So Energy refusing to honour agreed tarriff

Molly01902

In September, So Energy offered me a new tariff which I agreed to via email. The contract I was then sent had a different tariff, so I complained. I then received a bill which had a different tariff again, I complained once more.
So Energy have said the tariff I accepted originally and the one in the contract were mistakes, the correct tariff is the one in the bill. This seems unfair as, if they had offered me the ‘bill’ tariff in September, I would have looked for a better deal before the increase in the price cap. Any advice?

QrizB

What are/were the names of these three tariffs?

Are there any exit fees?

Molly01902

QrizB said:

What are/were the names of these three tariffs?

Are there any exit fees?

QrizB said:

What are/were the names of these three tariffs?

Are there any exit fees?

They were all called the same name EV Glenmore

Molly01902

There is an early exit fee with the tariff

QrizB

It's possible that they offered you a version of the tariff intended for a different region, and/or the tariff changed between them sending you the email and you accepting it. We've seen this before.

How much worse off do you expect to be over the duration of the fix, compared to their original offer?

MattMattMattUK

I agree with Qriz, I am guessing a different region as it only appears to have one version and from the way So do their tariffs they change the name rather than create variants. 

What is the difference in the standing charge and unit rates across the three?

Molly01902

QrizB said:

It's possible that they offered you a version of the tariff intended for a different region, and/or the tariff changed between them sending you the email and you accepting it. We've seen this before.

How much worse off do you expect to be over the duration of the fix, compared to their original offer?

They haven’t given those reasons, they said it was a mistake. We were existing SoEnergy customers, and I accepted the new tariff within 30 minutes of being offered it. We will be worse off with the tariff they want us to accept. 

QrizB

Molly01902 said:

We will be worse off with the tariff they want us to accept. 

Yes, but how much worse off? Have you calculated a value?

You can probably raise a complaint and get a small "customer service" payment, £20-£40 or so. If that's sufficient to cover your loss, great.

If it's more like £200 you're probably going to have to go to the Ombudsman and see what they conclude.

Molly01902

QrizB said:

Molly01902 said:

We will be worse off with the tariff they want us to accept. 

Yes, but how much worse off? Have you calculated a value?

You can probably raise a complaint and get a small "customer service" payment, £20-£40 or so. If that's sufficient to cover your loss, great.

If it's more like £200 you're probably going to have to go to the Ombudsman and see what they conclude.

Thank you. I’ll calculate it and then decide whether to ask for a customer service payment or take it to the ombudsmen.