Auto Amazon Links: No products found. Blocked by captcha.
Hayley Jarvis was sent a shock bill of over £5,700 for energy she used over two and a half years ago. The practice of “back billing”, which entails sending a bill for old energy use, was made illegal by the UK energy regulator Ofgem in 2018 for periods over 12 months prior. Radio 4’s Money Box program found that 3,308 people complained to the energy ombudsman about back billing between October 2023 and September 2024. However, the actual number of complaints is likely much higher, as only escalated cases are reported to the ombudsman.
Citizens Advice received 47,000 complaints regarding billing in general in 2023, increasing to nearly 60,000 in 2024, indicating a larger systemic issue. In Hayley’s case, her bill covered energy usage between June 2021 and June 2022. Although the bill was eventually cancelled, it took several days of calls and emails to the company, and Hayley fears that individuals without the means or motivation to challenge back billing could end up paying bills that they do not legally owe.
Another consumer, Matt Lynch, was recent sent a similar bill of £1,665 for energy used three and a half years prior. Despite being informed of an imminent direct debit, he only became aware of the bill after discovering an email in his junk folder. Both Lynch and Jarvis emphasised that back billing rules exist to protect the consumer, but energy companies should be expected to follow their own principles. Regulator Ofgem has committed to reviewing billing regulations, and the industry body Energy UK insists that suppliers have a duty of care to their customers.
Eon Next, the energy company that sent the bills to Lynch and Jarvis, has apologised and claimed that it sends out millions of bills each year, with systems in place to prevent the issuing of back bills. However, in Jarvis’s case, human error was responsible for the bill. Eon Next is reviewing its back-billing procedures to enhance customer service. Citizens Advice suggested that customers in receipt of back bills write to their supplier to dispute the charges and has a template for letters on its site
Read the full article from The BBC here: Read More
Auto Amazon Links: No products found. Blocked by captcha.