The unauthorised direct debit came out of their account despite their utility account being in credit.
'It takes us a long time and a lot of hard work to earn that money,' Elizabeth Stark said.
While the money was eventually refunded five days after the debit, it took weeks of waiting and claims to the Ombudsman before Mrs Stark was told it was caused by a “technical fault”. Describing the moment her husband noticed the £3000 anomaly in their bank statement, she added that he was “spitting nails”.
In an effort to find answers, she sent a letter with recorded delivery directly to ScottishPower’s executive. The three-page letter called for answers over how the unauthorised withdrawal could have happened in the first place.
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