SSE and Ovo: prepay meter pain and distressing demands

theguardian.com:

I have a serious issue with SSE Energy, as every time I top up my prepayment meter, it puts 70% of the money towards the debt on my account.

Over four days, the company has taken £77 out of £110 of top-ups. I’m a single mum with two children and can’t afford repayments at this level but no one will listen.

I have had some financial difficulties and owe it about £1,000. Over a year ago it installed a prepayment meter and everything was going OK until Friday 21 April.

I had used all my emergency credit, so topped up my gas with £40. Out of the blue, it put £28 towards my debt and gave me a £12 gas credit.

On the Sunday I put another £30 on the meter. Again, £21 went to debt and £9 towards gas. The next day I called the company helpline and was told I would not be charged this rate when I next topped up.

So I loaded on another £40 but again £28 went towards debt, leaving £12 for gas. Realising that 70% of my top-up money was going on debt repayments, I called and explained it was too much.

I was told that 70% was the standard rate and I explained, again, that I could not afford to pay that much. I also asked if I could benefit from the government’s breathing space scheme.

After requesting to speak to a manager, I got a call back that evening. They advised me to top up with £10 to allow the 70% to be taken, as it was a weekly rate.

When I told her I got charged 70% every time, she promised to look into it and to call back within 24 hours. Two days on and I have not heard anything.

I work as a freelance and am on universal credit. I also suffer from clinical depression. SSE has all this information. Can you help?

SL, London

My 95-year-old cousin JF has been receiving payment demands from Ovo Energy since January. This is