Dispute with Energy Company - Help

undaunted

jalexa wrote: »

My strong advice on this to quit micro-managing the outcome with Scottish Power and make the Energy Ombudsman manage the outcome in accordance with the adjudication as seen by the Ombudsman.

I agree with Jalexa.

The Ombudsman reached a conclusion, you then had a choice whether or not to accept that conclusion. You say that you accepted it so the ombudsmans decision must be honoured by the supplier end of story - unlike you they cannot choose not to accept the ombudsmans decision so go back to the Ombudsman and ask them to sort it out from here.

If however your interpretation of what you think you've accepted is not actually what the Ombudsman suggested they will not be able to impose your amendments. As Jalexa said previously you'll then be on your own / reliant on the Courts if you want to continue the fight.

sjs80

Well a finally submitted my final letter to S.Power - Get your glasses on it's a long one

Dear ***** @ S.Power
I refer to your letter dated February 2012, and I apologise for my delay in replying as you know I hadn’t been well and I asked my partner to inform you.
In your letter you requested a reply by 5th March but I didn’t receive your letter until 6th March 2012. Since then I simply haven’t had the time to sit down and go through all my paper work as it is so time consuming. I would like to thank you very much for your patience.
I am very sorry to say, but I am still disputing you're re-billing. I appreciate the time you have spent on my case and will give myexplanation for this;
CAPPED RATES 2005 - 2008
When I signed an agreement I signed for capped rates 2008, and this is definite. However you are correct that my first tariff expired in 2007, but it then went onto another tariff until 2008 not the standard tariffs as you suggested.
My first tariff was capped for 2 years and didn’t expire until June 2007. In your letter you say my tariff expired on 30th April 2007 but coincidently this is also the exact date my check meter had been fitted; then removed on 22nd May 2007.
I have gone back to 2005 and looked through all my written and typed notes. Conversations I have had in the past with S.Power and Energy Watch have referred to my capped rates until 2008 on more than one occasion. Example of a few phone conversations:
19th June 2007 – spoke with ****** at S.Power; The only reason I signed up to S.Power was because they said it would only cost £56.00 per month, and it was the same time that S.Power were advertising ‘No Price Increase Until 2008’, I signed a contract. ****** never disagreed or told me otherwise.
July 2007 – Spoke with ****** at S.Power; ****** told me that the prices stayed the same for 2005 – 2007 and then went up in June 2007 for a further 12 months.
July 2007 – Spoke with ****** at Energy Watch; *****confirmed that the capped until 2008 rates I had been given were correct. If prices went up mine stayed the same but if prices came down mine came down also.
Feb 2009 – spoke with ****** at S.Power; ****** said she would rebill me using the correct meter serial number using my capped tariffs until June 2008. She would also amend my direct debit amounts from £315.00 to £118.00 per month.

CAPPED TARIFFS
Whilst looking through old notes I also looked in the S.Power booklet that was given to me at the time of agreement. I have notes I jotted specifically regarding the capped rates, no standing charges and so on.
I refer to the conversation with ****** on 4th July 2007. I asked ******a variety of questions regarding how to work out my bills, primary and secondary rates, meter reads, what tariffs I should use to rework bills out and many others; I had written these rates down in the booklet but have never referred to this since 2007. I always refer to my computer log and am sorry I didn’t look here earlier. Here are rates that were given to me by ****** in July 2007;
v I asked ****** what their capped rates are for 2005 to 2008;
****** told me that the prices stayed the same for 2005 – 2007 and that they went up in June 2007 until 2008. Figures as follows:-

CAPPED PRICES - PER KWH...................2005
ELECTRIC NIGHT – ONE RATE..................... 2.780p
DAY – SECONDARY RATE.................................. 6.210p
DAY – PRIMARY RATE......................................12.216p

GAS SECONDARY RATE.....................................1.644p
PRIMARY RATE.................................................2.605p

CAPPED PRICES - PER KWH...................2007
ELECTRIC NIGHT – RATE..............................3.431p
......................DAY – SECONDARY RATE.............7.666p
......................DAY – PRIMARY RATE................13.490p

GAS SECONDARY RATE......................................2.382p
PRIMARY RATE..................................................2.605p

It was these tariffs I then discussed with ****** at Energy Watch who confirmed them as correct.
When these conversations took place my first tariffs had already expired and should have then gone onto the next tariff from information given to me; as you will be able to see the tariffs do match some of your past tariffs, but you say there is no further agreement for another capped rate tariff beyond 1st May 2007.
One of the main disputes I have had with S.Power regards wrong meter details, therefore if my meter details have always been wrong then it is possible my tariffs have been mixed up in the same way my meter details were. It took S.Power the best part of 2 years before different departments could agree when my electric meter had been changed even though I had already given the actual date of meter being changed on numerous occasions.These tariffs have been used in my calculations April 2012

CALORIFIC VALUES
From what I have read and learnt the Calorific Value works around my overall usage in one way or another. Based on information that has been given to me in the past, my bills were worked out on average 39.0 –39.3 over the first 2 – 3 years and did vary during this time. Your calorific value for the first 2 years is 39.5 – 39.6 which is a big jump. My conclusionto this is because your billing for a larger quantity of energy as my usage has been bundled together for the first 2 years. I do not agree with your Calorific Values. If I had been billed correctly from 2005 then my usage would be based on what I was using every quarter not every 2 years. My Calorific Value is 39.3 for the first two years; this meets your value half way. My calorific value then varies from 39.1 – 39.3 for the remainder of usage on my billing April2012. I still find these calorific values to be high as I was only paying 38.0 when I was with Powergen.

YOU’RE BILLING PERIODS
Looking at your billing periods; you’re from and to dates never stay the same from your first bill, to your second and you’re third. I feel changing of the period dates in each section of the bills were a way of trying to confuse me which indeed it did to a certain degree. The rebilling should be done in a way that both I and you can understand. I have used quarterly dates but have obviously bundled the first 2 years together which equals 8 quarters over 2 years (2005-2007) and then further 4 quarters together until my capped rates expire in June 2008. This is listed on my billing of April 2012.

GAS PRIMARY RATES
On 18th July 2007 I had spoken to ****** at Energy Watch. This was the first time I tried to work out my bills and asked ****** how many units were charged at the Primary rates. ****** told me the first 1033KWh used every 91 days (quarter) were charged at the Primary Rate. As I haven’t referred this far back in my jotted notes until now, I asked you how much was charged at primary rates;and you told me 1143KWh. Does this mean between 2007 and 2010 the amount of Primary Rates went up; if so I haven’t seen any proof of this. Is there any press release or report to show the changes?
I have calculated two bills for the gas using both amounts of KWh in every quarter. The total billing period is **/07/05 –**/04/10; the dates cover a total of 20 billing/statement quarters. (20th quarter ending in June 2010) - 2 months after I left the premises. Regardless of what the tariffs are for different periods I should not be paying any more primary units than what is calculated for the full period.
I calculate the total of KWh to be no more than 20660KWh– using the first 1033 units every quarter rule
I calculate the total of KWh to be no more than 22860 KWh– using the first 1143 units every quarter rule
Your bill charged me a total of 21867 KWh – I can only presume this is worked out on the information you gave me.

ELECTRIC PRIMARY RATES
During my conversation with ****** on 18th July 2007 she told me the first 225KWh were charged at the primary rates.
I calculate the total of KWh to be no more than 4500KWh –using the first 225KWh units in every quarter rule
Your bill charged me a total of 4262KWh during this period I have applied this amount to my bill of April 2012.

GAS & ELECTRIC BILLS
I refer to my previous paragraphs regarding the primary rates. In my new calculations I have calculated matching the amount of Primary Rates you used and my bill still falls lower than S.Powers. When we last spoke I mentioned my capped rates to you and then produced your last bill to date. I notice from this bill that the primary rates you submitted were a lot higher than what I think they should be. I am not happy to accept these tariffs and think my reasons will be more than acceptable. If my billing had been correct from day one, once my capped tariffs had expired, had I not of been happy with the tariffs suggested I would have had the opportunity to sign up for a further fixed agreement or change to new suppliers but this is an option that was never open to me because of the incorrect billing and erogenous charges that were showing on my accounts.

YOU’RE METERR EADS
On your billing your meter reads vary and still you seem to use a lot of estimate reads. I have supplied more readings to S.Power than what you show as accurate reads on your billing and I have mentioned in previous letters that I am not quite sure about your estimates. After informing you of my capped rates you then produced your last bill and calculated an estimate of approximately 2000 less units on my capped tariff and 2000 more on my higher tariff. I believe these estimates have been worked out to the advantage of S.Power and are not true readings. I disagree with your estimates and will attach copy of all meter reads I have recorded.

PAYMENT RECORD
I can’t find the logic in the way you list my payments,transferring amounts backwards and forwards from one spread-sheet to the other. The amount that came out of my bank account was one lump sum not two separate amounts. I understand the way in which you list my payments reflects money that was transferred from my gas account that was in credit to the electric and vice versa but I believe this is for your reference rather than mine. I’m sure it would make more sense to list the payments that had been allocated to each account and then add together to show what has been paid in total.
I find the way you have listed my payments has not made it easy to follow nor is it easy to understand by reading your letter. The final sums should be simple. Total amount for full period of both Gas and Electric; less the total amount paid toward the Gas and Electric; Equals total amount owed final;

MY ACTIONS
I believe as a customer if I think something isn’t right I should report it to S.Power. This I have always done since 2005 and have dealt with some lovely members of staff who have sympathised. I have alsos poken to some awful and rude people who think they are entitled to give me their opinion without knowing anything about my accounts. These people are the ones who let your company down. No matter how lovely some of the staff had been it still resulted in constant error. Due to these errors I reported to Energy Watch on a number of occasions then finally to the Ombudsman in 2009/2010. I only wish I had gone to the Ombudsman earlier because this whole experience has been one complete nightmare.

Letter continued on next post ...................

sjs80

Letter continued ...........................

MY RESEARCH ON ENERGY / RULES AND CODES OF PRACTICE
Over the last few weeks I have read a lot about S.Power and energy rules and found a lot of information about S.Power.
v 2004– 2005 was quite a big year for S.Power;
v Capped prices were first introduced as early as 2003, shortly after other energy companies followed by offering capped prices too. Overall the capped price tariffs ranged between 2 – 4 years.
v Around 2004 – 2005 there were talks of building new wind-farms, and there were also new projects to expand to wider areas of the UK.
v S.Power also had one of their adverts banned and were fined by the Advertising Standard Authorities for false advertising. By the time the ban was in force the advert had already run its course and was never to be used again.
v Recently I rang S.Power customer services and asked for all the capped tariffs and deals that were being offered for my area during 2005 – 2008. The answer of your customer services were that they could only go back as far as 2009, I find this a little hard to believe but strangely enough this is the information I was given. If this is true how exactly does S.Power know what they are charging me for?
v I then came across the Back billing Code which was introduced on 20th July 2007 and is relevant to me. As it took S.Power just over 2 years to bill anything for my Electric I could have reported S.Power had I of known of this rule back then. As I have read more into the back billing code, I found that my circumstances could be applied under various reasons. Another being incorrect meter serial numbers, which in my case certainly applies and has done all the way through my supply with S.Power. I can hardly be accused of not chasing or informing S.Power for every error I have found since 2005.

Again where does this leave me? I have submitted my final figure below, which I am more than happy to pay, but there is always the possibility that I shouldn’t have to pay this.
The only thing I can take responsibility for is incorrectly rebilling for the last 2 bills, and can only apologise for this.
If I knew I could have possibly prevented a further two years of dispute I would have.

I would now like to submit the amounts of my calculations and would ask for the amounts to be amended as follows:-

Total Charges on my Electric; - £4413.16
Total Charges on my Gas; - £1507.34
Total Charges Gas& Electric; - £5920.50

Total payments on my Electric; £3632.60
Total Payments on my Gas; £1887.55
Total paid towards Gas & Electric; £5520.15

Total charges Gas & Electric; £5920.50
Less the Total paid towards; £5520.15
Total amount I owe; £ 400.35

I thank you for taking the time to read through my letter and I am very sorry if you think I am wasting your time but this has wasted just under a third of my life and has brought on a lot of un-necessary stress that has affected me in a way I never thought possible. Let’s say hypothetically; If I billed S.Power for all my time that has been wasted over the last 7 years Scottish Power would owe me a lot more.

I would ask that you please do not take any of my statements as me being rude as this is not my nature or character at all but enough is enough. I have made a final decision and that is the following ‘I will not pay any more than what I have suggested’ and find it ridiculous that we are going backwards and forwards. The first figure you submitted to me in January 2011 was around £1500.00 the second figure was approximately £1100.00 and this took you over a year to reply because in error Scottish power had sent my bills to another department in Scottish power, regardless of the numerous phone-calls and messages I left chasing your second bill. And finally you’re last figure; £794.28.
I think my reasons for doubting the billing all together is more than justified. My final figure still stands at £400.35

As a result of all that has happened over the full duration of my supply with S.Power, in Mar 2010 I had to make a decision that the only way of stopping these problems was to leave S.Power. As my account was showing that I owed more than what was possible, the choice of moving to another supplier was never an option, this I have mentioned previously. This gave me no other option but to leave my home.
This is a home I had lived in for nearly 10 Years where my family and I were very happy. This was also the home where we hold a lot of memories of our son who we tragically lost to Meningitis
In the 10 years we lived at this address we never had any problem with our energy supplier nor were we chased for ridiculous amounts because we always paid for what was used, this changed when we transferred to S.Power in 2005. I will never thank S.Power for this because it forced me into making a decision I should have never of had to make. I think that S.Power should take responsibility of the choices I had to make and should treat me fairly considering the horrendous circumstances and treatment I have experienced in the last 7 years.

One last thing I would like to inform you of is; I tried to make a payment on Thursday 5th April 2012. I followed the instructions you gave me in your last letter, and used the correct account numbers and it wouldn’t let me set the account up, therefore I couldn’t make a payment.

Please note copies of this letter will also be sent to the ombudsman.

I apologise again for the delayed reply and will await you’re response.

Yours sincerely
****************

Scottish_Power

Hi sjs80

would you like to email me your details at [EMAIL="onlinecomplaints@scottishpower.com"]onlinecomplaints@scottishpower.com[/EMAIL] and i can look into these issues for you and try to offer you some help

Thanks
Lee-Anne @ scottishpower