no bill - back billing query

bumpybecky

We signed up to a new energy supplier (A) in December 2010 and although they've finally managed to bill us for the gas, we've yet to receive an electricity bill. I've spent hours on the phone (luckily free phone number) trying to sort it out and have got nowhere. There have been all sorts of explanations given, mostly computer errors and the fact we switched from economy 7 to standard billing.

We switched to another supplier (B) in September 2011 and they have agreed starting readings with the previous supplier (A), so all ok from then onwards.

At the moment our account with A is showing a large credit as they've not billed us for electricity. I've asked for the money back, thinking that might get them to issue a bill, but no luck! I've read something on here about back billing and think this might apply to us. We paid supplier A by direct debit while we were customers, took readings for them, let the bloke in to take readings etc. We have asked repeatedly for a bill and have told them there is a problem.

Am I right in thinking they now can't bill us for Dec 2010, Jan or Feb 2011? surely it's not that simple? and would it be wrong just to keep quiet until September until all of our usage would be over 12 months old, so not billable?! phoning them makes no difference and I've spent hours on this - I'm quite happy to wait and see what happens!

jalexa

bumpybecky wrote: »

Am I right in thinking they now can't bill us for Dec 2010, Jan or Feb 2011? surely it's not that simple? and would it be wrong just to keep quiet until September until all of our usage would be over 12 months old, so not billable?

IMO yes you are correct but decide for yourself here... http://www.energy-retail.org.uk/industrycodes/code-of-practice-for-accurate-bills/

Your main responsibility is not to be obstructive but you do not need to jump through hoops. In due course it may help that you can prove that you have tried. Think carefully how would you do that?

Although you can see a benefit in "keeping quiet", given that you have now switched away my advice would be to provoke the issue (refund of credit) now using the complaints procedure. These billing issues do not die gracefully unfortunately and I suggest the last thing you want is the problem biting back after a 12 month delay.

bumpybecky

I've got records of time / date / person spoken to / reason for call for over a dozen calls I've made over the last year. From what they've sad on previous calls there are lots of notes on their system that document these calls too. I've got emails from them from October, November and two weeks ago saying my bill would be ready in the next few days, but no bills! I've had several promises from them saying they'd look into things and call me back. They never have though :rolleyes:

From looking at that link I think the back billing rule is relevant to our situation. I'm very tempted just to wait and see what happens.

jalexa

bumpybecky wrote: »

... I've got emails from them from October, November and two weeks ago saying my bill would be ready in the next few days, but no bills!

Ideal. Phone records can be less useful as you don't control them. The recordings are often only retained for a month.

chanz4

The backbilling will be a difficult call, you transfered after 9 months and paid them. They could offset this credit but just offset it. Do complain though

bumpybecky

Before we transferred I asked if they'd fine us (there was a minimum 12 month sign up clause). The person I spoke to (whose name I've recorded) said under the circumstances they'd not charge us the fee as the service we'd received had been so awful.

I think we owe them much more than they've said we're in credit by, but without a bill I can't be sure. I've complained loads, but not yet in writing.

chanz4

so really you have not complained then? At least they will be able to audit your account and tell when you called