Problems with Lumo

livewire82

So I've been using an energy provider for the past few years called Lumo. They use something called LumoApp which is an email only service and seems to alleviate the cost of a call centre which allows them to charge a relatively low premium. When I initially signed up, I have no idea how restricted and flawed this system would prove to be.
Aside from the fact it is almost impossible to get to speak to them and that fact you have to wait several days for a call back, even in an emergency, I have some issues with my bill and I just feel like they're trying to inflate my charges.
Currently I am in debit for -£456.63. The app doesn't seem to work properly (it tells me I am using roughly the amount of energy expected which can't be true if the amount I supposedly owe is so high). They have told me that my account is moving to Ovo Energy but is still run through Lumo and apparently this is why things have become disrupted but I just see this as incompetence.
I live in a 3 bedroom house with my wife and 2 children. For as long as I can remember, we've been paying £120 each month for our energy. We use electricity and gas. We don't use anything excessively; all pretty standard as far as I'm concerned. So why the crazy amount owed?

I have checked my statements, and they seem to have made a right mess of them, consolidating 2 years worth of electricity in one and having 3 gas tariffs on another. I have a smart meter installed which as far as I know, means that you don't have to take manual meter readings so I haven't been. Now I'm wondering if the information they are receiving is correct but when I try to log meter readings on their website, guess what.... it doesn't work. When I break it all down though, it just doesn't seem to add up and I feel like I've been massively overcharged. But getting in touch with them is like pulling teeth. They give you no indication of when they will call back and if you miss the call, you can't call back on that number so you have to start the whole process all over again.

What's the best thing I can do in this situation? Should I can the energy ombudsman? And if I did, how would I get in touch?
I want to know if anyone else has had the pleasure of using Lumo as an energy provider and what the experience has been like.

Gerry1

You need to submit a formal complaint to Lumo (prefereably Royal Mail recorded delivery or at least a certificate of posting) and then if necessary go to the Ombudsman after eight weeks or upon receipt of a deadlock letter.

But is it the old story of someone not giving monthly meter readings, not checking statements and then being surprised when it turns out that there simply wasn't enough in the kitty to pay the bills?

Far better and cheaper to do it yourself and keep an eye on the ball.  It's not difficult.

livewire82

Gerry1 you seem to be missing the point.
I have kept my eye on the ball thanks. I had the smart meter installed so that they could take my readings, I logged into my account every month and then they decide to hit me with all this crap. As I say, I've been trying to submit meter readings but their app does not work and they do not have a phone number you can call them on.
I have submitted a complaint through their website and will wait for a response on that. If I do not receive one then I will write to them.

MWT

As a minimum check the bills and see if there are using readings from the smart meter or if there are estimated numbers there...

Having a smart meter doesn't mean never having to check your bills, there are still plenty of ways the energy company can get things wrong so at least use the meter reading from your In Home Device (IHD) to check that the readings on the bill are at least in the right range each month.