Moving house, and the fun of closing an account

Sam360

So... before the summer I moved house, where I was moving to I wouldn't be responsible for paying the electricity bill, so I sent off the final meter reads to the energy company who I was using and asked for the account to be closed.

They agreed they had all the information they needed to close the account, and produced my final bill, which was paid (including the early exit charge).

3 months later they've decided to reopen my account and re-setup direct debits saying the letting agent gave them a different move date (month later), they can't provide any proof that this has happened, and when I've spoken to the letting agent they're saying they've never spoken to the energy supplier.

Does anyone have any suggestions or advice about what my options are? The energy company are also being extra helpful in that everytime I ask a question I'm getting a stock response of your move date has been provided by your letting agent and cannot be changed I'm under the impression that as I was paying for the electricity what the letting agents say shouldnt change anything anyway as the contract was between me and the energy company?

CashStrapped

How...bizzare.

The move out date is immaterial anyway. It is the final meter readings that you gave which is the important bit.

It sounds to me like the new tenant has moved in and given them either wrong information about when you moved out or perhaps, vastly different meter readings.

Personally, I would consider ensuring the Direct Debits are cancelled. If you did not agree to a new mandate being activated, I do not see how they have the authority to set-up new one (assuming the original once were fully cancelled).

I would write a letter, raising a formal complaint. Detail the issue and if you can include a letter on headed paper from the agent confirming your original move out date. Once again, re-confirm the final meter reading you gave at the time. Explain that if the issue is not resolved to your satisfaction you will take the matter to the ombudsman. They have 8 weeks to deal with your complaint before you can take matters further.

Furthermore, if they do take a DD from your account and you are sure that there has been no agreement to take the amount and it is an error on their part. Ring the bank and ask for a Direct Debit indemnity and it will be recalled under the guarantee scheme. You can follow the complaints process on the energy section of this site, it is detailed in there somewhere.

dogshome

Is the supplier First Utility?
So far as I'm aware, they are the only one who charges the Exit Fee for customers moving home.

Do exactly as CashStrapped has advised and head the letter Complaint, big and bold

CashStrapped

Ahh, if it is first utility, they are trying the same thing with someone I know. I just did not think about it.

They closed the account 2 years ago and they every so often send a letter saying he owes xxx amount, even thought he account was closed with correct meter readings etc.

Sounds like they have a issue with their computer systems or just a terrible set-up and poor customer service.