Energy company haven't charged us a penny for 4 months

bartsimpson123

Realised that So Energy haven't taken a payment from our account for roughly 4 months. Don't ask me how I didn't notice this but it happened - that's not the issue. 

Called them yesterday and they said that they have made an error somewhere, and that our account was closed down in May. We never requested to cancel or close our account or anything, so god knows why they did this. 

They have escalated this to a higher team within the company. 

Any advice on how to handle this? We won't be able to afford a whacking great bill if that's what they come back with. Is there scope for us to argue that due to this being their error in closing the account and causing this situation, we shouldn't have to pay some or all of what we've used?

Thanks in advance!

pochase

You can expect a goodwill gesture of £30 to £50.

You might also be able to get a payment plan so you don't have to pay everything at the once.

But you have used the energy, so you have to pay for it.

Same as @Zombie_government I am a bit concerned. Your direct debit will soon double, what are you planning to do when that happens?

dunstonh

We won't be able to afford a whacking great bill if that's what they come back with.

Lets say your monthly payment was £100 per month.   With 4 months missed,  your account with them will be £400 lower than it would be.   However, your bank account is £400 higher than it would be.   So, you are neither worse off or better off because of this mistake.  (you could actually be better off if your bank account pays interest as your energy account would not)

Its summer, so your monthly payments would probably be building summer credit rather than covering actual use.  

Is there scope for us to argue that due to this being their error in closing the account and causing this situation, we shouldn't have to pay some or all of what we've used?

No.  You have used that energy and whilst they made a mistake in not collecting the payment, you have had the financial benefit of having that money that should have been paid to them.

Its a silly clerical error on their part, but it hasn't left you out of pocket.   So, a  small goodwill gesture of £25-50 would be the expected ballpark.

macman

You've effectively had an interest-free loan for 4 months, so don't expect more than token compo. Maybe £25?
They won't ask for the full arrears in one hit, your DD will be restored at a higher rate and they will recover it over 6m or so, it's negotiable.
What happened to the extra £400 you have in your account as a result of their error?

artyboy

OP - I suspect you can see where this is going... if you have gone and spent the money that would otherwise have been paid for energy (if you'd been billed correctly) - then I'm afraid this is entirely on you to budget for.

But if not - well you have money to pay the bill when it finally arrives, so any gesture of goodwill you get will pay for a round of drinks for your inconvenience...

[Deleted User]

Hi,

you should still qualify for the £400 energy grant, so that'll help.

poppellerant

Have you checked that your supplies are still with So Energy? It could be something like a rogue doorstep salesperson telling you that they need your name to compare energy prices to theirs, so you give it to them and they sign you up without your consent.

I hope you haven't assumed that the money leftover in your account from the untaken direct debit is yours to spend, which, to be fair, is very easily done.  If so, then use the time that So Energy is taking to save up for a large payment to them.  In this day and age, something tells me that the £50 compensation won't be touching the sides to what they'll ask from you.

EdwardB

bartsimpson123 said:

Realised that So Energy haven't taken a payment from our account for roughly 4 months. Don't ask me how I didn't notice this but it happened - that's not the issue. 

Called them yesterday and they said that they have made an error somewhere, and that our account was closed down in May. We never requested to cancel or close our account or anything, so god knows why they did this. 

They have escalated this to a higher team within the company. 

Any advice on how to handle this? We won't be able to afford a whacking great bill if that's what they come back with. Is there scope for us to argue that due to this being their error in closing the account and causing this situation, we shouldn't have to pay some or all of what we've used?

Thanks in advance!

First ask for their firm proposals to compensate you, if it is anything less than £225 make a formal complaint and then if not resolved ask for a deadlock letter and escalate the complaint to the ombudsman.  If nothing else they get hit for the £450, but I suspect that they will make you an offer.

Mobtr

Have So reopened your account yet? You need to chase them up to see why it was closed in the first place, was it a simple error due to an incorrect change of tenancy or was it due to a change of supplier? Either way if it was back in May you should have had a bill that said Final Bill which I would have thought would have set alarm bells ringing 

HampshireH

EdwardB said:

bartsimpson123 said:

Realised that So Energy haven't taken a payment from our account for roughly 4 months. Don't ask me how I didn't notice this but it happened - that's not the issue. 

Called them yesterday and they said that they have made an error somewhere, and that our account was closed down in May. We never requested to cancel or close our account or anything, so god knows why they did this. 

They have escalated this to a higher team within the company. 

Any advice on how to handle this? We won't be able to afford a whacking great bill if that's what they come back with. Is there scope for us to argue that due to this being their error in closing the account and causing this situation, we shouldn't have to pay some or all of what we've used?

Thanks in advance!

First ask for their firm proposals to compensate you, if it is anything less than £225 make a formal complaint and then if not resolved ask for a deadlock letter and escalate the complaint to the ombudsman.  If nothing else they get hit for the £450, but I suspect that they will make you an offer.

Compensate for what? OP isn't out of pocket - they are £400 up due to non payment. A gesture of apology £50 is more likely.

Are those amounts pie in the sky demands or do they have some basis?

More importantly OP needs a firm understanding of what tariff they will be put on with SO once set back up. Likely to be their standard variable (would make sense) but if OP was on another tariff which worked out cheaper then there is a conversation to be had about being reinstated on those terms/rates.

OP hasn't said either way

[Deleted User]

Hi,

use these links from Gerry1  to check who your supplier is,

Find My Gas Supplier

Find My Electricity Supplier