Do I HAVE to provide this proof to my energy company in order to get a refund?

Weevil

I moved house four months ago, in February, and I have been owed over £140 by them since they overcharged me.

I've been calling them over and over since then trying to get them to refund it, and after several months of badgering they have finally admitted to me that they incorrectly wrote down the date I cancelled my account. They have it down as March 12th, when I actually left the property and arranged for the account to be cancelled on February 12th. Due to this they are insisting that they cannot refund my money until I find some way of proving to them that I moved out in February. There's nothing alluding to moving out date in my tenancy agreement and the landlord is not responding to my requests for confirmation from him. In other words, I have no way of proving the date I moved out.

So my question is this: do I actually need to provide this evidence or are they just messing me about? I told them the date well in advance of moving out and this is entirely their mistake. I can't shake the feeling that they are just stalling and even if I did get a letter from the landlord, they would find some other reason to not refund.

Any advice?

Wywth

Weevil wrote: »

I moved house four months ago, in February, and I have been owed over £140 by them since they overcharged me.

I've been calling them over and over since then trying to get them to refund it, and after several months of badgering they have finally admitted to me that they incorrectly wrote down the date I cancelled my account. They have it down as March 12th, when I actually left the property and arranged for the account to be cancelled on February 12th. Due to this they are insisting that they cannot refund my money until I find some way of proving to them that I moved out in February. There's nothing alluding to moving out date in my tenancy agreement and the landlord is not responding to my requests for confirmation from him. In other words, I have no way of proving the date I moved out.

So my question is this: do I actually need to provide this evidence or are they just messing me about? I told them the date well in advance of moving out and this is entirely their mistake. I can't shake the feeling that they are just stalling and even if I did get a letter from the landlord, they would find some other reason to not refund.

Any advice?

Why didn't you get a signed and dated outgoing inventory/statement of condition with the agreed meter readings on? The landlord/agent should be able to confirm the date the tenancy ended (so became responsible for the supply if there was no immediate new tenant)

Anyway, they can check their own records to prove whether it was February or March you contacted them
And when the next account holder contacted them.

Weevil

Wywth wrote: »

Why didn't you get a signed and dated outgoing inventory/statement of condition with the agreed meter readings on? The landlord/agent should be able to confirm the date the tenancy ended (so became responsible for the supply if there was no immediate new tenant)

Anyway, they can check their own records to prove whether it was February or March you contacted them
And when the next account holder contacted them.

No, I didn't get an outgoing statement, although obviously the landlord SHOULD be responsible for that.

They claim their records show our cancellation date as March. No idea where they got that from.

bebewoo

Do you have council tax bills for old and new places? They are usually good proof.

Wywth

Weevil wrote: »

No, I didn't get an outgoing statement, although obviously the landlord SHOULD be responsible for that.

You are responsible to ensue you get one!

Weevil wrote: »

They claim their records show our cancellation date as March. No idea where they got that from.

Perhaps that was the date you contacted them?
Perhaps your phone supplier can help you with more details.

Weevil

bebewoo wrote: »

Do you have council tax bills for old and new places? They are usually good proof.

Excellent idea. Not sure why I didn't think of that.

I'll have to see if they decide it's good enough proof for them now.

Thanks

Perelandra

How did you make the original request, was it over the phone by any chance? If so, you should be able to get hold of a copy of any recordings that were taken- there may be a small charge for this, but if it shows that you were correct you should be able to get that back too.

NB: I work for British Gas. Anything I post on these forums are my own views, and do not necessarily reflect those of my employer.

Weevil

Perelandra wrote: »

How did you make the original request, was it over the phone by any chance? If so, you should be able to get hold of a copy of any recordings that were taken- there may be a small charge for this, but if it shows that you were correct you should be able to get that back too.

NB: I work for British Gas. Anything I post on these forums are my own views, and do not necessarily reflect those of my employer.

Ahh. I was wondering if I could do that. How do I go about getting a copy of the recording, assuming it exists?

undaunted

You ask the supplier, though I wouldn't hold my breath on them finding it. You can also ask them for a copy of all notes made on your file - for which there may be a small charge