Energy supplier sent incorrect final bill £500 too high - and then went bust!

JohnTravoltage

So I'm in a bit of a spot, I am. 

I was with an energy supplier for a couple of years until January 2021. Paid by direct debit all along with periodic meter readings submitted online. They had sent occasional bills at varying intervals and also increased my direct debit payment along the way, based on my consumption. I have been taking pictures of meter readings for reference so have a large number of readings, with pictures, that I can refer to. 

So in February 2021, I switched to a different provider and gave my opening meter readings to the new provider. Switch done, the old provider stopped taking their direct debit payment, so far so good. I assumed I'd get a final bill from the old provider in due course, once they got the opening meter readings from my new provider. 

Then in December, I get a final bill that was hundreds of pounds in debit. This was a shock, so I called the old provider's customer service and told them to re-look at this. They cancelled this bill while they got their billing team to review the bill. Then a few weeks ago, I got the revised bill, that's EVEN HIGHER, and with all kinds of calculations and lumpsum charges with no explanations I can't make any sense of. 

And then, they promptly went bust. 

Now I'm unable to contact them - their customer service number just says they've ceased trading but not to worry, as customers will be taken over by another provider. I'm not looking to be taken over - I just want my bill corrected! Their bill also states that if they can't collect the payment in 2 weeks, the due will be handed to debt collection agency, so I'm worried that it's either pay up an outrageously wrong bill or risk getting my credit file hurt.

I spent several hours looking at all of my meter readings and trawling through two years' worth of bills and energy tariff data to compute what the correct outstanding should have been, and figured their final bill is over £500 higher than what I really owe. 

How can I get this corrected? Is this something the OFGEM-appointed new supplier would inherit and resolve?

Is there a way I can get the clock stopped on the debt collection process while I figure out how to get this corrected?

MWT

You can write to the administrators for the failed supplier, and possibly the SoLR but it does depend on which failed supplier you were with as they do not always pass on debt collection to the SoLR.

Does the incorrect bill use the same closing reading as your new provider used for their opening reading?

If that is not the same then it is a good place to start when writing to the administrators...

JohnTravoltage

MWT said:

Does the incorrect bill use the same closing reading as your new provider used for their opening reading?

If that is not the same then it is a good place to start when writing to the administrators...

No, the closing reading is only partially correct. They seem to have got the right closing reading for one of the two fuels - the other reading I don't recognise. 

How can I figure out who the administrators are?

Can they deal with operational matters like an incorrect bill or are they more focused on collecting as much of what they believe the wound-up firm is owed?

MWT

JohnTravoltage said:

How can I figure out who the administrators are?

Can they deal with operational matters like an incorrect bill or are they more focused on collecting as much of what they believe the wound-up firm is owed?

You could just tell us which supplier and someone here will know, or just google the name of the supplier + administration and it will be easy to find.

The administrators are tasked with recovering as much as possible of what the company is owed for the benefit of the creditors, but that also means that correcting a bill so it will be paid is worth at least a little effort...

JohnTravoltage

The old supplier is Together Energy - (I'm new here, so was a bit wary of any forum policies naming and shaming suppliers)

JohnTravoltage

There doesn't seem to be any public info on the administrators for Together Energy, but would really appreciate any information

pallyman

You should be able to contact them through the TE email as the Administrators will be there with some of the old staff sorting the final bills out,

JohnTravoltage

Thanks @pallyman - this is helpful. I've been looking high and low for a way to contact the administrators. It makes sense they'd be working with the remnant of TE staff while they wind things down. Worth a shot. 

JohnTravoltage

Update on this - I emailed Together Energy support and the good news is they responded, so their emails are being monitored. 

The bad news is that they say their final bill is correct. I don't believe they have even looked at the detailed calculations and meter readings I had sent them (their response came through in less than 1 working hour after I sent them my calculations.). 

I know OFGEM doesn't take up complaints about suppliers in administration, but is there any other route to get them to at least review my calculations and explain theirs?

To avoid debt collection hassles, if I were to pay up the full amount that they've computed while I pursue my complaint, will the excess amount be refunded (as it would be with a credit balance) or would this go into the black hole where unsecured creditors debts go to die when companies go into administration?

EssexHebridean

If you are confident you don't owe them the amount they're claiming, then absolutely don't pay them it!  If you feel that you do owe them *something* then you could potentially put all your calculations in writing, with an explanation of what you do owe, and send a cheque for that amount with your letter, stating that it is in full and final settlement of the account.  

JohnTravoltage

@EssexHebridean I do owe them some money, but much much lower than what they say I owe. Their bill is hundreds of £ higher.

So basically send a cheque for what I think I owe with the letter explaining my computation?