We receive letters about a wide array of problems here at Moneywise but we were shocked at the level of incompetence shown here by two of Britain's biggest energy suppliers.
When we got in touch, both companies were quick to hold their hands up and accept that Emma had received very poor service. nPower explained that the problem had come about as "national metering records were incorrect", leading to the initial switch taking place on an out-of-date, unused meter. It was a "horrendously complicated" problem but nPower admits that it should have sorted it out much more quickly.
"We can see why Ms Harris is so frustrated. We're really sorry about all the time it has taken to resolve this situation and we will make sure she is not left out of pocket."
nPower has now refunded her all the payments she made to it and given her £200 to cover the shortfall between her payments to it and what she owed British Gas. On top of that, it has also given Emma £75 in compensation.
British Gas has also apologised to Emma for its failings. The firm has stated that because it had failed to solve the issue over such a long period it will apply its 'back billing policy', which means it won't charge her for any bills that are older than one year.
"We are very sorry for any distress these problems may have caused Ms Harris. Although the initial fault was not our own, we should have resolved the issue. Because of our error we will only charge Ms Harris for the energy she has used in the past 12 months," says Elliott Grady, spokesperson for British Gas.
Now the situation is resolved, Emma is free to switch to the most competitive deal on the market - although this time she insists she will be making sure the switch has been completed before she hands over any money.