Sylvia received a letter from her supplier to explain that the smart was faulty and the debt was sent in error.
Sylvia needed help resolving an issue with her energy supply, who had mistakenly sent her a bill of £192 for fuel used at her previous address. Sylvia said her smart meter was £171 in credit when she moved to a new address earlier this year.
When she received the £192 bill, she paid it immediately for fear of action being taken. However, she disputed the amount owed.
The 59-year-old works part-time and receives Universal Credit. She had made a number of attempts to resolve herself and had raised a formal complaint, before dropping into one of our community advice sessions for help.
An appointment was made for Sylvia to meet an adviser in-person and hold a three-way call with her energy supplier. During the call the Customer Service Agent for her supplier was unable to resolve so our adviser made an email complaint on Syvlia’s behalf. Following our intervention, Sylvia received a letter from her supplier to explain that the smart was faulty and the debt was sent in error. She received a full refund and a £100 cheque as a good will gesture.
Sylvia said: “It’s been so stressful. I want to thank you for all your help and support and for all the good work you do in the community.”
