F.A.Q.

Boost PAYG Final Statement F.A.Q

Boost PAYG Final Statement F.A.Q
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Your guide to Boost final statement 

 

Have you recently switched away to a new supplier? Or moved out of a property? Then the next step will be to receive your final statement. This is because your account will go through the ‘validation process’. 

 

The validation process is when your new supplier receives your opening meter reading you provided to them (or that was taken from your smart meter or estimated) on/or around your supply start date. Your new supplier will then send these off to be validated by the central database that all suppliers use.

 

What does a final statement look like?

Here’s an example of a final statement

 

When will I receive my refund?


You will receive your final bill within 6 weeks of leaving us, you will then receive your refund within 10 working days from this date, via cheque. 

What happens if my final balance is under £1?


Under £1 final balances will be donated to the OVO Foundation. If you wish to receive this amount, then get in touch via Facebook or call the Care team on 0330 102 7517, and we can request this for you. 


My final balance is in debt, how can I pay this off? 


Pop the Care team a quick call on 0330 102 7517, and you can make a payment over the phone. 

I can’t afford to pay the debt off in one go, can I pay this in installments?


If you wish to pay debt off in installments then you’ll need to set up a standing order with your bank. You will need to make sure you set it up for the correct length of time to clear the debt. We are unable to cancel standing orders and if they set it for too long you could potentially overpay us. Please see this guide we’ve made on supporting our customers pay for their energy

Why might the final balance on the meter be different to the final statement balance? 


A closing balance may be different to the balance on the day you leave us, as it can take us a little time to update a balance with things like additional costs, debt repayments, or corrections to energy prices (if you were on the wrong tariff for example).

It’s been over 6 weeks, and I’ve not received my final statement….?


Firstly we’re sorry that you’ve not received your final statement within the usual 6 week time frame. We’ll need to investigate what has happened and get this sorted asap. This can happen for reasons such as a reading dispute over the changeover reading. 
 

I’ve received my statement, but I’ve not received my refund? 

 

We’ll need to follow this up with our Specialist team to understand why you’ve not received your cheque. This may be for reasons such as you’ve moved out of your home and we don’t have a forwarding address to send the cheque too. Please get in touch with our team and they can get this sorted for you: 0330 102 7517. This may take up to 6 weeks to be received. 


And that’s it for our guide on final statements. Have we missed anything? Let us know via a comment below. 


12 replies

I’ve been waiting since November 11th 2020 for my final statement. I’ve repeatable been told it’s a system issue. Not very happy. Don’t know what to do next as when I ring I’ve been told it’s not an emergency 

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That’s a long time to be waiting @Leebsey - I’m sorry to hear this.

 

It should normally take up to 6 weeks to receive your final statement, but if there are technical errors, it could delay them. One thing to note is that if there’s a delay, you should be eligible for a Guaranteed Standards of Performance payment of £30.

 

I’d recommend contacting us to see what we can do to push this one through. You can call us on 0330 102 7517 (available 8am - 8pm weekdays, 9am - 5pm weekends), send us a message to our Facebook or Twitter pages, or email us at hello@boostpower.co.uk.

 

It’d be great to get an update on this one to see how you get on.

 

Thanks,

Ed

Hi,

 

i have since had a final statement raised dated Feb 11th stating -273.91 which has stunned me as i have since confirmed that my switch to my new provider went through without any debt/issues and they are unaware of any of this. Boost have never once told me i was in debt or owe any money, i had been on a prepayment meter since being switch from ovo to boost automatically and had a the app set to autotop up when my balance reached below £20. I have rang but nobody can help me or advise what to do, i have raised another complaint for this to be dealt with as nobody is understanding me when i explain how that i can owe any money if i have never been advised once or that my switch went through without any debt assignment protocol and that boost has never once not even by text,letter or phone call that i was in debt to the meters were wrong?

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Hey @Leebsey,

 

If it’s not explainable with the information in this article, or this one that you’ve already commented on, then it’s worth us raising it with a specialist.

 

You should be able to request this by calling the team on 0330 102 7517, but if you’d prefer, you can email us at hello@boostpower.co.uk, or send us a message to our Facebook or Twitter pages.

 

The specialists can check the calculation used to generate the final statement, and see if it’s accurate. The whole process can take around 10 working days, but we’d then let you know of the outcome.

 

Thanks,

Ed

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I’ve just received my final statement from boost and what a bunch of con artists. My app stated £115 of credit on last day with them but they say I’m only getting £71 refund basically £45 difference.  Now this is a smart meter how could there be such a difference in amounts. Would never come back to boost Or recommend them total cowboys 

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Hi @Maddad and thanks for posting this. 

 

That is a large drop in your credit balance. Totally understand why you might be left a bit surprised by that. 

 

As the example final statement below says, the closing balance might be different to your meter or app balance when you left, as it can take us time to update it with additional costs, debt payments or corrections if your energy prices were set up incorrectly on your meter. 

 

The good news is that with a smart meter, you can be sure the readings, the usage, and therefore the costs are accurate. To discuss the bill, our Support team are on hand: 0330 102 7517

 

 

 

Here’s an example of a final statement

 

 

 

I left Boost on April 7th of this year, due to my concerns about the way they were splitting the PAYG balance into gas/electric. I preferred the old system, so decided to leave.

I am still waiting for a final statement over four months later (which means you owe me a penalty payment of £30).

I have sent multiple emails (generic response received every time)

Tried phoning (50+ minute wait time)

Tried the webchat (even more generic responses than the email)

What do I have to do to get a final statement?

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I’m so sorry to hear you’re still waiting on your final statement, @craigknighton.

 

As it’s been four months since you’re switch took place this is now well beyond the 6 week time frame we’d expect to have this sorted. I’ve moved your comment over to our final statement FAQs as there is some helpful advice above - 

 


It’s been over 6 weeks, and I’ve not received my final statement….?


Firstly we’re sorry that you’ve not received your final statement within the usual 6 week time frame. We’ll need to investigate what has happened and get this sorted asap. This can happen for reasons such as a reading dispute over the changeover reading. 
 

It’s really disappointing to hear that you’ve struggled to contact the Support Team to get this resolved. The team should be able to let you know the reason for the delay as there could be a few things that might explain the wait including an issue with the readings we’ve been given to close your account. 

 

Sorry we can’t give a more definite answer here - it’s something that our Support Team will be able to look into with the details of your account. You can reach the team on 0330 102 7517 Monday - Friday 8am - 8pm and Saturdays 9am - 1pm, lines are often quieter later in the week so hope this helps to get this one resolved. :thumbsup:

 

And now a generic response on the forum.

This is the email reply I received from Webchat

 

My name is XXXX XXXX and I have investigated your complaint today regarding your final statement, once again I apologize for the trouble here.

 

A case has been created for you with regards to this and for you to receive your final statement, I understand how much this has been an inconvenience for you, however please allow for sometime for this to be updated for you, we would really appreciate your patience as we are working to make sure you receive your statement.

 

I have raised a complaint on your account. If you are happy with the resolution then you dont need to do anything and the complaint will be closed automatically in 24 hours. 

 

If you arent happy with the above information, then please get back in touch and we will be happy to re-open your complaint and discuss this further with you. You can reply back to this email or give our customer services team a call on 0330 102 7517 (Monday to Friday 8-6 Saturday 9-2).

 

At Boost we have a dedicated complaints process so, if your complaint needs to be escalated, you can find an outline of the process here. If you have any other questions, then please let us know.

 

I hope this has been helpful.

 

How can I be happy with yet another canned response, exactly the same as the other canned responses?

 

I can see that the only way to get anything done about this is to download the complaints template from Citizens Advice, and go directly to the ombudsman.

I've been waiting since 19th July for a cheque, that Boost say I am owed, in regards to my final statement. I have contacted the company at least 6 times now, with various excuses being made each time. When will I recieve it? Thank you.

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I’m so sorry to hear you’re still waiting on a final refund, @ChrisG.

 

I’ve moved your question over to our Boost Final Statement FAQs as there’s some advice above that might be helpful for your situation:

 

 

When will I receive my refund?


You will receive your final bill within 6 weeks of leaving us, you will then receive your refund within 10 working days from this date, via cheque. 


It’s been over 6 weeks, and I’ve not received my final statement….?


Firstly we’re sorry that you’ve not received your final statement within the usual 6 week time frame. We’ll need to investigate what has happened and get this sorted asap. This can happen for reasons such as a reading dispute over the changeover reading. 
 

I’ve received my statement, but I’ve not received my refund? 

 

We’ll need to follow this up with our Specialist team to understand why you’ve not received your cheque. This may be for reasons such as you’ve moved out of your home and we don’t have a forwarding address to send the cheque too. Please get in touch with our team and they can get this sorted for you: 0330 102 7517. This may take up to 6 weeks to be received. 

 

 

It’s disappointing to to hear that you’re still waiting on the final refund cheque and it’s now beyond the expected timeframe for this to be received. Unfortunately without access to your account we’re not able to confirm what might be causing the delay but our Support Team should be able to advise. We’d recommend giving them a call or contacting them via webchat (link to this can be found here).

 

I’m hoping this is resolved quickly for you - let us know if you need any further help, we’re always on hand to give general advice where we can. :ok_hand:

I’m so sorry to hear you’re still waiting on a final refund, @ChrisG.

 

I’ve moved your question over to our Boost Final Statement FAQs as there’s some advice above that might be helpful for your situation:

 

 

When will I receive my refund?


You will receive your final bill within 6 weeks of leaving us, you will then receive your refund within 10 working days from this date, via cheque. 


It’s been over 6 weeks, and I’ve not received my final statement….?


Firstly we’re sorry that you’ve not received your final statement within the usual 6 week time frame. We’ll need to investigate what has happened and get this sorted asap. This can happen for reasons such as a reading dispute over the changeover reading. 
 

I’ve received my statement, but I’ve not received my refund? 

 

We’ll need to follow this up with our Specialist team to understand why you’ve not received your cheque. This may be for reasons such as you’ve moved out of your home and we don’t have a forwarding address to send the cheque too. Please get in touch with our team and they can get this sorted for you: 0330 102 7517. This may take up to 6 weeks to be received. 

 

 

It’s disappointing to to hear that you’re still waiting on the final refund cheque and it’s now beyond the expected timeframe for this to be received. Unfortunately without access to your account we’re not able to confirm what might be causing the delay but our Support Team should be able to advise. We’d recommend giving them a call or contacting them via webchat (link to this can be found here).

 

I’m hoping this is resolved quickly for you - let us know if you need any further help, we’re always on hand to give general advice where we can. :ok_hand:

Thank you for giving me information that I've used, you're as helpful as the support team.

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