Can you dispute cancellation charges? FU related

KevShek

So upon recommendation from Uswitch, in march 2014 i joined up with first utility. I've had nothing but bother since, even simple request to change to prepay meters fell on deaf ears. However the main problem was, no matter what readings I gave to them for my gas and electric, they either kept rejecting them or made up their own. This played havoc with EDF who I left and we're trying to finalise my bill. I submitted regular readings every month, which I also have copies of. Push come to shove and I've finally managed to leave them and go back to EDF in December 2014.

I'm currently disputing my final bill cos I don't think they've still got the right figures even though I told them what it should be, however they want me to pay £60 for early cancellation. Question is can I challenge then on this? as I don't think they have provided a decent service at all, pushing me to leave. I've sent them a few correspondents and complaints over the months which they have never been resolved to this day, and only got acknowledgement letters back. Do I have anything to fight them with?

footyguy

KevShek wrote: »

So upon recommendation from Uswitch, in march 2014 i joined up with first utility. I've had nothing but bother since, even simple request to change to prepay meters fell on deaf ears. However the main problem was, no matter what readings I gave to them for my gas and electric, they either kept rejecting them or made up their own. This played havoc with EDF who I left and we're trying to finalise my bill. I submitted regular readings every month, which I also have copies of. Push come to shove and I've finally managed to leave them and go back to EDF in December 2014.

I'm currently disputing my final bill cos I don't think they've still got the right figures even though I told them what it should be, however they want me to pay £60 for early cancellation. Question is can I challenge then on this? as I don't think they have provided a decent service at all, pushing me to leave. I've sent them a few correspondents and complaints over the months which they have never been resolved to this day, and only got acknowledgement letters back. Do I have anything to fight them with?

There are grounds to dispute a final bill reading.
1. The start reading of the new supplier should always be the same as the final reading of the previous supplier - if not that's an easy one to dispute.
2. If they are the same, but you dispute the reading itself, then any difference in cost is likely to be negligible unless the disputed difference is huge. Therefore you can only force a dispute if large variances are involved.
3. Usually you could raise the dispute with with the old or new supplier, which is possibly better would depend on the individual circumstances - just follow their dispute procedure.
Of course you'll need evidence if you hope a supplier will take your dispute seriously (or, depending on the circumstances, they may just agree with your dispute if they feel it's not worth fighting)

If you wish to dispute the application of early exit fees, you need to do this with the supplier who applied them, giving your reasons. Again, follow their complaint procedure.
As per their complaint procedure, the supplier has up to 8 weeks to satisfactorily resolve any such complaint lodged, after which the customer may opt to ask the ombudsman to assist.

KevShek

Disputing my meter readings isnt the problem here, as i have all of my proof, and even the old & new energy supplier knows they are talking rubbish. The different between what i said and what FU said was about 600 units higher!!! so it was real easy to spot, especially, as at the time of the dispute, my meter wasnt even anywhere near that ammount. I even took a photo of the meter/reading with the days newspaper in front of it as proof. It still took numerous contact to sort anything out.

I just begrudge paying them more than i should for what was an absolute atrocious service they gave for 9 months, so if i can save the early exit fees, then i will try.

In the meantime, ive requested a full statement from joining to leaving, im gonna dispute the amount till im happy they got it right.

footyguy

I believe the disputed limits (below which you normally get no joy) are 1200kWh for gas or 250kWh for electricity

If you are above these limits, then you have good cause for complaint

My question to you is why do you think 2 independent and competeing companies are both "talking rubbish" in addressing your complaint? Do you not think, in the circumstances, you could actually be the person who is not entirely correct in their cause for complaint?

Anyway, even if you do belive the 2 independent and normally competing companies are acting in cohoots just to wind you up, then there is, as I said, the further option of the independent ombudsman service (and you could even go to court if you don't accept the eventual ombudsman's proposed resolution)

In regards early exit fees, in broad terms no matter how bad you think a supplier's service standard has been, if you agreed to say a 12 month contract and then switched in just 9 months, the supplier will almost certainly be permitted to apply the early exit fees stated in the agreement that you have breached.

KevShek

The problem isn't with 2 companies, it's just first utility. EDF who i was with initially and who I've went back to, have been more than helpful. They have taken my readings and help me by disputing them back to FU. It's FU that keep saying we are wrong despite readings and photographic proof.
Anyways thanks for your input

footyguy

KevShek wrote: »

The problem isn't with 2 companies, it's just first utility. EDF who i was with initially and who I've went back to, have been more than helpful. They have taken my readings and help me by disputing them back to FU. It's FU that keep saying we are wrong despite readings and photographic proof.
Anyways thanks for your input

You only need to complain to one company involved.

If you think EDF are helpful, why are they not sorting out the problem for you? It would be their job to do so (although not necessarily to your entire satisfaction)

After 8 weeks of EDF failing to resolve your complaint, you can ask the ombudsman to assist you.

KevShek

I haven't needed to make a complaint with EDF, I just simply told them my new customer readingsome, told them of the issues I had with FU and they told me not to worry, they would sort out the dispute with them, and have begun my account with my figures so all well there.

However, FU have yet to respond to my complaint and when I checked today, it was from back in May. As I'm now free from them, I'm just gonna sort out the final bill, when I'm happy they have the right figures, and see what I can do about these exit fees (if anything at all) hence the post.

footyguy

KevShek wrote: »

I haven't needed to make a complaint with EDF, I just simply told them my new customer readingsome, told them of the issues I had with FU and they told me not to worry, they would sort out the dispute with them, ....

You switched almost 12 months ago!

Are you really interested in getting this resolved?
If so, you know what you should be doing.

KevShek

In summary.
Switch in march 2014 from EDF to FU, endless probs from the word go, switch back to EDF in sept 2014 gas and Nov 2014 eleccy once FU finished messing with my readings. So not even with FU for that long.

brianposter

If you get involved in the dispute dont forget to make a reasonable claim for the time that you have wasted.

KevShek

Thanks for that, yeah like the numerous calls and written letters I've sent.