Energy meter row: 90-year-old Grandad hit with £2k energy bill left to freeze at home | UK | News

Ninety-year-old Michael Hanley from Port Glasgow endured a two-and half-year battle to interchange his defective electrical energy meter. Mr Hanley’s daughter, Maria Houston, 57, was made conscious of an issue in the summertime of 2019 when she observed the meter was not recording knowledge after which she notified Scottish Power.

Six separate appointments have been made with the corporate to interchange the meter, however no engineer turned up on any event, leaving Mr Hanley freezing in his own residence.

A brand new meter was ultimately put in earlier this 12 months after the household of Mr Hanley introduced the case to the Energy Ombudsman final 12 months.

Despite making common funds, the problems didn’t stop with the brand new meter as Michael was slapped with a cost of over £2,000.

Maria spoke of the ordeal saying that her father determined to remain at residence with the heating off all through the winter final 12 months as a result of he was nervous about including to the ever-increasing invoice.

Mr Hanley was then bombarded with cellphone calls from the power firm about making the fee, regardless of his daughter being the principle contact on the problem as a result of father’s ailing well being.

Maria stated: “It’s left my dad in such a state over it. He’s really upset, especially with his dementia. 

“I would say this whole thing has actually made his health deteriorate.”

Ms Houston spoke of the poor customer support she acquired from Scottish Power saying: “I was constantly calling Scottish Power. 

“One girl told me she couldn’t understand my accent and put the phone down on me.

“Others promised to call back but I’m still waiting.”

She continued: “I was then given a complaints adviser who I told not to call my dad because of his dementia.

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“My name is on the account as well so I told them they should contact me.

“But my dad kept getting phone calls telling him his account was in arrears and he had to pay up.”

After a working meter was ultimately put in, the household have been horrified to see that the incurred debt was nonetheless on file, they usually have been “told the direct debit would be £250 a month because there was an outstanding balance of more than £2,000.”

Maria questioned how the corporate might have evaluated the price as no recordings have been made they usually by no means received again to her.

Scottish energy investigated the case final week and has cleared the debt and goodwill funds for the set up appointments.

Maria concluded: “This whole thing has been a total nightmare. How many other people are in the same situation as my dad who don’t have somebody to fight for them?”

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Scottish Power instructed the Daily Record: “We’re very sorry for the billing and customer service issues experienced by Mr Hanley and his family over the last couple of years, which stem from a faulty meter that was in place between April 2019 and December 2021.

“We’ve also been working to recalculate the billing to ensure that Mr Hanley is not charged for an energy usage during the April 2019 – December 2021 period when we did not have accurate meter reading.

“This has resulted in a credit balance of more than £1,500, which will be refunded to Mr Hanley.

“We appreciate this has taken much longer to resolve than anyone would have liked and apologise for the distress and inconvenience caused.”

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