Together, we get a result

Ms E.T. writes: My house was divided into two flats over 30 years ago. The upper flat is occupied by a customer of Together Energy. I live in the lower flat and have never been a customer of Together Energy. Nevertheless, for several months Together Energy used the direct debit system to take £147 a month from my Santander account. I have sent numerous emails and made numerous calls, requesting a refund, and while the company agrees a mistake was made, it has not refunded my money. TOGETHER Energy told me you and your daughter did telephone to enquire about transferring to it from your existing electricity supplier. However, staff failed to update the National Grid database that shows which company supplies which customers.

You told me that you do not agree with this, but as Together Energy failed to register you as a customer and, after I made contact, it has now refunded all your money.

Santander told me that when you queried the direct debits, it should have moved faster to apply the indemnity scheme, so it has sent you an apology and £50 to make up for this.