MSE News: GB Energy goes bust, 160,000 customers affected

sd99

I've finally received my first bill (not statement as previously discussed) and it was indeed backdated to 2nd december, which covered the first 3 month period. Does anyone know if you can use your coop card with GB to earn points/cashback etc?

davietich

Do you have to phone GB energy/' Co-op' to ensure a refund of credit or will they do it automatically? I changed supplier before they went under so assume we will be last on the list to be refunded!

System

0800 6444451 Option 4

jblackmore

I switched from GB just before they went under, and had £250 credit refunded just before I switched, so expected a small final balance to pay around £37.

I got an incorrect bill 10 November for £47.05 (they added estimated readings after final readings), and I contacted GB to query this on 7th Dec, was told final bill would be sent by email in a few days.

Having still not heard anything (and having had 2nd bill from new supplier today), I checked GB website this morning to find previous bill had been corrected (estimated readings still show but had been set same as final readings) so was close enough to what I expected (£37.17).

I phoned to pay this only to go through loads of security questions I apparently answered incorrectly, to then be told this wasn't the final bill which will take 5 weeks ??

They could generate final bill now (while I sat on hold for more minutes) and came up with a different figure again, with no bill to match (website bill is previous amount).

I offered to pay the itemised bill amount and no more which was refused, so asked to speak to supervisor.

After 30 minutes on phone, I finally offered to make a final payment of £20 to close account due to lack of correct final bill and previous multiple complaints about unnotified price increases and forced quarterly bills which was also refused, so they are starting a new complaint and send me a deadlock letter to send to ombudsman.

I don't understand how its so hard just to send a correct bill and let me pay it

System

jblackmore wrote: »

I don't understand how its so hard just to send a correct bill and let me pay it

I spoke to GBEnergy last Friday and we agreed a final reading (since confirmed by my new supplier) and the credit balance was in my Bank yesterday.

footyguy

jblackmore wrote: »

I switched from GB just before they went under, and had £250 credit refunded just before I switched, so expected a small final balance to pay around £37.

I got an incorrect bill 10 November for £47.05 (they added estimated readings after final readings), and I contacted GB to query this on 7th Dec, was told final bill would be sent by email in a few days.

Having still not heard anything (and having had 2nd bill from new supplier today), I checked GB website this morning to find previous bill had been corrected (estimated readings still show but had been set same as final readings) so was close enough to what I expected (£37.17).

I phoned to pay this only to go through loads of security questions I apparently answered incorrectly, to then be told this wasn't the final bill which will take 5 weeks ??

They could generate final bill now (while I sat on hold for more minutes) and came up with a different figure again, with no bill to match (website bill is previous amount).

I offered to pay the itemised bill amount and no more which was refused, so asked to speak to supervisor.

After 30 minutes on phone, I finally offered to make a final payment of £20 to close account due to lack of correct final bill and previous multiple complaints about unnotified price increases and forced quarterly bills which was also refused, so they are starting a new complaint and send me a deadlock letter to send to ombudsman.

I don't understand how its so hard just to send a correct bill and let me pay it

When you switch energy supplier, the final meter readings of your old supplier must be the same as the start readings of your new supplier.

As no one will expect you to pay twice for the same energy, if they are not, the ombudsman will support your complaint.

Likewise, no one will expect you to receive energy for free, so if the meter readings are the same, then the ombudsman will not uphold your complaint.

Even if the readings are not exactly as you had hoped , as long as they are the same ones used by both suppliers, then the difference in cost will be negligible for the small difference you may be disputing.
(If the difference was huge, and there was evidence to support it, then the energy companies involved would normally agree what meter readings should be used - again both old & new suppliers will have to use the same readings)

Energy suppliers ordinarily are allowed 6 weeks from switching to produce a final bill. But it can take longer...;)
If they take over 12 months, then you may not need to pay anything more

System

Just to add to Footguy's comments. The industry norm before raising a dispute for gas is 125CM3s or about 1400kWhs. I had a Final Bill last year that was 120CM3s in the losing supplier's favour. In truth, the difference in cost to me was £2.34. I made a slight fuss and the gaming supplier paid me £2.34 after trying to argue for a week or so that I was getting free gas!

The important thing is that the opening and closing readings have to agree.

If a dispute is raised, then for some extraordinary reason the suppliers will tell you that it could take up to 12 months to resolve.

castle96

Just received bill (from GB). Shows estimated figs even though I supplied a read on 29/11. Bill is to 13/12.
As I was £104 in credit on 29/11, I reversed the 8/10 and 8/11 DDMs of £46 each to clear up the credit. Payment record still shows these payments as PAID. I am now £52 in credit. No DDM payment taken 8/12. Will see shortly re the 8/1 payment. Error in their system giving me a £92 profit.....

System

castle96 wrote: »

Just received bill (from GB). Shows estimated figs even though I supplied a read on 29/11. Bill is to 13/12.
As I was £104 in credit on 29/11, I reversed the 8/10 and 8/11 DDMs of £46 each to clear up the credit. Payment record still shows these payments as PAID. I am now £52 in credit. No DDM payment taken 8/12. Will see shortly re the 8/1 payment. Error in their system giving me a £92 profit.....

I wouldn't spend it for the next 6 years.

tg99

Received my first bill since the change to Co-op. It includes the debit amount I owed GB before they went bust. However, according to Ofgem q and a:

"I’m paying back a debt to GB Energy supply. Will I now pay this to Co-operative Energy?

You will not need to pay back your debt to Co-operative Energy. However, you may have to continue to pay this back to GB Energy Supply. Further detail will be provided in due course by the administrator."

I've not heard anything from the administrator....has anyone else?