I have been trying to recover the credit I had with Rebel Energy for nearly 18 months, after the supplier closed.
My balance of £1,264 was transferred to British Gas, which took over Rebel's customers.
Unfortunately, I initiated a transfer to Ovo around the same time, as I didn't know Rebel was about to collapse.
I have been in limbo ever since. My many attempts to resolve the matter have been blocked because I am not recognised as a customer. Can you help? S.N., Edinburgh.
A reader is struggling to get British Gas to release £1,264 credit they had stored up to cover energy bills
The timing of your energy switch couldn't have been more unfortunate, with you initiating it on April 1, 2025, the same day Rebel went bust.
Under watchdog Ofgem's rules to protect consumers, when an energy firm goes out of business, a new one is appointed to take over its customers.
British Gas (BG) was selected to be the 'supplier of last resort' and began to supply Rebel's 90,000 customers from April 6, 2025.
Despite a slew of calls to BG customer service between May and December 2025 explaining your plight, the call handlers struggled to understand the situation because they deemed you not to be a customer.
You were told, incorrectly, that it was not BG's responsibility and to approach your new supplier, Ovo, or the administrators winding up Rebel. You had clearly slipped through the net.
Contrary to what you were told, your credit balance automatically became BG's responsibility, and it should have returned it to you on your request.
You raised a complaint right at the start, only to have it closed without resolution. You asked for it to be reopened.
The typical response was that someone was working on it with the administrators. The saga dragged on well into 2026.
In June, your hopes were raised that the battle would soon be over when a call from BG promised your payment within two weeks.
But two more months passed and still there was no sign of your money. We are still working on it, BG told you.
Exasperated, you contacted Teneo, the administrators of Rebel.
Do you manage to live a big lifestyle on a small income in retirement?
If so, I want to hear how you do it: Email: sally@dailymail.co.uk
It confirmed that the information BG required about your account would have been handed over in late 2025 or early 2026.
An update in late September in response to further pressing nearly sent you over the edge.
A spokesman said: 'Thank you so much for your patience. It's taking us longer to look into your complaint than we'd hoped, but we're doing everything we can to get back to you with a solution.'
Within two days of me intervening, BG contacted you to confirm your credit would be returned right away.
It duly arrived on October 6, along with an extra £200 as an apology.
I told BG I thought this a bit measly, considering the lengthy struggle you faced to get your money back. It upped it to £350.
BG explained that when you became its customer through the supplier of last resort process, a temporary account was due to be created to enable the £1,264 credit balance owed by Rebel to be automatically refunded.
But because you left BG before the transfer process was completed, the temporary account was not set up, thus preventing the refund from being issued.
A BG spokesman said: 'We're sorry for the delay S.N. experienced in receiving her previous supplier credit.
'We've been in touch to explain what happened, arranged for the full amount to be transferred to her, and have offered a goodwill payment to recognise the inconvenience caused.'
Fast pass farce at Gulliver's World
I purchased a family ticket online for Gulliver's World Theme Park in Warrington as a treat for my nephew who is severely disabled and is non-verbal.
I have taken him before, mainly because he was issued with a fast pass wristband on arrival, on presenting a confirmation letter from his consultant.
Without me realising it, the park changed the rules, and this pass must now be obtained online before entry.
I asked if they could issue one there and then just this once. They refused and showed no empathy even though my nephew was visibly upset and signing 'please'.
The family ticket had been scanned, so I accepted replacement paper tickets with the intention of going back a few days later.
But when I got home and tried to book a pass online for that date, none were available.
I contacted Gulliver's World to request a refund but got nowhere. I am now £101 out of pocket. Please help. C.F., St Helens, Merseyside.
How upsetting for your nephew and other family members to be turned away at the gate because staff could not issue a fast pass on the spot as they had done on previous visits.
The theme park does not sell paid-for fast passes, but offers them free to those with additional needs.
Unbeknown to you, the rules had changed since your last visit and these passes, which allow access to rides without lengthy queuing, had to be ordered in advance online.
I contacted Gulliver's World to ask why it couldn't have issued a pass on the day – and why it declined to offer a refund on the tickets when you couldn't get a pass for the next date you could all attend.
Although they had given you until November 1 to visit, no other date was possible due to your family's schedule.
The company told me its rules were updated in February 2025. It said this was stated on its website as well as printed as part of the booking confirmation that comes through after purchase.
On checking its website, I found the requirement is outlined in the guide for visitors with special needs, but I felt such an important change could have been highlighted more prominently.
I asked Gulliver's if it would reconsider your case. The same day it contacted you to say it would refund the £101 ticket price after all.
Your experience serves as a warning to other families with children with disabilities to check if a theme park's guidelines have changed.
A Gulliver's World Theme Parks spokesman says: 'The need to book online is stated in our additional needs guide on the website, which we would always advise anyone booking for someone with additional needs reads in advance.'
Straight to the point
I bought a mattress from John Lewis for £1,559.20, but six months later it has dipped on both sides and there's now a ridge down the middle.
John Lewis sent an inspector who confirmed the mattress has dipped. But it says this was within the manufacturer's allowed settlement.
J.W., via email.
John Lewis says it was disappointed to hear you were unhappy but said the independent specialist found normal wear after six months of use.
It is happy to review your case if you arrange an independent second opinion.
In August, I ordered two sets of curtains from Plumbs and paid a £1,207 deposit.
I was told delivery would take around six weeks but I never received them.
When I contacted Plumbs, I was told the order had been overlooked but it would be ready in one week.
I then chased again and was told Plumbs had a 'system outage' and couldn't give me any more information.
J.C., Hertford.
Plumbs says it had a 'significant system outage'. It has now arranged your installation and has given you a goodwill gesture.
EE installed a new router in our bedroom at the furthest point from the TV so the signal keeps dropping.
I questioned it at the time but the engineer said it was the optimum position as there are BT boxes outside the building.
When I contacted EE about the signal failures, it offered to sell me a broadband extender for £45, which I refused.
J.C., Sidcup, S.E. London.
EE apologises. It has relocated the router to a more suitable position.
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