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; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Sport
Australia vs New Zealand live
cricket Follow over-by-over coverage as rivals New Zealand and Australia face off
Sport
Hamilton runs down the back straight in the rain
F1
News
Zayn has become the first member to leave One Direction. 'I have to do what feels right in my heart,' he said
peopleWe wince at anguish of fans, but his 1D departure shows the perils of fame in the social media age
Life and Style
Researchers found that just 10 one-minute swill-and-spit sessions are enough to soften tooth enamel and make teeth vulnerable to erosion
health
News
i100
Arts and Entertainment
The Regent Street Cinema’s projection room in the 1920s
film
News
Leah Devine is only the ninth female to have made the Young Magician of the Year final since the contest began more than 50 years
peopleMeet the 16-year-old who has set her heart on being the first female to win Young Magician of the Year
News
Jonathan Anderson was born in Northern Ireland but now based between London, where he presents a line named JW Anderson
peopleBritish designer Jonathan Anderson is putting his stamp on venerable house Loewe
News
Andy Davidhazy at the beginning (left) and end (right) of his hike
video
News
Taylor Swift is applying to trademark song lyrics from 1989
people
Voices
The popularity of TV shows such as The Liver Birds encouraged Liverpudlians to exaggerate their Scouse accent
voicesWe exaggerate regional traits and turn them into jokes - and those on the receiving end are in on it too, says DJ Taylor
Finacial products from our partners
Property search
  • Get to the point
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

    Recruitment Genius: Retirement Coordinator - Financial Services

    Negotiable: Recruitment Genius: To provide a prompt, friendly and efficient se...

    Recruitment Genius: Annuities / Pensions Administrator

    Negotiable: Recruitment Genius: You will be the first point of contact for all...

    Ashdown Group: HR, Payroll & Benefits Officer - Altrincham - up to £24,000.

    £18000 - £24000 per annum + benefits: Ashdown Group: HR, Payroll & Benefits Of...

    Ashdown Group: Learning and Development Programme Manager

    £35000 - £38000 per annum + benefits : Ashdown Group: A highly successful, int...

    Day In a Page

    Election 2015: How many of the Government's coalition agreement promises have been kept?

    Promises, promises

    But how many coalition agreement pledges have been kept?
    The Gaza fisherman who built his own reef - and was shot dead there by an Israeli gunboat

    The death of a Gaza fisherman

    He built his own reef, and was fatally shot there by an Israeli gunboat
    Saudi Arabia's airstrikes in Yemen are fuelling the Gulf's fire

    Saudi airstrikes are fuelling the Gulf's fire

    Arab intervention in Yemen risks entrenching Sunni-Shia divide and handing a victory to Isis, says Patrick Cockburn
    Zayn Malik's departure from One Direction shows the perils of fame in the age of social media

    The only direction Zayn could go

    We wince at the anguish of One Direction's fans, but Malik's departure shows the perils of fame in the age of social media
    Young Magician of the Year 2015: Meet the schoolgirl from Newcastle who has her heart set on being the competition's first female winner

    Spells like teen spirit

    A 16-year-old from Newcastle has set her heart on being the first female to win Young Magician of the Year. Jonathan Owen meets her
    Jonathan Anderson: If fashion is a cycle, this young man knows just how to ride it

    If fashion is a cycle, this young man knows just how to ride it

    British designer Jonathan Anderson is putting his stamp on venerable house Loewe
    Number plates scheme could provide a licence to offend in the land of the free

    Licence to offend in the land of the free

    Cash-strapped states have hit on a way of making money out of drivers that may be in collision with the First Amendment, says Rupert Cornwell
    From farm to fork: Meet the Cornish fishermen, vegetable-growers and butchers causing a stir in London's top restaurants

    From farm to fork in Cornwall

    One man is bringing together Cornwall's most accomplished growers, fishermen and butchers with London's best chefs to put the finest, freshest produce on the plates of some of the country’s best restaurants
    Robert Parker interview: The world's top wine critic on tasting 10,000 bottles a year, absurd drinking notes and New World wannabes

    Robert Parker interview

    The world's top wine critic on tasting 10,000 bottles a year, absurd drinking notes and New World wannabes
    Don't believe the stereotype - or should you?

    Don't believe the stereotype - or should you?

    We exaggerate regional traits and turn them into jokes - and those on the receiving end are in on it too, says DJ Taylor
    How to make your own Easter egg: Willie Harcourt-Cooze shares his chocolate recipes

    How to make your own Easter egg

    Willie Harcourt-Cooze talks about his love affair with 'cacao' - and creates an Easter egg especially for The Independent on Sunday
    Bill Granger recipes: Our chef declares barbecue season open with his twist on a tradtional Easter Sunday lamb lunch

    Bill Granger's twist on Easter Sunday lunch

    Next weekend, our chef plans to return to his Aussie roots by firing up the barbecue
    Joe Marler: 'It's the way I think the game should be played'

    Joe Marler: 'It's the way I think the game should be played'

    The England prop relives the highs and lows of last Saturday's remarkable afternoon of Six Nations rugby
    Cricket World Cup 2015: Has the success of the tournament spelt the end for Test matches?

    Cricket World Cup 2015

    Has the success of the tournament spelt the end for Test matches?
    The Last Word: Justin Gatlin knows the price of everything, the value of nothing

    Michael Calvin's Last Word

    Justin Gatlin knows the price of everything, the value of nothing