Help with my Sainsbury's Energy Bill - different credit amounts

LunaThyme

Hello, to preface I struggle with numbers (dyscalculia) and am not understanding my latest energy bill if someone can help to explain so please be kind  

We recently submitted meter readings for gas & electric and the PDF they sent through says we have £317.26 CR, but the email they sent (see top image) is saying that we only have £20 CR, same on the online account. I can't understand why that might be?

We pay £192.26 DD per month for gas & electric. (sorry the images uploaded in reverse order... overview is at the bottom of the post).

DE_612183

I was thinking - 317.26 less 286.16 and then add in the 10.81 - but that comes to £20.27 not £20.74...

Have you asked them to explain?

PeterGr

You have shown charges and reversals for gas charges, and reversals for electricity, but there doesn't seem to have any electricity charges.

So you need to find / add the missing documents.  There are £296.52 of charges missing to arrive at £20.74.

LunaThyme

Hi Peter, there were no reversals shown on the PDF for electricity than I can see 

LunaThyme

DE_612183 said:

I was thinking - 317.26 less 286.16 and then add in the 10.81 - but that comes to £20.27 not £20.74...

Have you asked them to explain?

Thanks - we will call them I think but I’d like to try and understand how they arrived at that figure first. I’m so puzzled by it!

Hoenir

LunaThyme said:

Hi Peter, there were no reversals shown on the PDF for electricity than I can see 

The usage for electricity is missing. There's pages you haven't posted up. 

LunaThyme

Ok here’s the only PDF they supplied in its entirety with our details redacted obv.

4/4 pages and no electricity mentioned…

PeterGr

Yes, and the arithmetic is consistent to arrive at a credit of £317.26.  But your post says that your balance is now only £20.74.

The electricity charges for this period are not shown on this document,   So where are they?  The estimated annual electricity charges are £927.87, so 4 months charges could easily be £296.52, and your balance would be as shown.

Does your online account not show the change in balance as each fuel is charged?  If not then that's what you want EON to explain.

LunaThyme

Thanks so much. They sent through another email this morning, this time with the elecricity. We're still going to query it though. 

Thanks for your help, I find energy bills very difficult!

BillTee

I think the online account balance is possibly out of sync with statement balance. online may be before statement entries with all the reversal credits etc. Sainsburys are terrible for all the reversals and recharges, which makes it confusing for anyone. I spent ages trying to figure out their calculations. Wait a couple of days and then check online balance, if you haven't already done so.