A slight aside but relevant in a way...
Dad passed away in an 'EMI' home with dementia 3 years ago leaving mum who is now 91 living alone but 1/4 mile from me. She is deteriorating and occasionally asks if she ought to go into a home (with the express intention that we say "no").
I checked her dual-fuel bill the other day and found she had racked-up 450+GBP of credit
after paying her 6-month bill for electricity and they were going to "carry it over"!!

18 months-worth and rising fast!
So I rang up the supplier and told them to pay back the excess and reduce the DD by two-thirds. Got there eventually but chose to go on a "10% lower tariff" in return for signing up for 12 months.
Confirmation letters came a few days later and my mum opened one but baulked at the others because she didn't like what she saw (references to the internet actually, that scared her). When I got to read them, sure enough they'd downed the DD and promised to pay the balance back. But blow me, they only increased her gas DD by 50% when she was in credit on that as well!!!

Luckily the next phone call to them got a very speedy apology otherwise they would have been roasted and dumped.
Wife (who was watching me) couldn't keep a straight face when they asked me to put my mum on the phone to confirm I could speak on her behalf. Mum described me as her husband and then when challenged, indignantly said that her husband was deceased. We were actually lucky that the person on the other end could appreciate the meanderings of the demented mind!
