Endless Struggles With Misbehaving Energy Firms: What You Need to Know

The energy sector is consistently a source of high drama. Known for crafting stories filled with unexpected developments and shockers, these companies have a long history of manipulating their beleaguered clients. Presented here are three narratives guaranteed to keep you riveted.

Act I

In Oxford, 90-year-old AB is navigating a maze of confusion. His energy provider, Ovo, can’t seem to track whether they have processed his monthly electricity payment. Initially, after several demands for the £99.62 payment, they acknowledge receiving his check the prior month. However, two months later, they claim the £99.62 remains unpaid and slap on a £15 late payment charge.

When it’s time for AB to make his next payment, he opts to pay via phone, totalling £129.19, and requests a receipt. Instead, he receives a letter accusing him of failing to pay and demanding the same amount plus another £15 late fee.

AB protests the claims; OVO threatens to start legal proceedings. The payment made by card is never processed.

A consumer advocate steps in. Dealing with Ovo is akin to grappling with a ghost. Their initial response faults AB for the supposed invalid cheque of £99.62, even though it was cashed. They also declare the payment of £129.19 invalid, though it was made by card. Strangely, they offer to “write off” the £238 they claim has accumulated, even as they insist AB is to blame.

Upon further inquiries, they deny ever receiving the £99.62, contradicting their earlier written confirmations, and claim the £129.19 was only partially settled by cheque. I challenge them again, and this time they admit the payment was made by card but left a balance due. Despite previously stating they would write off the balance, they now offer a “generous goodwill gesture” for the “inconvenience,” laying the blame squarely on him. Eventually, the account is corrected, legal threats are withdrawn, and it seems settled. But then…

A month later, AB sends another cheque for £140, triggering three weeks of demands for this amount. OVO explains that “uncontrollable delays” prevented them from cashing the check and offers to waive the £15 late fee as a “goodwill gesture”. At this point, I’m exhausted.

Act II

In Shepperton, Surrey, an 81-year-old widower, DG, discovers during a routine boiler check that he’s been paying for someone else’s gas ever since he switched to E.ON Next four months ago. The issue is attributed to a meter confusion. It’s unclear who’s been paying for DG’s actual usage, but it’s certainly a bargain for them, considering he only spends three days a week at home. E.ON is sluggish to respond.

They inform him that resolving the mix-up could take up to 20 months due to a backlog of similar cases. They vaguely suggest his situation might be due to various factors and, three months after his initial report, admit they are just beginning their investigation, which they hope to complete “promptly.” Despite some customer service agents optimistically suggesting it could take only 14 to 18 months.

Meanwhile, they ask him to keep submitting meter readings to ensure “accurate” billing, a request that baffles me since the readings aren’t even for his use. My involvement leads to a scheduled technician visit, which is missed. Five weeks later, another appointment is set up, and again, no one shows. Unexpectedly, a technician does show up one day, and his meddling leaves DG without heating or hot water. E.ON denies responsibility as the visit was unsanctioned. Finally, the issue is resolved, remarkably only six months after being reported.

Act III

Moving to Worcester, WL, daughter of the late Walter Turner (a pseudonym), is trying to reclaim a substantial £1,896 credit from his British Gas account. She’s been attempting this for nine months.

British Gas initially acts quickly, sending a cheque made out to “Mr Estate of Walter Turner,” which obviously cannot be cashed.

Despite WL‘s repeated requests for the cheque to be reissued in her name, as she is the executor, British Gas fails to comply each time. Eventually, following media attention, empathy from the corporate giant emerges. The corrected cheque, along with a £75 apology, is sent within a week of my involvement.