SSE raised my fixed rate standing charge

Ygritte

Apologies if I’m being dense here but I find this very difficult to understand.

I signed up for 2 year fix in June with SSE

Electric: 39.50

Standing: 34.09

Gas: 11:51

Standing: 27.51 

Changed by SSE from 1st October to:

Electric 34.09

Standing 33.15

Gas 10.00

Standing 28.48

As you can see although everything else came down a little my gas standing charge went up. I’ve had no letter from SSE telling me of these changes but managed to get a reply on Twitter that it’s because I’m moved to the standard variable rate tariff and I’ll pay less over all. I don’t really feel like that’s an answer. Can anyone help me understand and if I should do anything about it? Thank you in advance. 

[Deleted User]

They worked out that you would be better off overall by leaving your fix and moving onto the SVT, so that's what they've done.

Which tariff did you think you should be on (name)?

Ygritte

[Deleted User] said:

They worked out that you would be better off overall by leaving your fix and moving onto the SVT, so that's what they've done.

Which tariff did you think you should be on (name)?

2 year fix V16. They’ve not written to me at all though. Only know this much from pestering on Twitter. So if it goes up again will I be moved back onto my fix if that’s lower? 

[Deleted User]

I would be kicking them into doing it - I wouldn't assume they will do it automatically.

They didn't need to take you off it, they could have just applied a discount to bring the fix rate down to the SVT rate and left your standing charges alone - that's what most suppliers seemed to do for people on a fix.

I might even suggest kicking them into putting you back onto a discounted version of the fix immediately (and backdated).  Most people got a letter (or email) telling them how their tariff would change and if they were being moved between tariffs because of the EPG.  This often said "if you don't want to move, tell us and we'll put you back", but I don't know about SSE, they aren't my supplier.

Astria

Ygritte said:

Deleted_User said:

They worked out that you would be better off overall by leaving your fix and moving onto the SVT, so that's what they've done.

Which tariff did you think you should be on (name)?

2 year fix V16. They’ve not written to me at all though. Only know this much from pestering on Twitter. So if it goes up again will I be moved back onto my fix if that’s lower? 

You typically have a short period in order to get back on the fix, so I would do that now because who knows what will happen come April! As least your fix is fixed, the SVT isn't.

Ygritte

I phoned them yesterday and explained the differing rates I’d been given and was told that my fix was still in place and I’d be paying the same as I was quoted at the time. I explained about the reduction at the start of October and she said it wouldn’t have affected mine. We were going in circles and her English wasn’t the best so I asked her to tell me exactly what I was paying right now and she gave me yet another different amount. I asked to speak to someone else and she cut me off. I’ve emailed a complaint now. I don’t know what else to do. 

ariarnia

i don't know what you put in your complaint letter but if they come back and still arent very helpful then ive found it helps to things in a timeline. i think it helps the person dealing with your complaint know whats gone on and what you want but i think it also shows your taking it seriously and means you have less to do if you need to escalate and put a case to the ombusman. not wanting to teach you to suck eggs but if its helpful this is more or less what my complaint letter would look like for your complaint  (obviously you would want to type it properly not one handed and spelt badly like mine )

i would like to complain about the application of the government guarantee energy price on my account and the communication i have received from SSE.

i signed up for two year fix on X date and that was confirmed by email dated X. rates were (rates).

i checked energy account on X date and saw (the 1 oct rates). no notification was received from SSE of the change (is that right?).

i noticed all elements of my bill had been discounted to the cap other than gas standing charge had increased. i did not understand why gas sc had increased. i contaced sse on X date to confirm (by twitter. include screenshot?). i was notified i had been moved to the standard variable rate and was no longer on my fix. 

i do not want to be on variable rate as i feel i will be worse off once guarentee came to an end. i do not understand why you did not discount my fix or ask me to confirm if i would be happy to end my fix early.

i phoned you on 26 oct to ask to be returned to my fix. the customer service agent seemed to not understand the problem and when asked to confirm current rates quoted (random different numbers).  

i would like you to 

1. return me to my fix and apply the government discount to my gas and electric unit rates. 
2. recalculate my bills to date using the capped rates and my fix standing charge

Ygritte

I had a further reply on Twitter (I asked several days ago why my gas standing charge was higher and what happens if prices go up)

this is their latest Twitter response:

“If no one has been in touch, then you haven't been moved to anything yet. Looking at your account, you're still on the fixed tariff. You were questioning why, if we move you to the Energy Price Guarantee rates, why is your gas standing charge going up. This is merely because, whilst your current fixed rate is offering a cheaper gas standing charge, it's more expensive for everything else, so overall, it'll work out cheaper with the EPG.

There are millions of members who need to be moved, following on from the Government announcement, so this is being done in stages. Regardless, we're able to backdate the change to the 1st October, so you won't pay more than required for your energy.

^ Nick”

still no response to my complaint email (not even acknowledging receipt) 

ariarnia

Ygritte said:

I had a further reply on Twitter (I asked several days ago why my gas standing charge was higher and what happens if prices go up)

this is their latest Twitter response:

“If no one has been in touch, then you haven't been moved to anything yet. Looking at your account, you're still on the fixed tariff. You were questioning why, if we move you to the Energy Price Guarantee rates, why is your gas standing charge going up. This is merely because, whilst your current fixed rate is offering a cheaper gas standing charge, it's more expensive for everything else, so overall, it'll work out cheaper with the EPG.

There are millions of members who need to be moved, following on from the Government announcement, so this is being done in stages. Regardless, we're able to backdate the change to the 1st October, so you won't pay more than required for your energy.

^ Nick”

still no response to my complaint email (not even acknowledging receipt) 

i don't understand that. 

"This is merely because, whilst your current fixed rate is offering a cheaper gas standing charge, it's more expensive for everything else, so overall, it'll work out cheaper with the EPG."

does that mean they haven't actually moved you to the energy price guarentee rates? 

can you maybe ask him to confirm that theres the option to apply the discount to your fix unit rates without changing the standing charge or moving you off your fix? 

maybe quote the government info to him?

If you’re on a fixed rate tariff

Fixed tariff customers will have the same support where appropriate. Unit price reductions of up to 17p/kWh for electricity and 4.2p/kWh for gas will apply to fixed tariff customers that currently have unit rates above the EPG.

https://www.gov.uk/government/publications/energy-bills-support/energy-bills-support-factsheet-8-september-2022 

Ygritte

Thank you for your responses. 

It takes so long to get a reply from them and then they tell me something that confuses me even more. It’s stressing me out so much, I’ve never had so much trouble resolving a simple query. 

Ygritte

I received an email from sse today saying that I’m paying more than their standard variable rate and can come off my fix with no penalty. However the numbers they’ve quoted are different again! No response from my complaint either. 

And the rates on my account are

Annoyingly I can’t see my standing charge