"It was honestly like banging my head against a brick wall..."
A 90-year-old man has described the nightmare process of trying to get back more than £1,000 from British Gas.
Albert Taylor was owed £1,089 by the energy giant because of a faulty gas meter. However, he spent nine months trying to get the cash and was rebuffed, making numerous fruitless calls to the company's customer service line and contacting three different solicitors - all of whom said they could not help.
Albert fed £1,074 into the defective pre-pay meter via the Post Office between September 1 and October 25.
"It was costing me so much, I knew something was wrong," he explained. "They finally admitted the meter was faulty, and I started trying to get my money back, but I couldn’t get them to pay me."
“It was honestly like banging my head against a brick wall,” said the retired upholsterer and great-grandfather from Middleton.
"I went to three solicitors' firms locally, but as soon as I mentioned the words 'British Gas,' they looked frightened to death and said they didn't deal with such matters. I said, 'Hang on, I haven't told you what the problem is yet.'"
"Losing that money meant I was short of money over Christmas, and I was unable to buy presents for my grandchildren and great-grandchildren. The amount of running around I’ve had to do, going to the bank and the Post Office, has really worn me out. It’s been very traumatic."
A spokesperson for British Gas has now admitted the company 'made a mistake' on Albert's case and, within 24 hours of being contacted they sent Albert a cheque.
His granddaughter, Zoe Brooks - who had advised him to contact the media after months of struggle, added: “I think it’s appalling that it takes an enquiry from the press to get back the money owed to a vulnerable old man. They should be ashamed of themselves.”
A spokesperson for British Gas said they had spoken to Wendy and a cheque had been sent to Albert. Today (Monday), he confirmed he had received it.
“Due to a mistake made by one of our advisors, Mr Taylor’s concerns weren’t escalated when he recently contacted us. For clarity, it would be misleading to say that British Gas were refusing to refund him, the problem was caused through advisor error.
“We appreciate it’s been difficult for Mr Taylor, we’ve spoken with his stepdaughter to say sorry, have reassured her that this has now been resolved, and confirmed that a refund plus a goodwill gesture is on its way.” Follow Manchester Today on Facebook, and Instagram. Send your story ideas to Newsdesk@ManchesterToday.org.uk
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