Questions of Cash: We get a £6,000 winning result after Premium Bonds puzzle

 

Q. I registered for online management of my Premium Bonds some years ago, but I have since lost the registration details. I tried to check on them using the MyLostAccounts online facility, which NS&I is involved in.

I entered all my personal details, but the response came back that there was no record of investments in my name. This is clearly wrong, as I also have certificates of investment in my name at my current address, which were taken out by my father and left to me in his will and reassigned in my name.

I made these points in a letter to NS&I back in March, but I have not any reply, even an acknowledgement of this latest letter. Can you find out what the situation is please? I would like to know the full value of my Premium Bonds and whether they have been lucky in any draws. PN, Northern Ireland

A. Your request specified Premium Bonds and children's bonds, not the savings bonds that were the subject of your certificates of investment. Although you listed several former addresses, these did not include the address where the Premium Bonds and children's bonds were last registered.

It seems the tracing service looks at the last address registered, without cross-checking against previous addresses. With the additional address you have provided, NS&I has established that you hold income bonds to the value of £24,000 and five-year index-linked savings certificates to the value of £6,057.70.

Each of your two children has children's savings bonds to the value of £2,614.32. You have Premium Bonds to a total of £65, but none of these has been successful. You tell us that although you are disappointed not to have won with your Premium Bonds, you are very pleased to learn that you have more than £6,000 in savings certificates of which you were unaware.

Q. Scottish Gas is trying to claim payment for energy used in a property I left 13 months ago. It has billed me for £181.02 and instructed debt collectors to contact me. Before I left the house I submitted an online meter reading and paid a final bill of £91.86 in April last year. It seems Scottish Gas's mobile app misread the meter.

When I spoke to Scottish Gas, I was told there had been an incorrect meter reading, but this must have been investigated by Scottish Gas at the time. The new bill, dated March this year, uses an incorrect estimated reading. The rules on back billing are clear that Scottish Gas is not allowed to do this "where a customer has provided correct readings, but a supplier has rejected them without investigation as invalid".

The back billing rules also state an energy company is not allowed to charge more than a year after the period of consumption. At best, Scottish Gas is entitled to charge for the period 28 March to 11 April. This is the period from a year before this year's bill and when I left the property. I have told BG on several occasions that they are not applying the code properly, but it insists that I must pay the bill. TD, Scotland.

A. Scottish Gas now accepts your interpretation of the back billing rules. It seems that these were misunderstood by a member of staff, who has now been sent for retraining. Spokeswoman Carol Aitken explains: "We are sorry for the error we made when dealing with [the reader's] back billing request. Our agent made a mistake.

The rules on back billing are quite clear and they state that if the supplier is at fault, it will not seek additional payment for unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued. We did not apply this principle in [the reader's] case. We have apologised to [the reader] and written off his outstanding debt of £215 as a gesture of goodwill."

Q. I ordered a digital tablet from Coopelectricalshop.co.uk for my wife's birthday, for delivery on 3 May. It was to be delivered at 13.00 on that date by DPD. I waited at the address and checked the DPD website for any delay, but it showed "no delay reported". As the delivery time passed, I received a message on my mobile saying the driver had been delayed and delivery would instead be at 18.00 but I could not stay until then, so I arranged for a new delivery time on 4 May. I stayed in and again no delivery.

I checked my emails and found that DPD had claimed the driver could not obtain access to the address. It turns out the driver could not get through the main entrance door and had not seen the external buzzer for our apartment. I then agreed for delivery to be to my workplace. But instead the driver delivered it to another company nearby. I could not give my wife her present on her birthday. I have been let down by Co-op Electrical's delivery company. ZN, London.

A. DPD and Co-op Electrical, part of the Co-operative Group, agree you did not receive an acceptable service. DPD initially agreed to pay compensation of £50, which has been increased to £100. The Co-operative Group will also pay £20 compensation to apologise for the way it dealt with your complaint. You have accepted these offers.

A spokesman for Co-operative Electrical said: "DPD do have industry-leading standards and we have been assured that lessons have been learned and that our customers can expect to continue to receive a high level of service." Your compensation is equivalent to the cost of the digital tablet, as well as now receiving the ordered item.

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@independent.co.uk

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

PROMOTED VIDEO
News
i100
Life and Style
fashionHealth concerns and 'pornified' perceptions have made women more conscious at the beach
Arts and Entertainment
tv
News
media
Sport
Ojo Onaolapo celebrates winning the bronze medal
commonwealth games
Arts and Entertainment
High-flyer: Chris Pratt in 'Guardians of the Galaxy'
filmHe was homeless in Hawaii when he got his big break. Now the comic actor Chris Pratt is Hollywood's new favourite action star
Sport
Van Gaal said that his challenge in taking over Bobby Robson's Barcelona team in 1993 has been easier than the task of resurrecting the current United side
footballA colourful discussion on tactics, the merits of the English footballer and rebuilding Manchester United
Life and Style
Sainsbury's could roll the lorries out across its whole fleet if they are successful
tech
Travel
The shipping news: a typical Snoozebox construction
travelSpending the night in a shipping container doesn't sound appealing, but mobile crash pads are popping up at the summer's biggest events
Arts and Entertainment
'Old Fashioned' will be a different kind of love story to '50 Shades'
film
Arts and Entertainment
Tracey Emin's 'My Bed' is returning to the Tate more than 15 years after it first caused shockwaves at the gallery
artTracey Emin's bed returns to the Tate after record sale
Arts and Entertainment
Smart mover: Peter Bazalgette
filmHow live cinema screenings can boost arts audiences
Environment
Neil Young performing at Hyde Park, London, earlier this month
environment
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Project Manager (HR)- Bristol - Upto £400 p/day

    £350 - £400 per annum + competitive: Orgtel: Project Manager (specializing in ...

    Graduate / Trainee Recruitment Consultant - IT

    £25000 per annum + OTE £40,000: SThree: Orgtel are seeking Graduate Trainee Re...

    HR Business Partner - Banking Finance - Brentwood - £45K

    £45000 per annum + Benefits: Ashdown Group: ** HR Business Partner - Senior H...

    PA / Team Secretary - Wimbledon

    £28000 - £32000 per annum + Benefits: Ashdown Group: PA / Team Secretary - Mat...

    Day In a Page

    Save the tiger: The animals bred for bones on China’s tiger farms

    The animals bred for bones on China’s tiger farms

    The big cats kept in captivity to perform for paying audiences and then, when dead, their bodies used to fortify wine
    A former custard factory, a Midlands bog and a Leeds cemetery all included in top 50 hidden spots in the UK

    A former custard factory, a Midlands bog and a Leeds cemetery

    Introducing the top 50 hidden spots in Britain
    Ebola epidemic: Plagued by fear

    Ebola epidemic: Plagued by fear

    How a disease that has claimed fewer than 2,000 victims in its history has earned a place in the darkest corner of the public's imagination
    Chris Pratt: From 'Parks and Recreation' to 'Guardians of the Galaxy'

    From 'Parks and Recreation' to 'Guardians of the Galaxy'

    He was homeless in Hawaii when he got his big break. Now the comic actor Chris Pratt is Hollywood's new favourite action star
    How live cinema screenings can boost arts audiences

    How live cinema screenings can boost arts audiences

    Broadcasting plays and exhibitions to cinemas is a sure-fire box office smash
    Shipping container hotels: Pop-up hotels filling a niche

    Pop-up hotels filling a niche

    Spending the night in a shipping container doesn't sound appealing, but these mobile crash pads are popping up at the summer's biggest events
    Native American headdresses are not fashion accessories

    Feather dust-up

    A Canadian festival has banned Native American headwear. Haven't we been here before?
    Boris Johnson's war on diesel

    Boris Johnson's war on diesel

    11m cars here run on diesel. It's seen as a greener alternative to unleaded petrol. So why is London's mayor on a crusade against the black pump?
    5 best waterproof cameras

    Splash and flash: 5 best waterproof cameras

    Don't let water stop you taking snaps with one of these machines that will take you from the sand to meters deep
    Louis van Gaal interview: Manchester United manager discusses tactics and rebuilding after the David Moyes era

    Louis van Gaal interview

    Manchester United manager discusses tactics and rebuilding after the David Moyes era
    Will Gore: The goodwill shown by fans towards Alastair Cook will evaporate rapidly if India win the series

    Will Gore: Outside Edge

    The goodwill shown by fans towards Alastair Cook will evaporate rapidly if India win the series
    The children were playing in the street with toy guns. The air strikes were tragically real

    The air strikes were tragically real

    The children were playing in the street with toy guns
    Boozy, ignorant, intolerant, but very polite – The British, as others see us

    Britain as others see us

    Boozy, ignorant, intolerant, but very polite
    How did our legends really begin?

    How did our legends really begin?

    Applying the theory of evolution to the world's many mythologies
    Watch out: Lambrusco is back on the menu

    Lambrusco is back on the menu

    Naff Seventies corner-shop staple is this year's Aperol Spritz