Wrekin customer thanks Energy Advisor after supplier error led to £500 bill
A Wrekin customer who was wrongly told he owed his energy supplier over £500 has thanked Wrekin’s Energy Advisor for getting it sorted out.
Granville Greenwood, 81, from Telford, said it was a huge relief to have the issue resolved after it was taken to the Energy Ombudsman.
The shock bill came when Mr Greenwood changed energy supplier, but he knew it wasn’t right and got in touch with Energy Advisor Chloe Ramsay.
Chloe quickly established that the new supplier had incorrectly recorded a start read of zero on Mr Greenwood’s meter. His electricity was also showing as ‘de-energised’ when it was not.
Chloe raised the issues with the supplier and lodged a complaint, but they did not send out a corrected bill as promised.
After several months of pursuing the issue and another complaint which also went ignored, Chloe took the matter to the Energy Ombudsman.
Throughout the process, Chloe kept in regular contact with Mr Greenwood to reassure him that his case wouldn’t be forgotten and try and allay some of the stress the ordeal was causing him.
Mr Greenwood was so worried about what was happening with his bill that he was reluctant to even turn his heating on.
The ombudsman ordered the supplier to correct the billing issue, show the electricity account as ‘energised’, and provide Mr Greenwood with a written apology and a £125 goodwill payment.
Mr Greenwood was happy with the outcome and said it was a “weight lifted” to finally have the issue resolved.
Wrekin’s energy advice service is supported by the Cadent Foundation, which funds Chloe’s role.
Wrekin customers who are concerned about their energy bills can contact Chloe at energyadvice@wrekin.com
Watch Granville and Chloe's interview on YouTube here: https://youtu.be/eMAxWACtE50
1st April 2025