Energy supplier billing wrong address, how do I stop them?

[Deleted User]

D_M_E wrote: »

You have to wonder what evidence Shell have supplied that the meter they are trying to bill for is the actual one which is recording the energy used by the premises in question.

If the Ombudsman rules in their favour then she needs to appeal the decision and counter with her own evidence that their "meter" does not in fact measure her consumption.
Far better if she supplied such evidence in the first place. Did she?

EDIT she must also tell the collectors to back off as the "debt" is in dispute and any collection activity should be halted until the Ombudsman has given a ruling.
As well as the collectors, raise another complaint with Shell and tell them to call off the collectors while the "debt" is in dispute and a ruling has not yet been received from the Ombudsman on the matter.

Oh yes, all the evidence that Shell was sent was included, including a signed statement from the actual supplier of what the correct meter number is and a copy of a few bills from the supplier showing the correct flat number and meter number.
Can't find an email for MILCollection and they only work until 1pm Saturday, so a letter is going in the post Monday telling them that it's with the Ombudsman and Shell Energy are not and never have been the energy supplier.

Gerry1

The OP might like to know that MIL Collections fail to ask permission to set cookies as they are required to do under GDPR. They say they don't use cookies but this is untrue.

They also fail to comply with Ofcom regulations because they do not warn of the costs of calling their 0845 fax number.

maxcy

Gerry1 wrote: »

...
They also fail to comply with Ofcom regulations because they do not warn of the costs of calling their 0845 fax number.

Let me assist

0845 numbers are free to call via a BT residential landline at weekends :money:
(and indeed any other time your BT calling plan applies)

As usual, there is a 60min maximum call for this to be free, but a fax should not take anywhere near that long to send.

Perhaps you could oblige the OP by providing the 0845 fax number the OP can use:)

D_M_E

If the debt collectors are failing to warn about cookies, you have to ask what information their cookies collect?

Seems to me that, after visiting a debt collectors website the policy should be to clear all browsing history - everything, history, cookies, saved passwords, form data, everything on the grounds that you don't know what their cookies will collect from your machine.
Either that or only visit the collector's website(s) in incognito or inprivate mode only.

maxcy

D_M_E wrote: »

If the debt collectors are failing to warn about cookies, you have to ask what information their cookies collect?

Seems to me that, after visiting a debt collectors website the policy should be to clear all browsing history - everything, history, cookies, saved passwords, form data, everything on the grounds that you don't know what their cookies will collect from your machine.
Either that or only visit the collector's website(s) in incognito or inprivate mode only.

The only cookie that I can identify from a cursory visit to their website is:
BIGipServerZebedee

The purpose of this type of cookie appears to be "associated with managing sessions on load balanced servers, to ensure user requests are routed consistently to the correct server"

It is deemed to be strictly necessary, and does not appear to "track direct personal data or data that can potentially be connected or singled out to identify or track a person".
As such, there is no requirement from GDPR to gain consent from the user.

[Deleted User]

Another complaint raised with Shell about debt collection letters while the case is still in dispute with the Ombudsman.

Norman_Castle

My friend has never had an account with Shell Energy, for the past 8 years they have been with another energy supplier, then out of the blue they start getting bills, with the wrong meter number on them.

If your friend is getting a bill for a meter that does not supply her invite Shell to disconnect the meter.

Gerry1

maxcy wrote: »

0845 numbers are free to call via a BT residential landline at weekends (and indeed any other time your BT calling plan applies)

Technically true, but completely irrelevant: Ofcom regulations require that the Service Charge is clearly displayed wherever an 0845 number is advertised or promoted. The service charge should be prominent and in close proximity to the number itself.

Ofcom's recommended form of wording is:“Calls cost xp [or xp per minute] plus your phone company's access charge.” MIL Collections are therefore in breach because they fail to make any reference to the cost of calling their 0845 number. https://www.milcollections.co.uk/contact.php

They are also arguably in breach of the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which ban post-contract 0845 helplines because they are charged at more than basic rate.

Talldave

Norman_Castle wrote: »

If your friend is getting a bill for a meter that does not supply her invite Shell to disconnect the meter.

It would at least precipitate some action. I wonder who Mr Owner Occupier in the neighbouring flat is paying for electricity? Is one of the 6 flats getting free electricity?

[Deleted User]

Talldave wrote: »

It would at least precipitate some action. I wonder who Mr Owner Occupier in the neighbouring flat is paying for electricity? Is one of the 6 flats getting free electricity?

It's such a mess who knows who is paying for whose electricity and for how long?

Just know that my friend is OK as we've made sure it's her meter number on the bill.