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Helping David with energy bills and advice

worried looking elderly man in an armchair reading a letter with a dog sleeping at his feet

Our advisors were able to get in touch with David’s energy provider to accurately rebill his account, crediting him with thousands of pounds.

David*, aged 63 and previously rented in the CA16 area, contacted Take Charge after receiving inaccurate energy bills after moving to a new property. Living alone and managing significant physical and mental health issues, he relied entirely on benefits and was already struggling financially.

After moving to the new property, David received a bill of just over £10,000 from his supplier. He made repeated attempts to resolve the issue himself, contacting the energy provider 12 times and later engaging with a debt collection agency when the case was passed on. Despite his persistence, he was unable to get the problem corrected.

When contacting customer services, customers are initially supported by a ‘Level 1’ customer service agent, who typically deals with simple queries. Take Charge’s advisors were able to get in contact with a ‘Level 2′ agent, who retains the case for continuity and is trained to deal with complex billing issues. The Take Charge advisors also have the training and expertise to ask the appropriate questions to gather the information required and resolve the issues.

David received a refund of £3,291.37 once the account was rebilled accurately. He was also given advice on how to check his energy bills to better understand them moving forward.

Alongside this, David received additional tailored energy advice, including:

  • understanding Economy 7 meters
  • using storage heaters efficiently
  • how to read and understand energy bills
  • the benefits of smart meters
  • advice on cooking costs and carbon monoxide safety
  • general energy-saving guidance.

With the billing error corrected, David’s account went from £10,241 in debt to £3,291 in credit, a life-changing difference of £13,532. He now has much clearer and more manageable energy costs, giving him greater financial stability and reducing his stress.

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*Name changed for customer anonymity.

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