Can I switch before billing issue/complaint resolved?

alibean121 Forumite Posts: 235
Eighth Anniversary 100 Posts Name Dropper
Hi - I'd appreciate some advice. I have an ongoing complaint with my energy supplier that's been dragging on since September. Essentially when I moved into my house, there were smart meters in prepayment mode in the property - these were not suitable for me due to my disability. They took about 4 months to action then then managed to mess the transfer up and leave me without gas for 36 hours and without electric for about 6 hours in January when it was very cold. It was properly and permanently switched over 5 months after initial request after I managed to collar someone from the executive complaints team.

Unfortunately, they've then made a real mess of my billing. They do have the automated readings from my meter - I could see correct readings on my online account. Unfortunately these were not the readings used on bills - in particular an error with the opening reading on the first bill for the pay monthly account means they've over charged significantly (I've been billed for an excess 600kWh Electric and 800kWh Gas). The closing bill from the prepayment account is fine and uses correct readings, and the outstanding meter credit was moved onto my new pay monthly account.

I've been trying to resolve the billing issue for about 3 months and, as far as I can tell, there's not really any movement on getting it sorted. Whenever I speak to someone, they tell me they'll issue updated bills in 48 hours but they are never generated.

I have an outstanding complaint regarding their error that led to me being without power. I also have an unresolved complaint about the billing error.

I explored switching supplier as a potential solution previously but wasn't able to pursue it due to technicalities of getting my meter mode switched over. I'm again wondering if I can just switch away and be rid of them now the meter is firmly in credit mode. I am assuming that leaving shouldn't prejudice any outstanding complaints that I have or my right to have my bill corrected? Am I fine to just put in a switch request? Is there a risk I make my billing mess worse by doing this?


  • QrizB
    QrizB Forumite Posts: 11,418
    10,000 Posts Second Anniversary Photogenic Name Dropper
    Your supplier should let you switch if they don't think you owe them any money.
    This won't stop you continuing to pursue your existing complaint against them.
    N. Hampshire, he/him. Octopus Go elec & Tracker gas / Shell BB / Lyca mobi. Ripple Kirk Hill member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 30MWh generated, long-term average 2.6 Os.
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