Billing discrepancy on final bill

DepressedEmployee

Hi All,

I've just been notified that my gas and electricity supplier switch is complete, and I've received the final bill from my old supplier. Sounds great, except I've received two different figures from them on the same day.

I received an email notification to log on a check my balance this morning, revealing that I was £93 in credit. Great I thought, but wasn't sure how I would retrieve my £93, so I emailed them using a form on their website to ask, quoting that figure in my enquiry.

Then, before I've received a reply, I received a second automated final bill notification email. So I logged on a gain, and this time the figure is £30 in credit. Where has the other £63 gone, in the space of a few hours?

I intend to wait for their reply to my initial query, then ask them how the figure changed during the day. The annoying thing is that, because it's all online, I have no paper bill nor even an email quoting the original £93.

Is this common when you're switching? Old supplier is Eon, new one is ScottishPower.

Cheers,
DE

E.ON_Company_Representative:_Helena

Hi DepressedEmployee,

Sorry about the confusion here.

It could be a couple of reasons, the first final bill could be for one of the fuels only, then we've done another final bill for the other fuel.

Or we could have received an estimated reading, then an accurate so re-billed.

If you view the actual bill on your online account, you should be able to see what's happened.

You can view the bills, by clicking billing and payments on the left hand side once you've logged in then click on view your latest bill then view paper bill.

This will be the actual bill, as if it had been sent through the post.

All of the info you need will be on your bills, but if you do need any help just ask me.

Helena

DepressedEmployee

Helena, thank you.

Couple of questions (not being confrontational, just interested):

I gave the final accurate reading a while ago, so no estimates involved. In which case it's probably the "one of the fuels only, then we've done another final bill for the other fuel" thing. Why does your system not wait until both are done before it fires the email to the customer, telling them a bill is ready? That would save a lot of confusion.

Also, interested why you're (as a company) quicker on the draw to answer a post on a forum, rather than an email submitted on the form on your website?

Cheers,
DE

E.ON_Company_Representative:_Helena

I understand.

When you switch supplier, you give your meter readings to the new (gaining supplier) they then send them to us or the loosing supplier electronically via third party's ( meter operators etc).

So we don't always get the gas and electricity readings at the same time, this then causes Two final bills one for gas one for electric.

But I agree waiting for both reads to come through and sending one bill would be better (this does happen though, I think it depends on timescales)

Sometimes there is some sort of discrepancy when they go through the third party, this is when an estimate might be used.

I know the guys answering emails are working really hard at the mo, but they do have a backlog and this is the reason it's taking so long to get a reply. I'm sorry about this.

I'm pleased you found me though and happy to help further if you need me!

Helena