Energy Co bungled bill, now large debt

softekcom

My 'belief' that the dual fuel bills were correct is based on the fact that they were generated from actual readings, not estimates.  But then the bills for the dual fuel account are no longer accessible as the account was closed by the EC. Why - I have no idea.

And then they produced ESTIMATED bills for two separate accounts, bungling the dates.  The electricity bill start date was 27/06/21 (9 months before I moved into the property).  They corrected this date after I submitted rent agreements for my previous and this particular address.
And, yes, I did ask the energy company for details for months - no response.
That's when i complained to the ombudsman.

From your post it sounds like energy companies can:

1) Close an active account without informing the customer and send a partial refund without explanation
2) open new, separate gas & electricity accounts
3) retrospectively replace the dual fuel account bills (based on actuals) with bills (for the new accounts) based on estimates
4) Give no details when asked
5) Send debt collectors instead

I suspect the EC could be breaking some consumer rights laws here. 

Spoonie_Turtle

I was about to suggest an SAR, asking for all details/records held for your old account, and I see Scot_39 has also suggested that which confirms it probably is a reasonable thing to try.

softekcom

Spoonie_Turtle said:

I was about to suggest an SAR, asking for all details/records held for your old account, and I see Scot_39 has also suggested that which confirms it probably is a reasonable thing to try.

Yes, it seems so.  Had I known this was possible I would have asked for this before going to the ombudsman. Thanks.

MeteredOut

softekcom said:

Spoonie_Turtle said:

I was about to suggest an SAR, asking for all details/records held for your old account, and I see Scot_39 has also suggested that which confirms it probably is a reasonable thing to try.

Yes, it seems so.  Had I known this was possible I would have asked for this before going to the ombudsman. Thanks.

Learnings for others from this thread

- Always keep copies of your bills - don't assume you'll always be able to get them your suppliers website
- Ask for advice on this site before raising a complaint with the ombudsman - many have been through the process

softekcom

Consumers really shouldn't have to have such an adversarial relationship with utility suppliers.  We should not have to maintain files with all these details on all our various accounts just to ensure we don't get taken for a ride.  The whole point of smart meters was to avoid this. Something is seriously broken.

QrizB

softekcom said:

My 'belief' that the dual fuel bills were correct is based on the fact that they were generated from actual readings, not estimates.  But then the bills for the dual fuel account are no longer accessible as the account was closed by the EC. Why - I have no idea.

You should have meter readings from when you moved in (supplied to you by your landlord, possibly written on your contract or inventory) and from when you moved out (you will have supplied them to your landlord, and to your energy company).

What are these readings?

softekcom

This has nothing to do with feelings.   All the bills until Feb 2023 were for varying amounts as they were based on actual consumption which varied.  But I agree that it was a mistake that I failed to keep copies of the bills. I never saw this coming. The bills were not high as I sometimes travelled, the house was empty in December every year and during the summer.
How many of us consumers can imagine that an active account that is regularly billing on actuals, that is always paid, can get closed all of a sudden, without warning, and is partially refunded?  And two new split accounts opened that retrospectively bill on ESTIMATES for a whole year?  No actuals/readings have been provided for the bills I am being chased for, and having moved house I no longer have access to the energy company's app. 
I don't know about you, but I think this is incredible!

born_again

What you have to remember is that a Monthly DD is not paying a bill, it is just a credit to your account. 
Even though you had a smart meter, did you not take a reading when moving in & again on moving out. So that you know the usage between the 2 dates?

One of the 1st MSE teachings is never rely on anyone else to do something you can & should do yourself to protect yourself 👍

softekcom

The direct debit was for the billed amount.
Yes, I did note the readings.  But I noted this in April 2023.  I had no idea I was being chased for money until I got a debt collection letter in October 2023 at my new address, by which time I had lost it.  I asked the lettings agent if they had kept the readings - i thought they would have them - but they too did not have them. 

softekcom

One month deadline for the SAR now missed by the energy company.  Do I make a complaint?