I need help in disputing a debt with a utility company please

HelpThisBroOut

Hi everyone, I’m hoping someone can give me some advice because I’m completely stuck going round in circles with an energy company and their debt collectors. 

Back in June 2021, I moved into a house and almost immediately started getting debt collection letters addressed to the "legal occupier". They were chasing about £800 for unpaid energy bills from before I  moved in. I contacted the utility company and the debt collection agency, sent them evidence showing my move-in date, and the letters stopped. I thought it was all sorted. 

Fast forward about four years (I had actually sold the property by this point) and the same debt collection agency started harassing me over the exact same debt. Bizarrely, they started sending demanding letters to my mum's house (where I don't even live!). 

I contacted the debt agency, explained the situation, and sent them the same evidence all over again. They assured me they would close the case. They didn't. The letters kept coming to my mum's house. Every time they sent one, I’d send my evidence again. 

Getting fed up, I submitted a Subject Access Request (SAR) to the debt agency. They completely ignored it. 

Realising they were a brick wall, I raised a formal complaint with the original utility company and provided my proof again. They told me they had contacted the debt collectors about it, but the letters still didn't stop. 

I then submitted a SAR to the energy company. They actually complied, and ironically, their own evidence proves I didn't have an account with them when the debt was accrued!  

Despite this, the utility company is now completely washing their hands of the situation. They’re telling me it’s not their responsibility and that I need to deal directly with the debt agency. I completely disagree; it’s their error, and I’ve already tried dealing with the debt collectors, who just ignore my complaints and my SAR! 

I’ve asked the utility company to just issue a deadlock letter so that I can escalate this to the Energy Ombudsman. They are refusing to do so until the standard 8 weeks have passed since my complaint. However, every time I ask for a resolution, they just repeat "contact the debt collection company and complain to them". They haven’t even offered a basic apology for the mess and the stress of them harassing my mother's address. 

To summarize: 

• I've proved to both companies that the debt isn't mine time and time again. 
• The debt collectors are ignoring my complaints and SAR. 
• The utility company refuses to call off the dogs or issue a deadlock letter. 

Has anyone dealt with something like this before? How can I force the energy company to take responsibility or get this deadlock letter sooner? Any advice on how to stop the debt collectors harassing my mum would be hugely appreciated too! 

 

lohr500

Possibly not much help, but is it worth sending an email or letter to the CEO of the energy company if you haven't escalated it to that level yet?

debitcardmayhem

I Would take it up with the body that regulates the debt collector , ?FOS/FCA?

FreeBear

Four years from raising the original complaint, I'd say there is no need to wait for a deadlock letter. Just get on to the Energy Ombudsman. If they say wait a few more weeks, then just sit on it for the allotted time.

Ildhund

@HelpThisBroOut asked:

Any advice on how to stop the debt collectors harassing my mum would be hugely appreciated …

This forum article was written by an experienced welfare advisor for OVO customers, but most of it applies to anyone being pestered by debt collectors. I've linked to the bit that deals with harassment; the threat of a complaint to the FCA is often enough to persuade them to shut up.

How to respond to, and successfully deal with, letters from Debt Collection Agents

t0rt0ise

It's not true that the EO won't help if letters are addressed to The Occupier. I know this from experience.

MarzipanCrumble

It just might be worth contacting the Information Commissioner's Office, especially if the SAR proved it wasn't you. The Debt Company should hold correct and accurate personal data on you and it obviously isn't, if you have proven the data shows you are not responsible for the debt.

https://ico.org.uk/