Yorkshire energy ?

fewkeste

2) Scottish Power sent an email on 07/12/20 asking for details. There was a link to a web form where they asked for details including email, meter readings and DD details. The email stated not setting up a DD may lead to more expensive tariff.

From memory I think some here who’d chosen not to provide DD info did manage to provide it later after getting in touch with SP.  But that was before SP had finished setting up accounts. 

I got that email, clicked on the link and provided my bank details but when I spoke with SP CS on 21/1/21 I was told they couldn't put the bank details in for the DD because the account wasn't set up at that point.

bagand96

fewkeste said:

2) Scottish Power sent an email on 07/12/20 asking for details. There was a link to a web form where they asked for details including email, meter readings and DD details. The email stated not setting up a DD may lead to more expensive tariff.

From memory I think some here who’d chosen not to provide DD info did manage to provide it later after getting in touch with SP.  But that was before SP had finished setting up accounts. 

I got that email, clicked on the link and provided my bank details but when I spoke with SP CS on 21/1/21 I ws told they couldn't put the bank details in for the DD because the account wasn't set up at that point.

In which case I’d be getting back in touch with SP and saying that as you provided DD information when requested you want to be put on the DD tariff and ensure you are billed that way back from 7/12.

it shouldn’t be too hard for the right person at SP customer services to do. But that may be the problem, is getting that right person. I can’t comment as I’ve been fortunate enough to have no reason to deal with them.  Have you called the dedicated UK team at SP?

fewkeste

bagand96 said:.  Have you called the dedicated UK team at SP?

If you mean the special number for former YE customers then yes. When I ended up with an offshore CS person, I started my call about 1630hrs. Because it was after 1700hrs when the phone was eventually answered, I wonder if the CS response had clicked over to an offshore call centre. I think I'll do as you suggest and reply to the email suggesting I can't pay by DD on Energy Exclusive and point out I supplied my details in a timely manner in response to the December email.

masonic

Phones4Chris said:

masonic said:

Phones4Chris said:

masonic said:

This was the sort of thing I feared when giving SP my final readings. I'm presuming the 25/01/2021 was the reading you gave NR in advance of your switch date, and the 29/01/2021 is the industry deemed reading that has come back from the Data Collector. This doesn't make sense as the tolerance should be 2.5x expected usage, and the reading you supplied is only 33 units higher than your expected usage to 29/01/2021.

Suggest you give this a read as it might help you understand what's going on and what should have happened: https://octopus.energy/blog/secret-life-opening-meter-reading/

Something isn't right.

NO, as I said in the post the 25th reading I did NOT give to NR. That was an interim reading to SP so I could get an SP bill (not final bill) as I hadn't had one since end of November. That worked fine. As did my final bill from SP. The "fly" in the ointment is NR cocking up the readings from the incompetent company they've chosen. The dates on the readings make it blindingly obvious that someone has fouled up! The reading on the 29th CANNOT be less than the 25th.
Edit: To be clear, the ONLY reading I provided to NR was very late on the 28th, might have been just past midnight (hence 29th), which was an opening reading of 13430.

So you are saying NR are picking this up from SP (much the same as SP showed the last reading submitted to YE prior to them going bust for many people)? Was this reading given to SP on 25th 13430, i.e. the same reading you gave to NR on 29th? Or have they mixed up the two readings and 25th reading should be 13397 instead of 13430 and vice versa?

Sorry if I haven't been clear, I haven't re-read my previous posts again, the 13397 was given to SP ONLY on the 25th (for an interim bill which I got). 13430 was given to NR on the 28th/29th as the opening reading. I subsequently gave 13430 to SP as well when they sent an email asking for a closing reading so they produced the final (correct) bill. It's NR that have got the readings mixed up when they (or their "industry body") has looked at the regional database. As I've just posted in another thread, IIRC suppliers can see all the data when they look at the database.

Ok, I now understand. This is very strange as the 13397 reading given to SP should have been entered onto the database by SP and NR should not be able to change historic readings after taking over your supply. It is possible that because there was already a reading on the database within 5 days of your supply start date, NR is trying to use this, but that still doesn't explain why the opening read has been associated with the earlier date. The fact they have tried to quote the 250 kWh minimum discrepancy for disputing a deemed reading suggests NR did not do anything with the 13430 reading it was supplied and instead used the 13397 reading that was already on the database. I can't see how it can be anything but NR's error, if the 13430 reading was forwarded for validation it would have been accepted.

masonic

fewkeste said:

bagand96 said:.  Have you called the dedicated UK team at SP?

If you mean the special number for former YE customers then yes. When I ended up with an offshore CS person, I started my call about 1630hrs. Because it was after 1700hrs when the phone was eventually answered, I wonder if the CS response had clicked over to an offshore call centre. I think I'll do as you suggest and reply to the email suggesting I can't pay by DD on Energy Exclusive and point out I supplied my details in a timely manner in response to the December email.

I'd suggest going straight to written complaint in this situation. It may be less hassle to get a sum of compensation for the loss you've suffered as a result of their failure to use the bank details provided, rather than change the bill now. Front line CS agents are unlikely to have the power to change the version of the tariff used for your bill.

gsmh

I must say this is a very similar situation to the one I found myself in when I switched from SP to Green.energy. I provided a final electricity reading to SP, which they applied, and the same reading to Green.energy to use as their opening reading - which they decided they didn't like, so applied an earlier reading, which was actually my opening reading with SP, from a month earlier and which I had never given them. It took an inordinate amount of time to get it sorted, but I have to say SP were exemplary and did everything right. It appears the electricity system is flawed in this respect. Gas was fine, all the way through. I was so annoyed with Green-energy I have switched away - to Neon Reef for electricity - so it will be interesting to see if they actually use the opening read I sent them, or, like Green, conjure up some other reading which takes their fancy.

LHW99

I have no final YE bill yet, but SP have taken a DD, AFAIK they just took it over from YE, as I did not fill in any additional details when providing my opening reading (which I don't think they recorded properly). I will give YE a little longer then try emailing them before takling SP again.

jinxandrosie

Well just to advise that Scottish Power have refunded my Yorkshire Energy credit balance. I had been waiting patiently as Ofgen suggested but felt it needed a nudge. We had switched away from YE just days before it went bust. The credit (£533 - I know we shouldn't have let it build up up; long story) was confirmed by YE but it didn't arrive. Last week I emailed SP who asked for a copy of the final bill (which are still on the YE website). I sent it by email and on Monday a cheque arrives (although it may simply have been on it's way anyway). From here SP look efficient.....

The_Hawk

Well my transfer from Scottish Power to SO Energy has gone through this morning. My smart meter has burst back into life and is now showing both my gas and electricity usage and my new kWh rates, something that Scottish Power failed to do in almost 3 months.

I now need to keep a close eye on Scottish Power to make sure that they process my final bill correctly; unfortunately, given their track record to date, I have no confidence that the process will be smooth.

Still, I am free of Scottish Power and the sun is shining in celebration.

phillw

masonic said:
In the situation where you have grounds to believe opening or closing readings haven't been through the correct validation process, then it wouldn't be unreasonable to dispute the bill. SP should then put a stay on collecting payment. Whether this is a better option than simply letting them do as they wish and then hitting them with a formal complaint if it turns out the bill is incorrect is debatable. I'm pondering next steps myself. Most likely the reads will match up, unless they are considerably higher than your average usage.

My estimated final electricity bill is way higher than my usual usage. The email requesting me to supply readings points me to a page that comes up with an error. After all the hassle with SP, including closing my previous complaint by email because they assumed I was satisfied with their response, then I'm in the mindset of letting them get in a state where they have to pay me some "go away" money instead of running around spending my time solving their issues.