So Energy issues.

Niesmann1

About three week ago I called SO E about my increased DD, at the time of calling, I was £50 in credit. Then to be told, no I am not, there is an issue with their system and I am in debit. No explanation apart 

from system issue, I told the handler this is the second time this has happened (the other time was a while back and I was credited £50 for the hassle to me). I asked to speak with a manager, no one available and a manager would call me, no one did.

Today on checking my account, I find I am now £150 in debit, no reasonable explanation as to why I was this much in dept. Again I asked to speak with a manager, none available and one would call me back, I'm still waiting. Has anyone else had similar issue with SO?

For the clarity, just me and wife in house, we both work Mon to Fri, cook with gas, stopped months ago using electric shower and use mixer shower with water heated by gas into HWC. See below C&P of our previous bill, we are very careful with our energy consumption, and I really do not understand how our electric usage is so high, oh, smart meter in place.

Appreciate your thoughts and replies.

Last Statement

18 Aug 2022 - 17 Sep 2022

Gas Charges

£18.75

Electricity Charges

£132.10

VAT Charges (5%)

£7.54

Total

£158.39

[Deleted User]

We need to know your usage in kWh and unit rates to know if this is sensible.

Alnat1

Are they actually able to get readings from the smart meter or are they estimating your use? 

Do the readings on your latest bill match those on your meter?

ariarnia

hi Niesmann1 as sparky has said the first thing we would need to know is if you give regular readings or is your bill based on estimates. 

if you give regular readings can you share them with us? normally whats most helpful is two readings about 12 months apart as then we can help you figure out what your DD should be set at to cover the next 12 months (well at least 6 as no one knows what the rates will be from april right now).

but as your question is about your most recent bill then your last two readings (and knowing when they were taken) would be helpful. 

Niesmann1

[Deleted User] said:

We need to know your usage in kWh and unit rates to know if this is sensible.

Unit rate for electric 33.75  p/kWh. Standing charge = 50.66 per day. Gas (which is not the cost issue) 10.26 pkWh. Standing charge = 28.47 per day. I need to go into my on-line account to look for usage, their billing detail is difficult to understand. Thanks for your reply.

pochase

From the dates on the statement you posted there should be a new one already, 18/09 to 17/10

If you were after the September bill and October DD £50 in credit it is not unrealistic that you could now be £150 in debt.

What was you balance on the bill you quoted, how much is your direct debit, and when do you pay?

[Deleted User]

You need to check whether the index readings on the statement are annotated with an ‘S’ or ‘E’.  If it is the latter, then there may be a communications hub connectivity issue that needs to be resolved by your supplier.

Niesmann1

Copy & paste below. Unit cost will be before Oct price hike, I just noticed the difference between the two 17th August reads, something strange here, looks like another call on Monday.

SO FLEX - ELECTRICITY - 1 RATE 17 Aug 2022 - 16 Sep 2022

Meter Readings 17 Aug 2022 17989.5 Smart Meter Read 17 Sep 2022 18432.6 Smart Meter Read Energy Used 443.1 kWh @ 26.5048 p/kWh £117.44 Standing Charge (31 days @ 47.2762 p/day) £14.66 Total Electricity Charges £132.10 

[Deleted User]

Niesmann1 said:

[Deleted User] said:

We need to know your usage in kWh and unit rates to know if this is sensible.

Unit rate for electric 33.75  p/kWh. Standing charge = 50.66 per day. Gas (which is not the cost issue) 10.26 pkWh. Standing charge = 28.47 per day. I need to go into my on-line account to look for usage, their billing detail is difficult to understand. Thanks for your reply.

As a 'typical' user (which is all we can do without your actual data) - these prices would have meant an electricity charge of about £100 for that month.

Niesmann1

A few replies to work through and info I need to try to source via my SO account. 

What concerns me is, my account stated I was in credit, SO have a system issues, then told I am in debit, with little explanation. Anyway, it is what it is, I'll try to get a satisfactory answer from SO Energy, then dump them. 
I appreciate all your replies.

ariarnia

thanks for coming back. 

Energy Used 443.1 kWh @ 26.5048 p/kWh = £117.44 that adds up right 
Standing Charge (31 days @ 47.2762 p/day) £14.66 that also adds up right 
Total Electricity Charges £132.10  and so does that. 

nothing immidiately shouts out theres a mistake with the bill but that doesn't mean there's not a problem with the meter.

i hope you get it sorted with so (if you do please come back and let us know what the problem is to help the next person with the same problem) but if your usage still looks high then there are some long running threads on here with some advice or the posters he can help you figure out what's eating up your kilowatts  

editing because i was an idiot who did't look at the dates.