Flow Energy has been my electricity supplier since 2014. Several months ago I was shocked to discover my account had a debt of £7,824. The first “contact” about this was an automated email telling me my direct debit would be rising from £22 a month to £1,014. Then, despite stating they had “suspended billing” until the issue was resolved, they took two payments of £1,014, which I have since claimed back via my bank. These are huge sums of money for me.
GN, Kilmarnock
Since May, suppliers are no longer allowed to back bill customers where they made a mistake, so why did Flow (or its new owner Co-operative Energy) send you these demands? And worse, tried to take over £2,000 from your account. Happily, after the Guardian’s intervention, the bill has been wiped. The Co-op apologised. You have set up a new payment to better reflect your consumption, and are starting at zero.
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