Financial troubleshooter Jessica Gorstwilliams is here to help you with your money problems
Our boiler cover won’t pay out
My husband and I paid for maintenance on our central heating boiler and expected the £12.49 a month to cover all costs. When told a repair would cost £320, we foolishly paid up. I have tried to get a refund from 24/7 Home Rescue but it won’t give us one. Can you change this for us please?
I contacted 24/7 Home Rescue, which said it had received a call from you saying your condensate pipe had frozen. The boiler was still working.
It said: “As this wasn’t a breakdown, a call-out wasn’t covered by the customer’s plan.
“However, we still agreed to send an engineer to the home – within the hour and free of charge – in order to remedy the frozen pipe and ensure that a vulnerable customer was looked after during harsh weather conditions brought by the ‘Beast from the East’ in accordance with our policy.”
It added that the engineer had then been told by you that the boiler had not been functioning correctly.
It continued: “The engineer had submitted a report to us which included an advisory of possible additional work – a new expansion vessel and pressure release valve – which could improve the boiler’s performance.
“As this was still not classed as a breakdown, the customer was advised by us that, without obligation, any further repair work undertaken would be on a pay as you go basis as it was outside the terms of the agreement with ourselves.
“We then arranged for the boiler manufacturer’s engineer to attend and we were then responsible for their bill.” However, it said that it had now become clear through its investigations (after my involvement) that the original engineer’s report had not included all the relevant facts.
It says: “Had we known the customer’s boiler pressure required frequent top-ups, we would have deemed the case a breakdown and stepped in immediately to help.” The home rescue firm said it has been let down by the engineer and was now working hard to ensure this didn’t happen again. It has now reimbursed you the full £320 cost of the repair. It has also, at my suggestion, sent some flowers.
Spooky scammer haunted my inbox
We run a small business that, as well as selling across the UK and Ireland, also imports from China. Our contact in China is someone we email daily and have video conference calls with at least twice a week.
Last autumn we received an email purportedly from her explaining that there was a problem with their emails and asking us to use her private email address. We saw no problem with that and sent her a few technical questions, which were duly answered – we presumed by her. We were content.
PR, SCOTLAND Unbeknown to you though, your business associate had also received an email. Hers
Always watching: one reader’s emails had a hidden observer, like Casey Affleck’s role opposite Rooney Mara in A Ghost Story