Promised an investigation but never received

JKDAY

Hi guys, I am in dispute about an outstanding utility bill. They promised an investigation with in x days but failed to get back to me. I tried calling last week, tried escalating to managers. Was told everyone was busy (surprise surprise) and I would receive a call back but still nothing.

What can I do from here? Parts of complaint has been sitting with Ombudsma for months (they are very busy). Do I have a right to say I am not paying until someone gets back to me?

[Deleted User]

Withholding payment is not recommended

unholyangel

More details required. For example what type of utility, whats the method of payment (is credit involved?), why are you disputing the bill and is it the entire bill or just a portion of it (and if a portion, how much)?

JKDAY

I am happy to pay for what I have used but the meter was overcharging me so don't want to pay entire bill, Should I suggest I am happy to pay x but not the rest until its been investigated as promised?

JKDAY

unholyangel wrote: »

More details required. For example what type of utility, whats the method of payment (is credit involved?), why are you disputing the bill and is it the entire bill or just a portion of it (and if a portion, how much)?

its an energy bill, the meter was overcharging me, its what the engineer told me but they will not acknowledge this . I haven't actually paid anything towards it yet as I have been in dispute with faulty services for 2 years. I am happy to pay for my usage

unholyangel

JKDAY wrote: »

its an energy bill, the meter was overcharging me, its what the engineer told me but they will not acknowledge this . I haven't actually paid anything towards it yet as I have been in dispute with faulty services for 2 years. I am happy to pay for my usage

I presume this is electricity meter?

Has this amount been in dispute 2 years or are you saying its the latest dispute in a long line of disputes going back 2 years?

If they're providing you with credit then not paying the bill in full could adversely affect your credit record. Even if the company were to agree to you only paying part, personally I wouldn't do so unless they put it in writing (that the amount to be paid is x amount and that y amount is to be held in dispute).

How long have the ombudsman had the complaint? Tbh I'm not sure what else you can do short of waiting for the ombudsman to come to a decision.

JKDAY

its the latest dispute in a long line of disputes, which is why I haven't paid as what they have been charging me for has been inaccurate. I just checked Experian and its not on there so I'm guessing wont effect my credit score?

I know I have to pay something towards it eventually, should I say I will be paying xxx today but the rest is still in dispute until you provide me with results of investigation, is that fair?

ARandomMiser

I would suggest paying what you believe you owe (e.g. if you think that the meter is overcharging by 10% then pay 90% of the bill. If nothing else it shows good faith from yourself an, should any future judgement go against you then at least you will not have to find a significant amount of money at that point.

DCFC79

JKDAY wrote: »

its the latest dispute in a long line of disputes, which is why I haven't paid as what they have been charging me for has been inaccurate. I just checked Experian and its not on there so I'm guessing wont effect my credit score?

I know I have to pay something towards it eventually, should I say I will be paying xxx today but the rest is still in dispute until you provide me with results of investigation, is that fair?

Your lucky as credit scores aren't seen by lenders, your credit file is what they see.

Autumnella

If it's already with the ombudsman the energy company can't deal with you. You have to go through the ombudsman if you have any further queries. What was the engineer there for when he told you this? How did he know it was faulty? Did he complete a meter accuracy test or fit a check meter? How can you expect people to help you if you don't actually give any details?