Sainsbury’s Energy - Bill Dispute

mhuk01

I recently switched energy supplier and the closing statement with the old supplier included charges from over 12 months previous. I challenged this under the back billing rules. The supplier is saying that the back billing rules only apply if the charges created a negative amount (debit). The account was in considerable credit, which had built up during the previous summer, so they have kept remaining credit of £170. Through back and forth discussion, they have offered £143 of the £170 back and say this is their final offer.

They are also saying that because there was an active direct debit running, the charges were not unpaid but unbilled, so again back billing doesn't apply. I consider they're not following Ofgem's guidelines.

• Should I take it up with the Energy Ombudsman?

• If I do and they rule against me, will I not even receive the £143 offered from Sainsbury’s energy?

• Can I also claim for the time taken sorting this out?

Many thanks

QrizB

mhuk01 said:

I recently switched energy supplier and the closing statement with the old supplier included charges from over 12 months previous. I challenged this under the back billing rules. The supplier is saying that the back billing rules only apply if the charges created a negative amount (debit).

They are correct.

mhuk01 said:

Through back and forth discussion, they have offered £143 of the £170 back and say this is their final offer.

If that's what's left after settling the bill, you should accept it.

mhuk01 said:

I consider they're not following Ofgem's guidelines.

However, it seems they are.

mhuk01 said:

• Should I take it up with the Energy Ombudsman?

• If I do and they rule against me, will I not even receive the £143 offered from Sainsbury’s energy?

• Can I also claim for the time taken sorting this out?

No.

If the £143 is your residual balance, yes. If it's some sort of go-away money, possibly not.

No.

mhuk01

Thanks for the reply.  Do you have a link to why they would be correct about this?

QrizB

mhuk01 said:

Thanks for the reply.  Do you have a link to why they would be correct about this?

Correct about what, exactly?

The rules on back billing are not quite as simple as they first appear. They are intended to prevent suppliers for making you pay for energy from more than a year ago which you have not previously been billed for. However, the rules don't stop them from using money you've already paid to them for this purpose. They can use credit balances, they can adjust previous bills, and they can reverse any credit refunds you've had.

In your particular case, in order fo you to have debts written off under the back billing rules the final bill would have had to be larger than (your last year's bills + your credit balance).

From what you've said, your final bill was less than your account credit, and you are still owed some of it back. The back billing rules aren't going to help you.

See also this post from @MWT:

https://forums.moneysavingexpert.com/discussion/comment/80551673/#Comment_80551673