Disputed bill So Energy massively over-estimated secondary import reading

QrizB

Assuming that So Energy's closing reading for R01 is correct (matches your meter), this part of their reply cannot be correct:

Register 02 was not charged as an additional separate amount on top of your total usage.

If R01 records that you'd used 3300kWh since the meter was installed, and R02 wasn't recording anything, you've only used 3300kWh over that time.

Billing you for 1100 imaginary kWh is simply wrong.

Which stage of their complaints process are you currently at?

https://www.so.energy/help/unhappy

Scot_39

As my post above your register 1 agrees - well slightly less at July 1st on the Octopus bill less than SO were estimating for it - and the register 2 estimated 1112 kWh on top.

That reply from SO is - it strikes me - the sort of response designed to convince a customer something is right - by blinding them with in part plausible sounding "waffle" - IMO the bottom line is they have overestimated and billed you for 1157 kWh you simply did not use.

You cannot IMO have one supplier saying your total import by estimate was c4421 kWh (3309 + 1112) and the other using actual readings from the same working physical meter saying it was only 3263.9 (octopus rate 1 + 0 rate 2 as of July 01 bill - even by end of July with actual smart readings only at 3324.8kWh)

SO as above - how far into formal complaint are you re final bill ?

Again dont see why this wouldn't count as an extension to your standing SO complaint and Ombudsman journey - to avoid the 8 week delay.

Have you contacted the Ombudsman with the Octopus bill real numbers vs the SO estimated ?

endofthegame

Hi @QrizB and @Scot_39

Thanks again for the posts. Really appreciate your input here. It helps have an outside perspective to make sense of this situation, as the SoEnergy responses seem like crazymaking behavior, intended to throw me off the case.

The original EO case (see my first post) was resolved in July, however I have been in touch with the EO via the case messaging system to explain that the outcome has not been satisfactory regarding the final bill. The EO has been in touch with SoEnergy for answers and they've given the EO more of less the same response that I posted yesterday. I've asked the EO whether I should open a new case for this or whether it should be included as part of the follow-up process.

There is the matter of the £200 goodwill payment from the original EO case credited to my SoEnergy bill which I have still yet to receive. Their incorrect calculations of the Estimated Register 02 on the final bill have unfortunately taken a large chunk out of that.

This morning I logged a formal complaint with SoEnergy via email. Having contacted them via email 28th July, 7th August, 17th August, to dispute the final bill, they haven't responded to anything. I spoke to a customer agent over the phone on Tuesday 11th August. The only direct response I got from has been through their online chat service, which I posted yesterday. This is unfortunately how they treated me while I was a customer, and this was also the reason they made the goodwill payment previously:

In recognition of the prolonged duration of the issue, the incorrect billing, the poor communication and consistent shortfalls in the service throughout, So Energy proposes a goodwill gesture of £200.00 credit to the account balance. 

endofthegame

Hi to all who have posted - thank you again for your posts and help with this issue.

I received no direct response to my emails to SoEnergy - however, the Ombudsman kept on chasing them (they didn't reply to him for several weeks, which even the EO found frustrating) and finally received an outcome:

"I can confirm that we have billed the second rate to 0 usage. We have done this by maintaining the opening estimate received for the second rate but then maintaining that reading throughout the account. This has left a balance of £166.59 to be refunded to Mr. Endofthegame, which I have arranged to be refunded. This refund should be processed by our Payments team within the next 2 working days and then be with Mr Endofthegame a maximum of 7-10 working days following that."

So a success - but it still required a lot of persistence to with them over nearly two months of frustration and no responses, worthy of another good will payment. So will look out for the new bill soon - I still wonder if they have managed to resolve the discrepency with the first rate usage (which was higher on their bill than the opening reading by Octopus)