Overcharged and getting demands of previous energy company
Discussion
Morning all, I'll try and keep this to the point.
We moved into our rented place last year and were recommended an energy company. Since then, nothing but problems.
For starters, they cancelled a direct debit for no apparent reason. I rang them up and got that re-instated.
Fast forward to today. The contract came to an end (March 2018), which meant they wanted to put us onto a very expensive tariff. Naturally, as I'd had problems with them, I was keen to switch, which I did so in March.
Then I noticed that they were still charging me for gas. When I queried it, they were still somehow supplying my gas even though the electric had been switched in March when it should have been; there had been some kind of delay. That finally went through to the new company in May.
Then the demand letters for an overdue account started coming through. I rang them up, and they say I owed them £186 for gas in 3 months (which is obviously FAR too much - our gas was only about £23 a month).
When I asked for a statement, it's based on an estimate, and the starting estimate (Jan 2018) was 9,500 on my meter, and the end estimate (April 2018) is 10,500.
I have a photo that I took of the gas meter from October 2017 where you can see the reading was 9,750. I was taking these so I had a record when I was submitting readings to the old company.
So I have 'proof' that their estimate is wrong.
The last email I got from them is:-
I have looked into this for you and because the previous bill in April is £186.45 in debt we can't stop sending you correspondence for the debt. I can also see in May you left ourselves and the final bill can take 8 weeks to be produced. I can also see you have a complaint on your account, as this is not a customer service query anymore I will be closing the email thread.
So I have spoken to them and they say they need to produce a final bill but they are not being co-operative and now are saying I have 7 days to pay before they take action, which could damage my credit score, and they are threatening court action, bailiffs, and cutting off my service and/or installing a pre-payment meter (which is slightly amusing as they no longer supply my energy!).
This has been dragging on for months, I have rang them up, emailed them repeatedly offering to sort it out, as long as the price was fair, but they are guessing at what I have used and are massively over-estimating. It's clear they have no interest in cooperating and are only interested in ripping me off.
I have never found myself in this situation before so am wondering what my best course of action is now.
We moved into our rented place last year and were recommended an energy company. Since then, nothing but problems.
For starters, they cancelled a direct debit for no apparent reason. I rang them up and got that re-instated.
Fast forward to today. The contract came to an end (March 2018), which meant they wanted to put us onto a very expensive tariff. Naturally, as I'd had problems with them, I was keen to switch, which I did so in March.
Then I noticed that they were still charging me for gas. When I queried it, they were still somehow supplying my gas even though the electric had been switched in March when it should have been; there had been some kind of delay. That finally went through to the new company in May.
Then the demand letters for an overdue account started coming through. I rang them up, and they say I owed them £186 for gas in 3 months (which is obviously FAR too much - our gas was only about £23 a month).
When I asked for a statement, it's based on an estimate, and the starting estimate (Jan 2018) was 9,500 on my meter, and the end estimate (April 2018) is 10,500.
I have a photo that I took of the gas meter from October 2017 where you can see the reading was 9,750. I was taking these so I had a record when I was submitting readings to the old company.
So I have 'proof' that their estimate is wrong.
The last email I got from them is:-
I have looked into this for you and because the previous bill in April is £186.45 in debt we can't stop sending you correspondence for the debt. I can also see in May you left ourselves and the final bill can take 8 weeks to be produced. I can also see you have a complaint on your account, as this is not a customer service query anymore I will be closing the email thread.
So I have spoken to them and they say they need to produce a final bill but they are not being co-operative and now are saying I have 7 days to pay before they take action, which could damage my credit score, and they are threatening court action, bailiffs, and cutting off my service and/or installing a pre-payment meter (which is slightly amusing as they no longer supply my energy!).
This has been dragging on for months, I have rang them up, emailed them repeatedly offering to sort it out, as long as the price was fair, but they are guessing at what I have used and are massively over-estimating. It's clear they have no interest in cooperating and are only interested in ripping me off.
I have never found myself in this situation before so am wondering what my best course of action is now.
I wonder if the company concerned rhymes with Mpower?
In any case, you need to escalate your complaints to the executive complaints department, they have the power to put everything on hold until the situation has been resolved and can apply compensation as well.
Just keep all correspondence, and don't agree to anything without getting it in writing.
In any case, you need to escalate your complaints to the executive complaints department, they have the power to put everything on hold until the situation has been resolved and can apply compensation as well.
Just keep all correspondence, and don't agree to anything without getting it in writing.
Mammasaid said:
I wonder if the company concerned rhymes with Mpower?
In any case, you need to escalate your complaints to the executive complaints department, they have the power to put everything on hold until the situation has been resolved and can apply compensation as well.
Just keep all correspondence, and don't agree to anything without getting it in writing.
Thanks. The company in question may have the same initials as a well known mobile phone service provider...In any case, you need to escalate your complaints to the executive complaints department, they have the power to put everything on hold until the situation has been resolved and can apply compensation as well.
Just keep all correspondence, and don't agree to anything without getting it in writing.
TameRacingDriver said:
M
When I asked for a statement, it's based on an estimate, and the starting estimate (Jan 2018) was 9,500 on my meter, and the end estimate (April 2018) is 10,500.
I have a photo that I took of the gas meter from October 2017 where you can see the reading was 9,750. I was taking these so I had a record when I was submitting readings to the old company.
Hang on, so their estimate was actually lower than reality? You had an actual 9,750 in Oct 17, they had 9,500 estimate in Jan 18. Or have I missed something?When I asked for a statement, it's based on an estimate, and the starting estimate (Jan 2018) was 9,500 on my meter, and the end estimate (April 2018) is 10,500.
I have a photo that I took of the gas meter from October 2017 where you can see the reading was 9,750. I was taking these so I had a record when I was submitting readings to the old company.
The only real bit that matters is what the actual reading was on the day you left. Was it near 10,500? What value did you give to the new supplier? If you haven't got this have you got a more recent reading?
if you have always been on estimates at £23 a month, then could it be this final bill is a catch up as you weren't paying enough? Also remember Feb/March was cold so this would have bumped usage up (although not by a factor of 3). When was the last time your bill with the old supplier used an actual reading?
gazapc said:
Hang on, so their estimate was actually lower than reality? You had an actual 9,750 in Oct 17, they had 9,500 estimate in Jan 18. Or have I missed something?
The only real bit that matters is what the actual reading was on the day you left. Was it near 10,500? What value did you give to the new supplier? If you haven't got this have you got a more recent reading?
if you have always been on estimates at £23 a month, then could it be this final bill is a catch up as you weren't paying enough? Also remember Feb/March was cold so this would have bumped usage up (although not by a factor of 3). When was the last time your bill with the old supplier used an actual reading?
Correct. Meter read 9,750 in Oct17, their estimate was 9,500 at Jan18, so unless my meter is going in reverse, then what they are suggesting simply isn't possible. They are making out that I have used 1,000 units in 3 months, when in fact I've only used a maximum of 750 in 6 months, so their final bill is well over double what I think it should be.The only real bit that matters is what the actual reading was on the day you left. Was it near 10,500? What value did you give to the new supplier? If you haven't got this have you got a more recent reading?
if you have always been on estimates at £23 a month, then could it be this final bill is a catch up as you weren't paying enough? Also remember Feb/March was cold so this would have bumped usage up (although not by a factor of 3). When was the last time your bill with the old supplier used an actual reading?
I'm not trying to get out of paying what I owe, if indeed, I owe anything, but I am not going to be ripped off either.
The meter reading of 10,500 in April is roughly speaking correct.
TameRacingDriver said:
Correct. Meter read 9,750 in Oct17, their estimate was 9,500 at Jan18, so unless my meter is going in reverse, then what they are suggesting simply isn't possible. They are making out that I have used 1,000 units in 3 months, when in fact I've only used a maximum of 750 in 6 months, so their final bill is well over double what I think it should be.
I'm not trying to get out of paying what I owe, if indeed, I owe anything, but I am not going to be ripped off either.
The meter reading of 10,500 in April is roughly speaking correct.
Was Oct 17 when you started with them/moved in?I'm not trying to get out of paying what I owe, if indeed, I owe anything, but I am not going to be ripped off either.
The meter reading of 10,500 in April is roughly speaking correct.
If it was earlier than this, do you & they have an actual reading from the day you moved in?
TameRacingDriver said:
No, contract started February 2017
The photo was taken off while I was submitting a meter reading to them.
Did they base the first bill starting point off the actual reading when your contract started?The photo was taken off while I was submitting a meter reading to them.
Two options:
1. If they didn't then that is the point to argue.
2. If they did, unfortunately it seems they underestimated your usage at £23 per month and you've used over ~14 months more than this. They are now catching up for what you've used.
It is not great that they didn't update your bill based off actual readings but all that would have meant was you paid more in October 2017. The overall amout would be the same.
king energy companies... just uploaded a meter reading and noticed my account is £2,100 in credit... that's more than my bills total for a year!Hmm more wondering who this energy provider is as most tenancy contracts I know have been taken over by pretty much one provider with no "spark" should we say as there was plenty of backhanders going on.
The story of the OP chimes with so many stories I have read it is nothing short of a joke, even more frustrating as some tenancy contracts when it comes to energy providers are more onerous than ever and make changing the provider a huge hurdle to cross.
After we bought our place the new provider was spot on, but closing the account from the rented place was a nightmare and added salt was added via not paying the refund in original timescales. Jokers.
The story of the OP chimes with so many stories I have read it is nothing short of a joke, even more frustrating as some tenancy contracts when it comes to energy providers are more onerous than ever and make changing the provider a huge hurdle to cross.
After we bought our place the new provider was spot on, but closing the account from the rented place was a nightmare and added salt was added via not paying the refund in original timescales. Jokers.
gazapc said:
Did they base the first bill starting point off the actual reading when your contract started?
Two options:
1. If they didn't then that is the point to argue.
2. If they did, unfortunately it seems they underestimated your usage at £23 per month and you've used over ~14 months more than this. They are now catching up for what you've used.
It is not great that they didn't update your bill based off actual readings but all that would have meant was you paid more in October 2017. The overall amout would be the same.
The outstanding bill clearly states that the time period for the bill is jan-april this year.Two options:
1. If they didn't then that is the point to argue.
2. If they did, unfortunately it seems they underestimated your usage at £23 per month and you've used over ~14 months more than this. They are now catching up for what you've used.
It is not great that they didn't update your bill based off actual readings but all that would have meant was you paid more in October 2017. The overall amout would be the same.
royceybaby said:
It may be that I am not reading it correctly, but...
Are you arguing that you should be paying less as they have not estimated the previous bills correctly?
To give some advice we need to know does the reading at the start of the contract match and does the reading at the end match?
The contract began in Feb 2017 (9,350 on the meter).Are you arguing that you should be paying less as they have not estimated the previous bills correctly?
To give some advice we need to know does the reading at the start of the contract match and does the reading at the end match?
The meter read 9,750 @ Oct 2017
At the end of the contract, the meter reads 10,500.
They have produced a bill for Jan 2018 to April 2018 of £309. Based on an estimated 9,500 on the meter in Jan 2018 and 10,500 in April. My account was previous £43 in credit anyway and I’d paid £80 in direct debit payments but they still want £186 for 3 months of gas.
In other words, they are saying I’ve used approx 350 units per month in gas for that 3 month period, when in actual fact my calculations suggest I was actually using around 100 units per month over a 7 month period, and I’m pretty sure my meter doesn’t go backwards!
So yeah, I’m suggesting I should be paying less. Probably nothing at all in fact? Or have I missed something glaringly obvious?
TameRacingDriver said:
The contract began in Feb 2017 (9,350 on the meter).
The meter read 9,750 @ Oct 2017
At the end of the contract, the meter reads 10,500.
They have produced a bill for Jan 2018 to April 2018 of £309. Based on an estimated 9,500 on the meter in Jan 2018 and 10,500 in April. My account was previous £43 in credit anyway and I’d paid £80 in direct debit payments but they still want £186 for 3 months of gas.
In other words, they are saying I’ve used approx 350 units per month in gas for that 3 month period, when in actual fact my calculations suggest I was actually using around 100 units per month over a 7 month period, and I’m pretty sure my meter doesn’t go backwards!
So yeah, I’m suggesting I should be paying less. Probably nothing at all in fact? Or have I missed something glaringly obvious?
When you had your previous bill (one before final) did they use 9750 or 9500?The meter read 9,750 @ Oct 2017
At the end of the contract, the meter reads 10,500.
They have produced a bill for Jan 2018 to April 2018 of £309. Based on an estimated 9,500 on the meter in Jan 2018 and 10,500 in April. My account was previous £43 in credit anyway and I’d paid £80 in direct debit payments but they still want £186 for 3 months of gas.
In other words, they are saying I’ve used approx 350 units per month in gas for that 3 month period, when in actual fact my calculations suggest I was actually using around 100 units per month over a 7 month period, and I’m pretty sure my meter doesn’t go backwards!
So yeah, I’m suggesting I should be paying less. Probably nothing at all in fact? Or have I missed something glaringly obvious?
Your total usage is final reading minus start reading. Unless they used 9750 as the end point of one bill and then 9500 as the start of the next I struggle to see what the problem is.
Edit: I would not read it as using 350 units per month. They are trying to catch up on their previous underestimate.
Edited by gazapc on Monday 30th July 19:15
gazapc said:
When you had your previous bill (one before final) did they use 9750 or 9500?
Your total usage is final reading minus start reading. Unless they used 9750 as the end point of one bill and then 9500 as the start of the next I struggle to see what the problem is.
I’ve not had any other statements from them. I only really got this one because I asked for it.Your total usage is final reading minus start reading. Unless they used 9750 as the end point of one bill and then 9500 as the start of the next I struggle to see what the problem is.
They set up the direct debit and asked for meter readings and that was it.
I tried to register for online but at the time I signed up they did not have a working website so that option was out. That bit should have rang alarm bells, thinking back.
The statement clearly gives the date of Jan 2018 reading of 9,500. But if it was 9,750 in October, how can it be 9,500 in January?
TameRacingDriver said:
I’ve not had any other statements from them.
They set up the direct debit and asked for meter readings and that was it.
I tried to register for online but at the time I signed up they did not have a working website so that option was out. That bit should have rang alarm bells, thinking back.
The statement clearly gives the date of Jan 2018 reading of 9,500. But if it was 9,750 in October, how can it be 9,500 in January?
I can kind of see where you are coming from now.They set up the direct debit and asked for meter readings and that was it.
I tried to register for online but at the time I signed up they did not have a working website so that option was out. That bit should have rang alarm bells, thinking back.
The statement clearly gives the date of Jan 2018 reading of 9,500. But if it was 9,750 in October, how can it be 9,500 in January?
If, as you say, you have no other bills from then you need to get them. There is a discrepancy in what readings you have provided and what they are basing your bill on. The start and end readings are not in doubt as you both agree them, it's how they attributed your payments over the contract term.
Either you have been underpaying or they have cocked up the billing. I would bet on the former.
If it's anything like our NPower contract we just left. The repayment amounts are too low even though we provided readings every month it takes forever to act on them.
TameRacingDriver said:
I’ve not had any other statements from them. I only really got this one because I asked for it.
They set up the direct debit and asked for meter readings and that was it.
I tried to register for online but at the time I signed up they did not have a working website so that option was out. That bit should have rang alarm bells, thinking back.
The statement clearly gives the date of Jan 2018 reading of 9,500. But if it was 9,750 in October, how can it be 9,500 in January?
It can be 9500 if they underestimated your consumption and erroneously ignored your October reading.They set up the direct debit and asked for meter readings and that was it.
I tried to register for online but at the time I signed up they did not have a working website so that option was out. That bit should have rang alarm bells, thinking back.
The statement clearly gives the date of Jan 2018 reading of 9,500. But if it was 9,750 in October, how can it be 9,500 in January?
Assuming they had the initial reading, Ignore the October and January reading for the moment as it is confusing matters.
Initial reading = 9350
Final reading = 10500
Total used = 1150
That is all that matters.
Now, how they split that up is largely irrelevant. I suspect they underestimated your usage initially (so you paid less), ignored your meter reading and are now catching up. It's not going backwards if the previous bill also was estimated at the same figure.
I would ask them to send through any previous bills, or at a minimum see what readings they were using. That way you can track how many units in total they have charged you for.
I will try and get the other bills but I would bet my dinner on the fact it'll just be more estimates. I don't know why they bother asking for the readings. I've been paying direct debits all this time for gas and while I can't guarantee I haven't been underpaying I take issue with the fact I would owe them anything like what they're saying. We are very light users.
Get the very first bill, and check the initial meter reading - which should be 9350 or whatever.
Get the final bill and check the meter reading - 10500 by the sounds of it.
If both of those are correct then you owe the money. They may have used estimates throughout the contract period, but if the initial reading is correct and the final reading is correct then I struggle to understand what your argument is, you've clearly used the gas.
Simples.
EDIT;
You've even spelt it out here.
Sorry, but you do have to pay.
Get the final bill and check the meter reading - 10500 by the sounds of it.
If both of those are correct then you owe the money. They may have used estimates throughout the contract period, but if the initial reading is correct and the final reading is correct then I struggle to understand what your argument is, you've clearly used the gas.
Simples.
EDIT;
You've even spelt it out here.
TameRacingDriver said:
The contract began in Feb 2017 (9,350 on the meter).
The meter read 9,750 @ Oct 2017
At the end of the contract, the meter reads 10,500.
Based on an estimated 9,500 on the meter in Jan 2018 and 10,500 in Ap
So in October 17 you had used 400 units by your own meter readings, and yet they only billed you for 150 units of estimated use between Feb 17 and Jan 18. Now they've corrected the figures and have lumped all the cost into the final bill because they had underestimated your usage. The meter read 9,750 @ Oct 2017
At the end of the contract, the meter reads 10,500.
Based on an estimated 9,500 on the meter in Jan 2018 and 10,500 in Ap
Sorry, but you do have to pay.
Edited by Condi on Monday 30th July 21:10
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