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Being Charged £5500 from Electricity Company! Help!
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Hi Guys
I moved to a new house in August 2024. The energy supplier at this property was Positive Energy (PE). As soon as I moved in, I contacted British Gas, who supplied my previous home, and requested a switch to them. However, they told me that PE had rejected the transfer. When I contacted PE, they said the previous tenant had an unpaid bill and that they were investigating. They told me they would update me within 72 hours.
Seven days later, PE requested several documents, including: Lease agreement, Copy of business insurance, Proof of transaction under a business name. It became clear that PE is a business energy supplier, and I assume the previous tenant was operating a business at the property. However, I am a domestic customer.
I responded saying that I cannot provide any business documents as I am not a business.
However, they replied saying they still required all the documents in order to proceed. Its almost as it they didn't read my email. I sent another email saying that I cannot provide all the documents.
They then acknowledged that the documents had been received and that the query was under review.
No reply until 20 March 2025
On that day, I recieved an email stating there is a change in tenancy and they have created an account in my name. They said I was in a deemed contract. The rates are absolutely absurd. The Standing Charge is 150p/day and the Base Day Rate is 35p/kWH.
On 2 April, I received an email saying my account was overdue. On 10 April, another email claimed I owed £2,500. This is clearly unfair—I had attempted to switch suppliers months earlier, and now they were charging me £2,500 for eight months of usage.
On 19 April, I received a letter stating that my supply would be disconnected, and that the outstanding amount had increased to £2,850. I submitted a complaint via their website explaining my situation and highlighting that it was unfair for them to delay the change of tenancy and then backdate charges. I also said I was willing to pay but needed a fair resolution. They responded by saying the previous tenant vacated in February 2024, and the property remained vacant until I moved in. They claimed the landlord confirmed in February 2025 that I moved in during July 2024, which allowed them to process the Change of Tenancy from that date.
On 30th April, I sent an email saying that the charges are estimated and I require recalculation of my bill. They replied on 7th May and asked me to upload a meter reading.
On 12 May, someone from the disconnection company came to the house. Thankfully, they were there to help resolve the issue, not disconnect. I explained the situation, and they agreed PE was difficult to deal with. They took a meter reading and left.
Shortly afterward, PE added £500 to my account for the disconnection visit. They also added 7 separate late payment charges of £50 each in April—even though the issue was still being investigated.
At this point, I was fed up and decided I would try to settle the bill. I requested a payment plan. They offered the following: 25% upfront (£750) The remaining balance paid in four monthly installments of £550 Only after agreeing to this plan could I switch suppliers.
I told them I could manage the upfront payment with difficulty, but I could only afford £50 per month afterward, as I would also be paying the new supplier's bill. They said that was not possible, and their offer was final.
This company is scamming me.
Am I responsible for charges backdated to before they recognised the change of tenancy, especially since they delayed it themselves?
Is it lawful to add multiple duplicate late fees during an ongoing billing dispute?
Can they charge me £500 for a disconnection visit, even when the visit wasn't for a disconnection?
What can I do to get the charges reduced or fairly recalculated, and are they violating any consumer protection or Ofgem rules?
What can I do? Please help.
More information
My Invoices ( I have altered the values by a bit in name of anonymity)
29/07/24 - 31/07/24
£28
01/08/24 - 31/08/24
Standing Charge - £50
Day Unit Rate - 585 kWh - £215
£275
01/09/24 - 30/09/24
Standing Charge - £45
Day Unit Rate - 618.00 kWh - £270
01/10/24 - 31/10/24
Standing Charge - £45
Day Unit Rate - 716 kWh - £260
01/11/24 - 30/11/24
Standing Charge - £45
Day Unit Rate - 795.00 kWh - £290
01/12/24 - 31/12/24
Standing Charge - £45
Day Unit Rate - 880kWh - £320
01/01/25 - 31/01/25
Standing Charge - £45
Day Unit Rate - 880kWh - £320
01/02/25 - 28/02/25
Standing Charge - £45
Day Unit Rate - 740 kWh - £270
01/03/25 - 31/03/25
Standing Charge - £45
Day Unit Rate - 330 kWh - £124
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
01/04/25 - 30/04/25
Standing Charge - £45
Day Unit Rate - 290 kWh - £150
06/05/25 - 06/05/25
Pre-Disconnection Visit Charges £500.00
01/05/25 - 31/05/25
Standing Charge - £55
Day Unit Rate - 4450 kWh - £1870
Previous Read Date: 30/04/2025
Previous Read: 11720.30
Read Type: E
Current Read Date: 31/05/2025
Current Read: 16178.10
I don't know how the consumption is that high for the month of May. What do I do for this?
I moved to a new house in August 2024. The energy supplier at this property was Positive Energy (PE). As soon as I moved in, I contacted British Gas, who supplied my previous home, and requested a switch to them. However, they told me that PE had rejected the transfer. When I contacted PE, they said the previous tenant had an unpaid bill and that they were investigating. They told me they would update me within 72 hours.
Seven days later, PE requested several documents, including: Lease agreement, Copy of business insurance, Proof of transaction under a business name. It became clear that PE is a business energy supplier, and I assume the previous tenant was operating a business at the property. However, I am a domestic customer.
I responded saying that I cannot provide any business documents as I am not a business.
However, they replied saying they still required all the documents in order to proceed. Its almost as it they didn't read my email. I sent another email saying that I cannot provide all the documents.
They then acknowledged that the documents had been received and that the query was under review.
No reply until 20 March 2025
On that day, I recieved an email stating there is a change in tenancy and they have created an account in my name. They said I was in a deemed contract. The rates are absolutely absurd. The Standing Charge is 150p/day and the Base Day Rate is 35p/kWH.
On 2 April, I received an email saying my account was overdue. On 10 April, another email claimed I owed £2,500. This is clearly unfair—I had attempted to switch suppliers months earlier, and now they were charging me £2,500 for eight months of usage.
On 19 April, I received a letter stating that my supply would be disconnected, and that the outstanding amount had increased to £2,850. I submitted a complaint via their website explaining my situation and highlighting that it was unfair for them to delay the change of tenancy and then backdate charges. I also said I was willing to pay but needed a fair resolution. They responded by saying the previous tenant vacated in February 2024, and the property remained vacant until I moved in. They claimed the landlord confirmed in February 2025 that I moved in during July 2024, which allowed them to process the Change of Tenancy from that date.
On 30th April, I sent an email saying that the charges are estimated and I require recalculation of my bill. They replied on 7th May and asked me to upload a meter reading.
On 12 May, someone from the disconnection company came to the house. Thankfully, they were there to help resolve the issue, not disconnect. I explained the situation, and they agreed PE was difficult to deal with. They took a meter reading and left.
Shortly afterward, PE added £500 to my account for the disconnection visit. They also added 7 separate late payment charges of £50 each in April—even though the issue was still being investigated.
At this point, I was fed up and decided I would try to settle the bill. I requested a payment plan. They offered the following: 25% upfront (£750) The remaining balance paid in four monthly installments of £550 Only after agreeing to this plan could I switch suppliers.
I told them I could manage the upfront payment with difficulty, but I could only afford £50 per month afterward, as I would also be paying the new supplier's bill. They said that was not possible, and their offer was final.
This company is scamming me.
Am I responsible for charges backdated to before they recognised the change of tenancy, especially since they delayed it themselves?
Is it lawful to add multiple duplicate late fees during an ongoing billing dispute?
Can they charge me £500 for a disconnection visit, even when the visit wasn't for a disconnection?
What can I do to get the charges reduced or fairly recalculated, and are they violating any consumer protection or Ofgem rules?
What can I do? Please help.
More information
My Invoices ( I have altered the values by a bit in name of anonymity)
29/07/24 - 31/07/24
£28
01/08/24 - 31/08/24
Standing Charge - £50
Day Unit Rate - 585 kWh - £215
£275
01/09/24 - 30/09/24
Standing Charge - £45
Day Unit Rate - 618.00 kWh - £270
01/10/24 - 31/10/24
Standing Charge - £45
Day Unit Rate - 716 kWh - £260
01/11/24 - 30/11/24
Standing Charge - £45
Day Unit Rate - 795.00 kWh - £290
01/12/24 - 31/12/24
Standing Charge - £45
Day Unit Rate - 880kWh - £320
01/01/25 - 31/01/25
Standing Charge - £45
Day Unit Rate - 880kWh - £320
01/02/25 - 28/02/25
Standing Charge - £45
Day Unit Rate - 740 kWh - £270
01/03/25 - 31/03/25
Standing Charge - £45
Day Unit Rate - 330 kWh - £124
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
10/04/25 10/04/25
Late payment Charges - £50
01/04/25 - 30/04/25
Standing Charge - £45
Day Unit Rate - 290 kWh - £150
06/05/25 - 06/05/25
Pre-Disconnection Visit Charges £500.00
01/05/25 - 31/05/25
Standing Charge - £55
Day Unit Rate - 4450 kWh - £1870
Previous Read Date: 30/04/2025
Previous Read: 11720.30
Read Type: E
Current Read Date: 31/05/2025
Current Read: 16178.10
I don't know how the consumption is that high for the month of May. What do I do for this?
1
Comments
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Is the company? PE Solutions | Business Energy Supplier
If yes, then they are a business supplier and do not cater for retail clients. Did the house ever run as a business?
You should be capped at a certain rate as a retail customer, I think it is about 27p per kWh and a standing charge of about 60p a day depending on where you live.
Have you told them that you are a retail customer and not a business?1 -
I have told them many times over the phone and email that I am a domestic supplier. But the rates they are charging me are for deemed contracts. I don't think the cap applies to deemed contracts
. 0 -
Is that your reading or PE's and if so Actual or Estimated. ?Read Type: E
Current Read Date: 31/05/2025
Current Read: 16178.10
I don't know how the consumption is that high for the month of May. What do I do for this?
What is the reading today ? If it's under 16178 ring PE and give them the reading.
Have you raised a formal complaint against PE ?Never pay on an estimated bill. Always read and understand your bill1 -
............, I On that day, I recieved an email stating there is a change in tenancy and they have created an account in my name. They said I was in a deemed contract. The rates are absolutely absurd. The Standing Charge is 150p/day and the Base Day Rate is 35p/kWH. an email stating there is a change in tenancy and they have created an account in my name. They said I was in a deemed contract. The rates are absolutely absurd. The Standing Charge is 150p/day and the Base Day Rate is 35p/kWH.
For a business tariff not particularly expensive.
FYI the Energy Ombudsman now has Business Suppliers in it's remit.
Never pay on an estimated bill. Always read and understand your bill1 -
You should be able to switch from the day you moved in. Don’t pay them a penny.0 bonus saver
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I think you are confused as to what a deemed contract is. It just means when you have moved into the house and start using the electricity you are "deemed" to be supplied by whoever the current supplier is until you switch to someone else and this applies to domestic customers as well (I was on a deemed contract when I moved into my house and I switched on the same day as moving it).SenseiBob said:I have told them many times over the phone and email that I am a domestic supplier. But the rates they are charging me are for deemed contracts. I don't think the cap applies to deemed contracts.
They do NOT, as of 22nd January 2025 hold a licence to supply domestic customers. Since then they can only supply businesses.
This is explained on their own website here - Licence Restriction Information | PE | Energy Solutions
They clearly state - "While you are on a deemed contract you are free to switch at any time, with no cancellation fees or notice required. Just contact a domestic supplier of your choice and they will take care of your switch." They have not done that as you tried to switch to BG and they prevented this. Have you got proof of this? that will probably be important.
You need to immediately submit a complaint to PE, tell them that you want the account to be closed or transferred to a domestic supplier immediately and warn them that you think that the charges could be unlawful. Make it clear in the complaint that you are a domestic customer and always have been. Maybe send it in writing as well as email or however you contact them.
Give them time to investigate the complaint and if they have not done so to your satifisfaction then get them to send you a deadlock letter (or wait 8 weeks from raising the complaint) You can then go to the Ombudsmen (0330 4401624) - their website is Resolve Energy Complaints | Energy Ombudsman.
You have been treated appallingly in my opnion.
6 -
SenseiBob said:
I moved to a new house in August 2024. The energy supplier at this property was Positive Energy (PE). As soon as I moved in, I contacted British Gas, who supplied my previous home, and requested a switch to them...
No reply until 20 March 2025...First, let me say that I would hope that a complaint and if necessary taking this to the Ombudsman should get this sorted out as once the supplier had been told that you were a residential customer they should have facilitated the switch.However, for future reference, those two points from your post above have not helped you...The first call should have been to the existing supplier at your new address to open an account before switching.If that had happened you would have immediately discovered the problem as they could not open a residential account and things might have proceeded differently.The second point is that once you knew they were a business supplier you should not have waited more than a day or two to get things moving, waiting 8 months was a huge mistake...Hope it all works out for you though.2 -
I have checked my meter reading now and the IMP R01 is 37,963.1 kH/h. Im confused, how their current read is 16178.10.Robin9 said:
Is that your reading or PE's and if so Actual or Estimated. ?Read Type: E
Current Read Date: 31/05/2025
Current Read: 16178.10
I don't know how the consumption is that high for the month of May. What do I do for this?
What is the reading today ? If it's under 16178 ring PE and give them the reading.
Have you raised a formal complaint against PE ?
Read Type E means estimated right?
Are they estimating my meter readings completely wrong?
0 -
Thank you for taking your time to reply.
I've made this complaint to them multiple times and this is what they emailed me:"Dear Valued Customer,
We appreciate you bringing your concerns to our attention.Would like to infrom you that we have already taken steps to investigate the period before your tenancy began. We contacted the previous tenant and received the surrender deed, agreement, and landlord details. These documents confirm that the previous tenant vacated the premises on February 12, 2024, and the site remained vacant from February 13, 2024, until you took over on July 27, 2024.
Further, we also received confirmation from the landlord in February 2025, which allowed us to proceed with the Change of Tenancy under your name from 29/07/2024.
Based on the information provided, we have now closed this query.
Thank you for choosing Pozitive Energy.
Best Regards, "They keep on closing the query so that I cannot reply back. They are so frustrating!
0 -
In my case, they’ve told me I can only switch to another supplier if I agree to their payment plan first. The problem is, the payment plan is not feasible for me — so effectively, they’re blocking the switch unless I pay up front.Peter999_2 said:
Do I just make the complaint to the Energy Obudsman. As I have complained before.
I heard the EO aren't very good and take very long to investigate.0
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