Incorrect bill

Anna1664

I've was sent an incorrect bill on 3rd May 2019 saying we owed them money when in fact they owe us. On 13th May 2019 I called to contest it. The operator couldn't help so I sent the bill and the evidence to an email address instead and got a reply straight away but it was absolute nonsense (I checked with my partner that it wasn't me in the wrong - he has a PHD and is very good at Maths ....he agreed with me and pointed out where they had gone wrong on their calculations). So I sent a reply pointing out the new information that he'd figured out where they had gone wrong but have had no reply. I don't know how long to leave it until I should pay it and then claim it back by using the energy ombadsman service. I looked at the energy ombadsman service and put in some of the data and it came back with 'need to leave it 8 weeks since your first contact re problem' - the bill sent said 'Please pay now' - and so I don't feel like I have a 'due by date' to work towards...8 weeks seems like a long time and I don't want our credit rating being affected. Can anybody give me some advice?

Robin9

Could you give us some indication as to why you think your bill is incorrect?

The suppliers computer systems produce millions of bills and if yours is wrong due to a computer error then so will be millions more.

Errors on bills can be unique to that customer - meter reading errors both by meter readers and consumers are probably top of the list; incorrect tariffs another.

Can you post your bill please - redact the private stuff - via an image site and give us the link with a deliberate error in it.

Mr.Everready

What are the readings and what calculations did they do incorrectly ?

texter

Anna1664 wrote: »

I've was sent an incorrect bill on 3rd May 2019 saying we owed them money when in fact they owe us. On 13th May 2019 I called to contest it. The operator couldn't help so I sent the bill and the evidence to an email address instead and got a reply straight away but it was absolute nonsense (I checked with my partner that it wasn't me in the wrong - he has a PHD and is very good at Maths ....he agreed with me and pointed out where they had gone wrong on their calculations). So I sent a reply pointing out the new information that he'd figured out where they had gone wrong but have had no reply. I don't know how long to leave it until I should pay it and then claim it back by using the energy ombadsman service. I looked at the energy ombadsman service and put in some of the data and it came back with 'need to leave it 8 weeks since your first contact re problem' - the bill sent said 'Please pay now' - and so I don't feel like I have a 'due by date' to work towards...8 weeks seems like a long time and I don't want our credit rating being affected. Can anybody give me some advice?

As per the ombudsman advice, the supplier is permitted up to 8 weeks to resolve any complaint.

The supplier will usually agreed to suspend collection activity on any amount in dispute.
However, in your case the supplier may say they have responded already and do not agree with the basis of your complaint. In which case you may be able to obtain a deadlock letter from the supplier, allowing you to go to the ombudsman sooner.

The supplier will usually continue to suspend collection pending a proposed resolution by the ombudsman

Robin9

Anna1664 - any info as to why the bill is incorrect ?

Anna1664

This was the first email I sent:

We moved into this property on the (real date withheld for data protection reasons but for ease lets say 1st Feb 2019). We received a bill dated 11th April which stated that it was the first electricity and gas bill - estimated it said 'please pay now £137.14' on the front and on the back it outlined the period the bill was for: 1st feb 2019 - 11th April 2019. I paid the bill via phone on 18/4/19 using a credit card ref: (withheld for data protection reasons)

We received the final bill dated 3rd May 2019 which acknowledged payment of £137.14 for the period ending 11th April 2019. It then said: 'Electricity and Gas charges see back for info' and 'please pay now £110.03.' On the back of the bill it shows the £110.03 is for the period from the date we moved in - 1st feb 2019 to 24th April 2019. As we've already paid the estimate of £137.14 for the period of 1st Feb - 11th April I would have expected the total to reflect this but it does not. It then says that our usage charges and standing charges for the period 1st Feb 2019 to 24th April 2019 come to £104.79 (excluding any discounts and VAT). With my calculation this plus VAT comes to £125.75. Therefore we shouldn't owe anything as the first bill was 'estimated' at £137.14 for the period 1st Feb 2019 to 11th April 2019 and we paid that. We should be getting a refund of £11.39 not being charged £110.13. I have attached the two bills in question and highlighted the period for which we've been charged twice. (have not attached them here on this forum for data-protection reasons) Please can you advise as to how to proceed. I don't want to get into trouble by not paying the bill but if I do pay this £110.13 that you are currently asking for I'll have to get in touch with the Energy Ombudsman to get it back plus the refund owed of £11.39 totaling £121.52. I spoke to 'Annie' today at EON about it by calling 0345 0599905 at 16.32 but all she could do was confirm that the outstanding balance on the account is £110.03 she couldn't help any further. (FYI I later reaslised that my VAT calculation was at 20% and should have been at 5%)

This is the 2nd email I sent to them:

I showed all the info to my partner and he pointed out that on page2 of the final bill you said that you credited us £29.39 and £101.22 (total £130.61) but this is incorrect - we were in fact debited this amount (plus 5% VAT total £137.14). I have checked our credit card statement and the payment went through OK.


Additionally, he agrees that there is still the problem that you are trying to bill us twice for the same time period. The net result of the two bills, because they are for the same time period is you owing us £27.11 (not £11.39 as I previously stated - I was calculating VAT at the wrong rate then).

Robin9

I wish I hadn't asked. Please forget money for the moment - the prime information on a bill are the meter readings and a letter A, E or C against them.

So on 1st Feb you moved in and gave meter readings to your existing supplier - correct ? What were these readings and were they what you gave your supplier ?

On 11th April you received an ESTIMATED bill - I presume you hadn't given your supplier any readings in the meantime. What were these readings?

On 3rd May you received a FINAL bill - I presume that this was as a result of you changing suppliers and that these readings were what you gave your new supplier. Correct? Between 11th April and 3rd May did you give your (old) supplier and readings ? What were the readings on 3rd May ?

Please give us the tariff you were on - units and standing charges - then we can crunch the numbers.

Anna1664

The meter readings say C after them the start meter readings are correct and the final ones tie in with the start meter readings we gave to the next energy supplier.

We were told that the construction company would give the meter readings to the energy supplier but they did not so a few weeks later I gave them the readings (the ones from when we first moved in).

On 11th April we received an ESTIMATED bill - we did not give the supplier any readings and were not asked too....I thought this was just the end of their 'period'

When we switched suppliers they were given the final meter readings - the meter readings are the same as the ones that the new supplier has.

the final bill is dated as being created on the 3rd May and shows from the 1st Feb to 24th April which is when we switched to another supplier. Those dates also tie in with the new supplier.

I don't know what tarrif I was on as I can't find that info on the bill

No need to crunch numbers - its the fact that they are trying to bill us twice for the same period.

The first bill covers 1st Feb - 11th April and is an estimate for £137.14 which we have paid

The final bill covers 1st Feb - 24th April and is for £110.03 which they say we owe....

There's no way we've consumed £110.03 from 11th April to 24th April....but even if we had the it's the fact that we are being billed twice for the same period....we've paid the estimate of 137.14 for the 1st feb - 11th April - it's more likely that £110.03 is what we've used between 1st feb and 24th April but they can't get their heads around the fact that we've already paid £137.14 so they owe us....

Broadyx

Not that this will help you now, but for future, I would never pay an estimated bill manually - why wouldn't you wait for an actual and final bill before paying?

JJ_Egan

Or as its based upon an estimate it could be .
1st Feb to 24th total bill £247.17



Its all guesswork with no meter readings and no idea of tariff costs .

Robin9

Anna1664 wrote: »

..............
The first bill covers 1st Feb - 11th April and is an estimate for £137.14 which we have paid

The final bill covers 1st Feb - 24th April and is for £110.03 which they say we owe.... ...

You do seem reluctant to give us the meter readings - if the one on 11th April is less than that on the 29th then I would agreed you are owed money.