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We signed up and have been paying our bills by direct debit. We were apparently over £100 in credit in November. The next month our live balance show nearly £300 debt. I rang up and they said my reading for initial electricity reading hadn’t been processed by their system so as we had no start point and m we hadn’t paid for our electric. He said they have requested our final reading from our previous supplier however they had rejected the request we are unsure why. At this point the live balance was showing nearly £500. We obviously don’t want to be in this amount of debt as we have been paying our bills. As it is their systems fault are we expected to pay this money? We are getting a phone call in 3 weeks hopefully to say they have sorted it out. Has anyone else experienced this?