Have you tried to reclaim old bill credit?

Leodogger

I have just had another run in with Scottish Power about their recent bill which was raised after I inputted new readings after being out of the country for 4 months. Firstly they claimed I had only entered one correct reading for electricty whilst the other for gas was estimated because I didn't enter it, both online which I did enter both.

Subsequently incorrect amounts were charged on the bill and after giving them the correct readings again yesterday they raised another bill today which was a load of gobbledy gook ! There were various amounts stated, none of which seemed to relate to each other with an entry for "Account Adjustments" which told me nothing to which they referred to and looked like a credit, rather than a debit which I queried. After the various amounts listed of plusses and minusses there was no total at the bottom of the invoice so that I could have at least added or subtracted to arrive at their total amount owing which appeared to be in the centre of the list. Then on my actual account online there was a bill of £21.42 for this invoice against the actual energy bill which was for £22.96 !! The customer services agent I spoke to today couldn't understand the bill at all either and coudn't explain the Account Adjustments and ended up pasing me to someone else who actually did speak some sense but still couldn't explain where the £21.42 came from !! She worked all the amounts out again and finally came up with £19.94 for the bill.

I put in an official complaint regarding the bill and explained that I was an accounts administrator in my job for years and I couldn't work out what the bill was trying to tell me so how would an 80 yr old lady get on !

They apologised, couldn't understand why the estimate for gas went through throwing the whole bill out and just asked me to ensure that when entering readings make sure if there was a "0" at the front, to put it in, just in case the system put it at the end, even though if it had it would not have brought the amount out to what it did so what was the point in that and I am still no nearer getting an explanation of why it generated an estimated reading for my gas which has happened before? Even though I complained about the bad format of the bill, there was no promise to escalate my complaint up to the managers to look at, so a complete waste of time.

It is time energy companies got their act together and sorted these bills out so that a mere mortal can make sense of them ! Perhaps a short explanation of each category listed i.e. "Account Adjustment" would help to at least give some clue to what they referred to.

kafue

I finally got round to calling First Utility. I was only with them for 4 months (in 2013) before moving house.
But my refund will be just under £300. The very nice lady just couldn't understand why the system hadn't sent me the money automatically. I can't understand it either

jobriath_2

Didn't let us know about a grand until we asked.

Transferred money in a reasonably efficient manner once prodded.

I gave a breakdown of expected interest in the year since they'd had the money, at the "fair" 3%(IIRC) rate that they advertise. First they misunderstood, and ignored that calculation.

Later prompting got the response that they don't pay interest once the account is closed (amounted to about twenty quid). However, as a gesture of goodwill, they gave ten.

Figured I'd pass on my experience for those people keeping track. OVO: Bounded fairness.

Sooz64

Hi all
I am currently with Npower on prepayment meters for both Gas and Electric, and looking to switch suppliers as I think Npower have had enough of my hard earned...
After checking my online account my electric 'statement' shows my Electricity account in credit by £254.93 and then states "As you are paying for the energy you use as you use it, the credit on your account will be offset against your upcoming bills."
Can anyone tell me whether this is correct or can I actually claim this as a refund.
I will be ringing to ask them tomorrow as I would like to know before the switch over.
Apologies if this question has been asked before but i am in infrequent forum user and thank you for your anticipated replies (if any).

gropinginthedark

Surely this is comparable with banks other financial scandals like PPI mis-selling. What are our MPs doing about it? I consider it to constitute theft.

sparky421

It strikes me that it would be in Money Saving Expert's interest (as well as all consumers) if they were to lobby to change the immoral practice that Power companies adopt, namely: to hold onto any money they owe us when we switch suppliers until (or unless) we ask for it.


If this practice were to change it would make us all more likely to continue to switch between suppliers. How many people are put off because of the trouble it causes?


I switched from Green Star Energy recently and even though they have my bank account details because I paid by Direct Debit, I had to chase them to repay me. This is what they said:


"With regard to refunding the credit remaining in your account, unfortunately the customer must request the refund on receipt of the final bill. This is the procedure at the moment with regard to processing any refunds and I apologise if there was any confusion about this."


I'd laugh, except it isn't funny...

dolly145

I left Extra Energy when my contract expired on 30/09/2015. I eventually had a bill in December showing a credit of £432.94, due to be paid on or around 24/12/2015. I am still waiting. After numerous phone calls, won't bore you witht he details, they managed to pay a goodwill gesture of £50 within 3 days but not the full refund. I will not be sapped off like this and have complained to the Ombudsman.

stesal123

I changed suppliers in Nov. 2015 from Spark Energy to my present one. I asked them for any monies of mine to be paid back into my account as I paid by D.Debit. Unfortunately, I have since been dogged by an on going Medical Condition & allowed things to Lapse.
However, I did contact them in Feb.2016 & was told they owed me over £300.00. After many unanswered e mails from them, I have just found out that they are due to repay me this on 1/04/2016?
5 Months from when I switched? I have just completed the online form for the Ombudsman with regards to this. I can imagine what they would do should it be me that owed them monies for this amount of time!

peter.collins443

posted this else where as well

Still waiting for Co op energy to return my credit

Quote:
Electricity meter reading was sent on 24 February 2016,
gas meter reading was sent on 12 February.)
I received my final bill from the co op on the 25th February 2016

which states the following

Quote:
We will refund any amount owed 14 days after the date of this final bill or statement.
If you have any questions, please contact us as soon as possible.
On the 9th I raised a complaint with co op energy about my credit refund.

On the 11th March I received a reply stating that my credit had been sent out to me by cheque ..

When I asked why ????: they stated they have lost my dd details

ummmm

On the 14th I contacted co op again to be told that I should have my check by the 16th of March....

On the 18th I finally got in contact with co op energy again due to now one answering their phones form2 days ... to be told this time they now expect my cheque to arrive around the 1st of April 2016

Is this an early aprils fool joke...

Think I will be contacting Ofgem again

peter.collins443

:rotfl::rotfl::rotfl::rotfl::(

Delete33

E-Mailed Greenstarenergy as I switched to EON through MSE asking for a final bill and a refund of my £1000 credit. They did E-Mail me back within a day and asked for my dob address nino account number and bank details to pay me back. Then the E-Mail to say your request for your refund will be paid back into your chosen bank account within 20 Days by BACS Transfer, where they get 20 days from I do not know. They never ever reduced the amount I was paying to them hence the £1K credit, DO NOT go with GreenStarEnergy COWBOYS.