Moved house Swalec/ Ebico refusing to send me final bill

icefall

I moved house from Wales to Wiltshire at the end of August. I am with Ebico which is dealt with by Swalec in Wales for both gas and electricity, there is a credit due to me, I am waiting for my final bill.

I have telephoned Swalec several times and they have been assuring me that the bill will finalize and I will get it. But its not happening for some reason. The house I moved from the new occupiers are also with Swalec and they have had their final bill 2 weeks ago.

I keep ringing them and have been speaking to some nice customer service people, but I am getting very frustrated. I was told yesterday it has been passed to a manager, I heard nothing more. I rang them today and they said the manager is not in and he will definitely call me back tomorrow and I could not speak to another manager as they don't know what this manager has done so far. I am getting very annoyed now. I have always tried to be nice, and Ebico and Swalec have been great to be with for the last few years till now - till I moved house and to be honest have had enough.

The new house has a prepayment meter for gas and electricity also and I want that changed as I prefer direct debit.

It just seems to passed from pillar to post constantly i don't understand why they cannot just sort it out?

brewerdave

Had problems getting my final bill agreed last year when I switched from Swalec- they owed me ~ £160 on both utilities - finally got the gas credit 6 weeks after switching and the electric after 8 weeks. Initially they blamed Scottish Power for not passing on the final meter readings which I don't believe as when I queried it with SP they assured me the readings had been forwarded before the date of switch. I had one conversation with a snotty individual in Swalec Customer services who had the cheek to tell me that it was normal for a bill to take 6-8 weeks to finalise - I bet they wouldn't have waited 8 weeks for me to pay them!!!

icefall

Yes I am beginning to wonder if the credit has something to do with it, it seems to be quite large and they keep giving me different figures too :mad:

icefall

Update I have now emailed the customer service manager Tony Keeling in order to get some resolution and I am so fed up.

I don't think its much to ask for your final bill for peace of mind if nothing else.

mynameisthehulk

brewerdave wrote: »

Had problems getting my final bill agreed last year when I switched from Swalec- they owed me ~ £160 on both utilities - finally got the gas credit 6 weeks after switching and the electric after 8 weeks. Initially they blamed Scottish Power for not passing on the final meter readings which I don't believe as when I queried it with SP they assured me the readings had been forwarded before the date of switch. I had one conversation with a snotty individual in Swalec Customer services who had the cheek to tell me that it was normal for a bill to take 6-8 weeks to finalise - I bet they wouldn't have waited 8 weeks for me to pay them!!!

Moving house and changing supplier are 2 very different situations, it is normal for a final change of supplier bill to take 4-6 weeks as final meter reads need to be provided and validated by the data collectors.

There should be no reason other than "system issues" for not providing a final bill promptly when you move house. The only things I can think of are:-

1 - Your final reads are out of line with previous read history and this requires investigation
2 - Your meter had been changed but not been updated with your supplier, meaning they have to update this before they can issue a correct final bill.

Have you asked them the reason for the delay? Holding onto a few quid credit is neither here nor there for energy suppliers, its a drop in the ocean, but they do need to ensure its a valid credit balance before refunding it.