Add your feedback on energy supplier Usio Energy

Posiden

Ive just been sent this final bill from FU Shell and I don't agree with the amount. As far as Im concerned i was paying £220 ish a month with Usio.
FU have walked in and now want to charge me in the region of £400 a month. How can they get away with this?
I am going to have to spend more of my own time searching back to see what the original unit cost was going to be, how many units I have used and what the cost should be!

"Dear Mr @@@@@@
Your account has no been closed and the account has no been billed the account balance stands at £1,203.25.

I have issued a gesture of gesture of goodwill for a credit on your account of £30 for the error in standing charges which was 15.78 difference to the bill.

Could you reply to this email, as to what step you wish to take so we can close this complaint and set up a payment plan for you."

Posiden

Just a note but since I left FU SHELL my account has been locked and I can't look at any or the previous communications / meter readings etc.

Good job i saved them

brewerdave

Posiden wrote: »

Just a note but since I left FU SHELL my account has been locked and I can't look at any or the previous communications / meter readings etc.

Good job i saved them

Strange - I left them 27th November - they have recently "finalised" my billing and sent me a cheque - I can still view the bills various and see the carried forward credit from Usio plus the only two meter reads that were ever shown, are still there.

northwest1965

brewerdave wrote: »

Strange - I left them 27th November - they have recently "finalised" my billing and sent me a cheque - I can still view the bills various and see the carried forward credit from Usio plus the only two meter reads that were ever shown, are still there.

We can see ours too

Dave_save

I was wondering how many of the former 7,000 Usio customers have been billed incorrectly by FU. I'm in a dispute with them over double charging for electricity. Although this is quite clear, they seem unable to see their ''errors'', and are reluctant to apologise. This would have been enough for me. Having gone through Resolver, I've suggested to FU that as they don't appear to acknowledge an error, I'm suspicious that this could be fraudulent billing, and an OFGEM complaint will follow.

Posiden

Ive just got this through from FU SHELL and the charges quoted aren't what I had agreed to with Usio. Surely FU can't come in and change the unit prices without your agreement ?
Can any one advise what to do?
How do a raise a complaint with Ofgem?

Dear Mr @@@@@@,

Thank you for your reply, I have done a break down for you .

standing charges amended to email send by FU on 24/10/18 14:45

Your new prices on our First Usio April 2019

Electricity Standing charge (per day) 11.76p

Unit rate (per kWh) 17.037p

we have charged customer 24.91p per day

Your opening reads 97512 date 15/11/2018

your closing reads 104339 date 14/03/2018

Total usage 6887 units

averages to 57 units a day

119 days on supply 15/11/2018 - 15/03/2019 switch to bulb £15.78 difference to the bill, I have issued a gesture of gesture of goodwill for a credit on your account of £30 for the error in standing charges which was £15.78 difference to the bill.

If you have any further queries in the meantime, please do not hesitate to contact me or the Resolution Team on 0330 094 5808. Our lines are open Monday - Friday, 9am to 6pm.

**Our document,[Listening To Your Concerns - Our Complaints Handling Procedure - https://cdn.shellenergy.co.uk/wp-content/uploads/2017/06/Listening-To-Your-Concerns-2017.pdf, outlines in more detail the steps you can take to share and escalate any issues. And more importantly for you, it explains what we’ll do and how we will keep you informed as we work to sort it out. **

Yours sincerely

Strange they are quoting the prices for April 2019 - I left in Feb 2019 ????

brewerdave

@Posiden - I THINK what they have done ,is give you the correct daily standing charge as quoted ORIGINALLY - with many of us ,they actually charged a higher daily rate on the basis that we hadn't set up a DD.

On my final bill ,they charged the lower rate up to 3rd November and then the higher rate until I left ,later in November.To be honest I couldn't be bothered to argue over the couple of quid difference it made to my final bill ,especially as I had emailed them to tell them that I would cancel any DDs that they set up!
Secondly, the tariff we were switched on to from Usio ,was called First Usio April 2019 as it was only effective until this month.:)

northwest1965

brewerdave wrote: »

@Posiden - I THINK what they have done ,is give you the correct daily standing charge as quoted ORIGINALLY - with many of us ,they actually charged a higher daily rate on the basis that we hadn't set up a DD.

We were charged the higher rate, even though we paid by direct debit! We sent them proof of a direct debit payment on a bank statement and they said, they don't have it on their records as being a DD customer. We are still awaiting a revised bill from them for overcharging

Posiden

Thing id they sent me two bills which i paid immediately they then refunded me the full amounts then didn't bill me again until i decided to leave and then hit me with a £1200 bill.
I was expecting to pay the same amount as Usio at £155 a month or even my old SSE bill at £200 a month but NOT over £400 a month!

Posiden

This is the e mail they sent me on Wed, Oct 24, 2018

Hello Posiden,
We said we’d be in touch with more details, so here’s everything you need to know about your new First Utility tariff.
Your tariff details
This tariff was created specifically for Usio customers and agreed with Ofgem. Your new First Utility tariff expires on 30 April 2019.
Your new prices on our First Usio April 2019
Electricity Standing charge (per day) 11.76p
Unit rate (per kWh) 17.037p