I’m sorry but you have to pay for the gas you used

Ms M.S. writes: I write in desperation about ScottishPower and a situation which has been going on since 2014. ScottishPower has put me in debt by failing to collect direct debit payments and is now using debt collectors.

SCOTTISH POWER admitted immediately that it slipped up several years ago by treating your separate gas and electricity accounts as if you were a ‘duel fuel’ customer. As a result, it collected charges for prepaid electricity, but nothing for your gas. This was corrected as long ago as 2016.

ScottishPower has been issuing bills since then but froze further action because you were pressing the company with complaints. By last January, you owed £6,199.

Staff at the utility company told me: ‘We recently rebilled Ms S on a cheaper tariff, which reduced her outstanding balance by almost £1,000, and we have encouraged her to apply to our Hardship Fund. If eligible, this could help significantly reduce the balance even further.’

In short, ScottishPower spotted you could have been on a cheaper tariff, voluntarily applied this, backdated it, and cut your debt by over £900. It has also offered £75 as a goodwill payment for getting things wrong in the first place.

But the blunt fact is that you did use the gas, and although I believe you would like me to demand that ScottishPower write off the debt completely, I do not think that would be justified.

Your own bank statements would have shown you were paying nothing for your gas, and your bills were put right four years ago. The company says it is more than willing to accept payment over a long period. You should agree.