Scottish Power seems to think I live in a blast furnace and use £400 worth of gas every month.
We moved into a three-bedroom house in 2015 and registered for an online dual-fuel account. From the start, the bills, based on meter readings, have been three times what they should be. The reason is clear – while the meter is metric, the bills use an imperial correction factor.
I have emailed and sent photos to explain the problem. But Scottish Power seems unable to comprehend this and keeps increasing my direct debits, so I am overdrawn. I have now fallen off its discount rate and am stuck on the costly standard charge. GK, Manchester
It’s a disgrace that it requires press intervention to sort out this simple problem. Scottish Power, having ignored a year of emails from you, discovers that the national gas database still has the old imperial meter for the property registered. The database and Scottish Power have updated their records and you will be rebilled for the past 12 months on the cheapest tariff.
You are to receive a refund of £1,381 with 3% interest, plus £100 in goodwill.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
