Billing address mystery solved

Robert Inglis is relieved after Raw Deal helped resolve a long-running billing issue with his energy supplier.

Inglis, 88, from Avonbridge, near Falkirk, stopped receiving bills from Scottish Power last year. He later discovered they were being sent to a neighbouring address.

The issue only came to light when one of the bills was posted through Inglis’ letterbox in error and he noticed that it was addressed to another house on his street. The letter also indicated he was hundreds of pounds in arrears, which he couldn’t understand because his usual bills came to around £200 every quarter.

His daughter-in-law Sandra Inglis took up his case but felt like she was going around in circles trying to get the issue clarified with the company.

“We couldn’t understand what was going on because the letter was marked as a final bill and was sent to a different address. I also noticed that the meter readings were different from ours,” she said.

At the end of her tether, Sandra wrote to Raw Deal. We contacted Scottish Power on her fatherin-law’s behalf and the company moved quickly to apologise and finally get a resolution under way.

Scottish Power said: “We are sorry for the issues experienced by Mr Inglis and his family, which stem from an error we made in updating the billing address when the supply was returned by E.ON after an erroneous transfer.

“We have now updated our records to show the correct property name and we’re working with the national meter database to bring this into line.

“Once we have this all sorted, we can then consider a goodwill payment in recognition of the issues experienced.”