Over Estimated Bill

Ontheledge

My Energy company Toto Energy won’t free me to switch until I pay the estimated bill they sent. I provided accurate readings but they didn’t use them and instead created a estimated bill. The estimated bill is about 300 units over what the actual readings are.
They say if I pay it then they will refund me after about a month.
Am I forced to over pay ? Surely this is not legal is it?
They know it’s incorrect but don’t seem to care.:mad:

EnergyRookie

Ontheledge wrote: »

My Energy company Toto Energy won’t free me to switch until I pay the estimated bill they sent. I provided accurate readings but they didn’t use them and instead created a estimated bill. The estimated bill is about 300 units over what the actual readings are.
They say if I pay it then they will refund me after about a month.
Am I forced to over pay ? Surely this is not legal is it?
They know it’s incorrect but don’t seem to care.:mad:

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-a-better-energy-deal/switching-energy-supplier-if-youre-in-debt/

D_M_E

Raise a complaint with them and tell them you will pay a bill based on accurate, actual readings - do you have pics of actual readings you supplied - and if they cannot give you a bill based on actual readings you will go to the Ombudsman and get them involved.

If, after 8 weeks, they do nothing then forward it to Ombudsman for resolution.

Ontheledge

Hi , thanks, yes I sent them photos of the meters on their request
Basically they’ve given me the run around for the last month . They let the gas switch go through but not the electricity even though I was told they would honour the switch after seeing the photos.
Then they informed me I would have to pay them the estimated bill even though it’s clearly over estimated. I will take it to the ombudsman , just worried i might get a bad credit score if I don’t pay soon.

tempus_fugit

The final bill should never be estimated, it should be from actual readings, which you have supplied. Saying they will go with the estimated bill and refund you later is ridiculous, as there should be no need to wait to recalculate the bill as they already have your readings. The advice from D_M_E should get it sorted, hopefully. They need a kick up the bum.

Ontheledge

Exactly what I said to them but they said it’s not the final bill because I haven’t left yet, and the reason I haven’t left yet is because they are blocking me from leaving but only on the electricity account for some strange reason.
It all started from my previous supplier Solarplicity switching me when they went out of business and the new supplier not excepting my meter readings because Solarplicity had given them estimated ones. Things would be so much easier if all the energy companies used a standardised or universal smart meter. Anyway I wrote another complaint letter today, let’s see if they resolve this in house.

dogshome

Toto are showing all the signs of the 13 small suppliers who have gone broke in the last 18 months.


When that happens an Administrator will take over the accounts, which are probably in a mess, and demand payment of any debt, or what they think is debt


For your own protection keep an up to date file of all your written dealings with Toto

Ontheledge

Couldn’t agree more, they will be a victim of their own stupidity.
With customer service like they have why would anyone recommend them or return to back to them.
I could understand them not wanting me to leave if I owed them a lot of money but for a few pounds it’s just ridiculous.

Streaky_Bacon

Depending upon the tariff you are switching to, you may be better off paying the money and then getting the refund.

You shouldn't be held to ransom like this, but you need to decide whether you want to be tied into your current Toto tariff for another 8 weeks (plus the time the ombudsman takes).

You say that they have overestimated by 300 units so I guess that is about £40.

Could make sense to pay it, get the switch started, and also put a complaint into the ombudsman.

If nothing else, at least Toto lose your custom now, rather than in 2-3 months.

Ontheledge

They finally sorted out my switch last week and I was told they were going to compensate me £30 from my final bill for all the trouble they have caused. Then this week I hear on the news they have gone bust. Don’t suppose I’ll get that compensation now, luckily I got out just in time , god who knows who would’ve taken over my utilities next .