Refund

Amanda1994

(I have posted this before but forgot to upload the letter ) I received the above letter from my energy company after a phone call with them. They have now said I am owed £0, they won't explain to me why and how they got it so wrong. 

Can anything be done ? Or do I just have to accept it ?  

Jyana

Original post, where I think this has already been answered? 
https://forums.moneysavingexpert.com/discussion/6227381/am-i-in-the-wrong

niktheguru

You have only provided half a letter. You have failed to give enough information in either forum thread for people to be able to help you.

to establish if you are actually owed money or not you need to get access to your electricity bills from shell. Get your first bill and find the opening meter reading, is it estimated or actual, then go to your final bill and look at the final meter reading, was this actual or estimated?
then provide us with your unit rates and standing charges. Then we need to know the total value of direct debit payments you made.

from how you have been responding it sounds like you never took any meter readings yourself when you had a normal meter and just paid the direct debits based on estimations from shell. If this is the case when they actually read the meter they probably realised that you actually used more energy than they thought and the credit they thought you had is in fact not there as you used a lot of energy.

the only way to prove this or dispute this is by having the actual bills which show the actual meter readings. Without it you might as well give up and take the 70 quid.

whether you’ve already spent the 2k on something else is irrelevant. You have to pay for the energy you use. But if you haven’t used the energy and you’ve been overcharged (unlikely, but not impossible) then if you can prove it (in the ways I’ve explained) you would be able to get the money.