Backbilled over 12 months ago?

Cardew

pokhim wrote: »

The question is if they didn't produce an accurate bill and only an estimate? And then didn't proceed to communicate with SSE to get the initial meter read then I can't really see how I'm at fault?

If they go ahead and produce a new bill from the reading of 18months ago then I presume the backbilling clause would apply? This is because they have not communicated with SSE, they have not sent 1 single reminder, they admit there is a glitch in their system and i had assumed my bills were all up to date.

So let me get this straight.


You left BG in March 2013 and moved to SSE. You presumably have had bills from SSE, including the first bill using an initial meter reading - which you haven't queried/challenged??


That meter reading should be the same as the closing reading with BG.


It seems you want BG to produce a new bill dated September 2014 with the meter readings from March 2013(18 months ago) and then claim that the 12 month back-billing clause applies from Sept 2014?? 18 months after you left BG.


If that isn't the case, what do you want from BG?

System

FWiW, I don't think that you have one chance in a hundred of getting BT to apply the back-billing code. You appear to have been issued with a final bill so the switch went through and, on audit, BG has found that you have under paid. You have a right to be angry about the delay in resolving this issue and BG may decide to offer you a goodwill payment. However, asking them to write-off a £480 debt is not something that any organization will do.

Cardew

Hengus wrote: »

FWiW, I don't think that you have one chance in a hundred of getting BT to apply the back-billing code.

Or British Gas;)

pokhim

Cardew wrote: »

So let me get this straight.


You left BG in March 2013 and moved to SSE. You presumably have had bills from SSE, including the first bill using an initial meter reading - which you haven't queried/challenged??


That meter reading should be the same as the closing reading with BG.


It seems you want BG to produce a new bill dated September 2014 with the meter readings from March 2013(18 months ago) and then claim that the 12 month back-billing clause applies from Sept 2014?? 18 months after you left BG.


If that isn't the case, what do you want from BG?

This is correct.

pokhim

Hengus wrote: »

FWiW, I don't think that you have one chance in a hundred of getting BT to apply the back-billing code. You appear to have been issued with a final bill so the switch went through and, on audit, BG has found that you have under paid. You have a right to be angry about the delay in resolving this issue and BG may decide to offer you a goodwill payment. However, asking them to write-off a £480 debt is not something that any organization will do.

I wasn't issued with a final actual bill (I question even an estimated), as BG say they didn't receive the final meter readings from SSE and this wasn't discovered until 18months after I left.

System

Have you actually read the Code? Which bit do you think applies to you? You will note the frequent reference to YOU. You must have known that you would get a Final Bill from BG on switching so are you able to prove that you contacted them about the non appearance of a bill ? As I said earlier, that shouldn't be necessary and BG's case is IMHO weak on that point. But, as others have said, the Code doesn't kick in just because the company forgot to bill you - if indeed that is the case. BG's argument is that they have billed you - albeit, incorrectly - but failed to take a DD payment. The Code does not apply to the latter.

When does the back-billing principle apply?

Each case is looked at on its own merits; however,
the 12 month limit for back-bills may apply in these
examples when your supplier has:
• Failed to bill you at all and you have requested
bills from them;
• Billed you using estimated meter readings and
instead of valid readings provided by you or a
meter reader;
• Billed you incorrectly by mixing up meter
readings, and failed to act upon information
available to put this right;
• Failed to do anything about a query or fault you
have raised regarding your account or meter and
subsequently allowed a large debt to build up on
your account;
• Failed to reassess a payment arrangement
(eg. Direct Debit) within 15 months, or failed to
reassess based on a reasonable estimate.


And your redress is:

If your supplier has said that the back-billing principle
or the Energy UK Code does not apply, and you
are unhappy with their decision, the next step is to
contact your supplier and follow their complaints
process. All suppliers have a complaint handling
procedure designed to assist their customers.

pokhim

Hengus wrote: »

Have you actually read the Code? Which bit do you think applies to you? You will note the frequent reference to YOU. You must have known that you would get a Final Bill from BG on switching so are you able to prove that you contacted them about the non appearance of a bill ? As I said earlier, that shouldn't be necessary and BG's case is IMHO weak on that point. But, as others have said, the Code doesn't kick in just because the company forgot to bill you - if indeed that is the case. BG's argument is that they have billed you - albeit, incorrectly - but failed to take a DD payment. The Code does not apply to the latter.

When does the back-billing principle apply?

Each case is looked at on its own merits; however,
the 12 month limit for back-bills may apply in these
examples when your supplier has:
• Failed to bill you at all and you have requested
bills from them;
• Billed you using estimated meter readings and
instead of valid readings provided by you or a
meter reader;
• Billed you incorrectly by mixing up meter
readings, and failed to act upon information
available to put this right;
• Failed to do anything about a query or fault you
have raised regarding your account or meter and
subsequently allowed a large debt to build up on
your account;
• Failed to reassess a payment arrangement
(eg. Direct Debit) within 15 months, or failed to
reassess based on a reasonable estimate.


And your redress is:

If your supplier has said that the back-billing principle
or the Energy UK Code does not apply, and you
are unhappy with their decision, the next step is to
contact your supplier and follow their complaints
process. All suppliers have a complaint handling
procedure designed to assist their customers.

Yes, i have read the code but the list is not full and final which is why I came on here for advice. I will contact BG, ask them for a full updated bill and then tell them that the backbilling code applies. Lets see what they say.

thanks for all your help and i'll post the response on here FYI.

canary2211

I have one of these letters too. Identical wording - "glitch" (when was that a proper word?) March 2013 - leaving BG for Scot Power. Will request full billing and payment history and check handover readings etc. Then I will probably pay.

PS I did have a bill. But cannot currently access it. I suspect it is a final bill.

Andy_WSM

canary2211 wrote: »

- "glitch" (when was that a proper word?)

http://dictionary.cambridge.org/dictionary/british/glitch

glitch

noun [C] uk /ɡlɪtʃ/ us

› a small problem or fault that prevents something from being successful or working as well as it should: We'd expected a few glitches, but everything's gone remarkably smoothly. The system has been plagued with glitches ever since its launch.

Cardew

canary2211 wrote: »

Identical wording - "glitch" (when was that a proper word?)

I inherited two huge volumes of the Oxford Dictionary - reprinted 1984 - and it does not contain the word 'glitch'!