Direct debit guarantees

CatPat44

I switched energy providers in December and submitted my meter readings,and never heard anything about my final bill. In July, with no warning, my old energy provider took nearly £300 from my account via direct debit to settle up. I complained to the company who eventually gave me £50 for the shoddy customer service in taking 7 months to get me a final bill, but they maintained a bill was sent. They were so slow getting back to me that I raised it with my bank as they had breached the direct debit guarantee by not informing me before taking the money. The bank has refunded me the money taken but I'm a bit confused now - if they continue to claim they sent an email bill, how will the bank decide who is right? And do I still owe the energy provider the money for the outstanding bill, or is that just written off because they breached the direct debit guarantee? Anyone able to help as I'm very confused by the whole thing... 

MWT

The bill is certainly not written-off, you will still owe the £300 if the bill is correct.

If you have not seen the bill, either in your online account or in paper-form then continue to chase the supplier to provide a copy of the bill so you can check it.

Gerry1

Cancel the DD, do the sums yourself based on the opening and closing meter readings relevant to the dodgy company and send them a cheque for what you owe them.  There's no reason to expect the bill to be written off because of poor service, but you are entitled to a prompt and accurate final bill.

Why so coy about the dodgy company?  Name them and shame them so that we can avoid them !

CatPat44

Thanks, I thought it was a bit too good to be true, but I was hoping it was an effective punishment to stop people abusing direct debits!
The company was Tonik - they have been absolutely terrible. They kept responding to my complaints by saying 'as your account is not settled and closed, we have closed your complaint.' 

Cardew

The Direct Debit guarantee is between you and your bank. The merits of any dispute between you and your energy company are not considered by the bank. Even if the energy company are 100% correct and you are 100% wrong they will refund the DD amount.

If it comes to a dispute about you not receiving warning about their intention to take £300 by DD, all the company have to do is provide proof that it was sent to you; not that you received the notice. With an email bill it will be easy to show it was dispatched.

Your new company should have started your account using the meter readings that were the closing meter readings used by Tonik. From that you should be able to see if Tonik's claim for £300 is valid.

PixelPound

Cardew said:

The Direct Debit guarantee is between you and your bank. The merits of any dispute between you and your energy company are not considered by the bank. Even if the energy company are 100% correct and you are 100% wrong they will refund the DD amount.

If it comes to a dispute about you not receiving warning about their intention to take £300 by DD, all the company have to do is provide proof that it was sent to you; not that you received the notice. With an email bill it will be easy to show it was dispatched.

Your new company should have started your account using the meter readings that were the closing meter readings used by Tonik. From that you should be able to see if Tonik's claim for £300 is valid.

Sometimes they put the bills in online account but don't notify you, the onus is on you checking your online account. OP may want to enter dialogue before the energy company decide to pass it on to a debt company. Whilst Tonik don't report to the credit ref agencies, if they pass it on to a debt co it will be reported then.