Outfox the Market - Govt Assistance

santamed

Between 20 Oct and 27 March I received 2 x £66 and 4 x £67 totalling £400.   In the same period I paid £205.81 direct debit which showed on my monthly bill.       My bill for 26 Apr showed a credit of only  £138.81 (normal less £67?) even though my direct debit 205.81had been deducted from my bank account.
Contacted them and they say that everything is ok.   Be happy/grateful if some can throw a light on this.

MWT

If they are following the same approach as some other suppliers, the bit you are missing is there will be a deduction of those £66/67 payments you received from your energy cost total.

So you paid £250.81 and received £67 back into your bank account, but they still deducted £67 from the total you owed. That leaves you £67 ahead as it should be...

teflontinker

I have exactly the same, I have raised the issue with complaints@foxglove.energy as customer services didn't offer a decent explanation.

This has never happened with any of the previous bills so why this one? 

MWT

Have a look at the details in the 'total Charges' section, is there a deduction of £67 in there?

Similarly did you get a £67 refund to your bank account?

teflontinker

MWT said:

Have a look at the details in the 'total Charges' section, is there a deduction of £67 in there?

Similarly did you get a £67 refund to your bank account?

I have no deduction of £67 and no payment was made to me in April, the EBSS in March was my last. 

I'm at a complete loss as to what they have done and why. 

pochase

The EBSS finished in March, so there is no payment for April.

MWT

teflontinker said:

MWT said:

Have a look at the details in the 'total Charges' section, is there a deduction of £67 in there?

Similarly did you get a £67 refund to your bank account?

I have no deduction of £67 and no payment was made to me in April, the EBSS in March was my last. 

I'm at a complete loss as to what they have done and why. 

Take a look at your bill for the previous month...

TheElectricCow

teflontinker said:

I have exactly the same, I have raised the issue with complaints@foxglove.energy as customer services didn't offer a decent explanation.

This has never happened with any of the previous bills so why this one? 

In that image they’re saying they have refunded the £67 to your bank account - you have paid your direct debit but they (should) have given you £67 back, essentially reducing the total amount of credit to your energy account for the period by £67 as the rest of the money is still with you in your bank.

teflontinker

TheElectricCow said:

teflontinker said:

I have exactly the same, I have raised the issue with complaints@foxglove.energy as customer services didn't offer a decent explanation.

This has never happened with any of the previous bills so why this one? 

In that image they’re saying they have refunded the £67 to your bank account - you have paid your direct debit but they (should) have given you £67 back, essentially reducing the total amount of credit to your energy account for the period by £67 as the rest of the money is still with you in your bank.

I'm at a loss to explain what they done, they paid £67 into my bank account  March 15th, which I'm supposed to have? I was a customer on the 1st of March.

They have then deducted £67 from my payments in so my balance has only been reduced by £133 despite my DD being £200. 

Why are these bills so complicated,  it's a ridiculous situation added to an already confusing and difficult time.

[Deleted User]

teflontinker said:

TheElectricCow said:

teflontinker said:

I have exactly the same, I have raised the issue with complaints@foxglove.energy as customer services didn't offer a decent explanation.

This has never happened with any of the previous bills so why this one? 

In that image they’re saying they have refunded the £67 to your bank account - you have paid your direct debit but they (should) have given you £67 back, essentially reducing the total amount of credit to your energy account for the period by £67 as the rest of the money is still with you in your bank.

I'm at a loss to explain what they done, they paid £67 into my bank account  March 15th, which I'm supposed to have? I was a customer on the 1st of March.

They have then deducted £67 from my payments in so my balance has only been reduced by £133 despite my DD being £200. 

Why are these bills so complicated,  it's a ridiculous situation added to an already confusing and difficult time.

Because energy supplier billing systems were never designed to deal with ad hoc Government largesse.

TheElectricCow

teflontinker said:

TheElectricCow said:

teflontinker said:

I have exactly the same, I have raised the issue with complaints@foxglove.energy as customer services didn't offer a decent explanation.

This has never happened with any of the previous bills so why this one? 

In that image they’re saying they have refunded the £67 to your bank account - you have paid your direct debit but they (should) have given you £67 back, essentially reducing the total amount of credit to your energy account for the period by £67 as the rest of the money is still with you in your bank.

I'm at a loss to explain what they done, they paid £67 into my bank account  March 15th, which I'm supposed to have? I was a customer on the 1st of March.

They have then deducted £67 from my payments in so my balance has only been reduced by £133 despite my DD being £200. 

Why are these bills so complicated,  it's a ridiculous situation added to an already confusing and difficult time.

In the simplest possible form, this is what has happened:
1. You paid £200 by DD
2. They have paid you £67 (from the government)
3. The overall effect of this is that you’ve only spent £133 of your own money, as you now have an extra £67 in the bank that you didn’t have before 

The money is now yours to do with as you like, but in order to use this £67 for your energy bill you will need to pay it back into your energy account.