Neon Reef - any views?

Grizzlebeard

Shedman said:
A typo is one thing but making a similar 'typo' on multiple SOLR tariffs issued at different times, not correcting it until several months after having issued it......

The tariff info is generated on standard forms and templates. If the template is wrong the error gets spread all over the place and nobody at BG notices until the complaints start flooding in.
..... then it takes another month or two for BG to get the info to the proper department to fix it!

Shedman

Grizzlebeard said:

Shedman said:
A typo is one thing but making a similar 'typo' on multiple SOLR tariffs issued at different times, not correcting it until several months after having issued it......

The tariff info is generated on standard forms and templates. If the template is wrong the error gets spread all over the place and nobody at BG notices until the complaints start flooding in.
..... then it takes another month or two to fix!

I doubt anyone was complaining about it until they surreptitiously changed it....  

Don't buy it as an excuse for a multi billion pound company.  In any company of that size anything being published relating to contractual information (which this was) would have gone through a review process (or should have done)

lisyloo

Shedman said:

lisyloo said:

What’s the update on your complaint?

Was that to me lisyloo?  Haven't raised one on this issue yet.  I contacted the complaints team over another issue and took the opportunity whilst on the chat to seek a further confirmation that the tariff was actually fixed until 31 July, which I reckon they clearly did from that extract I posted of the transcript.   I will, however, be submitting a complaint regarding this issue imminently. 

Don’t get me wrong, I wholeheartedly agree re: incompetence.
Im just not convinced what the ombudsman will say and they aren’t easy to predict.
I think there’s arguably a legal case for proving a loss for those who turned down another fix and have evidence of it but those cases may well have to be fought individually through the courts at a cost.

having been through a complaint (re : zero fix) I was told the chats count for nothing.
emails/paperwork may be more compelling 

brewerdave

CRISPIANNE3 said:

lisyloo said:

woeestme said:

OK, I've commented earlier on in the thread but to make it easier I'll repeat what I said.  I'm a NR casualty.  I was moved on to BGE Standard Tariff back in late Nov, which in the email contract states 'guaranteed til 31st July 2022'.  Presumably, this rate will be valid til then?

I've not actually set up an online account with BG yet as I wasn't sure about staying with them.  (I ought to be careful here though as the lack of meter readings record could work against me - is there an address I can send the meter reads to?)

Obviously, I'm asking with a view as to how to try and get a better deal in months ahead - 'Exclusive fix nov 23' looking unlikely in current circumstances.

Online chat doesn't seem available i.e. they really don't want anyone contacting them.  I can't email them because the email address from which the contract in late Nov 21 was sent says 'no reply'.

Is there anything I can do in this situation or is it a case of simply waiting and hoping for the best? Cheers. 

The 31/7 is a mistake and your tarriff will be set to rise in April.
if you don’t agree get a formal compliant in (my own opinion is that companies are not bound by errors - but that shouldn’t stop you trying).

the bad news is that you’re not likely to find anything better than the price cap right now and even moving for better service on the price cap might be difficult.

ive mostly been able to get through on chat although I do something else whilst waiting in the queue.

I got as far as the Executive complaints dept and even the advisor who dealt with the complaint did say she even found it confusing.  Also according to the advisor the rates will go up after 31 July. 

I got to the same point - I have the name of the lady who gave me the assurance re the rate being held til 31st July .....however the left hand doesn't seem to know what the right hand etc etc ...

brewerdave

Re revised BG bills being issued - no change on my account - all as has been since 1st February

Grizzlebeard

Shedman said:

Grizzlebeard said:

Shedman said:
A typo is one thing but making a similar 'typo' on multiple SOLR tariffs issued at different times, not correcting it until several months after having issued it......

The tariff info is generated on standard forms and templates. If the template is wrong the error gets spread all over the place and nobody at BG notices until the complaints start flooding in.
..... then it takes another month or two to fix!

I doubt anyone was complaining about it until they surreptitiously changed it....  

Don't buy it as an excuse for a multi billion pound company.  In any company of that size anything being published relating to contractual information (which this was) would have gone through a review process (or should have done)

I was just commenting on the absurd confusion within BG, and yes, all it would take is a few customers questioning the obvious logical contradiction between a fixed tariff price end date on a variable tariff for them to check it and say "Oops! Didn't spot that!"

lisyloo

Grizzlebeard said:

Shedman said:

Grizzlebeard said:

Shedman said:
A typo is one thing but making a similar 'typo' on multiple SOLR tariffs issued at different times, not correcting it until several months after having issued it......

The tariff info is generated on standard forms and templates. If the template is wrong the error gets spread all over the place and nobody at BG notices until the complaints start flooding in.
..... then it takes another month or two to fix!

I doubt anyone was complaining about it until they surreptitiously changed it....  

Don't buy it as an excuse for a multi billion pound company.  In any company of that size anything being published relating to contractual information (which this was) would have gone through a review process (or should have done)

I was just commenting on the absurd confusion within BG, and yes, all it would take is a few customers questioning the obvious logical contradiction between a fixed tariff price end date on a variable tariff for them to check it and say "Oops! Didn't spot that!"

I don’t agree the contradiction is obvious.
i genuinely thought there was an initial offering for SOLR customers otherwise known as the “welcome” tarriff.
why is it obvious?

Inigo_Montoya

CRISPIANNE3 said:

Inigo_Montoya said:

CRISPIANNE3 said:

Just checked my account and they have cancelled the two previous months bills and replaced them with a bill from 3 December 2021 from when they took over my electric supply from Neon Reef.  Everything looks in order.

same here - three cancelled & replaced bills with new one yesterday currently  showing as "not ready"

I wonder if the updated bill will show charges from november 21st rather than december 3rd ?

for me the new bill is about £10 more which I suspect are the charges between november 21st to december 3rd

According to my meter reads from NR and BG they have taken into account reads from the dates you have highlighted. I used about 98 units between those dates and have charged me about £25.00 and that includes the standing charge. Also charged at the Welcome BG rate. 

Just had a brief scan of my new bill

As I suspected BG are now charging from the correct transfer read on november 20th that the NR final bill charged up to rather than the higher read on december 3rd

However the standing charge is still only being applied from december 3rd so they havent fully corrected the billing

So basically my original thought that they may just forget about those missing couple of weeks was indeed just wishful thinking

jrawle

Inigo_Montoya said:

Just had a brief scan of my new bill

As I suspected BG are now charging from the correct transfer read on november 20th that the NR final bill charged up to rather than the higher read on december 3rd

However the standing charge is still only being applied from december 3rd so they havent fully corrected the billing

So basically my original thought that they may just forget about those missing couple of weeks was indeed just wishful thinking

Just received a new bill from BG, with the previous ones cancelled. I think I'm in the same boat as you.

BG have charged for the missing units I used with Neon Reef from 22 October to 2 December, but charged at their higher kWh rate. However, they have not charged a standing charge for that period. I calculate that the units have cost me an additional £6.81 due to them using the higher BG rate, but the lack of a standing charge has saved £7.06. It seems fair, but more by luck than judgement.

If they do try to send me yet another modified bill to charge a standing charge for that period, I'll be contesting their application of BG's rates, but as it stands I'll call it quits.

BUFF

jrawle said:

Just received a new bill from BG, with the previous ones cancelled. 

I am still waiting on my first bill from them. 
They seem able to take my Direct Debit though ...