A disabled widow has said she was left feeling ‘disgusted’ after a computer error meant she was chased repeatedly for a payment of just 2p.
Patricia Ribeiro, 79, from Dudley in the West Midlands, was shocked when she received a letter from Utilita, her previous energy supplier, saying it was going to inform a credit reference agency about her.
She swapped providers in October and afterwards received numerous letters claiming she owed the company two pence until Metro stepped in.
Utilita said the incident happened due to a ‘computer rounding error’.
Mrs Ribeiro told Metro: ‘It’s not good because I’m [nearly] 80 years old and I need a new mobility scooter by Christmas.
Sign up for all of the latest stories
Start your day informed with Metro’s News Updates newsletter or get Breaking News alerts the moment it happens.
‘And I have to pay on finances, I won’t be able to get it.’
In one of many phone calls to Utilita, Mrs Ribeiro, who turns 80 in December, said: ‘I was being jovial and I said “can I pay monthly, a farthing a month?” I was just joking and then they slammed the phone down.
‘They wouldn’t even discuss it, so I thought “well, if you’re going to take the mickey, I’m going to take the mickey.”‘
But she said ‘nobody knew’ anything about the bizarre debt she was told she owed.
And when the pensioner went to the National Debtline for advice, she said they were in disbelief.
What to do if your energy supplier makes an error
According to Ofgem, Britain’s energy regulator, you have the right to complain if you have a problem with your energy supply or are unhappy with the service you received.
Who should I contact and how can I complain?
If you wish to complain, Ofgem advises you contact your supplier and explain what you would like them to do to make it right.
They should have a formal complaints process on their website or on your energy bills that tells you how to do this.
Citizens Advice provides free and impartial advice on resolving problems with your energy supplier.
If you want to write to them or send them an email, you can use the Citizens Advice complaints letter template for poor customer service, an incorrect bill or problems with your meter.
If you contact your supplier over the phone they can also explain their complaints procedure to you.
Energy companies must try to fix any problems within eight weeks of your complaint.
If the problem is not fixed within eight weeks, you should contact the Energy Ombudsman, which can also be contacted if you receive a ‘deadlock letter’, stating your problem cannot be fixed or you’re not happy with the response you have received.
Gathering evidence
Ofgem says you should make a note of the date you first contacted them about the issue in case you need to reference this later.
You should also make a note of your subsequent conversations with the supplier.
Claiming compensation
Your network operator will arrange for you to get any compensation payments you are entitled to.
Payments are usually automatic – but if you think you are eligible for compensation you can also contact your network operator (the company responsible for the pipes and wires that carry electricity and gas).
She added: ‘It’s not fair because I’m 80 years old in two weeks and I don’t want this kind of thing.
‘I do need to get a new mobility scooter and [get rid of] the old one and I will need financing.
‘They don’t look at how much you owe, the agency. I could owe £1million. If you’re on there, you won’t get credit.’
Mrs Ribeiro added that while she has a ‘great sense of humour’, the thought of the debt increasing, or ending up in court over the ordeal, has caused a lot of stress.
She couldn’t clear the debt online as she was unable to pay two pence via card.
‘It’s funny and it’s sad and it’s disgusting,’ the pensioner added, because she couldn’t pay by post either, noting that a first-class stamp for a letter is £1.70, according to the Post Office website.
‘I’m a poor old woman who’s living on a pension credit, and I have “outstanding debt”? The audacity of it.’
Utilita has apologised to Mrs Ribeiro, telling Metro the letters were sent in error.
A spokesperson for the company said: ‘Due to a computer rounding error, Mrs Ribeiro was incorrectly advised of a small outstanding balance upon leaving Utilita.
‘We sincerely apologise for any distress this may have caused.
‘As soon as Mrs Ribeiro brought the issue to our attention, we confirmed that no payment was required.
‘In response, we have reviewed and updated our procedures.
‘We have also spoken with Mrs Ribeiro to apologise directly and have offered a goodwill gesture. She is satisfied with the resolution.’
Get in touch with our news team by emailing us at webnews@metro.co.uk.
For more stories like this, check our news page.