Is my late aunt’s account closed?

Despite numerous telephone calls and two formal complaint letters, Scottish Power continues to ignore me over a closed electricity account that belonged to my late aunt, who died five months ago.

You will see from the copies of correspondence attached that I have written to both its customer service addresses in Glasgow and, I am afraid, its own published charter for dealing with such things has meant nothing.

Both letters were sent “signed for” and strangely, despite going to different addresses, were accepted by the same person.

It is not as though I’m seeking compensation (although the time I’ve wasted with it must be worth something).

What I want is confirmation that Scottish Power has sorted this out and that there are no further liabilities on my aunt’s estate and no risk of a red flag on my own credit record. DR, MERSEYSIDE

Your late aunt’s flat was cleared and you called Scottish Power to close the account which, you

understood, it did. The final bill showed a debit balance of £197.

In due course you sent a cheque, which was acknowledged, but then a new bill for £149 was raised.

A further bill cancelled the other amount but showed 24p for one day’s standing charge.

You called and were told it was incorrect and a zero balance bill would be sent.

This came but you then received correspondence welcoming your late aunt to Scottish Power and quoting a new account number.

Only as a result of my involvement did Scottish Power acknowledge that, when it closed your late aunt’s account, it had opened a new one in her name against your address.

In fact, the account it was setting up should have been under the name and address of the new occupier.

Scottish Power has written to you confirming that your late aunt’s old account is closed and the balance is zero. It apologises for the trouble caused and has paid £100 as a gesture of goodwill.

You say you still cannot understand why your letters were totally ignored, but are glad to put the matter behind you.