escalated complaint - bill deadline

MarcoM

Hi,

In case of a complaint made to the ofgem (after going through the supplier's procedure) about an excessive bill is the supplier obliged to suspend the bill till the complaint is reviewed by ofgem/energywatch or does the customer still have to pay even though he thinks the supplier is wrong?

anniecave

why do you think it's wrong? unit rates? meter readings? something else?

Have you had no response from supplier or did they respond but say they were right? what was their explanation if so?

How much do you think it is wrong by? And how much is the "excessive" bill?

Are they still your supplier & are you still in the property in question, or is this a closed account?

Have you actually raised the complaint with the ombudsman? Have you been given the complaint ref number?

If I was you...

If it's your ongoing supplier and if it's a bill for £450 and you think it should have been £425 then I'd pay in full anyway
If it's a bill for £450 and you think it should have only been £250 then I might pay £250 on account
If it's a bill for £450 and you think you only owe £25 then I probably wouldn't pay anything

MarcoM

Hi,

Its to do with the call centre entering the wrong m reading on system. They've admitted the readin can';t be right but i've been tokd it takes at least six weeks for the back office to correct the error. In the mean time i've had a bill with the wrong reading on and i don't want to pay it.

Magentasue

How many kwh are you disputing? Gas or elec? I would definitely pay what you owe immediately.

adprob

Usually it states in your T&C's that you will pay whatever amount you agree with whilst the remainder is disputed.