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BizarreEditor's PicksSingle mum visited by bailiffs after energy firm mixed up her address with dozens of other customers

Single mum visited by bailiffs after energy firm mixed up her address with dozens of other customers

Single mum Rachel, who lives with her six-month old-baby Jackson, said she now has sleepless nights worrying that bailiffs will call again.

The home carer added: “I moved out of my mum and dad’s home to my flat in August last year.

“In January, I was absolutely mortified when a bailiff turned up at my door demanding £500 from me.

Rachel Kenworth, 29, of Ruddington, Notts, with her six-month-old son Jackson Kenworth, as she looks though dozens of bills

Rachel Kenworth, 29, of Ruddington, Notts, with her six-month-old son Jackson Kenworth, as she looks though dozens of bills

“I was heavily pregnant at the time and the stress was so unnecessary.

“I explained to him that I was the only resident to have ever lived in the flat because it was a new build.

“I didn’t hear anything for a while until about May time when my son was a few months old.

“Then I started receiving letters and bills relating the different area, but they were all addressed to me.

“It escalated quickly and I started to receive countless phone calls, text messages and letters.

“Some are normal bills, some are final demands and I’ve also had debt collectors trying to contact me.

“Whenever I hear the door go I’m just constantly on edge now.

“The whole thing has made me worried sick. It made me physically ill and took a toll on me.

“If my phone’s ringing sometimes I try and ignore it, hoping it would go away.

“When the letters just continued it started getting me really angry, especially after I told them about my circumstances.

“It was a joke for a bit but they were bombarding me with calls and the letters were getting even more.

“When I ring up to complain they say ‘oh well, I will just get my manager’ and he says he will ring another department but they never get back to me.

“I think they’re just passing the problem on. It would have been easier to climb Everest than deal with this company.

“Every time we tried to resolve it, we would end up going round in circles.

“My son is nearly seven months old and I should be enjoying my time as a new mum by bonding with my baby.

“I just want this to all be resolved so I can focus on his needs.”

Rachel has now lodged a complaint with the Energy Ombudsman after claiming it took Scottish Power more than six months to reply to her complaint.

She said she began calling the firm on January 28 and finally received a letter of acknowledgement sent on August 9.

The letter, signed by a customer service representative, says: “Please accept my sincere apologies for the service you have received to date.

“On reviewing your account I can see that you have contacted us many times regarding the issue and I am sorry that the matter has still not been resolved to your satisfaction.

“Your complaint is currently under investigation and has been passed to our Customer Care department, who will look to resolve your enquiry as soon as possible.”

Rachel Kenworth, 29, of Ruddington, Notts, with her six-month-old son Jackson Kenworth, as she looks though dozens of bills

Rachel Kenworth, 29, of Ruddington, Notts, with her six-month-old son Jackson Kenworth, as she looks though dozens of bills

Scottish Power has confirmed they are working to “resolve the issue” and has apologised for the “inconvenience”.

A spokesperson said: “We are yet to receive accurate information from the third party house builder [Stonewater] to establish correct plot numbers to properly align with customer accounts.

“We’d like to reassure customers in the development we are doing everything we can to resolve the issue and apologise for any inconvenience while we pursue the house builder involved.

“We will be in touch with Ms Kenworthy to address any issues directly.”

A spokesperson for Stonewater housing association, where Rachel lives, added: “We are aware that there have been problems with the energy accounts at this new housing scheme and have been liaising with Scottish Power to ensure they have the correct information.

“From what we understand, it would appear that all the accounts at Tongue Way have been set up by the supplier in the singular name of ‘Mrs Stonewater’ rather than being allocated to individual residents.

“Whatever the source of this on-going issue, the important thing is that it is resolved to avoid any further inconvenience to residents. We are continuing to work with the energy supplier to achieve this and are doing everything we can to support residents through any confusion.”

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