Back Billing query

[Deleted User]

Just after a bit of advice.
Back in 2019 I moved from Shell Energy over to bulb.
I have always submitted meter readings, but I was a bit naïve at the time as it was my first property.
Basically, I never received a final bill from Shell, and being quite dim about it, I just assumed everything had evened out & therefore no refund/no further money was required after I switched. 
Now, last month (Jan 22) I received a bill for £282.00 for my final bill, over 2 years later. 
I've raised a complaint with Shell & explained (I think) under back billing rules they cannot charge me at this late stage. 
Is that right? or are they capped at a certain amount? As she advised she'd pass it to the back billing team to 'calculate'. 
Appreciate any advice. 

Side Note: I more than likely did use that amount of electricity, because I had an electrical issue which was causing extremely high useage (now sorted). 

MWT

If they are chasing an bill raised at the time which you did not see for some reason, then back-billing wouldn't usually apply.

If they have just raised a new bill now then back-billing rules would usually apply to the extent that the new bill covered amounts not previously billed for and not previously paid for by DD at the time.

Fred2712

Back billing code means they can only bill you the last 1 years energy, nothing previous to that, I think, not sure how this would work with a final bill though.

[Deleted User]

They raised this new bill in January of 2022. 
So nothing was showing until last month, when my account got a new bill added. 

webuserisme

Sorry to jump in here but not posted on here for eons (pun intended) and can't see where to start a new thread  It's basically a general question about back billing. An elderly family member recently lost her hubby who we now find dealt with ALL financials and she is obviously lost so we are helping her out as best we can. I've taken on her utility bill and tried to input readings but it seems the meter info on the gas one didn't tally with the info on the energy company's file so they've investigated and issued a new bill showing many years charges cancelled and then a new bill issued in its place (again for many years). This new bill is showing a credit. 

My point is as this would appear to be the energy company's fault, are they actually allowed to back bill for more than 12 months? After I raised this with them, after they investigated, I have been informed by them that as the new bill going back many years has a credit balance the back billing rule doesn't apply?  Genuinely can't see this mentioned in any of the regs but maybe I've missed it?

TIA!

QrizB

webuserisme said:

My point is as this would appear to be the energy company's fault, are they actually allowed to back bill for more than 12 months? After I raised this with them, after they investigated, I have been informed by them that as the new bill going back many years has a credit balance the back billing rule doesn't apply?  Genuinely can't see this mentioned in any of the regs but maybe I've missed it?

The back billing rule is designed to prevent bill shock, ie. receiving a bill for more than 1 year's energy use where you've not been billed before.

If you've had bills and have paid them, but it turns out they're wrong, you can't be given an additional bill for more than a year's energy use.

In your particular case you're in credit so there is no back bill to pay.

MWT

webuserisme said:

My point is as this would appear to be the energy company's fault, are they actually allowed to back bill for more than 12 months? After I raised this with them, after they investigated, I have been informed by them that as the new bill going back many years has a credit balance the back billing rule doesn't apply?  Genuinely can't see this mentioned in any of the regs but maybe I've missed it?

They are allowed to re-bill and use any payments already made to offset the billed amounts as long as that does not result in an additional amount to be paid for any use older than 12 months.

So yes, if the net result is that there is still a credit on the account they they have not done anything wrong.

The aim of the rules is to prevent bill-shock, but since the amounts were already paid, there is no shock.

Gerry1

webuserisme said:

Sorry to jump in here but not posted on here for eons (pun intended) and can't see where to start a new thread

Best to delete your post here and start a new thread.   Click on the Create Post icon !

webuserisme

MWT said:

webuserisme said:

My point is as this would appear to be the energy company's fault, are they actually allowed to back bill for more than 12 months? After I raised this with them, after they investigated, I have been informed by them that as the new bill going back many years has a credit balance the back billing rule doesn't apply?  Genuinely can't see this mentioned in any of the regs but maybe I've missed it?

They are allowed to re-bill and use any payments already made to offset the billed amounts as long as that does not result in an additional amount to be paid for any use older than 12 months.

So yes, if the net result is that there is still a credit on the account they they have not done anything wrong.

The aim of the rules is to prevent bill-shock, but since the amounts were already paid, there is no shock.

QrizB said:

webuserisme said:

My point is as this would appear to be the energy company's fault, are they actually allowed to back bill for more than 12 months? After I raised this with them, after they investigated, I have been informed by them that as the new bill going back many years has a credit balance the back billing rule doesn't apply?  Genuinely can't see this mentioned in any of the regs but maybe I've missed it?

The back billing rule is designed to prevent bill shock, ie. receiving a bill for more than 1 year's energy use where you've not been billed before.

If you've had bills and have paid them, but it turns out they're wrong, you can't be given an additional bill for more than a year's energy use.

In your particular case you're in credit so there is no back bill to pay.

Many thanks to you both . I absolutely see the point but my annoyance is their incompetence has basically meant 2 elderly people have been overcharged by a considerable amount of money (and i MEAN considerable, certainly more than what the average household will be paying per annum come the new prices on 1/4). Surely there's a case for adding interest to this amount? 

My first reaction to the credit was that's great news but then I got thinking that this is basically what they have been overcharged over the years. 

webuserisme

Gerry1 said:

webuserisme said:

Sorry to jump in here but not posted on here for eons (pun intended) and can't see where to start a new thread

Best to delete your post here and start a new thread.   Click on the Create Post icon !

Thanks for that Gerry1 but I think my query is answered and no need to start a new thread this time. But info committed to memory bank for future reference.  

MWT

webuserisme said:

Many thanks to you both. I absolutely see the point but my annoyance is their incompetence has basically meant 2 elderly people have been overcharged by a considerable amount of money (and i MEAN considerable, certainly more than what the average household will be paying per annum come the new prices on 1/4). Surely there's a case for adding interest to this amount? 

Sadly no, interest isn't an option, these are payments they freely made to the supplier.

Unless anyone tells them otherwise they are entitled to assume that their customers can read and understand the bills they receive and can request a refund any time they feel the balance is getting too high.

Some choose to let the balance go high so they feel comfortable that they will always be able to pay the bill.

I would suggest making sure your relative is on the supplier's priority services register and ask them to add you as an approved contact so you can deal with the account directly if needed in future.