CALOR won't respond to me or create an account... what now?

Posted on here a little while ago... basically I moved into my house in May and I have a CALOR owned and supplied LPG tank, previous owner cancelled their direct debit and told them they were moving etc got confirmation on their end. I filled in their movers form, said I'd moved in and I'd like some info on their pricing and sorting an account out. A week after moving in, come home from work to find CALOR have topped my tank with 1600L of LPG, addressed and billed to the previous owners account. Called up and told them this has happened, they said no worries they will send out a welcome pack in the week and get us set up, and the delivery will be put on our account. At this point still don't actually know what I'll pay for the 1600L, how long this might last etc etc. Previous owner rang up and cancelled again, got their account credited back and made sure their direct debit is definitely not going out. 

Now, I have since contacted CALOR 4 more times, once phone and 3 by contact form for a paper trail and I have heard nothing from them. I've even made an official complaint 14 working days ago, and they said they would aim to resolve the problem in 5 working days. I am still without any account details, numbers, figures, anything. No response for the complaint.

Today they have responded to my original (!!!) moving in form from May saying no worries we have you set up as a manual top up so I just have to call to order 500L at a time kind of thing when I want to, no mention of the fact they've given me 1600L of fuel. I know I have 6 years to pay for the bill if they come chasing for it but it is getting a bit ridiculous now. 

What do I do now? I just want to pay my bill and know what my bill will actually be each month so i can plan, budget, look for cheaper elsewhere etc.... I'm putting some money aside each month but frankly I don't know what the cost is actually going to look like which is quite stressful now. 


  • Sorting_Hat
    Sorting_Hat Posts: 123 Forumite
    Name Dropper First Anniversary First Post
    edited 7 August 2023 at 2:54PM
    Have you got alternative quotes from other suppliers? Why not switch to another firm?
    If nothing else getting a switch notice from their rival would spark the existing firm into action.
    Nothing is stopping you from looking at alternative suppliers. 
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