Solarplicity: Online Account Locked?

sdavies13

Folks,

Was with Solarplicity but switched suppliers, however was still being billed by them so raised an enquiry.


Today noticed I've get a credit on my bank balance from Solarplicity but being the sort I am wanted to login and check the amount is correct, however first attempt I made to login tells me my account has been locked and to <blank>.


Anyone know if they disable your portal access when you leave? Previous suppliers let you still login to check old bills, etc.


Cheers.

AndyCF

Might be best to either email or better still call via phone perhaps to check. Will likely need some details on the call aka account number and the like etc.

I'm not actually sure if you mean < blank > as in a not too pleasant message left or something else. No matter.

This kind of 'concern' I've always found easier to sort if you can speak directly to someone rather than either email conversation back/forth or some online form / live-chat (which are brilliant for some things to be fair)

Your question is quite straightforward so they should be able to answer you easily on the phone once you prove your ID etc I'd expect them to ask for this before answering anything acc. related.

smudger1964

I was unfortunate enough to have my energy from them briefly...when I eventually got my final bill in fact the only bill I ever got. The day after I paid it my account log in was removed by them.I think its what they do

matelodave

Most companies I've been with do close or lock the on-line account when the final bill is issued (not necessarily when the final payment is made) that's why its a good idea to download your bills/statements before you actually leave (or the company goes bust) so you've got your own records.

Its too late when the account is locked, closed or deleted. I save a PDF of my bills/statement every month - they don't have to be printed out but it's useful to keep them for a couple of years after you've left.

It's much easier to track back if you've kept your own records and they start querying or chasing payments sometime in the future

bwff

sdavies13 wrote: »

Folks,

Was with Solarplicity but switched suppliers, however was still being billed by them so raised an enquiry.


Today noticed I've get a credit on my bank balance from Solarplicity but being the sort I am wanted to login and check the amount is correct, however first attempt I made to login tells me my account has been locked and to <blank>.


Anyone know if they disable your portal access when you leave? Previous suppliers let you still login to check old bills, etc.


Cheers.

You should not be being billed by the old supplier for any period after a switch has actually occurred. From that time the new supplier should be billing you.

I don't think the system allows two suppliers to charge you for the same consumption period.

AndyCF

If it turns out the above is true and its locked, then I'd be slightly cheeky on the phone and ask for a printed statement to be sent to you, as you're unable to access one online (due to them closing/locking it) so it should be at their cost to send you something, at least in my opinion.

As long as you're not asking for duplicated bits of paper I do not think you should have to pay for an initial copy of them, ultimately you cannot 'do it yourself' if its all been locked by them.

Certainly there's nothing to lose by asking

Terresa

sdavies13 wrote: »

Folks,

Was with Solarplicity but switched suppliers, however was still being billed by them so raised an enquiry.


Today noticed I've get a credit on my bank balance from Solarplicity but being the sort I am wanted to login and check the amount is correct, however first attempt I made to login tells me my account has been locked and to <blank>.


Anyone know if they disable your portal access when you leave? Previous suppliers let you still login to check old bills, etc.


Cheers.

Whilst not always the case, it is common for many suppliers to halt your online access oince you leave the supplier.
This may be for security reasons and/or the fact that suppliers should not retain personal information on you for longer than is necessary.

Therefore, it's always wise to download and retain your own copy of any correspondence, bills, etc received via an online account.

Your final Solarplicity bill should have been emailed to you.

sdavies13

Thanks all for your advice.


Solarplicity emailed the bill each month but when I knocked up a spreadsheet there's a couple of quid discrepency between what I expected they owed me and what they actually refunded hence why I wanted to login to the portal to check. But at this moment in time I can live with that.


Just would've been good if they sent some correspondence to basically say this is how we worked out our refund to yourself but hey ho!


Cheers.

Stuart_W

bwff wrote: »

You should not be being billed by the old supplier for any period after a switch has actually occurred. From that time the new supplier should be billing you.

I don't think the system allows two suppliers to charge you for the same consumption period.

If this is true, could someone please tell Solarplicity.

My transfer completed on 6th April and they are continuing to bill me each month and have now resorted to text reminders. My emails have had no effect, but this is the kind of incompetence I have come to expect from Solarplicity.

My new supplier have confirmed that they definitely started my supply on the date expected.

At least I'm not due a refund I suppose. (Monthly pay-on-bill customer)

I have paid what I've calculated to be right, so when they apply the right read and close date my account should be near enough zero.

sdavies13

Stuart,

I emailed "theteam@solarplicity.com", quoting my Account Number to query them still charging me after switching supplier.

I received a reply the following day, then another reply to say they were looking into my claim and got the refund about a week later.


Now I've received the refund I cancelled their Direct Debit so they can't try to charge me again.

Stuart_W

Thanks. I've had the first "we will look into it" email, twice now, but nothing any further and still the bills are being produced!