Powergen Online Account

jem16

Perhaps someone with online account access can answer this.

I switched my parents onto the Energy Online Extra Saver tariff at the beginning of March. Today on checking their account online I noticed that there is an invoice, dated today in their Account History.

However at the moment the bill is not available to view. Is this normal? If so how long does it take before the bill is available?

stewie_griffin

It normally takes 2-3 days after the bill is produced to be able to view it online and when it is your parents will be sent an email notification.

jem16

Thanks.

I had a look this morning and the bill is there. They were on Staywarm up until 3rd March and we provided the meter readings on that day.

The bill says that it is for the period 4th March to 20th April which is correct. However they have charged for the period from 9th February as that is the first meter reading used. Breaking down the units they have used the meter reading on 9th Feb to an estimated reading on 19th March. Then from that estimate to the meter reading a couple of days ago.

So as far as I can work out they are charging from 9th February until 3rd March even though they were still on Staywarm at that time. Surely that is not correct?

stewie_griffin

If your Parents came off Staywarm on 3 March then they should only be charged on the EnergyOnline tariff for any units used after this date using the meter readings provided.

I think the only thing they can do is phone up and query the bill.

jem16

I have just phoned up Powergen again to try to get them to understand what I was on about when I phoned earlier.

This time the CS adviser was more helpful. Apparently Staywarm had transferred my parents over as from the 9th February, the date of the last invoice with them. Having said that they didn't switch until 3rd March she spoke to the Staywarm team and then passed me onto them for more details.

It turns out that my parents should not have been switched until the end of their agreement on 12th March and we should not have been advised that it was OK to switch on the 3rd. We should also have been told that the switch would have been on the 9th February as that was the last invoice date. Had we known this we would not have agreed to the switch.

This mess will be sorted out on Monday and we have now agreed that the switch will be effective as from the 13th March and a new bill will be issued and the account amended accordingly. The issue will become a training situation for the rep that handled the switch as it was done wrongly in 2 areas.

I have been promised a return phone call on Tuesday to confirm these amendments and meanwhile have the details of the person I spoke to.