Energy company mistake.

TheReikiman

I changed from one energy company to another because the new one could supply for £119 per month instead of £134. At a six month review they further reduced the payment to £79. However, the balance was actually -£223 and they had read it as a positive balance. Now a further six months along I am £450 in arrears. In touch with them today and they have raised payments to £153, taking the first one out today. They admit the mistake was theirs and I have all e mails etc to prove it was their mistake. They have offered £40 compensation and apologised, but insist on the payment. Can they do this?

ljonski

You used the fuel, so you will have to pay. However i would lay the stress on thick and try and get a goodwill payment maybe of £100 !

Cardew

Given that the call centre staff are on commission, it is almost standard practice for them to offer you a lower monthly direct debit to secure your custom and hence get their commission.


You have got to appreciate that an initial monthly direct debit is meaningless. What counts is your annual consumption in kWh and from that you(or a comparison website) can calculate your annual expenditure.

SoletraderSteve

Why don't you see if they have a cheaper/more suitable tariff for you and roll the debit balance into a new deal? You will still have to pay for it regardless of what your monthly payments are set at.

macman

If they had over billed you and the mistake was discovered, would you not expect them to correct the error and refund you? What is different about your scenario?
What you should be given is a 6 month period to recover the arrears. £40 is a very generous goodwill offer.