Always take photos: Final Energy Bill when moving home - Shell

dl5456

In the month of January this year, I received two bills. The first was the normal monthly bill calculated on actual readings which showed 45 pounds credit. The second bill was my final bill, which only accounted for thirteen more days lived in the property. To my shock, it now claimed (based on actual readings) that I was 379 in debt. I phoned Shell to ask why there was such a large discrepancy for a thirteen day period. I was assured that the bill was absolutely correct and I owed this amount. Not convinced, I proceeded to carefully scan the seven page document that is a Shell energy bill. To my surprise, I found that the closing reading on the gas bill was significantly different to one I had provided them on the day I moved out. I phone Shell back to highlight this, which I was then ask to raise a dispute and provide time stamped photographic evidence (which I was able to do). I asked for an explanation as to where they received the closing reading and why hadn't they used the one I provided... It was supplied by the new energy provider from the new owner of the property. The issue I have here is at no point did Shell contact me to follow up - I would have happily provided the photographic evidence then. I simply received a bill for the adjusted amount without explanation. If I wouldn't have questioned what Shell had initially told me on the phone, I would have paid this money. It really feels like Shell has tried to defraud me out of this payment. Fortunately, I able to decipher the accountancy document that is a Shell bill. For those moving home, keep an eye on your final bill and make sure you take photographic evidence of everything.  

pochase

Looks to me as if whoever moved into the property circumvented the normal process and this created the problem for you.

Normal process would have been that you give the final reading and the new occupant gives the initial reading to Shell. Once this is done they can change the supplier.

Problem here is that the meter reading for the switch is not necessaily the real one. It is established by a thrid party, and it can be hugely different. Usdually that is no problem, because as long as the numbers match for final reading at the old supplier and start reading at the new supplier match the difference will cancel it self. What you pay more at the one supplier, you pay less at the other one.

In your case the problem is that this third party reading has not been billed against the new occupier, but against your account, which is wrong.

Some suppliers/customer try to circumvent the process by not first openening an account with the current supplier and something like this can happen.

bagand96

pochase said:

Looks to me as if whoever moved into the property circumvented the normal process and this created the problem for you.

Normal process would have been that you give the final reading and the new occupant gives the initial reading to Shell. Once this is done they can change the supplier.

Problem here is that the meter reading for the switch is not necessaily the real one. It is established by a thrid party, and it can be hugely different. Usdually that is no problem, because as long as the numbers match for final reading at the old supplier and start reading at the new supplier match the difference will cancel it self. What you pay more at the one supplier, you pay less at the other one.

In your case the problem is that this third party reading has not been billed against the new occupier, but against your account, which is wrong.

Some suppliers/customer try to circumvent the process by not first openening an account with the current supplier and something like this can happen.

I agree with this. New occupier has started a switch which has worked it's way through the system faster than Shell generating a final bill to the OP and opening an account for new occupier.