Neon Reef - any views?

AbbieCadabra

i finally had a call from BG 'complex' complaints team yesterday, I've accepted £50 credit in respect of incorrect info from BG staff & poor level of service, plus the overcharge on consumption billed at BG rates for the period when still with NR.
Last bill with NR was for period to 29.10.21, BG cancelled all charges raised from 03.12.21/reading of 22.11.21 & rebilled to the reading of 29.10.21 - actual overcharge was £39.

Also accepted £50 credit in respect of misleading wording on the WelcomeTariff info & subsequent confirmations from various BG staff that our prices were fixed to 31.07.22. I'd referenced the recent YourMoney article, which he was already aware of. He stuck to his guns initially & admitted that it was misleading, but not really an error (even though BG have admitted it was an error) so couldn't offer anything. I stressed the point that people who complained about this first were offered compensation/goodwill. Just because a lot more people have complained & BG now realise the size of this issue, those raising this complaint later shouldn't be treated any differently as that's discrimination. He offered £30, & i managed to get him to £50 with agreement that this would close the complaint.

FYI - I've accepted these amounts as credit on account as we're due our monthly bill in a week or so, he did offer to refund back to our bank if preferred.

it's taken over 4 weeks from my initial complaint, with numerous chasing online chat/app messages, to even get a reply so i couldn't really bothered to keep going with this any further. BG complaints appear to be completely overwhelmed at the moment so good luck to anyone else waiting a response.

ivanleo

For one of the properties I am responsible for, NR think I owe them £1.92, in actual fact they owe me just over £40. I had a "non-invoiced" debit of £1.92 so I sent my complaint straight to the CEO. If I don't hear back in 8 weeks, I'll go straight to the energy ombudsman.

StartledJesus

@AbbieCadabra Well done. Although certain posters will not think so. As is their prerogative, of course. 

AbbieCadabra

StartledJesus said:

@AbbieCadabra Well done. Although certain posters will not think so. As is their prerogative, of course. 

Thanks   

Others may have time to pursue further & get more, I've got other 'stuff' to worry about at the moment, so just wanted it out the way. BG customer service is incredibly frustrating & I wish them luck!

brewerdave

AbbieCadabra said:

StartledJesus said:

@AbbieCadabra Well done. Although certain posters will not think so. As is their prerogative, of course. 

Thanks   

Others may have time to pursue further & get more, I've got other 'stuff' to worry about at the moment, so just wanted it out the way. BG customer service is incredibly frustrating & I wish them luck!

Have to agree with you wholeheartedly - and VERY badly trained/informed !!!

Phones4Chris

Phones4Chris said:

...........................................

(I'm beginning to think, as someone else suggested similar, my NR credit was the credit on 29th October plus 2 DD's taken after !).

Having eventually had a response to my complaint, it's now obvious BG think they can charge their kWh rates from the last bill from NR (29th Oct. in my case) meter reading on that date given by NR. Seems rather "odd" that when I initially complained about lack of detail in relation to this "miscellaneous document", no-one could manage to say what it contained.
Now they've had a written email complaint information appears!
They haven't included daily charges from 29th Oct. until 3rd December but this still results in an overcharge of ~£13 or so by my calculations - not a bank breaker for me but how many other customers are they trying to do this to? It's also obvious the NR administrators have seemed to appear lazy at best, sloppy or irresponsible at worst if their systems couldn't work out how much we owed since their last bill through to the 21st November!
Obviously I'm not going to accept the BG response and will update again when there is more to add.

Petriix

Phones4Chris said:

Phones4Chris said:

...........................................

(I'm beginning to think, as someone else suggested similar, my NR credit was the credit on 29th October plus 2 DD's taken after !).

Having eventually had a response to my complaint, it's now obvious BG think they can charge their kWh rates from the last bill from NR (29th Oct. in my case) meter reading on that date given by NR. Seems rather "odd" that when I initially complained about lack of detail in relation to this "miscellaneous document", no-one could manage to say what it contained.
Now they've had a written email complaint information appears!
They haven't included daily charges from 29th Oct. until 3rd December but this still results in an overcharge of ~£13 or so by my calculations - not a bank breaker for me but how many other customers are they trying to do this to? It's also obvious the NR administrators have seemed to appear lazy at best, sloppy or irresponsible at worst if their systems couldn't work out how much we owed since their last bill through to the 21st November!
Obviously I'm not going to accept the BG response and will update again when there is more to add.

It's fairly standard to have a tolerance of up to 200 units on changing supplier. Normally the receiving supplier will just credit you with the difference in price for the discrepancy.

As the previous supplier is no longer trading the standard processes break down so you just have to be pragmatic. God knows what situation was left at NR for the administrators. It does seem incompetent but it would probably cost them more than £13 to manually recalculate an account and chase for payment etc.

If BG really are refusing to refund you the difference then you likely have grounds for a successful referral to the Ombudsman. I found the BG complaints team quite agreeable as they ended up writing off the ~ £40 I owed after switching away. BG originally said they'd put the account on hold until my NR credit came through, but then started aggressively chasing me for the payment. Now they're sending me a cheque for the ~£50 NR credit. 

brewerdave

Phones4Chris said:

Phones4Chris said:

...........................................

(I'm beginning to think, as someone else suggested similar, my NR credit was the credit on 29th October plus 2 DD's taken after !).

 It's also obvious the NR administrators have seemed to appear lazy at best, sloppy or irresponsible at worst if their systems couldn't work out how much we owed since their last bill through to the 21st November!

Didn't happen to everyone - my final NR statement was calculated to an estimated read on 20/11 (which was ~ 2kwh under my estimate)
 HOWEVER still haven't any bill covering November start date from BG. The only bill they have raised (and subsequently cancelled) was from 6th December to 1st February, so no idea what start read they intend to use !!!

goatfaced

Who knows if they will do the same with you, but I've just had a bill today after all my cancellations (for more than a thousand, ouch!) And in December BG added a miscellaneous document which was 20 days of standing charge between when they started and PFP folded. The meter reads tallied so no issue there. 

PFP were a couple of months before neon and today was the first time I had a bill I could make sense of, and hopefully pay if they don't cancel it. 

The reason I'm on this thread is because my neon final bill never got sorted, and was passed to BG, so I've only paid them my last statement amount. 

LtMike77

brewerdave said:

Phones4Chris said:

Phones4Chris said:

...........................................

(I'm beginning to think, as someone else suggested similar, my NR credit was the credit on 29th October plus 2 DD's taken after !).

 It's also obvious the NR administrators have seemed to appear lazy at best, sloppy or irresponsible at worst if their systems couldn't work out how much we owed since their last bill through to the 21st November!

Didn't happen to everyone - my final NR statement was calculated to an estimated read on 20/11 (which was ~ 2kwh under my estimate)
 HOWEVER still haven't any bill covering November start date from BG. The only bill they have raised (and subsequently cancelled) was from 6th December to 1st February, so no idea what start read they intend to use !!!

I've never had a final statement from NR, not yet anyway.

I did contact the administrators when we got the email about the website access stopping back in February. I was told my closing statement had not been released, that there were being released in batches and they would notify me when released and provide PDF copy.

Not sure they know what they are doing, the administrators for Green were very good in comparison.

BG have billed me from the 3rd Dec 21 several times and I've had to to get them cancelled and amended due to them using an opening read that was from the date of my last NR bill near the end of October.