Can I take this to the ombudsman?

mrsyardbroom

Nine weeks ago I complained to my energy supplier that I wasn't receiving any bills and that there appeared to be over £2000 in my account that I hadn't put there. They explained there was a mix up in the figures after I switched to them in April. They promised to sort the problem out. After some phone calls they did eventually correct the problem of the large amount in my account, however, they still didn't supply me with any bills. I emailed them and rang them and they promised to send the problem to their billing department. Two weeks later and still nothing has been done. Can I take this to the ombudsman? I really need to know how much I'm spending on electricity. I'm 76 and I don't have much income. I can't afford to get into debt but how can I budget for anything when I don't know what's in my account?

FlorayG

Have you first of all escalated to their complaints department?

Gerry1

mrsyardbroom said:

Nine weeks ago I complained to my energy supplier that I wasn't receiving any bills...

You can go to the ombudsman after eight weeks.

mrsyardbroom

FlorayG said:

Have you first of all escalated to their complaints department?

No I haven't. Is this the best thing to do? I feel as if I'm getting nowhere with phone calls and emails.

Gerry1

Best to keep everything in writing. Much better audit trail.

Hoenir

mrsyardbroom said:

FlorayG said:

Have you first of all escalated to their complaints department?

No I haven't. Is this the best thing to do? I feel as if I'm getting nowhere with phone calls and emails.

Unlikely to speed matters up. Be sitting in a work queue waiting to be processed. Has been the summer holidays so staffing levels will have been reduced significantly. 

mrsyardbroom

Hoenir said:

mrsyardbroom said:

FlorayG said:

Have you first of all escalated to their complaints department?

No I haven't. Is this the best thing to do? I feel as if I'm getting nowhere with phone calls and emails.

Unlikely to speed matters up. Be sitting in a work queue waiting to be processed. Has been the summer holidays so staffing levels will have been reduced significantly. 

They've had nine weeks to sort it out. How much longer do they need?

PZ19

Do you have actual meter readings and know your tariff rates?  That will help you work out what your actual cost should be.  When you say £2000 in your account, does that mean there’s a £2k bill or a £2k credit?  I’m assuming it’s a 2k credit seeing as you say you haven’t put it there

mrsyardbroom

PZ19 said:

Do you have actual meter readings and know your tariff rates?  That will help you work out what your actual cost should be.  When you say £2000 in your account, does that mean there’s a £2k bill or a £2k credit?  I’m assuming it’s a 2k credit seeing as you say you haven’t put it there.

They sorted out the 2k error. It was nearly 3k credit by time they got round to it, but they've never sorted the bills. The tariff changed during those months and it's a different day and night rate and standing charge. I don't know what they were. I shouldn't have to work out my own bills.

powerful_Rogue

You shouldn't, but it will give you an idea of how much you will have to pay.

How do you usually pay? Do you have a direct debit going out each month? If so, how much credit have you built up?

Do you have the meter readings from when you switched supplier and the current meter readings? (Day and night)

What tariff are you on?

mrsyardbroom

powerful_Rogue said:

You shouldn't, but it will give you an idea of how much you will have to pay.

How do you usually pay? Do you have a direct debit going out each month? If so, how much credit have you built up?

Do you have the meter readings from when you switched supplier and the current meter readings? (Day and night)

What tariff are you on?

I pay £120 a month by direct debit. I have £600 in the account but 4 payments will come out of that for the bills. I have all the meter readings but I don't know how much I was being charged per unit as the prices changed. I'm on the E.ON Next Pledge Tracker tariff. It's no good trying to work it out on the current rates as they're cheaper than they were.