What started as a £230 energy bill quickly uncovered a much bigger problem.
Client profile
Albert is an elderly gentleman living alone in council accommodation. He manages multiple health conditions, including breathing difficulties and limited eyesight. These challenges significantly impact his ability to read correspondence and use the telephone independently, leaving him vulnerable when managing his finances and essential services.
Reason the client was seeking advice
Albert attended the foodbank to meet with Citizens Advice Harlow’s Financial Capabilities Adviser after receiving a letter from his energy supplier stating he owed £230.
A family member had previously supported Albert in setting up a direct debit for his bills. However, following the passing of this relative, Albert no longer knew which bank account the payments were coming from or how his bills were being managed. This left him confused, concerned, and at risk of falling further into debt.
How Citizens Advice Harlow helped
Our adviser immediately began supporting Albert by attempting to complete a full benefits check to ensure he was receiving all entitlements. However, Albert was unsure of his income, including details of both his State Pension and private pension, and was unclear whether he was receiving any additional benefits.
To build a clearer financial picture, the adviser recommended that Albert obtain five months of bank statements. Albert returned the following week with the requested documents.
Upon reviewing the statements, our adviser quickly identified multiple suspicious transactions that Albert did not recognise. Acting promptly, our adviser contacted the bank on Albert’s behalf, explaining his limited digital skills, poor eyesight, and health conditions, and raised concerns regarding the unknown transactions.
The bank responded immediately by launching a fraud investigation, which remains ongoing. To date, the bank has identified thousands of pounds worth of fraudulent activity on Albert’s account.
While the investigation was underway, our adviser continued to provide practical support with Albert’s energy debt. A manageable repayment plan was negotiated to address the £230 arrears, and a new direct debit was established to ensure future bills were paid consistently.
To update the account accurately, the energy supplier required a current meter reading. Despite his limitations, Albert was supported to take a photograph of the meter, enabling our adviser to submit the reading on his behalf.
In addition, Albert was successfully registered for the Priority Services Register (PSR), ensuring he will receive additional support from his energy provider due to his age and health conditions, particularly in the event of service disruptions.
A benefits calculation also identified that Albert may be entitled to Housing Benefit and Council Tax Support. We assisted him in submitting applications to Harlow Council for both.
Outcome
As a result of our intervention:
Albert’s bank issued him with a new bank card and provided guidance on safeguarding his PIN and recognising suspicious account activity.
The ongoing fraud investigation has, to date, uncovered over £12,500 in fraudulent transactions, all of which has been refunded to Albert.
A sustainable repayment plan is in place for his energy debt, and a new direct debit ensures his bills are now managed effectively.
Albert has been added to the Priority Services Register, increasing his protection and access to support.
Applications for Housing Benefit and Council Tax Support have been submitted, with decisions pending.
Albert is now in a far more stable and secure financial position. He has regained control over his essential outgoings and is better protected against future risks. Our adviser continues to support him while awaiting the outcome of his benefit applications.
NB: Names and certain details have been changed to protect our clients anonymity