Co-op Energy £1900 bill

[bingthesling]

OK so we moved into a new property a year ago and sent our meter readings etc via their online form to notify them.

 

We never received a bill and became aware of this after about 6 months - I accept we could / should have phoned them up to enquire but life and a new child just got in the way and we figured one would turn up sooner rather than later.

 

Anyway, after a year we were stumped that they didn't bother billing us, even if it was to the address and not to us personally, and decided it would be easier to just switch provider which would hopefully force Co-op into sending us a bill.

 

That seemed to work and we promptly got a bill for £1900, a little more than we would have guessed.

 

After several unhelpful calls it was determined that they had no record of us sending anything and so far as they are concerned we are 100% at fault for not notifying them that we moved in.

 

I argued that this is a 2 way street and they have some obligation to invoice their customers or make some effort to get in touch when they are happily supplying electricity & gas to a property.

 

We raised a complaint and they have so far failed to address why they didn't send a bill. All they will say is that they cannot send a bill if they don't have a name, yet the bill they sent is just to the house and our names do not appear on it.

 

For a long time they thought we were trying to get out of paying the bill, but that really isn't the case. I am happy to pay for our supply and to pay a fair price. My complaint is based around the fact that Co-Op didn't receive our attempt to send meter readings, and secondly, made no effort to get in touch to see what was going on - even though they were happy to keep supplying us with Gas & Electric.

 

I am also somewhat irked that they seem to have put us on their most expensive tariff - looking at current prices our bill could have been £450 cheaper on an alternative tarif, something we were denied and it's not a tarrif we agreed to.

 

I appreciate people are responsible for their own actions, so I am cautious of pushing it too far, but at the same time I believe energy companies generally take the pi££ with customers and their has to be some shared responsibility in ensuring bills are manageable and fair and that certainly hasn't been the case with co-op.

 

They have offered us £100 as a goodwill reduction and given us 48 hours to accept it or not; I wonder if anyone has been through anything similar and whether there is possible recourse going through the ombudsman. Is there a burden on Energy Suppliers to get in touch with homeowners? We obviously cannot prove we sent meter readings as these were done online, so no email records or phone records.

 

Ultimately I would be happy to settle on their lowest rate and pay it in full.

 

Edit: During this time we cooperated with people coming around to read the meter, indeed our bill shows 6 meter readings were supplied in this time - 2 meter readings and 4 customer readings (though we didn't call them with these so I assume they were done by the energy company).

Edited September 30, 2016 by bingthesling
Added info

[citizenB]

Is there anyway of proving that you completed the online form ?

 

 

Send Subject Access Request to the company - this should show if they received notification from you. It will cost you £10.00 for all the information they have in connection with your relationship (or not) with them.

 

 

There is a draft SAR request in the CAG Library - green tab - left hand side top of screen.

[Bazooka Boo]

Sorry, just to be clear, how long did it take them to send you a bill? 6 months or longer?

[bingthesling]

Is there anyway of proving that you completed the online form ?

 

 

Send Subject Access Request to the company - this should show if they received notification from you. It will cost you £10.00 for all the information they have in connection with your relationship (or not) with them.

 

 

There is a draft SAR request in the CAG Library - green tab - left hand side top of screen.

 

No no way for us to prove contact - we have none ourselves.

[bingthesling]

It took them just a few days short of 1 year, and this was only after we moved supplier (thus giving notice to Co-op energy)

[bingthesling]

Update: I have phoned citizens advice who say there is nothing we can do, the onus is on us to contact them and they can charge what tariff they like.

 

Gutted.

[Bazooka Boo]

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/complain-about-your-gas-or-electricity-bill-or-supplier

 

How far down the complaints process are you with them?

[Good Sister]

Hello bingthesling,

 

Forgive me for sounding confused but you say:

 

We obviously cannot prove we sent meter readings as these were done online, so no email records or phone records.

 

but then go onto say:

 

indeed our bill shows 6 meter readings were supplied in this time - 2 meter readings and 4 customer readings (though we didn't call them with these so I assume they were done by the energy company).

 

Are you suggesting that you have been able to submit these readings online? Was that through accessing your account or was this done through some generic online form? I wouldn't have thought that they would let you have an online account if they did not have your details but then I also don't see how you would have been able to send meter readings online through a generic form without them being able to connect the dots to previous correspondence.

 

I fully agree with citizenB's suggestion of sending a Subject Access Request. I did this with my former utility supplier when I had an outstanding complaint and was amazed at their incompetence at setting up accounts and keeping me informed of useful information. If you send this off now, you should have this within 40 calendar days from when they receive it.

 

The Energy Ombudsman are a bit useless, but wait for Co-Op to address your complaint before considering taking it further. Co-Op have to reply within 8 weeks or send a deadlock letter.

 

Citizen's Advice Bureau are unfortunately correct in that it is up to the customer to contact a supplier if they are missing their bills and that the supplier can charge whatever tariff they feel like until otherwise notified (it is usual to be placed on a company's standard tariff). Sadly I think this is the answer you will get from the Ombudsman, although the results from the SAR may show if there is any further recourse to be addressed.

 

I really feel for you, energy companies really know how to test a person's patience and press all the wrong buttons. Please keep us posted on what you decide to do next and what response you get from Co-Op.

 

Good Sister.