HELP! Extra Energy have sent me a £2k bill, 22 months after I left them

footyguy

buzzandcindy wrote: »

Update - Extra Energy contacted me today and reiterated that there billing was correct, and I should contact the new supplier who I transferred to as they gave the final meter reading. They couldn't tell me which supplier this was and I have moved suppliers several times since. ...

In your OP you said you:
"...transferred both gas and electricity to BRGas-Energy via the Energy Club and received cashback once it was complete"

buzzandcindy wrote: »

...Please can someone advise x

Follow the supplier's complaint procedure if you believe there is cause for complaint.

If you still fail to agree with the supplier, you can take the matter to the ombudsman for adjudication after 8 weeks (or earlier if the supplier provides a deadlock letter)

Good luck!

dogshome

OK - So it's a meter that's like the mileometer on cars before they all went digital

This is an Analogue meter which are usually very reliable - If anything they tend to run slow as they age, but, they can go rogue

SWITCH OFF all gas appliances and check the meter for movement every hour for half a day - If it moves, it's dodgy
If it doesn't, still check how much the meter moves when you have just one appliance on - Lowest consumption appliance yo have, ( Gas Ring ?)

buzzandcindy

Thanks dogshome. My meter is working correctly.
I think my issue with them is the high final reading they have in relation to my average usage. And the length of time (22 months) it took for them to send me a bill.

trickytree1963

15/02/16 – Direct Debit payment £62 (which was increased as my previous payments were £42). This was my last payment to them as I switched suppliers Balance £415.29CR

You never checked your balance or asked for a refund?

buzzandcindy

Unfortunately not. Stupidly I presumed that because the last payment was increased, this was to settle my bill. And because it was online and not paper billing (which would have reminded me) I never thought to check. I suppose I just presumed that if I had cash to come back they would send it to me like the other companies had done when I switched.

Enceladus

16 x £42pm direct debit commencing 14/10/2014
1 x £62pm direct debit 15/02/16
Total = £734

So the max possible credit balance you could have is £734, if nothing at all was billed/debited. Yet your credit balance reached £1328.00 as a result of the cancelled invoices. Are the payment amounts above correct?

Who was your supplier prior to the 24/09/2014?
What was your direct debit with them from your bank statements?
Might it be possible that the reading used of 2259 was incorrect? IE too low.

daveyjp

OP you may still be able to access your old online accounts from suppliers you have left to check readings.

Enceladus

The final bill from your pre September 2014 gas supplier should have the final meter reading that they used. And this should be the start number used by Extra Energy.

If you no longer have the final bill or access to it then you could trying phoning and ask for a paper copy. The bill should also have the gas MPRN supply reference number and this should be the same for all your suppliers.

However regardless of whether the start reading of 2259 is correct or not it doesn't explain how you could achieve a credit balance that's twice the amount of the money you actually paid in.

buzzandcindy

Enceladus wrote: »

16 x £42pm direct debit commencing 14/10/2014
1 x £62pm direct debit 15/02/16
Total = £734

So the max possible credit balance you could have is £734, if nothing at all was billed/debited. Yet your credit balance reached £1328.00 as a result of the cancelled invoices. Are the payment amounts above correct?

Who was your supplier prior to the 24/09/2014?
What was your direct debit with them from your bank statements?
Might it be possible that the reading used of 2259 was incorrect? IE too low.

Thanks, sorry my head is scrambled, just rechecked my paperwork. I paid the following to Extra Energy:
10 x £99, 6 x £46, 1 x £62 Total £1328.00

I dont have any previous bills, but looking at my bank statements I was with Scottish power before them so will ring them on Monday.

Looking at the cancelled bills/credit:
24/11/17 – Cancelled bill - £546.28 Credit Balance £961.57CR
24/11/17 – Cancelled bill - £366.43 Credit Balance £1328.00CR
01/12/17 – Your bill – Total charges £3280.01 Balance £1952.01DR
The 2 cancelled bills are the ones dated 09/07/15 and 19/01/16 which look like they have been recredited to give the total amount paid to them £1328.00 Then they have re billed me on 01/12/17 for the total amount they say I used over the 16 months I was with them.

Thank you everyone for your help, sorry my info is a bit confused as I'm finding it hard to get my head round it and feeling pretty stressed at the moment. But your info does help point me in the right direction. Thanks xxx