Why is this happening? Resolver breaks down the most frequent issues.
If you switch supplier and you’re in credit, your previous provider should transfer your outstanding balance to your bank account.
Unfortunately, we’ve heard from numerous people who’ve had a bad experience.
Many companies have gotten their wires crossed when it comes to paying back outstanding balances – and some consumers feel like they’ve fallen through the cracks.
The best thing to do is to stay patient and keep a record of all your communications with a company. Where possible, get everything in writing.
I know it’s really tempting to pick up the phone and just talk to someone, but this might not do you any favours.
It’s always best to have a written record of any explanations and promises a company has given you.
If you’re still being billed by your old supplier, there are a few things that could be going on:
If it turns out that you’re unlucky enough to be facing option 3) and there was a problem with the switch, don’t panic.
Generally speaking, the problems will be down to:
To check what’s up, have a look at the meter details on your bill.
Compare the gas supply number (meter point reference number) and the electricity supply number (meter point administration number) on your bill from your new supplier to your old one.
If they don’t match up, there has been a mistake somewhere down the line.
Get in touch with your new energy supplier via Resolver to let them know.
It can take between three to four weeks for suppliers to get things sorted.
You should expect any payments made for the wrong supply to be refunded.
We’ve heard numerous reports of energy salespeople selling deals at your door, only for your bills to work out much higher than promised when your energy use has stayed the same.
This shouldn’t be happening.
When energy suppliers try to sell you a deal, they should give you a proper estimate based on your current deal and your energy use.
If you’ve given a salesperson accurate information on your energy use, they should always use it when calculating your estimate and comparison.
If your energy use hasn’t changed since their estimate was made, you shouldn’t expect to pay more than they’d said you would.
If this happens to you, get in touch with your energy provider via Resolver to explain what happened. If you’re certain that your energy use has stayed the same, you should generally expect your energy provider to resolve the matter quickly.
They may need to investigate to make sure that there are no leaks or problems with your property that could be causing higher bills.