Energy bill chaos
We're constantly told that changing gas or electricity providers can lead to huge savings.
But, for elderly or vulnerable people who may not understand what's involved, switching can lead to upset and confusion.
Ann Kerr, 70, and her husband Sandy live in Barry. She's always managed the household bills.
Around the time they moved into their home 18 months ago, their son Thomas and daughter-in-law Julie were becoming increasingly concerned about Ann's health.
Thomas explained that his mother used to be very bright and quick but in the last two years has changed and is almost unrecognisable at times.
It can be as if family members don't exist and she remembers the past not the present, which can be upsetting.
A doctor at Llandough Hospital had told them that Ann had Alzheimer's and that her memory would go.
With Ann's husband Sandy suffering from Parkinson's disease, it soon became obvious that neither could manage the household bills.
Last July, Thomas and Julie were given power of attorney to deal with their affairs.
On looking through Ann's bills and statements, they realised she had been paying several utility companies for the same gas and electricity supply.
Julie said: "When she moved into the house she was with npower. Swalec phoned and said 'would you like to come over to us' and my mother-in-law agreed.
"The same thing happened with Swalec and she agreed but, because of her condition, she couldn't remember that she'd done that and agreed to set up the direct debits.
"And at one stage it was on a monthly basis that she, they were changing."
The companies battling it out for Ann's energy supply were British Gas, Swalec and npower. It seemed that every time Ann was contacted by one of them, she agreed to switch. But each time she did - the bills kept coming.
When Julie contacted British Gas they stopped billing but things weren't so simple with npower and Swalec.
Julie explained that Ann's condition meant she couldn't remember being called or signing up but says this didn't receive a sympathetic response and, initially, the companies would only speak to Ann as the account was in her name.
In 12 months Swalec and npower billed Ann a combined total of over £2,000 for her energy supply. Julie even sent both companies a doctor's letter explaining her mother-in-law's condition, and spent eight months trying to resolve matters.
Julie said the companies would tell her they would receive a letter within seven to 10 days saying it was all dealt with but then another bill would arrive threatening court action if it was not paid.
X-Ray contacted the energy distribution companies to find out exactly who was supplying the Kerrs with gas and electric and at what times.
In the last 18 months, Ann's gas supplier has changed three times, her electricity supplier eight times - on average a change every two months.
Rules governing the energy market do allow customers to switch every 28 days but Thomas feels safeguards are needed when companies cold call customers.
If you're worried about your elderly relatives being at risk of cold calling you can:
Ask for them to be put on the company's priority services register - a special service for vulnerable consumers. Ros Williams, from Age Concern Cymru, said being on the register means you get no estimated bills, can designate a time for the metre reader to call, have a password so you know who the person is and get support if you run up a big bill.
If you have Power of Attorney, provide proof and write to the energy company, asking to opt out of any future sales activity. All suppliers can do this.
To prevent prospective suppliers calling, you can register with the .
X-Ray contacted Swalec and npower who agreed to cancel Ann's outstanding bills and refund her overpayments.
Npower has refunded the Kerrs £151, and cancelled a further outstanding balance of £458. The company told us they were very concerned and acted as soon as they were aware of the situation to put things right.
British Gas said they weren't aware of Ann's condition. They've now removed all her details from their marketing database and taken her phone number off their systems.
Swalec have also provided the Kerrs with a full refund. They say they acted in good faith and had they known Ann was suffering from Alzheimer's they would not have progressed with the transfer.
