Being billed by 2 suppliers due to incorrect handover by Green Energy

freeganneist

The electricity for my new home, which I bought in July, was already supplied by Eon. I switched to Green Energy and gave them a meter reading on the switch date. I also tried to enter the same meter reading with Eon but they wouldn't accept it online so I phoned them with the reading. They said they could only take a reading from my new supplier, but did make a note of it on my account.

When my final bill arrived from Eon the closing reading was shown as estimated, and was much higher than the actual reading. The property is currently uninhabited while we wait for planning permission, so there's almost zero usage (one of the reasons why I switched to a tariff with no daily charge).

I contacted Eon and was told that because the difference between the actual reading, that I gave to both them and Green Energy, and the estimated reading was less than a certain amount, they couldn't raise it as an issue and said they probably wouldn't accept a revised reading from the new supplier. They said I would have to pay them the amount they'd billed, up to the estimated reading.

Green Energy said this was nonsense, and they would send the correct reading to Eon. Meanwhile, they asked if I'd send them another meter reading at the end of August. I did so, and now they've billed me. So unless this gets sorted out, I'll need to pay Eon for estimated usage based on an estimated meter reading that probably won't be reached in reality until the middle of next year - and Green Energy will bill me on an ongoing basis too, based on the correct readings. I'll be paying both companies for the same usage.

Eon say they will be sending me reminders and a final notice if I don't pay their bill, and that they won't accept the estimated reading from Green Energy as a reason to not chase me for payment. Green Energy seem totally chilled out about it all and say there's no reason why Eon won't issue a revised final bill. So I'm stuck in the middle.

Eon keep talking about something like issue tolerance levels, as a reason for not putting the account on hold while this is resolved (assuming it is). My credit rating will be compromised if I don't pay, but they don't sound as if they'll give me a refund if I do pay them.

Is this something the regulator can help with, do you think?

Ectophile

The first thing you should do is to lodge formal complaints with both companies. The procedure should be set out on their bills or on their web site.

They then have eight weeks to offer a satisfactory solution.

If they cannot offer a solution, or fail to do so within 8 weeks, then you can go to the energy ombudsman.

Edit: the regulator won't be interested - it's the energy ombudsman you need. The complaints procedure for each company should include their contact details.

Former_E.ON_Company_Representative:_Malc

Hello freeganneist. Hope you've settled in to your new home. Thought I'd pop on to explain what happens with a change of supplier.

When a supply changes hands, it's the responsibility of the new supplier to let the old supplier have the meter readings they're going to use to start their account. The old supplier uses the same readings to close their account. This stops the same energy from being charged twice.

Electronic messages pass between the two suppliers and certain third parties like the regional distributors, meter operators, meter readers, national databases etc. These messages let all those involved with your supply know about the changed circumstances. One of the messages concerns the meter readings. These come to us via a third party who check to make sure they're in line with previous readings for the property. Sometimes they'll change them and let both suppliers know.

Even though you've given us meter readings and thank you for doing this, we may not be able to use them if we've different readings from the new supplier or third party. This can be challenged using an industry wide process known as an Agreed Reads Dispute (ARD). This is used by all suppliers to agree/re-agree opening/closing readings following a change of supplier. The difference, though, needs to be more than 250 kWh for electricity. From what you say, I suspect the difference is above this threshold so an ARD can be used. Either supplier can kick start this.

As above, it's important your new supplier's opening readings match our closing readings. This way you'll only be paying once for the same electricity. If it turns out to be below the 250 kWh threshold, the readings won't be changed. It's just that you'll be paying one supplier for more units than expected. This should balance out as you'll be paying the other supplier for less.

Just to confirm, once a change of supplier is triggered, all our systems are suspended until it completes. As a result, you won't be able to enter readings online and neither will our advisors be able to enter them for you.

I'd certainly do as Ectophile says and raise a complaint. We'll look at what's happened and offer a resolution. If you're unhappy with this, the complaint will go to our Review Team for a second opinion. From there, if you're still unhappy, you can go to the Energy Ombudsman. At this point, we'll issue a 'Final Resolution Offer' letter to help when you approach the Ombudsman. Although, if the complaints over 56 days old, you can go to the Ombudsman straightaway.

Hope this explains what happens freeganneist and sorry if some of my speculation is off track.

Malc