Revised final bill query

ncp2017

Hi all,
I would be grateful for advice as to where I stand with the below complaint. I honestly don't know who is at fault (if any) and if I have a leg to stand on but would very much welcome people's guidance. Sorry for the long post but this is the complaint verbatim I have lodged with Bulb:

Dear Sir/Madam,

I am hoping you can help.

Since moving to Bulb our monthly direct debits have continued to increase from £44 to a proposed £81. On 24 October 2018, I challenged Bulb on this increase and was told by one of your online representatives that the increase/s may be due to an inaccurate final reading being provided by our old supplier (British Gas) and that they would raise an "investigation". I had no reason to assume this could result in a revised final bill being issued or warned I was still liable for a 'back bill' especially being only three weeks away from crossing the 12 month threshold. Furthermore, I was not informed that it was in fact Bulb's sole responsibility to record accurately the final readings from our old supplier.

On 7 November 2018, we received a revised final bill from British Gas for £198.98 and given one week to pay it. This is grossly unfair as we have already paid what we thought was our final bill with British Gas. Thinking it was the fault of British Gas, I raised a complaint with them and the following response was given:

"The issue we have is that it's not us that has requested this change. When you change suppliers the final readings that are used are given by the new supplier so Bulb are the ones to provide the reads we use to final bill you. We did issue your final bills as back in December of 2017 Bulb gave us some readings. The representative at Bulb raised what's called a disputed read through the industry and they asked us to change your gas final meter reading as they said it should have been 9416 not the 9253 they gave us back in December 2017.

They need to explain why the agent you spoke with used industry process to alter billing on their side. It's terrible customer service and I would definitely be asking them for compensation regarding this.

I'm afraid i can't remove this bill as per industry process we have not done anything incorrectly in billing you for this as we can do so when we are advised by the new supplier a reading is incorrect and it is within 12 months of the supply changing. The only reason I can think of as to why Bulb did this or whoever you spoke with at Bulb is because what they have basically done is send the reads differently through the industry and lowered the amount you owe them but just passed it onto us so now it looks as though this money is owed for the time we were your supplier.

It's a ridiculous thing for them to have done and i'm sorry that it has been done but as we have followed industry process we can't just remove the bill.".

I would therefore be grateful for an explanation as why Bulb has acted this way which has now resulted in us being issued a £200 bill with one week to pay it?

The fault is with Bulb and we should not have to be liable because of Bulb's poor processes, recording and altering of our readings. This morning I 'chatted' online with one of your representatives and was abruptly informed 'it was you who asked us to do this'. This is wholly misrepresenting the advice and conversation I had when I originally raised the issue of our increasing monthly payments. It was the representative who said it may be due to the wrong readings; it was the representative who said he would raise an investigation; at no point did I ask Bulb to do this; at no point did he say we(bulb) will use an industry process to alter billing on our side which will result in you being sent a revised and increased bill by your old suppliers.

I would be grateful for an urgent response given I have only eight working days to make the final bill payment with British Gas.

If the matter is resolved unsatisfactory I will take the necessary steps with the energy ombudsman etc.".

Robin9

Which read did you give Bulb back in December 2017 - 9416 or 9253 ?

ncp2017

We didn't, long saga with identifying our gas meter which I won't bore you with. I believe they must have used an estimate reading.

Robin9

Ok so in Dec 17 BG used 9253 as a final reading and Bulb also used 9253.

As long as BG and Bulb now use 9416 there is no issue. What you pay BG extra comes off your Bulb a/c (and this may actually be to your benefit as I presume the BG fix you came to an end of was cheaper than the Bulb you moved to)

System

ncp2017 wrote: »

We didn't, long saga with identifying our gas meter which I won't bore you with. I believe they must have used an estimate reading.

They will have used an industry estimated meter reading:

https://octopus.energy/blog/secret-life-opening-meter-reading/

ncp2017

Thanks Robin9.

I suppose the issue I have is the general unfairness of it all. The whole process seems barmy. If it is the new suppliers sole responsibility to get an accurate final reading and we've already paid a bill to BG stated as a final bill, why then some 12 months later are we liable to pay £200 more? Also to bill us some 3 weeks before the 12 month 'back bill' threshold feels cynical to say the least.

Incidentally the proposed increase of £81 by Bulb is now more than our fixed rate with BG. True this may be reviewed given the wrong final/opening readings, however I'm certain Bulb will increase the payments again in time (which has been our experience since moving over to them). Thank you for taking the time reviewing and responding btw.

PeterGr

What you need to ensure is that Bulb now re-issue their bills with the opening reading of 9416. That will reduce your annual consumption and expenditure with Bulb and allow the direct debit to be set at a reasonable level. Also if you make a price comparison for 2019, you will also have realistic data for your next contract, and as long as you submit regular readings your direct debits will also settle down.

Cardew

ncp2017 wrote: »

We didn't, long saga with identifying our gas meter which I won't bore you with. I believe they must have used an estimate reading.

The normal procedure is for the gaining supplier(Bulb in your case) to ask the householder(you!) for the meter reading. It is unusual for the gaining supplier to send a meter reader on the exact date they take over the account.

The fault is with Bulb and we should not have to be liable because of Bulb's poor processes, recording and altering of our readings.

The representative at Bulb raised what's called a disputed read through the industry and they asked us to change your gas final meter reading as they said it should have been 9416 not the 9253 they gave us back in December 2017.

Bearing in mind that you were a BG customer and presumably paid bills based on that meter, if you couldn't identify your gas meter it is hardly the fault of Bulb. What did you expect them to do?

matelodave

ncp2017 wrote: »

Thanks Robin9.

I suppose the issue I have is the general unfairness of it all. The whole process seems barmy. If it is the new suppliers sole responsibility to get an accurate final reading and we've already paid a bill to BG stated as a final bill, why then some 12 months later are we liable to pay £200 more? Also to bill us some 3 weeks before the 12 month 'back bill' threshold feels cynical to say the least.

Incidentally the proposed increase of £81 by Bulb is now more than our fixed rate with BG. True this may be reviewed given the wrong final/opening readings, however I'm certain Bulb will increase the payments again in time (which has been our experience since moving over to them). Thank you for taking the time reviewing and responding btw.

Two things stand out -

1) you didn't give an opening reading to Bulb so I guess that someone had to make one up.

2) did you check that the opening reading that Bulb guessed was anywhere near the closing reading that presumably BG either got from Bulb or had to guess because you didn't give one.

Those are fundemental to the changeover process that both the gaining supplier and the losing supplier should use the same reading whether it was estimated or actually given.

As others have said providing both Bulb and BG use the same reading then you shouldn't pay for the same energy twice.

However you should take it as a lesson to keep a closer eye on your bills and meter readings and ensure that any estimated bills are corrected. Any bill or statement with an E against a reading should be challenged and corrected.

If you keep track of your bills, meter readings and on-line statements you should be able to see if what you are paying as a DD is covering your consumption. You'll be able to identify any problems when they happen, not severaly months or even years down the line.

Almost as important is to save copies of bills and statements from previous suppliers for at least a couple of years so you can back track if they come after you for more money.

ncp2017

PeterGr - many thanks.

Cardew - we didn't expect anything from them and were (until yesterday) wholly ignorant of the process. We assumed you switch providers; a final bill is made; you pay it; you use your new suppliers tariff. I did not expect a new revised final bill 12 months later for £200 because of this bonkers switch over process.

ncp2017

matelodave - thanks. I ask this out of curiosity, who is responsible for providing the final readings. Is it the sole responsibility of the new supplier or the customer?