Have you tried to reclaim old bill credit?

dont_use_vistaprint

I'v just had my credit back from EON, it took exactly 10 working days since the final bill was done. The final bill was done about 10 days after the switch. The only downside was I had to leave the DD in place and they collected an extra payment, but all reconciled OK now.

I'm not as confident it would be as quick or easily with the new providers like Outfox, I think its important if switching to newer smaller companies to stay in debit as much as possible

RSP280680

I recently moved from Eversmart to Eon to get a better deal.
Eversmart continued to issue new invoices for the following 2 months, so i called them today to question it.
They apologized, closed the account and issued a final bill there and then, but it shows the account as being in credit to the value of £644.
I've always overpaid slightly for peace of mind, but i know the account wasn't this much in credit and questioned them on that figure.
They have told me its what the system says and they will be refunding the credit to my account today.

How long do they have to reclaim a payment if it does turn out to be incorrect ?

Former_E.ON_Company_Representative:_Malc

RSP280680 wrote: »

I recently moved from Eversmart to Eon to get a better deal.
Eversmart continued to issue new invoices for the following 2 months, so i called them today to question it.
They apologized, closed the account and issued a final bill there and then, but it shows the account as being in credit to the value of £644.
I've always overpaid slightly for peace of mind, but i know the account wasn't this much in credit and questioned them on that figure.
They have told me its what the system says and they will be refunding the credit to my account today.

How long do they have to reclaim a payment if it does turn out to be incorrect ?

Hello RSP280680 and thanks for joining us.

To make sure you're not charged twice for the same energy, your old supplier should've closed their account to the same meter readings we've used to open our account. We'll have sent them these readings as part of the change of supplier process. Please let either us or Eversmart know if there's a discrepancy.

Provided the difference is above set thresholds (250 units for electricity and 45/125 units for a 4-dial/5-dial gas meter), an industry wide process known as an Agreed Reads Dispute (ARD) can be used to put things right.

Thanks again for switching to us RSP280680.

Malc

ICM

I have to add more funds to my Direct Debit with Enstropga even thoughI knew full well that I would not go into the red but would end up in credit (I have nearl y 10 years of records in my spreadsheet of energy usage and payments). Thus I have ended up some £280 in credit and have now moved to Octopus Energy. I am having trouble getting Enstroga to a) issue the formal final invoice and b) repay me the credit. They say that they have not received my start meter reading from Octopus even though I emailed both suppliers on the day of changeover. Octopus now tell me that Enstroga waited for about 6 weeks before accessing the check meter reading. So it looks as though I have a battle on my hands. I have started the formal complaint process (which is going nowhere) next I will try Resolver and if that fails I wil try the Telegraph or Sunday Times consumer champions and then the Ombudsman. Looking at the blogs it's clear that you have to fight your corner and not give in which I suspect is what the energy companys such as Enstroga and Scottish Power would like you to do. Future cutsomers of Enstroga be warned.

sealsker

I think this should probably be a new thread, but I can't see how to start one.

I'm trying to retrieve an overpayment from TOTO, my previous supplier. I switched in October, just before they went under, and see from my final bill that I have a credit of £164. Calls just go through the system to a dead line, and there is no help available on the website, except this in the FAQ.
"We are working hard to set up the process so we can refund any credit due.
As soon as we have done this, we will refund any requested credits due to our customers."

Can anybody advise what my next step should be?

Pete99

Just a thought, why leave the direct debit in place after you've switched, it isn't necessary to receive a refund in your account but it still allows the old supplier to take the next payment, in error or not, and if you owe anything to them you can pay by debit card or whatever, the contract that requires a DD to be in place surely ended when you switched to another provider.

andy111

Sealsker, you need to contact Edf energy with your details, they took over all victims of the fraudsters Toto, myself included.

My situation is the same as yours.

I left Toto in early September, asked for my credit refund but they claimed I owed them. the phone calls amounted to 2 hours over the weeks, then they used a complaints specialist and we exchanged many emails all for a simple refund.

I was always in credit via DD, sent readings monthly and knew my precise usage.

They rely on you not knowing the system, and hope you blindly pay their false demand. I had three threats of Bailiff action via letter, email and text throughout this fraud attempt.

they would have stolen £150 from me had I complied with their request.

Finally they agreed I was correct and offered £40 compensation for the distress as well as my correct credit balance.

However this was in an email at 0830 on 23/10 and they went bust at noon that day - comedians.

Contact customer_correspondence@edfenergy.com with your name address and detail and they should be able to locate you on the Toto database.

They are very quick at responding but imply it will take time;

"Domestic customer credit balances are protected by Ofgem regulations.
EDF Energy will honour any credit balances that current and former customers have with TOTO energy.
We're currently working to establish how this process will work and we'll be in touch when we have more information.
This may take some time but you will definitely get your money back"

sealsker

That's really helpful, thank you.

andy111

Pete99, you might think you can cancel your DD after leaving - that is not how Toto operated.

I had already paid 2 new DD payments to my new company and was chasing the credit owed to me by Toto but they insisted I reinstated my DD even though they owed me. Otherwise they would not deal with me.

Bear in mind there are many online cases of companies randomly taking huge amounts of DD £500/£600 before they go under.

They wasted more than 5 hours of my time in the hope I would give up, which is the MO of most smaller companies. They either demand the wrong amount from you - which many would pay assuming they are dealing with an honest company, or they ignore you.

They used a fake tariff to back up their claim against me.

Most smaller power companies are set up to access bank accounts via DD for their own gain and remove money from the uninformed, the uneducated and the unwary.

texter

sealsker wrote: »

I think this should probably be a new thread, but I can't see how to start one.

I'm trying to retrieve an overpayment from TOTO, my previous supplier. I switched in October, just before they went under, and see from my final bill that I have a credit of £164. Calls just go through the system to a dead line, and there is no help available on the website, except this in the FAQ.
"We are working hard to set up the process so we can refund any credit due.
As soon as we have done this, we will refund any requested credits due to our customers."

Can anybody advise what my next step should be?

You should probably start by reading this:

https://www.moneysavingexpert.com/news/2019/10/toto-energy-collapses---what-you-need-to-know/