Atlantic not accepting readings at price rise

Gavioli_UK

I gave Atlantic readings on 31st March (day before price rise), and then a reading a few days after billing date of 11th April but they will not accept them. They are insisting on using the 31st March reading and pro-rata the consumption on a staight average charging me for units used before April 1st at the higher rate. I have brought it to their attention with the following reply:-

"As we have in place billing schedule's and reading routes on customers accounts, we use the pro rata calculation in the event of a price change. The schedule's cannot be amended as this will affect the dates on future bills, along with the dates we read the meters.
Your bill period for the quarter in question is from the 20th January to the 11th April 2008 and we are not able to produce two bills for this period.
I appreciate the advice from Energy Watch with regards to taking readings on the day of a price change and we are more than happy to adjust your accounts accordingly if there is a credit due.
I trust this clarifies the situation, however if you have any further question please let me know."

I am not asking them to produce two bills. Anyone else encountered the same problem?

mute_posting

Are you saying they used the reading given on 31st March as the figure for April?

"Usually" how companies deal with price rises is if you have an actual (billed) reading before the rise (i.e. one they have issued a bill for) and one after, the average the consumption over the number of days.

i.e.

Billed reading on 01/01/08 of 10000 units

Billed reading on 01/04/08 of 10900 units thus 900 units used over 90 days

If there was a price change on 01/02/08 they would bill 30 days average usage (total 300 units) at the old rate and 60 days average usage (total 600 units) at the new.

I think the only way they would take your reading into account would be if you had online billing that required you to supply readings periodically.

If that makes sense?

If you post your readings and what they have billed it may make things clearer...

MP

Cardew

As I read it Atlantic are being correct and open.

They will produce a bill for the period to 11 April and give a pro-rata estimate for 01 April. This is presumably because the computer program cannot accept 3 readings for the same bill(start/01 April/11April).

However they have accepted that if their estimate on 01 April is incorrect they will then compensate you for any discrepancy. Or(if you insist) charge you extra if the estimate worked in your favour!!!

Gavioli_UK

Cardew wrote: »

As I read it Atlantic are being correct and open.

They will produce a bill for the period to 11 April and give a pro-rata estimate for 01 April. This is presumably because the computer program cannot accept 3 readings for the same bill(start/01 April/11April).

However they have accepted that if their estimate on 01 April is incorrect they will then compensate you for any discrepancy. Or(if you insist) charge you extra if the estimate worked in your favour!!!

Thank you Cardew for taking an interest in my problem.

I have just looked at my bill online, and Atlantic still have not amended the split of units used. I calculate I have been overcharged by £4.75.

SwanJon

That's a huge amount to be overcharged.
I don't know the unit rates, but if the p/kWh increased by 2p, their reading would need to be 238 kWh out. If the start and end (11 April) reads were accurate and their read is this far out, there must have been a change in your consumption pattern.

As to amending the split, they didn't say they would do that, they said they would ' amend your account'. this may mean they would apply an equivelant credit.