Problem With My Energy Provider

CannotFindHelp

I'm not sure about the rule of naming names here in regards to companies so I won't do so, but I would like to share my story, and ask for help.

Basically my Gas and Electricity is provided by the same company. I submit online meter readings to them. I've been a tenant in the Apartment since January and I don't use that much Gas or Electricity. The previous tenant however obviously did because my first bill was very high. The landlord recognized this and paid the old tenant's share so I wouldn't be stung with a bill that wasn't mine.

I asked my provider if I could by monthly instalment. They were agreeable and I give £63 a month. However, this is still higher then the amount I use per month, and as a result my account has now built up £180 give or take "in credit" online - and they keep asking me to pay the £63 like I'm adding to this total

I know that I will get it back after a review, but I keep entering my readings online, and they do not review my account. I have now given them money I cannot afford to give them with everything else - and this excess for Gas or Electricity I have not used (and will not use if I continue to pay them the amount I do monthly) is absurd

So, my friend suggested I call them up and inform them I will not pay, inform them of my situation and demand a review. Is there anything else I can do to stop them from constantly asking me for too much as opposed to waiting for them to review the case...which seems to be taking forever.

dramarama

Hi! I feel your pain! I'm also being charged what seems like way TOO much by company. We've just changed to another provider- slightly cheaper and so far better in terms of customer service.

I phoned tonight to try and get what I thought I was owed- 'credit' and told I actually owed them £100+ from inaccurate readings
I was VERY upset- not sure what to do now but I certainly can't pay anymore money out.

grrrrrrrrr.

Cardew

I am not sure why the landlord 'paid the previous occupant's share'. They should have read the meters when they left and had a bill sent to them. Similarly you should have read the meters when you moved in and your bills based on those readings.

By paying monthly I assume you mean by Direct Debit(DD)?

You can of course opt to pay quarterly with most companies, but paying by DD usually gives a big discount.

The problem is that the only information that the Company have to go on is the previous history, however they are normally prepared to negotiate a lower DD if the indications are that £63 is too high.

When you say £180 in credit, was that after a bill? Don't forget that if you look at an account today it could be showing, say, £180 credit and tomorrow you get a bill for, say, £200 and will be £20 in debit.

You are allowed to name the company(they are doing nothing wrong) and one of their reps might read your post.

CannotFindHelp

The company is Scottish Power

The landlord paid the former tenant's share because they ran up this bill, plus for her own electricity while doing up the flat before I arrived, and so when the company went to look at the previous use age they had to go on what they knew - which was what the previous occupants had used, not me

Since then, Gas and Electricity has fallen, and we pay monthly cash. It's currently in credit and hasn't changed from that, has just grown - for the last three months.

We continue to pay what they ask but the money per month is too high when compared to what we actually use.

The bills indicate we use much less then £63 duel fuel per month and we keep getting asked for this amount despite entering lower readings.

I am also afraid of asking for the money back and being told due to some bloody loophole that I'm not entitled to it. Should I change provider? Can they not just minus the £63 from our credit to give us a month or two break

Scottish_Power

Hi CannotFindHelp

Thank you for posting. I am sure that we can resolve this matter to your full satisfaction. Let me explain our Direct Debit process a little so that you are fully aware of our review process.

To keep a Direct Debit payment at a similar amount over the year, it will require you to pay more than you are actually using during the summer months, and less than what you are actually using over the winter months. This will result in a credit balance accruing on the account during the summer months which will then be used towards your higher consumption in the colder months.

From what you have posted, if you have billed your account up to date and you are £180 in credit, then you have been using around £30.00 per month for gas and electricity. For your Direct Debit to be accurate for the full year, you will need to average £90.00 per month for the next 6 months. We will only know exactly what your annual consumption is when we receive accurate meter readings in January of next year. If you do not believe that your consumption will increase that much for the coming winter months then you will have the following options:

1. Keep credit on the account and lower Direct Debit payment.
2. Refund part of credit on the account and review Direct Debit based on projected annual consumption.
3. Refund all of the credit and review Direct Debit based on projected annual consumption.

If you contact us we will be able to tell you how much our billing system projects that you will use over a 12-month period. This will then help you to calculate what your annual charge will be for both gas and electricity.

If you have an online account with us, your payments will be reviewed every 6 months. You may receive a payment review shortly.

I will be more than happy to review your account for you. If you would like me to confirm what action we can take in relation to your account just send me your details and I'll get back to you.

If you have any further questions please do not hesitate to ask.

Kind Regards

Colin @ ScottishPower

Cardew

scottishpower_company_representative wrote: »

Let me explain our Direct Debit process a little so that you are fully aware of our review process.

Is the OP paying by DD?

They state:

Since then, Gas and Electricity has fallen, and we pay monthly cash. It's currently in credit and hasn't changed from that, has just grown - for the last three months.

We continue to pay what they ask but the money per month is too high when compared to what we actually use.

The bills indicate we use much less then £63 duel fuel per month and we keep getting asked for this amount despite entering lower readings.

CannotFindHelp

Hi,

So we were apparently 38.15 in debit once they calculated from the usage recently! so we have paid the 38.15 to bring the account back to zero for now. we do not use that much energy in the winter months compared to summer, the flat is self contained and very warm normally. plus in the winter months we are not present too often what with christmas, etc. Next month and August I shall pay them their 63 quid in preparation for september when it shall possibly be debit but I did not see why I should this month. The account is now zeroed so that should be enough! plus, there are better things to spend one's money on!

Cardew

CannotFindHelp wrote: »

Hi,

So we were apparently 38.15 in debit once they calculated from the usage recently! so we have paid the 38.15 to bring the account back to zero for now. we do not use that much energy in the winter months compared to summer, the flat is self contained and very warm normally. plus in the winter months we are not present too often what with christmas, etc. Next month and August I shall pay them their 63 quid in preparation for september when it shall possibly be debit but I did not see why I should this month. The account is now zeroed so that should be enough! plus, there are better things to spend one's money on!

So as I understand it, you were not £180 in credit but effectively in debt; which means the £63 monthly was insufficient. You were warned above that just looking at your balance before a bill comes is a waste of time.

It is still not clear if you are paying by Direct Debit or not - and I suspect the SP rep cannot comment on this forum about individual accounts.

So it would appear that despite your criticism of the company, they were correct after all?

specialsparky

Hi,
one question that no one has answered is, yes you can switch to another supplier very easily and set up what you want to within reason as your DD payment. However, remember this please, most DD calculations from suppliers are accurate based on what they know so SP sound right to me. If you move and pay £30 for 6 months then when your new supplier assess whaat you need to pay to clear your account to zero within the 12 months you could find that you are paying arond £70-£90 for 6 months to catch up.
Please understand this,. on any DD schem you "must" have a credit balance for several summer months to offset higher bills in the winter. This is not your money it is an advance payment to offset higher bills in the winter period.
Please don't beleive that your bills won't go up in the Winter because they will. Its darker and colder, simple really.
Good luck and hope this helps.