Energy Bill - What law required bill accuracy?

john10001

Hello.

I made a complaint to a big energy company about a final bill that was inaccurate after I had given them accurate meter readings.

For many months they have failed to respond to the complaint. I have now though just received a final demand from them out of the blue for the exact same amount. They have not corrected the billing error.

To make matter worse the letter is dated a week ago, I only received it tonight when I got home and it says within the letter if I don't make full payment by today they will pass it to DCA, add on 23% admin charge and put a mark on my credit file!

Can anyone tell me what bit of legislation states that I should receive a fair and accurate bill?

I am now escalating this to the Energy Ombudsman and including all my previously correspondence with them which I fortunately still have.

Thanks,

John

forgotmyname

British Gas by any chance?

I gave them the meter reading over the phone and received the bill a few days later.

Bit higher than i expected, So checked everything. It was an estimated bill with figures way higher than the real ones i gave them.

Naughty people.

Write a formal complaint letter and send recorded delivery. Dispute the bill and have a copy for any debt collectors that call.

john10001

forgotmyname wrote: »

British Gas by any chance?

I gave them the meter reading over the phone and received the bill a few days later.

Bit higher than i expected, So checked everything. It was an estimated bill with figures way higher than the real ones i gave them.

Naughty people.

Write a formal complaint letter and send recorded delivery. Dispute the bill and have a copy for any debt collectors that call.

No. Eon. I sent a complaint to the Energy Ombudsman, and a further one to Eon.

arcon5

To my knowledge there is no specific law requiring bills to be accurate - it would really come under contract law... you agreed to x pence per unit + y pence standing charge and they should be billing you in accordance with the contract entered in to.

Although when moving it is my understanding that bills don't need to be exact - but when estimated within a certain tolerance. Although this is more the case when you don't supply closing readings or when your opening readings differ to that supplied by the previous supplier -- but somebody else may know more about how all this works.

Good luck

SwanJon

Was it the final bill after switching suppliers? in which case the new supplier will give the old supplier the read (although i think there is a way for the old supplier to propose a read based on their history). The new supplier will also use the same read to open the account so you don't get charged for the same energy twice (or get any free!)
Homemoves should be simpler as you give the read when you move out, and the same read is used to open the next tenant's account.

How much of the bill were you disputing? (e.g bill was £100 and from your read it should be £90)
Did you pay the bit you weren't disputing?

You need to go through E.ON's complaint procedure before the ombudsman will get involved usually.

Zandoni

http://www.ofgem.gov.uk/domestic-consumers/Pages/resolving-a-complaint.aspx

E.ON_Company_Representative:_Helena

SwanJon has pretty much hit the nail on the head with this one.

Did you change from us to a new supplier? Or did you move house?

If you changed supplier then our final bill will be based on the meter readings from your new supplier, these are sent through electronically. Your new supplier will have opened your new account with them from the same reading.

If this reading is incorrect then there is a process called ARD (agreed reads dispute) this is where the new and old supplier to agree on a new start/final read and the accounts will be re-billed.

If you just moved home, gave us the final reads and we used an estimate, then you can just contact us and we will re-bill the account and send a revised bill.

I will be more than happy to help if you need me to, just shout up.

Helena