Electricity back billing advice

steph_87

Hi all, hoping someone can help with this.    It’s my sister that has the issue. 

In September 2020 she moved into a flat she was told that the previous tenant used Octopus energy. She switched her gas and electricity to EON and there was a slight delay with the electricity.   A few weeks later she had an online chat with EON regarding the electricity and was told that it had now switched over (she has the screenshots of the chat) 

She’s paid by DD for the last two years.  She lives in a one bedroom flat and is a very light and gas user. 

A month ago a representative of Utilita showed up at her flat and said that they were providing the electric for her flat for the last 3 years and had the previous tenant detaiks saying they owed the bill.  They turned up at hwr door again stating the bill needs to be paid and that they procode her electricity from the start of her tenancy (2 years ago) and no one is paying for it (the previous occupiers supplier was octupus) my sister told them that she was with EON for her energy.   

It now transpires that her electricity was never moved to EON.   She has the electric readings from when she moved into the flat.  So in two years she hasn’t paid any electricity to EON only gas. 

In the two years Utilita have never sent her any letters\reminders or anything. No letters have been received for the previous tenant either. 

Where do we begin in trying to sort this out?  I'm a bit concerned about a company turning up at the door.  Not sure if this is allowed and wondered if it was a scam.  But soemthing doesn't feel right about it all.  She is registered as a vulnerable customer.

[Deleted User]

Sounds like an erroneous transfer to me

She has proof she tried to switch to E.ON.  Someone (which was not her) switched it to Utilita.  That should be between the suppliers to sort out.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

https://www.ofgem.gov.uk/sites/default/files/docs/2002/03/71-13march02.pdf - if this still applies (but I don't see anything to suggest it wouldn't) - it says that whoever took over the supply (Utilita) should have sent something saying "Hello" etc.

Although she really should have noticed that she didn't get an electricity bill for two years.

QrizB

Deleted_User said:

Although she really should have noticed that she didn't get an electricity bill for two years.

Further to this point, what does her E.ON account show, and her old bills? Did she ever get an electricity bill from E.ON?

steph_87

Utiliua have turned up looking for the previous tenant saying they owed the bill from 2019 and then said she owns bill too.  

There's been no correspondence from then at all, not in the 2 years she's been there.  She was previously with EON for both gas and electricity and it was moved to her new tenancy when she moved address and have confirmation from eon that the switch over/transfer was complete.  

Her bills show gas only from eon. 

[Deleted User]

steph_87 said:

Utiliua have turned up looking for the previous tenant saying they owed the bill from 2019 and then said she owns bill too.  

There's been no correspondence from then at all, not in the 2 years she's been there.  She was previously with EON for both gas and electricity and it was moved to her new tenancy when she moved address and have confirmation from eon that the switch over/transfer was complete.  

Her bills show gas only from eon. 

That could be the issue.  To do that automatic move, E.ON would have set up and account for her with the existing supplier at the house and then immediately switched it away.  That's how moving house works - make an account with the existing supplier at the new house before you can switch - but the automatic move things just hid that in the background.  If Utilita thought that there was an account with a debt on, they could have refused that switch - leaving the account with them.

steph_87

When she moved into it, octupus was the supplier to previous tenant.  She had been on contact with them and eon switched over.  See if the switch didn't go through, would eon not have said about that? 

I dont understand how utilita haven't been in contact before now though, not even for the previous tenant .