Neo Energy Final Bill

ChrisRS2

Apologies if been covered in other posts but the one I’ve seen don’t relate exactly to my situation.

I was with Neo Energy for dual fuel for 11 months prior to their ceasing trading and transfer to Octopus. In that time, as usual their communication was shocking, with no bills issued throughout the time I was with them, despite frequent chasing.  The Ombudsman awarded £100 due to the poor service but never received the award! In April 22 they even stopped taking direct debits until they collapsed.

The reason for the post is that a few weeks ago I eventually received their final bill by email. However I’ve checked this bill and it’s in error asking for £800, overcharging me by £300 as the final estimated readings are wildly incorrect. The email asked for final readings on 9/7/22 if estimated, for which I returned the readings with evidence from the Octopus bill the same day. I got the usual we will get back to you email but since then I keep getting reminders that the bill hasn’t been paid, with the threat of debt collectors. I’ve tried ringing their number (which is on the bill and the only number I can find online) but it is out of service! In the meantime I keep getting reminders on non- payment.

What should I do, can’t contact by phone and no response by email? I know I need to settle the bill but not prepared to pay the full amount they’re charging. Lastly as I believe Neo are still trading, how do I stand with Ombudsman’s award? Is it worth pursuing?

Any help appreciated.

Petriix

Debt collectors shouldn't chase a disputed debt and, in any case, can't take any action. For the avoidance of doubt I would reply directly to the first contact from any debt collection agent with a clear statement in writing saying that you do not accept the alleged debt exists and also formally withdraw their implied right of access to your property - that makes it an act of trespass for them to approach your door.

Ultimately you don't have to pay their made up bill, but you should pay for what you actually used. Again in writing contact the official receiver and offer to pay the correct amount (show your calculations) and await a sensible reply. If they attempt to take you to court then it will be trivial to defend the claim and win, as long as you respond appropriately to any official letter before action and subsequent court documents. 

daveyjp

I put them in the 'bunch of chancers' category of businesses.  how they received a licence is anyone's guess.  Lengthy thread below:

https://forums.moneysavingexpert.com/discussion/6384390/neo-energy-and-octopus

Qyburn

ChrisRS2 said:

 However I’ve checked this bill and it’s in error asking for £800, overcharging me by £300 as the final estimated readings are wildly incorrect. 

Does their final reading match Octopus's starting reading? If so then it doesn't really matter if it's right or wrong.

 FYI I was in the same boat, their final bill was incorrect in almost every way, wrong start date, wrong tariffs, wrong tariff change dates. In addition they did not recognise two of the three manual payments that I made after they cancelled the Direct Debit.

I handled this by emailing them an itemised list of their errors, and sending a couple of chasing up emails. They did in the end correct everything on my bill, reducing it from £643.35 down to £70.93.

If you've notified them of their errors then in you shoes I'd ignore anything short of an Letter Before Actiin or court claim. If they are stupid enough to take it that far you could ask for mediation and offer something to settle.

[Deleted User]

Qyburn said:

ChrisRS2 said:

 However I’ve checked this bill and it’s in error asking for £800, overcharging me by £300 as the final estimated readings are wildly incorrect. 

Does their final reading match Octopus's starting reading? If so then it doesn't really matter if it's right or wrong.

Absolutely right. Often people complain without thinking it through. Provided that the same readings have been used to close and open the accounts then the cost difference is number of units x (new unit price - old unit price). Overpaying the old supplier may actually save a few £s. The new supplier will only bill for the daily standing charge until the actual meter reading passes the opening reading.

TheMilkmansDad

Dolor said:

Qyburn said:

ChrisRS2 said:

 However I’ve checked this bill and it’s in error asking for £800, overcharging me by £300 as the final estimated readings are wildly incorrect. 

Does their final reading match Octopus's starting reading? If so then it doesn't really matter if it's right or wrong.

Absolutely right. Often people complain without thinking it through. Provided that the same readings have been used to close and open the accounts then the cost difference is number of units x (new unit price - old unit price). Overpaying the old supplier may actually save a few £s. The new supplier will only bill for the daily standing charge until the actual meter reading passes the opening reading.

The email asked for final readings on 9/7/22 if estimated, for which I returned the readings with evidence from the Octopus bill the same day.

I read this as the bill was estimated and they've sent evidence of Octopus' opening reading - so I assume the readings are out.

[Deleted User]

If that is the case, then the SoLR’s data collector will have determined a Change of Supply ((CoS) meter reading, and from this it will estimate a reading for the date of SoLR appointment. It is this reading that is used to close off the failed supplier’s account. The SoLR is responsible for resolving any opening/closing reading discrepancy with the Administrator of the failed supplier.

ChrisRS2

TheMilkmansDad said:

The email asked for final readings on 9/7/22 if estimated, for which I returned the readings with evidence from the Octopus bill the same day.

I read this as the bill was estimated and they've sent evidence of Octopus' opening reading - so I assume the readings are out.

Yes quite clear that the Neo bill is estimated, I took readings anyway on the 9/7/22 which are exactly the readings on the Octopus bill. So shouldn’t be an issue.

The biggest problem is the continued lack of communication from Neo, past and present! Would love to settle the bill and have done with them but I’m not giving them any more than they are due.

Qyburn

Just out of interest, how did you manage that? I wasn't notified about the SOLR until a few days after the event, so we couldn't take a real reading on the 9th.

[Deleted User]

Qyburn said:

Just out of interest, how did you manage that? I wasn't notified about the SOLR until a few days after the event, so we couldn't take a real reading on the 9th.

The SoLR will have contacted all consumers post its appointment. If I recall, EDF was appointed as the SoLR for Zog on the 4th December 22. It requested a meter reading for the formal change of supply date which was the 15th. This reading was validated as the reading for the 15th. If no reading was provided, then the data collector would estimate a reading as is the case with any change of supplier. 

Under SoLR rules, the supplier is allowed to charge from the day it was appointed which was the 4th. Using the reading of the 15th, a reading for the 4th was estimated and it was used as the closing/operating read. 

Qyburn

Yes understood.

But I was asking, out of interest, how the OP managed to take a reading on the 9th, some days before the SOLR contacted customers.  Just by chance, or did he learn in advance?