Together Energy *Misc Chrges*

Berniehurn

Anyone with Together Energy had a Misc charge added to their utilty bills? Had a big issue with them a while ago where as they claim they wern't charging me enough on my direct debit which led to my account being in debt by nearly £1,000. Partly my fault for not checking enough but I argued that they should've let me know.
They agreed in the end to a goodwill gesture and we settled the account.
Just looking at changing suppliers and have since noticed they added a Misc charge of £387.85​​ to my account.
Rang up to ask about it and they couldn't explain it, have since had to complain which they are now saying can take upto 8 weeks to sort! Just wanting to sort it so I can change suppliers and not have to deal with them.

JJ_Egan

This is Oil and LPG board .

Just wait for the process to work it out .

brewerdave

Just noticed this post. I believe that "Misc. charges" refers to T.E transferring accounts from one IT system to another. There is a Facebook group set up by dissatisfied T.E customers who may be of help.

yelias

Berniehurn said:

...
Just looking at changing suppliers and have since noticed they added a Misc charge of £387.85​​ to my account.
Rang up to ask about it and they couldn't explain it, have since had to complain which they are now saying can take upto 8 weeks to sort! Just wanting to sort it so I can change suppliers and not have to deal with them.

Welcome back to MSE @Berniehurn
The good folk at MSE Towers will no doubt be over the moon that all their recent efforts have now resulted in yet another former MSE forum user returning to use the forum.
First post in almost 6 years.

You have done exactly the right thing by (a) carefully checking your energy statement and(b) questioning the supplier over any non-recognisable transaction on your account.

I must say, I am surprised that the supplier has indicated to you they they too are unaware of what the transaction relates to, especially if those on facebook appear to know.

If the supplier cannot explain it, then surely the supplier needs to remove it from your account?
Again, you have done exactly the right thing by raising this matter as a formal complaint.

Suppliers are allowed up to 8 weeks to resolve any complaint. Presumably you already know that, especially as you say you "Had a big issue with them a while ago"

But they also need to report the numbers of complaints received and time to resolve them to the authorities.


Here's some recent complaints data relating to Together Energy:



I understand their own internal target is to resolve 90% of complaints the same or next working day ... so they are a long way off that target, not even reaching that level after 8 weeks.

Your complaint was one that I would have thought would have easily been an opportunity for them to add one to the resolved the same or next working day column (by either explaining what the transaction refers to or removing it from your account)

Anyway, in the meantime, there is nothing preventing you from asking a new supplier to take over the supply to your address if that is what you desire

(Ensure you are aware of what, if any, early exit fees may apply to your current agreement)