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

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: Claims Administrator

    £16000 - £18500 per annum: Recruitment Genius: This is an excellent opportunit...

    Recruitment Genius: Senior SEO Executive

    £24000 - £28000 per annum: Recruitment Genius: A Senior SEO Executive is requi...

    Recruitment Genius: Online Customer Service Administrator

    £16000 - £18000 per annum: Recruitment Genius: An Online customer Service Admi...

    Recruitment Genius: Digital Marketing Executive

    £18000 - £22000 per annum: Recruitment Genius: This global, industry leading, ...

    Day In a Page

    'It was first time I had ever tasted chocolate. I kept a piece, and when Amsterdam was liberated, I gave it to the first Allied soldier I saw'

    Bread from heaven

    Dutch survivors thank RAF for World War II drop that saved millions
    Britain will be 'run for the wealthy and powerful' if Tories retain power - Labour

    How 'the Axe' helped Labour

    UK will be 'run for the wealthy and powerful' if Tories retain power
    Rare and exclusive video shows the horrific price paid by activists for challenging the rule of jihadist extremists in Syria

    The price to be paid for challenging the rule of extremists

    A revolution now 'consuming its own children'
    Welcome to the world of Megagames

    Welcome to the world of Megagames

    300 players take part in Watch the Skies! board game in London
    'Nymphomaniac' actress reveals what it was really like to star in one of the most explicit films ever

    Charlotte Gainsbourg on 'Nymphomaniac'

    Starring in one of the most explicit films ever
    Robert Fisk in Abu Dhabi: The Emirates' out-of-sight migrant workers helping to build the dream projects of its rulers

    Robert Fisk in Abu Dhabi

    The Emirates' out-of-sight migrant workers helping to build the dream projects of its rulers
    Vince Cable interview: Charging fees for employment tribunals was 'a very bad move'

    Vince Cable exclusive interview

    Charging fees for employment tribunals was 'a very bad move'
    Iwan Rheon interview: Game of Thrones star returns to his Welsh roots to record debut album

    Iwan Rheon is returning to his Welsh roots

    Rheon is best known for his role as the Bastard of Bolton. It's gruelling playing a sadistic torturer, he tells Craig McLean, but it hasn't stopped him recording an album of Welsh psychedelia
    Russell Brand's interview with Ed Miliband has got everyone talking about The Trews

    Everyone is talking about The Trews

    Russell Brand's 'true news' videos attract millions of viewers. But today's 'Milibrand' interview introduced his resolutely amateurish style to a whole new crowd
    Morne Hardenberg interview: Cameraman for BBC's upcoming show Shark on filming the ocean's most dangerous predator

    It's time for my close-up

    Meet the man who films great whites for a living
    Increasing numbers of homeless people in America keep their mobile phones on the streets

    Homeless people keep mobile phones

    A homeless person with a smartphone is a common sight in the US. And that's creating a network where the 'hobo' community can share information - and fight stigma - like never before
    'Queer saint' Peter Watson left his mark on British culture by bankrolling artworld giants

    'Queer saint' who bankrolled artworld giants

    British culture owes a huge debt to Peter Watson, says Michael Prodger
    Pushkin Prizes: Unusual exchange programme aims to bring countries together through culture

    Pushkin Prizes brings countries together

    Ten Scottish schoolchildren and their Russian peers attended a creative writing workshop in the Highlands this week
    14 best kids' hoodies

    14 best kids' hoodies

    Don't get caught out by that wind on the beach. Zip them up in a lightweight top to see them through summer to autumn
    Robert Fisk in Abu Dhabi: The acceptable face of the Emirates

    The acceptable face of the Emirates

    Has Abu Dhabi found a way to blend petrodollars with principles, asks Robert Fisk