A business customer of Scottish and Southern Energy (SSE) has been embroiled in a two-year dispute over a £7,000 bill related to an electric gate. This issue arose when a debt collection firm, acting on behalf of SSE, claimed the customer owed over £7,000 for unpaid bills concerning a feeder pillar at their property. Despite thinking the matter was resolved, the customer received additional correspondence from the debt collectors, prompting them to seek intervention from their local Member of Parliament (MP).
The confusion began when the customer's address was incorrectly recorded in the national database, leading SSE to send demands to the wrong recipient. The debt collection firm threatened legal proceedings if the debt was not settled. In an effort to address the situation, the customer reached out to their local MP, who subsequently contacted SSE. The energy company acknowledged the error and stated they have made system amendments to prevent future miscommunication.
"We’re sorry the issue of CA’s address has not been resolved internally until now." – SSE
SSE has initiated changes on their system and requested updates from the national database to ensure that all future correspondence and engagement regarding the electric gate is directed to the correct business customer. The company aims to prevent further distress and inconvenience to the customer.
"We have made changes on our system and requested changes from the national database to ensure our business customer, not CA, receives all future correspondence and engagement relating to the electric gate." – SSE
Despite these efforts, the customer expressed dissatisfaction with the £80 compensation offered by SSE, describing it as "derisory." They were advised to escalate the matter to the Energy Ombudsman to seek further redress for the inconvenience and distress caused by SSE's actions.
The situation highlights the potential impacts of administrative errors in utility billing and correspondence. Businesses rely on accurate record-keeping to avoid unnecessary disputes and stress. The customer's proactive approach, supported by their local MP's involvement, underscores the importance of advocacy in resolving such issues.