Suspecting of overcharging my energy bill

ronctlsmile

A short story: My previous energy company went bust last year and was acquired by one of the biggest energy providers (with a name starting with 'E'). At the start, I was in debt of £300. From 2022 to 2023 (this year), I was away for almost five months. I did not consistently submit my meter readings. Every time I questioned them about the actual monthly usage of electricity, they refused to answer. All they provided were the unit rate and standard charges for my flat. Recently, after filing a complaint, they promised to refund £1000. However, after persistent follow-ups, they claimed it was a mistake on their part and refused to issue any refund.

Here is a list of my questions:

1.) It was my fault that I didn't keep any records of my previous energy bills issued by my previous provider. With my previous energy provider, I paid them via direct debit and I have never fallen behind on my payments. How can I argue against the £300 arrear? 

2.) How can I accurately calculate my own electricity usage to contest any overcharges? I have been recording meter readings for the past few months and sending them, along with pictures of my meter reading, to my current provider. 

3.) My current provider refuses to provide me with the actual monthly usage of electricity and only offers their estimated yearly usage. What should I do in this situation? 

4.) Since I pay my bill via direct debit every month and I am not on any fixed tariff schemes, I have been questioning their charges for the months when I was not in town and not using electricity. They refuse to provide an explanation. What should I do in this case?

Thank you in advance.

Ray

 

[Deleted User]

Hi,

ok, have you a final reading from last supplier (will be on your final bill), what is reading now?

What is your unit rate and standing charge?

ronctlsmile

Hey frugalmacgugal, No, I am afraid. It was my fault. I feel very bad now.... Anything I could do?

Here is the unit rate and standing charge:

Unit rates : Non Direct Debit 37.46 p/kWh (Inc. EPG discount of 17.40 p/kWh) Including VAT

Standing charge : Non Direct Debit 43.92 p/day Including VAT

Brie

What do you mean they refuse to provide an explanation?  Like they say "nope, not gonna tell you!" or is it "well it's complicated and I don't think you'll be able to understand if I tell you over the phone"?  Frankly I don't think I would be able to follow an explanation of energy charges discussed in a phone call.

You should, however, be able to sort this out yourself if you have your bills.  And they have to supply those.  If they don't then complain and then go to the ombudsperson.  The final reading for your previous supplier would be the opening reading of your current one and there's no way they can keep that info from you.  

If you're not on a fixed tariff then the rates may have changed almost daily (or worse?) and that's what would make it very complicated.  That said all it takes is a good spreadsheet to sort it all out.  But all that info has to come from "E".

As for when you're out of town.....well you might not be using much electricity but there will be some - your fridge, clock radio, tv standby etc and then there's the daily charge which you get no matter what.  But that's why you need to get a list of all the charges from day 1.

ronctlsmile

When I was out of town, I turned off the main switch on my electricity board and I didn't leave any appliance using any electricity without my notice. 

Basically, they ignored my questions. For example, on a few occasions, when I asked about my actual monthly usage of electricity, they did not answer. All they provided was my standard charge and unit rates. At one point, they did ask me to phone to talk about my charges, but I refused because you never understand them in a very short time 

Spoonie_Turtle

The first step is get the opening reading from your first bill with them.  Correct or not, that's what they're using.

Now look at the readings on each bill.  Are they estimated, smart, your reading, ?

I think the sinplest thing to do is post here all the readings covering 2022 and 2023, with the dates and whether they are estimated or actual reads.  Even if they estimated for a bit, the first reading you sent since getting back should put things back on track.

You'll also need the unit rate and standing charge for each period, because the basic calculation is
Units used (kWh) x unit rate, + number of days x standing charge.


Usually if a company/organisation withholds information then you can do a Subject Access Request but in this case all the information should be on your bills.  The monthly usage is irrelevant unless you are paying by variable Direct Debit, for fixed DD they take your projected annual usage and divide by 12 to get the DD amount.  For usage during specific bill periods then the information is (or at least, should be) already on the bill anyway.

ronctlsmile

Hey spoonie, united used is the difference between one period (e.g. this month) to another (e.g. a month before)? 

Now look at the readings on each bill.  Are they estimated, smart, your reading, ?
I am checking now. 

Robin9

ronctlsmile said:

When I was out of town, I turned off the main switch on my electricity board and I didn't leave any appliance using any electricity without my notice. 
.............

But during that period you would be incurring daily standing charges

Spoonie_Turtle

ronctlsmile said:

Hey spoonie, united used is the difference between one period (e.g. this month) to another (e.g. a month before)? 

Yes.  They should show the units used x unit rate calculation on each bill anyway but it's good to check it for yourself, especially while you're trying to get to grips with it all

Robin9

ronctlsmile said:

.................. I have been recording meter readings for the past few months 

 

Can you list these please -  go back as far as you can - include what is available from your online bills

pochase

1.) It was my fault that I didn't keep any records of my previous energy bills issued by my previous provider. With my previous energy provider, I paid them via direct debit and I have never fallen behind on my payments. How can I argue against the £300 arrear? 

What you pay by direct debit does not cover your real use, it covers their estimate over a 12 month period. So if you paid £1200 in DD, but used £1500 of energy you are in debt by £300. But you should have received a final bill that showed what you paid and what you used, and the difference.

You are complaining that the supplier will not give you the information what you used monthly. If you don't have a smart meter they have to rely on the meter readings you give them. So you know more about what you use than them  if you don't supply monthly readings. You said you did not submit readings for 5 months, so how can they tell you wha tyou used every month?