Peta Butler, 79, lives near Tunbridge Wells. Between January and June 2023 her energy bill went up to over £3,500, leaving her “terrified” to use electricity.
Her son said the problems began when she was changed to a smart meter on a single tariff, in 2022. The new meter was not recorded properly and she kept getting estimated bills based on her old meter.
She said: “It’s been two years of hell. It’s affected my health. And it’s completely taken away any confidence I’ve got. If I have to do anything, I just panic. I don’t sleep at night really because my body, it can’t let go.”
Mrs Butler said she recently received £2,900 back from Utility Warehouse – which did not cover what she was owed. She is now with a different supplier.
A Utility Warehouse spokesperson said they would refund Mrs Butler with all the money she had paid on the account.
“We acknowledge that the customer service Mrs Butler received fell below our usual high standards and we’re sorry for the inconvenience and distress this has caused,” they said.
“We have spoken to the customer and after further reviewing the account, have agreed to provide a goodwill payment in acknowledgement of the service she received.”
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