SITTING at nighttime, too scared to place the sunshine on together with her tummy rumbling from an absence of meals, 82-year-old Elizabeth Mately cried.
She felt hopeless and alone and had misplaced half a stone in weight from solely consuming sandwiches, as she feared her power could be minimize off at any second.
Elizabeth was terrified her power provide could be minimize off and was depressing for 9 daysCredit: Solent
She showered as soon as in 9 days as a result of she feared she could be minimize offCredit: Solent
Elizabeth, helped by her daughter Jackie, struggled for days to get by to EonCredit: Solent
The pensioner, who was an workplace secretary earlier than she retired and lives in Havant, Hampshire, endured the distress for 9 days, the place she averted showering and cooking due to a mistake made by her power agency Eon.
Elizabeth found she was unable to prime up her meter when she moved into her new house earlier this month.
No cash was left on the meter by the earlier tenant, that means she must dip into emergency credit score.
But Eon forgot to inform her that her provide wouldn’t be minimize off if she ran out of funds.
Unaware of this and not sure of when the meter could be converted, she was terrified to make use of the gasoline and electrical energy.
“I had only one cup of tea within the morning and one at evening,” she mentioned.
“I solely had one bathe over 9 days, I did strip washes as an alternative.
“I solely cooked one meal within the microwave so I didn’t have to make use of the cooker – I’ve been dwelling off sandwiches.
“I’ve misplaced half a stone in weight due to fear and having no cooked meals.”
Eon could make £5 of emergency credit score obtainable to prospects and if this runs out, you will be minimize off out of your provide.
Elizabeth mentioned she spent hours on the telephone making an attempt to type out getting her meter topped up – however was continually left on maintain.
She mentioned her daughter Jacqui Martin, 61, who can be from Havant and might’t work on account of arthritis points, has been making an attempt to assist her type the issue out.
“Me and my daughter spent 4 and a half hours making an attempt to talk to somebody at Eon after I moved in on May 7,” she mentioned.
“We have been simply left on the telephone.
“I went to Citizens Advice as nicely – considered one of their helpers was on the telephone for 2 and a half hours and couldn’t get by both.”
She lastly received by to Eon on Tuesday – a full 10 days after she moved in.
Eon mentioned it ought to have instructed her that she wouldn’t be capable of formally change into a brand new buyer till May 19.
That’s why she hadn’t been given an account quantity so she might prime up her account.
She was instructed she ought to have been knowledgeable that she wouldn’t be minimize off if she used up all of the emergency credit score left on the meter.
“I had no motive to have all this fear, somebody simply forgot to inform me,” she mentioned.
“I reside alone and when my daughter needed to go house, that’s after I received scared.
“I’m not often a weeper however I’ve felt so ineffective, it has been horrible.
“I’m fearful of sitting right here at nighttime and never with the ability to do something about it.
“I’m positive I’m not the one one on this place – extra must be executed to assist folks like me.”
Desperate for assist, Elizabeth wrote a letter to Sun Money asking us to repair the issue.
It wasn’t till we phoned Eon to get them to urgently take a look at her case that something was executed.
The power agency apologised for the “poor service” and has agreed to place £50 on her pre-payment meter, plus reimburse her for the £40 she tried and didn’t placed on her meter.
A spokesperson mentioned: “We have spoken to Mrs Matley and have apologised unreservedly for the poor service she has obtained.
“We will proceed to maintain in shut contact with Mrs Matley to make sure this matter is absolutely resolved.”
Elizabeth mentioned: “I’m very comfortable now it’s been sorted, it’s such a reduction – it’s not been nice in any respect.
“Without your assist, I don’t suppose I’d have gotten by to Eon to resolve it.”
What to do for those who’re having provider switch points
Before you progress home, you’ll want to inform your new provider.
Citizens Advice says to not use a key or card or put cash on the meter till you’ve gotten been in contact along with your new provider.
This is since you might danger paying further for money owed owed by individuals who lived there earlier than you.
If you might be having bother getting by to your power provider, you’ll be able to complain.
Citizens Advice says that power suppliers’ customer support is now the worst it has been on common since 2017 – which suggests you’re extra more likely to be left hanging with an issue.
You ought to complain to your provider if you’re sad with how your state of affairs has been handled.
If you’re nonetheless not comfortable, then it’s best to take it to the Energy Ombudsman.
They deal with points between prospects and suppliers.
If you’ve got tried to resolve an issue along with your supplier and also you’re getting nowhere, the Energy Ombudsman will take a look at your case and see in the event that they may also help you cope with the grievance.
It helps resolve points on billing, installations and delays, lack of service, customer support, and switching suppliers.
If they assist take your grievance on, they’ll solely assist again invoice you for 12 months.
That means you will not be capable of get assist getting a reimbursement earlier than this.
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