I switched from Toto Energy to a new provider and gave the agency a final reading. I then acquired a invoice for £10,738.60. 

I am at a loss to know the place this quantity has come from as I have at all times supplied meter readings and paid my payments by month-to-month direct debit.

I have contacted Toto a number of instances by cellphone and e mail. I have been informed the case is being investigated however I have seven days to pay.

R. A., Hertfordshire.

Switching nightmare: A reader was mistakenly sent a bill for an eye-watering £10,738 when they decided to quit their energy supplier Toto

Switching nightmare: A reader was mistakenly despatched a invoice for an eye-watering £10,738 when they determined to stop their vitality provider Toto 

Toto has acquired to the underside of your drawback. It appears you had been on a tariff involving separate day and evening readings to your electrical energy.

You mistakenly gave the mixed meter reading reasonably than the night-time one. 

This made it look as if you had used nearly 58,000 kWh of electrical energy, so far as I can see.

Your tariff was known as Plain And Simple — although your invoice is shut to impenetrable.

Toto tells me your precise invoice is £138. 

It has apologised and contacted your new provider with the proper particulars to resolve a dispute with it over the extent of your first reading.

It has additionally gone the additional mile and waived your final invoice.

You have YOUR say 

Every week, Money Mail receives tons of of your letters and emails about our tales. Here are some of the perfect about one man’s combat to safe a £61.50 refund from Goldcar:  

I employed a automotive in France and the agency charged me for a full tank of gasoline, though I stuffed the automotive at a petrol station close to the airport. 

The agency solely backed down when I threatened to take it to the small claims court docket.

R. B., Colne, Lancashire.

I’ve rented many automobiles over time, in each Spain and the UK. My recommendation can be to have a look at buyer critiques of the agency on an impartial web site, do not at all times go for the most cost effective offers and be sure you at all times learn the small print.

S. A., Valencia, Spain.

When renting a automotive overseas, I at all times make certain I journey with no less than two bank cards. 

This means I can use one to pay for automotive rent deposits and, if I attain my spending restrict on this card, I at all times have one other one to use for the remainder of the vacation.

J. J., Farnborough.

I usually rent automobiles and I’ve seen many vacationers drive off with out checking their automobiles for dents and harm. 

Many of those individuals will swear the harm was there when they collected the automotive, regardless of the actual fact they did not level this out at first.

O. F., London.

This summer time I can be renting a automotive overseas and, whereas insurance coverage is included, I can have to pay a €1,900 (£1,689) extra if the automotive is stolen. 

I’ve organised a ‘cowl my extra’ coverage from a third occasion, which implies I can be ready when the agency tries to promote me an costly coverage at its check-in.

I. J., by e mail.

We employed a automotive in April and paid €202 (£179) by bank card upfront. 

However, as soon as we reached the airport we had been charged a further €372 (£330). 

We complained on the airport and once more once we arrived house, however have not heard something from the customer support group for weeks.

L. Ok., by e mail.

I visited a grocery store with a good friend (I am 90 and just lately had a fall) and tried to pay the £80 invoice with my M&S bank card, however it was blocked.

There was a queue and it was very embarrassing, however my good friend kindly supplied to pay.

Later, I phoned the financial institution which informed me it had blocked the cardboard because it had despatched correspondence which had been returned unopened. 

I have lived at this tackle for 50 years so don’t know how this occurred.

The financial institution mentioned it could take away the block, however later that week I went with my daughter-in-law to M&S and my credit score and debit playing cards had been blocked, so she had to pay.

I once more spoke to the top workplace and it was agreed I would meet the supervisor of the native department, who informed me that it was the financial institution’s follow to block accounts when letters had been returned unread.

I was supplied £25 compensation, which I rejected. The supply was then elevated to £50.

J. S., Bristol.

Marks & Spencer has seemed into the issue totally and determined that £125 compensation can be extra acceptable.

But why did the issue happen? It appears that two of your month-to-month statements had been returned unopened. 

Marks & Spencer says it utilized a non permanent block to your account as a fraud prevention measure.

But why on earth did not it strive to cellphone you, as a substitute of just blocking your account?

M&S Bank has apologised for failing to strive to attain you and admitted the service ‘fell beneath our normal excessive requirements’.

In addition to the £125, it has additionally despatched you some flowers — let’s hope that they aren’t returned unopened.

Straight to the purpose 

I learn in regards to the Government’s Help to Save account — how do I open one?

M. Misiewicz, Hereford.

Help to Save is an account for individuals on low incomes who declare sure advantages. 

Savers can deposit between £1 and £50 a month for 4 years and will obtain a 50 per cent bonus — so 50p for each £1 saved or a most of £1,200 over the four-year interval. 

The accounts are run by the Government and should be arrange on-line. Visit gov.uk/get-help-savings-low-income to apply, or use HMRC’s smartphone app. 

If you don’t have any web entry, name 0300 322 7093.


We paid on-line agency House Network £750 on March 22 to assist us promote our house. 

We had been informed individuals had been , however nobody confirmed up for viewings. The following month I learn the corporate had gone into administration. Will I ever see my cash once more?

A. A., Norfolk.

House Network ceased buying and selling on March 29 and insolvency agency Hudson Weir was appointed as administrator. 

Hudson Weir says any clients who made funds earlier than March 29 can be contacted with directions on how to make a declare, however provides that it’s unsure whether or not anybody will get their a refund. 

Email [email protected] for extra data.


I just lately moved house and fear that my will is not legitimate because it exhibits my previous tackle. I don’t want to replace it for some other cause.

S. L., by e mail.

Jill Rushton, a solicitor at legislation agency Stephensons, says there is no such thing as a obligation to amend a will in case your tackle adjustments.


When I went to make my final £1,000 mortgage fee, my financial institution, TSB, informed me I couldn’t pay by debit card. 

Instead I wrote a cheque, however because it took seven days to clear I had to pay 6p per day — 42p in whole.

M. J., by e mail.

TSB says clients could not use a debit card to repay their mortgage steadiness as chargeback guidelines imply they might later reverse the fee. 

Another choice would have been a financial institution switch, which ought to have cleared the identical day.

My daughter and I are having enormous issues attempting to show our February Virgin Media invoice for £90.16 was paid.

We have supplied copies of the financial institution receipt and a financial institution assertion displaying the cheque was cashed on February 14 —twice by e mail and then by recorded supply.

Virgin replied asking for our financial institution card particulars, suggesting we must always pay once more!

Our providers had been restricted on March 10, 19 and 26, April four and 9, and had been solely restored after we went by way of a tortuous route to communicate to name handlers who suggested us every time that the matter was being investigated by the finance group.

I despatched letters by recorded supply to the CEO on March 15 and 27, and acquired an acknowledgement from Alan Stott, director of client processing and decision.

I am 82 and discover it unconscionable that Virgin Media would go away me with out a landline in case of an emergency.

I have paid the March and April payments, however neither fee seems to have been allotted to our account as Virgin retains accumulating the wrong expenses to every subsequent bill, anticipating us to right its mistake.

J.A. Glasgow.

I am regularly baffled by how companies which can be supposed to be within the communications enterprise may be so terrible at speaking with their clients.

You supplied proof, time and time once more, that you just had settled your February invoice, however the duffers at Virgin Media merely failed to act on this. The excellent news is that, after I acquired in contact, the agency took motion.

You informed me that a member of the manager group phoned and promised to cancel the fee it had misplaced, in addition to all the related charges and expenses.

When you mentioned you had been contemplating cancelling, the agency requested for time to show it might present a correct service.

More to the purpose, it utilized an ‘expertise apology’ of £155.32 to your account.

That’s all very properly — however you might be Virgin’s buyer and it ought to have reacted while you first made contact, without having a dimension 10 boot up the bottom from the Daily Mail.



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