Atlantic price increase

SimpleSimon_2

I've just received my final bill having taken Martins advice and the increase has been back dated. I've called Atlantic and they agree I was in time for not accepting the increase but say I was 4 days over the limit to change supplier. Hmm.

Given that I wrote the letter to leave and sorted out a new supplier on the same day and that there was some error in the transfer of my details to the new supplier and that the time to effect the transfer is totally outside of my control I feel that this is unjustified.

Since the difference amounts to £117 I've told Atlantic that I will pay the pre increase prices and I dispute the difference.

Any advice on what to do next? I've thought of contacting Ofgem but having contact an Ofxxx before, I don't hold up much hope.

Addendum.

I've just spoken to Consumer Direct, who were very helpful. They basically advocated what I proposed to do and pointed out that the timescale for change of supplier is totaly outside of my control and I should not be penalised for any delay in the process. So we agree there!

They also mentioned that if Atlantic access my cheque for the revised amount it amounts to an acceptance of my dispute and it's game over!

Premier_2

SimpleSimon wrote: »

...They also mentioned that if Atlantic access my cheque for the revised amount it amounts to an acceptance of my dispute and it's game over!

I'd be careful over that one.

Check their terms & conditions. Many companies (not just energy suppliers) will simply bank any money received, without accepting any liability. They do this for security reasons. Think about it, having to store all those cheques where payment in full is disputed. What should they do? Pay to send them back and then the customer denies they have? Keep them pending resolution? What happens if it takes longer than 3 months? Most banks will then refuse to accept the cheque.

Also, the supplier coild simply claim they accepted the cheque to mitigate your loss. You sent it because that part was not not disputed, but that does not imply the supplier accepts the remainder is not due.

e.g say a customer is billed £1000. Customer sends cheque for £995. What should supplier do? Bank cheque and chase outstanding £5? Or refuse cheque (and the complications that will cause) and continue to demand £1000 plus interest on £1000?
Court will probably decide supplier failed to mitigate loss in second scenario.

SimpleSimon_2

I'd be careful over that one.

Good point, thanks.

However, I've got good news. I had a call from Atlantic saying they've referred my case to a senior manager who has decided that I'd complied with the requirements and the delay in moving the supply was outside of my control. :rolleyes:

They have now recalculated my bill using the pre increase prices with the effect that I owe them £12.19 which they are now prepared to write off.

Quite a result I would say.

I think it does show that Atlantic are a decent bunch but one has to wonder how many people simply paid up.

The moral here, I think, is to know your rights, insist on them and pursue your case.

StephenT99

Atlantic have sent a bill which arrived in the first post this new year. It has evoked a vision of some grotty old man sat in front of a British Gas powered fire, rubbing his hands in glee, despartely trying to fleece another customer.

Two years ago I told Atlantic I would not pay the increased charge they had imposed retrospectively. I completed a transfer to a new supplier and received confirmation from all parties that the transfer was complete. I was left believing all outstanding bills were being collected by a final direct debit.

I suspect the bill is wrong, as it is. The details of how the charge is calculated is not clear and it appears that Atlantic have invoiced wrongly. I have asked Atlantic to substantiate the bill, with all statements and copies of bills. What else can I do?

How many others have been shocked by a bill from Atlantic two years later? Is it reasonable for Atlantic to cause hardship when they have been incompetent?

Thanks for any advise you may have.

Cardew

StephenT99 wrote: »

Atlantic have sent a bill which arrived in the first post this new year. It has evoked a vision of some grotty old man sat in front of a British Gas powered fire, rubbing his hands in glee, despartely trying to fleece another customer.

Two years ago I told Atlantic I would not pay the increased charge they had imposed retrospectively. I completed a transfer to a new supplier and received confirmation from all parties that the transfer was complete. I was left believing all outstanding bills were being collected by a final direct debit.

I suspect the bill is wrong, as it is. The details of how the charge is calculated is not clear and it appears that Atlantic have invoiced wrongly. I have asked Atlantic to substantiate the bill, with all statements and copies of bills. What else can I do?

How many others have been shocked by a bill from Atlantic two years later? Is it reasonable for Atlantic to cause hardship when they have been incompetent?

Thanks for any advise you may have.

By the strict letter of the 'law', the 12 months back-billing rule doesn't apply because you did receive a bill.

The code of conduct(it is not a law) the 12 months rule only applies if you have not received any bill - not an incorrect bill.

As the law stands I believe any firm can claim back under statute 6 years(5 in Scotland) and of course that applies both ways in that you could claim from the firm if an error had been made disadvantaging you.

That said it is extremely unusual for Utility firm to claim back where they have made an error(not to be confused with chasing unpaid bills) as they would normally write the money off.

StephenT99

After a lengthy conversation with Atlantic I am left feeling reassured that common sense and customer empathy will prevail. To be sent a bill 2 years after an event is not good practice. I have spoken with an Atlantic Customer Services Manager, who concurs with my sentiments. Hopefully this will see the invoice being written off and the matter brought to a close.

Watch this space for a sensible response from Atlantic later this week.