Why did E.On charge £1,393?

The Daily Telegraph - Your Money - - FRONT PAGE -

My mother was in her 90s and I looked af­ter her fi­nan­cial af­fairs. She did not have a gas sup­ply and her elec­tric­ity was on a day/night rate sys­tem. Her heat­ing was stor­age ra­di­a­tors so the bulk of the us­age was at night.

I man­aged the ac­count on­line and pro­vided reg­u­lar me­ter read­ings. There was a com­pli­ca­tion as the day read­ing me­ter be­came stuck, but this was not acted on by E.On. The me­ter was re­placed six months be­fore my mother died.

A fixed-rate con­tract with E.On ended and I moved my mother’s sup­ply to Scot­tish Power, giv­ing fi­nal me­ter read­ings. E.On sub­se­quently sent a fi­nal elec­tric­ity state­ment just be­fore my mother died showing us­age charges of £1,393. DAVID PIKE, E YORKS

Fol­low­ing this, Scot­tish Power also trans­posed the me­ter read­ings so it started charg­ing the day us­age at the night rate and the night us­age at the day rate. You raised an of­fi­cial com­plaint with the two com­pa­nies.

Af­ter your mother died the house was sold and the es­tate fi­nalised, with the ex­cep­tion of this mat­ter.

I spoke to Scot­tish Power and E.On. Scot­tish Power pointed out that the me­ter­ing in­for­ma­tion be­hind the scenes had been in­cor­rect. You had spent many hours on phone calls, sent emails and writ­ten let­ters to no avail. You also went to the en­ergy om­buds­man but were left dis­en­chanted. This, of course, was all happening at a time of per­sonal loss.

Nearly a year af­ter all this started, an E.On spokesman said: “A fault on Mr Pike’s pre­vi­ous me­ter led to in­cor­rect fi­nal read­ings. We have apol­o­gised for the er­ror and re­billed the ac­count, re­turn­ing the credit bal­ance to Mr Pike along with a good­will pay­ment by way of apol­ogy.”

Two cheques have been re­ceived by you. One was for £102, which was al­most ex­actly what you had cal­cu­lated was due to you. The sec­ond was for £250 for in­con­ve­nience, rather than the £50 the om­buds­man sug­gested. You have do­nated the £250 to the hospice that looked af­ter your mother in her last few days and had pre­vi­ously cared for your fa­ther many years ago.

You are re­lieved this is now re­solved.

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