A COUPLE claim they were harassed for a £3.4k energy bill that they insist wasn’t theirs.
Newbie mum Jess Bramley, 31, was forced to answer the door to bailiffs, while breastfeeding, over the outstanding debt that she and partner Jonathon Williams, 33, had nothing to do with.
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The pair had moved into their new home in Kirkbymoorside, Yorks, when they were soon bombarded with letters from Scottish Power about the thousand of unpaid pounds.
Jess said when they got into the new property in March 2021, they decided to stick with their current supplier EDF – so couldn’t understand why their lives were being “made hell”.
Without warning, Jess and Jonathon were then put on a payment plan – lasting a whopping 15 years – to clear the gas bill.
The nearly-three-year ordeal came to a halt in October 2023 when Jess was met on the doorstep by debt collectors sent by Scottish Power.
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Jess said: “The whole thing has made me feel awful.
“We got this massive bill while me and Jonathon are trying to buy a house – they gave us the option of a 15-year payment plan at £180 for usage and debt repayment.
“I’d just given birth to my baby girl and was upstairs breastfeeding when there was a knock on the door.
“It was bailiffs from Scottish Power saying they were going to take legal action and put in prepaid meter.
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“I was beside myself – you can’t do this to a young mum.”
At their wits end, the couple took their complaint to the Energy Ombudsman who launched a probe.
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The investigation found that EDF are the sole suppliers to the property.
Jess added: “EDF have confirmed they are responsible for the full supply to our house.
“They always say sorry for inconvenience but that’s ridiculous – they made my life hell.”
Following a lengthy look into the case, the Energy Ombudsman told Jess and Jonathon they would order Scottish Power to cancel all bills to the couple.
A spokesperson said: “EDF are the supplier of this meter.
“Despite the dispute, [Scottish Power] tried several times to obtain up to date reads even though their accounts did not show the correct read history for you.
“They also sent the debt to debt collectors and sent bailiffs to you despite the account liability being in dispute and you constantly explaining that you had an active account with another supplier.
“We see this as a shortfall of service and we will ask Scottish Power to cancel all bills, cancel your account and pay a direct goodwill payment.”
How can I challenge my energy bill?
If you pay your energy bill by direct debit, then it is assumed that this monthly amount should be “fair and reasonable”.
If you don’t think it is, you should complain directly to your supplier in the first instance.
If you’re not happy with the outcome you can take it to the independent Energy Ombudsman to dispute, but there are a few steps before you get to that stage.
Your supplier must clearly explain why it’s chosen that amount for your direct debit.
If you’ve got credit on your account, you have every right to get it back – although some experts recommend keeping it there through the summer, so your bills don’t go up in the winter when you use more energy.
Your supplier must refund you or explain exactly why not otherwise and the regulator, Ofgem, can fine suppliers if they don’t.
To ask for a refund call your supplier or contact them online.
If you are disputing a bill, taking a meter reading is a must.
If it’s lower than your estimate, you can ask your provider to lower your monthly direct debit to a more suitable amount.
But beware so you don’t end up in debt later on with a bigger catch-up bill at the end of the year from underpayments racking up.
If you don’t have success in negotiating a lower payment then you can put in a complaint to the Energy Ombudsman.
Scottish Power has since apologised and said a goodwill payment has been issued.
A spokesperson for the firm said: “We are sorry for the inconvenience and frustration experienced by Ms Bramley.
“We have contacted the second supplier and advised them of the correct details to hold for Ms Bramley’s account, both on their system as well as the national database.
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“We have also issued a letter of apology and are in the process of closing the account opened for the property, cancelling its billing history in line with the Ombudsman’s decision.
“In recognition of her experience, we have issued a payment of goodwill to Ms Bramley.”
