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On 26 January we have been despatched an estimated vitality invoice for greater than £1,000 by SSE which is roughly 3 times our traditional utilization. Once I identified it that we had despatched readings and the estimate was too excessive, the invoice was revised as much as £5,043.
We provided SSE with meter readings once we moved into the property in 2019 and have despatched it common updates, typically as images, so it’s doable to see precisely what our utilization has been over the previous three years.
Nevertheless, there has typically been an enormous discrepancy between the precise readings and SSE’s estimated ones. We defined this to numerous departments and have been just lately advised that our account had been handed to again billing and “last calls for” could be suspended.
At the moment we obtained a authorized motion warning discover letter which advised us to pay now “or it’s possible you’ll lose your electrical energy provide”. It additionally warns SSE might “put a file of your fee default in your credit score file”.
We want somebody to assist type out this significant issue as we’re being threatened with bailiff motion over cash we can’t presumably owe.
CW, Sunbury-on-Thames
What a large number – however one we have now been in a position to clear up. The surprising invoice you obtained was a “catchup invoice” issued after SSE’s again billing workforce established that the estimated readings your account has been based mostly on because you moved in have been decrease than they need to have been.
Underneath again billing guidelines a provider can’t cost for vitality used greater than 12 months in the past if you weren’t appropriately billed for it. This reconciliation course of has resulted in a £3,285 credit score to your account which, together with funds you could have made, has decreased the quantity owed to £1,274.
A spokesperson for SSE Vitality Companies, which since 2019 has been owned by Ovo Vitality, mentioned: “We’re very sorry for the shortfalls in service this buyer skilled.”
SSE has provided a £200 credit score as a goodwill gesture which you accepted albeit grudgingly. You say SSE’s customer support “failed in each approach” and really feel your complaints have been solely taken critically as soon as we bought concerned.
We welcome letters however can’t reply individually. Electronic mail us at [email protected] or write to Client Champions, Cash, the Guardian, 90 York Manner, London N1 9GU. Please embrace a daytime telephone quantity. Submission and publication of all letters is topic to our phrases and circumstances
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