Scottish Power - Requesting £600 for Incorrect Billing

Dru-2010

New to the forum, although been looking in for some time. Need a bit of advice please.:(

Couple of weeks ago, we received a letter from SP saying we have been incorrectly billed for our electricity for the past 3 years (since we moved in) and they are owed £600. They said they had waived 2/3's already as a good will gesture (I now know this was legally obliged due to the Back Billing clause...so no good will gesture:mad:).

They are saying I have no choice but to pay the £600 for the past 12 months electricity I haven't paid. Now we've had regular SP readings from their workers since we moved in. But, the last (contentious) reading was sent in by my fiancee....should I request SP come and ensure she has given the right reading?

Furthermore, do I have any options but to pay for the 12 months electricity? Should I take it to the Energy Ombudsman if needed?

Cheers

Disgruntled SP Customer

Premier_2

Hi Dru-2010, and welcome to MSE :hello:

The 12 month back billing rule is not a legal obligation, but a voluntary code of conduct

If your last customer reading was so far out of kilter with previous official meter readings, a supplier will usually ignore it.
Do you think the reading your fiancee is incorrect? How does it compare to the current meter reading?

If you don't know how to read the meter, post a photo with the meter reading provided and we will confirm if it was probably correct

(As a new user, you won't be able to directly post the image ... but tell us where it is hosted by spacing out the URL and someone will probably post the image for you )

Cardew

Welcome to the forum.

Most debts like this are on Economy 7 when cheap and day rates are transposed???

Provided you have received bills during that 3 years there is no 'legal obligation' to have waived anything and you could be billed for the 3 years depending on circumstances. The 12 month back-billing rule is part of a a 'billing code' not a legal requirement. That said it seems some companies apply the 12 month back-billing rule whenever there is doubt.

We would need more details of how the debt was run up over 3 years, but there is also the obligation on the customers to check their bills.

However to have had two thirds of a valid debt written off seems to be a pretty good deal to me, so on what grounds would you complain to Ombudsman?

Obviously if you dispute the total debt is valid and you haven't used the electricity, that is another matter

Dru-2010

Thanks Premier,

I haven't got the meter numbers with me but I believe the confusion centred around SP believing their were only 2 readings on the meter and when my fiancee sent through the readings she seen inputted 3 readings (as she seen on the board). Should I request SP come out to confirm the meter readings?

Has anyone had any experience of winning/ losing this sort of issue with SP or any other provider? Do many suppliers waive the full amount or am I fighting a losing battle?

Cheers again.

Dru-2010

Cardew wrote: »

Welcome to the forum.

Most debts like this are on Economy 7 when cheap and day rates are transposed???

Provided you have received bills during that 3 years there is no 'legal obligation' to have waived anything and you could be billed for the 3 years depending on circumstances. The 12 month back-billing rule is part of a a 'billing code' not a legal requirement. That said it seems some companies apply the 12 month back-billing rule whenever there is doubt.

We would need more details of how the debt was run up over 3 years, but there is also the obligation on the customers to check their bills.

However to have had two thirds of a valid debt written off seems to be a pretty good deal to me, so on what grounds would you complain to Ombudsman?

Obviously if you dispute the total debt is valid and you haven't used the electricity, that is another matter

Thanks Cardew,

We have paid estimated DD's since we moved in (3 years ago). My post above explains the confusion is based over whether there are 2 or 3 readings on the meter.

It feels like this couldn't happen in any other industry/ walk of life. For example, it's like going into a shop, the shop assitant asking for 50p and you paying. Only for the shop assistant to see you a year later and say we undercharged you...you know owe us another 50p...it would never happen.

macman

But SP can only bill you accurately if you supply accurate readings...if for 3 years (12 bills) you have relied on paying based on estimated readings, and either not submitted readings, or submitted inaccurate ones, it's not surprising that you have built up substantial debt. Their offer to waive £1,200 is incredibly good, I would bite their arm off if offered that!
On what possible grounds would you take it to the regulator?

Premier_2

Dru-2010 wrote: »

Thanks Premier,

I haven't got the meter numbers with me but I believe the confusion centred around SP believing their were only 2 readings on the meter and when my fiancee sent through the readings she seen inputted 3 readings (as she seen on the board). Should I request SP come out to confirm the meter readings?

Has anyone had any experience of winning/ losing this sort of issue with SP or any other provider? Do many suppliers waive the full amount or am I fighting a losing battle?

Cheers again.

How did your fiancee input 3 different readings?
I don't know the SP online system, but I suspect it only takes a maximum of 2 different readings (for E7 customers)

Assuming you have a generally available dual rate meter (E7), 3 different registries usually are that for low rate, normal(high) rate and total.

Are the readings on your bill approximately correct based on the current meter readings?

Cardew

Dru-2010 wrote: »

Thanks Cardew,

We have paid estimated DD's since we moved in (3 years ago). My post above explains the confusion is based over whether there are 2 or 3 readings on the meter.

It feels like this couldn't happen in any other industry/ walk of life. For example, it's like going into a shop, the shop assitant asking for 50p and you paying. Only for the shop assistant to see you a year later and say we undercharged you...you know owe us another 50p...it would never happen.

When you move into a property you have entered into a legally binding deemed contract.

The estimated bills specifically state that you should check the meter readings and correct the readings - which you haven't done.

Looking at it 'from the other end of the telescope' had the bills been based on over-estimated meter readings and Scottish Power owed you £1,800, would you be happy that they said 'tough - we will keep the £1800'? Even if they only offered to pay you back £600 and keep £1200 I suspect you wouldn't be happy?

Anyway I suggest the first thing is to establish exactly how much you do owe, but if you get two thirds of a valid debt written off, you will be extremely fortunate.

maxmycardagain

there ARE 3 readings on a E7 meter, day, nights and the combined total.....

methinks someones got nucking fumbers bangfused and wobbleised....

dear me no

Joyful

Alternatively they may be on a comfort plus billing ie 3 rate.

Terrylw1

If you have a day, night & total check that the total reading has never been used. That will cause "spinning" on the bill.

As far as the last 12 months goes, thats fair and inline with billing codes for backbilling.