STRAIGHT TO THE POINT

I SWITCHED to Together Energy in May and have been trying to get an up-to-date, accurate statement ever since. I’ve called three times and sent a formal letter of complaint. What more can I do? R. F., Oldham.

ToGeTHer energy called you to apologise for the delay, which it says occurred following an upgrade to its iT system. it has now taken your meter readings and provided you with an accurate bill. Your account is £226.61 in credit and the supplier has added £30 as a gesture of goodwill.

BT KEEPS telephoning me to say that my broadband will be disconnected tomorrow. It never is, and my bill is up to date. Is this a scam? J. F., by email.

YeS, it is a scam. BT says it would never contact customers in this way and advises you request its free BT Call Protect service. This will block numbers it has identified as nuisance callers. You can set up a personal blacklist of numbers, too.

MY HOUSE sale is due to complete five weeks before the end of my mortgage term, which means I face a £5,000 early repayment fee. Will the bank waive this? S. I., by email.

ANY early repayment charges would have been laid out clearly in terms and conditions when you took out the mortgage. Lenders will sometimes waive these fees if you take your mortgage with you to a new property, but if you want to simply repay the loan, it is likely you will have to foot the bill.

MY WIFE and I paid in advance for two items of hold luggage when travelling to Madrid last year. But, when we arrived, check-in staff claimed we had purchased only one, so we had to pay an extra £56.06. I’ve been chasing Iberia for a refund for six months, but no one will respond to my emails, calls or the letter I paid £7.85 to send via recorded delivery. M. J., West Midlands.

iBeria is not sure what happened, but thinks there may have been a problem with its website. it blames a change to its accounting system for the delay in issuing a refund. it has written to you to apologise and reimburse the fee, but will not refund the cost of the letter’s postage, as it claims you could have complained online for free.