Co-op Energy hiding exit fees in final bill

dave1345

I've just had an interesting exchange with Co-op Energy.

I signed up for a tariff that had exit fees before the end of the fixed term of the tariff. However, I decided to switch to a different provider because they would pay my exit fees. So, I have been waiting for my final bill from Co-op Energy to show the new provider so they can credit my account.

Two final bills were produced by Co-op Energy. The first showed the exit fees, but was "archived" in my online account so that I couldn't download it (they archived it, not me). Then a second bill is produced with no exit fees showing, but the same final balance to be paid. This second one I could download.

I've had confirmation from Co-op Energy today saying: "In regards to the bill displaying exit fees, that was cancelled. Normally we do not sent these bills to customers, however in this instance, I have attached the cancelled bill to this email for your reference."

This is what they did with my bills:

1. Calculate your electricity/gas usage and add it to the first bill.
2. Add the exit fees (one per fuel).
3. Produce a final amount.
4. Create a new bill bringing across the final amount from 3.
5. Credit back an amount equal to your electricity/gas usage to the new bill.
6. Add back all the meter readings and recalculate the electricity/gas usage (a second time) and add it back to the bill (this way the meter reading etc. are visible to you)
7. Produce a final amount that is the same as the first bill.

5. and 6. are the crucial steps. You would expect to see meter usage and charges on a final bill, but maybe people wouldn't miss seeing exit fees if they had forgotten about them. However, you've been charged them on the first now cancelled/archived bill as the final amount of that bill was the starting point for the second one.

This means they are charging you something without providing the documentation for it. At worst it looks like they are deliberately hiding the exit fees so that people won't complain.

Skools_Out

dave1345 wrote: »

I've just had an interesting exchange with Co-op Energy.

I signed up for a tariff that had exit fees before the end of the fixed term of the tariff. However, I decided to switch to a different provider because they would pay my exit fees. So, I have been waiting for my final bill from Co-op Energy to show the new provider so they can credit my account.

Two final bills were produced by Co-op Energy. The first showed the exit fees, but was "archived" in my online account so that I couldn't download it (they archived it, not me). Then a second bill is produced with no exit fees showing, but the same final balance to be paid. This second one I could download.

I've had confirmation from Co-op Energy today saying: "In regards to the bill displaying exit fees, that was cancelled. Normally we do not sent these bills to customers, however in this instance, I have attached the cancelled bill to this email for your reference."

This is what they did with my bills:

1. Calculate your electricity/gas usage and add it to the first bill.
2. Add the exit fees (one per fuel).
3. Produce a final amount.
4. Create a new bill bringing across the final amount from 3.
5. Credit back an amount equal to your electricity/gas usage to the new bill.
6. Add back all the meter readings and recalculate the electricity/gas usage (a second time) and add it back to the bill (this way the meter reading etc. are visible to you)
7. Produce a final amount that is the same as the first bill.

5. and 6. are the crucial steps. You would expect to see meter usage and charges on a final bill, but maybe people wouldn't miss seeing exit fees if they had forgotten about them. However, you've been charged them on the first now cancelled/archived bill as the final amount of that bill was the starting point for the second one.

This means they are charging you something without providing the documentation for it. At worst it looks like they are deliberately hiding the exit fees so that people won't complain.

Where a supplier carries forward a balance from a previous bill, then you are entitled to see that previous bill.