ASK TONY: British Gas left me in tears

I was horrified when water came through my blanket and called British Gas to report a broken pipe. But what happened next left me in tears.

I followed her several times and someone arrived seven hours later. He said he couldn't fix it then, but would come back after the bank holiday. It was Easter. He suggested putting a bucket under it. I didn't sleep that night and got into terrible chaos at 6 a.m.

Then I called a local plumber in tears. He came within ten minutes and repaired the leak within an hour and charged £ 80. After paying British Gas Insurance for emergency repairs, I had to pay someone else to fix my burst pipe. To make the injury worse, I just got a call – two weeks after the pipe broke – to say someone would come to fix the problem.

J. S. Poole, Dorset.

Screaming shame: The British Gas plumber said he couldn't fix the burst pipe at the time and suggested that a bucket be placed under it

According to British Gas, the contracted plumber was at your home for about an hour and a half and found the leak under a vanity in your bathroom.

I was told that he made the floor safe before leaving.

It appears that the contractor has not kept a record of attempts to postpone the appointment.

Further delays were due to the fact that engineers were on leave and “processes were missed”.

As far as they knew, you could wade around and face an inflated water bill.

British Gas spoke to you to find out the full amount of work that you had to pay for.

Their total cost was £ 350 which British Gas will reimburse. A spokesman apologizes for the inconvenience and for having to organize your own plumber.

In July 2017, my mother was hospitalized, where she stayed until October before moving to a nursing home.

I had a power of attorney, so I contacted the Ministry of Labor and Pensions to find out how much she had to pay back from her attendance allowance (which helps pay for caregivers).

They asked for £ 498.60. I sent a check on November 13, which was cashed on November 29. In 2019, I received a few letters saying that the amount was still outstanding and threatened debt management.

I asked the bank and wrote back and asked DWP to check their records because the money had been paid.

My mother died on May 2, 2019 and I received another letter from DWP.

I gave the documents to the people who dealt with their will, contacted the bank for a copy of the check, and passed it on.

The property has just been populated and I have found that executors have paid the bill again to complete the property.

P.W., Norwich.

How frustrating to have done everything right just so that executors can do another job. It was equally frustrating that the DWP was tracking an invoice that you had already paid.

DWP admits an error has occurred and refunded you the £ 498.60. It also apologized for the inconvenience and stress it caused.

If a customer wishes to make a request for attendance allowance, they can call 0800 731 0122 or write to attendance allowance, Mail Handling Site A, Wolverhampton WV98 2AH.

My daughter went through an insurance comparison website and Halifax was the best choice.

In January, her three-year-old threw his toy car, which broke her TV screen.

Halifax rejected her claim on the grounds that she had made two previous claims within three years, according to which she did not take out insurance on that basis.

She said that she entered both claims on the comparison page.

This went back and forth with Halifax. The comparison site says Halifax is to blame. My daughter is pregnant without insurance at 37 weeks of pregnancy because it is far too expensive to reduce her data.

P.M., by email.

Although I have some understanding of your daughter's situation, these are the facts.

The information provided to Halifax was that your daughter claimed £ 1,500 on December 13, 2017 and a second on January 3, 2018.

The second claim was set to zero, but there had actually been a payout.

The policy documents containing this information that Halifax sent to your daughter were clear.

Halifax firmly believes that if it had known that two claims had been paid, your daughter would not have accepted it as a customer.

Her daughter paid monthly and a payment of £ 26.80 was refunded.

She can now go to the Financial Ombudsman.

After seeing the evidence, I don't rate her chances of challenging Halifax.

Your letter serves as a reminder that we must review all insurance documents sent by the insurers to ensure that they are correct.


I am 80 years old and I pay for a Virgin Media package that includes broadband, landline and a wide range of television channels. If the BBC Free TV licenses for over 70s are scrapped, do I have to pay for one?

D. T., email

If you watch or record live TV on a channel, either from your TV or website, you must have a license. You also need one to watch shows on the BBC iPlayer. From August, you are only entitled to a free TV license if you apply for a pension credit.

I asked NS & I six weeks ago to pay my late mother's premium bonds and Isa account, but I still haven't received the money.

A. B., Pedmore, West Midlands.

NS & I said it received your request on April 1 and responded on May 15, asking you to send an estate permit that it has not yet received. It means that payment cannot be made until you send it.

My flight was canceled and I had to pay £ 1,784 for another one to Mumbai on short notice, in addition to the £ 858 I had already paid. I think Expedia should pay me compensation for the stress caused.

D.O., by email

Expedia reimbursed the cost of the original ticket because it couldn't find an alternative direct flight for you. It is recommended that you contact the airline you originally booked with to check whether expenses are taken into account.

On March 13, I tried to withdraw £ 200 from my Sainsbury ATM. But while I put my card away, the money was sucked back into the machine. I reported it to my bank Barclays, but the money still hasn't been returned.

B. S., Conwy.

Barclays told you that if the money does not appear in your account after 24 hours, it will be investigated, which can take 12 working days.

It did so and the money has now been repaid. Barclays also gave you £ 50 for the inconvenience.

We look forward to hearing from our loyal readers. So please ask us to email us during this challenging time, if possible, because we don't pick up letters sent to our mailing address as regularly as usual. You can write to: asktony @ or, if you prefer, Tony, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT, ask – please provide your phone number, mailing address and a separate note to them insulting organization that gives them permission to speak to Tony Hazell. We regret that we cannot respond to individual letters. Please do not send original documents as we cannot take any responsibility for them. The Daily Mail has no legal responsibility for the answers given.

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