"credit" issue - advice needed

girlhues

I'm with first utility. I've been with them since 2013. For the past 18 months they have taken money (£88) from my bank account and placed in my energy account. In October 2015 it seemed I had around £1800 credit. I called them and asked for this back.

The law states that if a service provider hasn't taken payment for the last we've months the customer doesn't have to pay.

First utility are saying that because my account was in credit and there was an issue with my readings the law does not stand. Moreover, they closed and reopened my account without my permission to decrease the length of the account so they don't have to pay.

Any advice or help is welcome here as I am now in a position where I am unsure what to do.

Thanks all

Leanne

victor2

So are you saying FU have not created a bill for the last 18 months, but have taken your DD payments?
What is the issue with your readings? Meter(s) not working or some other problem?
You've presumably used the utilities, so they don't actually owe you the £1800 you've paid. They may owe you something, or you may owe them.
People may be able to offer you advice here, but will need more detail.

Bluebirdman_of_Alcathays

The law states no such thing.

keith1950

Leanne, first utility are not going to refund anything until the issue with the meter readings is sorted. For all you know you may actually owe them money.
Have you submitted regular monthly reading or allowed meter readers access to your property.
You need to ask them to send a meter reader round and then provide you with an up to date bill before you start asking for refunds.

System

Hi. Any credit or debit amount is meaningless unless the figure shown is based on an actual meter reading/s. There is a Backbilling Code but it is not enshrined in law.

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.

As you can see there has to be some customer action. Have you actually spoken to the supplier in the past year and asked for an updated bill? As above, have you responded to, and provided, actual meter readings? It always amazes me that people will pay a £1000 per year for service that they don't keep a very close eye on.