Sinn Féin Creggan representative Tina Burke has raised concerns about replacement smart cards used for payments for Firmus Energy
“I have been contacted by a constituent frustrated by the process where their smart card was rejected by their meter on Christmas Day after they topped it up in the local shop. They informed me that this is the second time that it has happened in the past year.
“They contacted the Firmus helpline to be told that they must go back to the shop, purchase a new card at the cost of £4, bring it back to their meter and register the card, go back to the shop and again top up their card and then send their old card and receipt to Firmus to be reimbursed.
“When the constituent raised concerns they were told by the call handler that ‘unfortunately that’s the process.
“While I appreciate that there needs to be a process when issues like this arise, I worry that in times of hardship many people, some elderly or vulnerable people would not be in a position to spare the extra cash to top up their gas.
“I would ask that Firmus look at this issue and consider putting a more efficient and considerate process in place where costumers in difficulty can be given support.