Previous Energy Supplier Harassment

KatzBleeker

Hello, I’m hoping to get some help from the forum regarding an issue that has been ongoing for a while now! See below; 

This summer my partner and I moved into our first home, on the first day I took all meter readings (with timestamped photos) then a few days later got in touch with the supplier at the time (OVO) to confirm the readings and highlight that I planned to switch to Octopus Energy. They were fine with this and explained that I would receive a final bill in the next few weeks. Weeks went by and sure enough I received a bill, however they were charging me £111.69 for 6 days worth of energy (baring in mind this was at the beginning of summer and we had no major appliances such as TVs, a fridge, etc.). I queried how they got to this price and eventually after a fair bit of back and forth (and many minutes on hold!) I managed to get the cost reduced to £10.96. I paid this via bank transfer using the details provided… case closed right? Unfortunately not! 

Since sending the £10.96, I’ve had letters sent to my address demanding I pay the £111.69 or debt collectors will get involved. I have called them about this and been assured it was going to be sorted as I had paid the required £10.96. Today we’ve been welcomed through the door by a letter that states ‘we are handing your account over to a third party’ and that the bill is now £131.69 as it now includes £20.00 to cover the cost of collections. 

I now consider this to be harassment as I’ve done everything in my power to solve this issue. The fact they are handing it over to a third party has put a lot of unwanted stress on us both and could also impact our credit score (despite the fact we’ve paid the required amount). 

Could I please have some advice as to what to do? I have photo evidence of readings, phone call reference numbers and email chain correspondence all backing up what I’ve explained above. Thank you. 

EssexHebridean

First things first - on your final bill, did the meter readings and dates match with what you had given when you first made contact. if not, what was their reaction when you alerted them to this, or was that the reason for the amended amount? If so, presumably you had an amended final bill. 

well done on having photo evidence of the readings you gave originally too - it's surprising how many folk don't think to hang onto those until they've got confirmation that things are all OK. 

ArbitraryRandom

First I suggest you stop phoning them - With a phone call, unless you request the call recordings before they are deleted, you have no record of what was discussed or agreed. Some say it should all be snail mail, but email gives you proof of both sides of the conversation (and is faster). 

Re your emails, it's a little unclear as to if you've made a formal complaint?
It's also not clear if you were able to switch suppliers, or if your move was blocked by the debt?  
I'm also assuming this debt is in your name based on incorrect meter readings being used (not 'to the occupier' or for the previous resident)?  

But, for actions you can take - If there's anything that could be reasonably considered a logged complaint, I would suggest contacting them (by email) and say that since this issue has been ongoing for longer than 8 weeks you will now escalate to the ombudsman. 

Then open an ombudsman case https://www.energyombudsman.org/ - submit your evidence (the ombudsman doesn't investigate so you have to document and prove everything you say). Depending on the specifics, this could include things like:

- Proof of when you took over the property, plus the pictures of your opening readings
- the date you completed your switch and closing readings, plus your opening bill at your new supplier showing they accepted the closing reading. 
- the incorrect 'final bill' from Ovo
- the agreement from Ovo that the bill was incorrect and proof of payment of the new amount 
- the ongoing debt collection activity and any admission from Ovo that the activity was in error
- any documentation of the time taken by you to resolve this issue. 

Your complaint would be billing and customer service failings; your requested resolution would be for the debt collection activity to stop immediately, any entry on your credit file to be corrected; and for ovo to compensate you for the time and inconvenience this has caused (I'd start at £60, but maybe increase to £100 depending on what has actually been required from you in terms of seeking resolution). 

If you do get contacted by a third party debt collection, you need to tell them that the debt is in dispute and they should stop chasing you. 

tacpot12

If you can prove (as per EssexHebridean's advice) that you have paid all you owe, make a formal written complaint - check their complaint procedure online and write a letter. Don't call or email.