I left Boost and went with Utilita on 05/01/2021. When I left Boost, my meters combined had a credit of £43.12 left on it. I received my final bill statement a couple of weeks later saying I owe Boost £14.98.
I dont know how this can be as my meters were always in credit. I lodged a complaint as I refuse to pay this when my meters were always in credit. They looked into this again for me and still are saying I owe them £14.98.
I lodged another complaint and was told someone would call me back to explain everything. I havent received this call. I refuse to pay any money to Boost. They owe me money not the other way round.
I think they just dont want to pay me what they owe me. Boost are the worst energy company when it comes to moving to another. I do not intend to pay any money to Boost.
If I dont get any joy with my complaint I will be taking this up with the Energy Ombusdman and get them to look into it. It is a disgrace when i know I do not owe any money when I have been in credit. I do not know what else to do. Please help!!!!!
Best answer by Ed_Boost
Thanks for creating this topic, it’s one that a few customers question, so it’ll be great for others to see as well.
We have to create a final statement for all customers now, whether you pay monthly, or pay as you go, so we generate the final statement within 6 weeks of you switching away, or moving out.
The way this is created is by your new supplier taking a meter reading. This is normally done remotely, so you won’t be asked to provide this. This reading is then passed over to a third party called a ‘data collector’, who checks it with your previous usage to make sure it falls in line. This prevents you from paying twice for any usage between your old and new supplier. If it falls in line, they’ll send this reading back to the new supplier, as well as the previous supplier, who will then generate your final statement using this. If the reading doesn’t fall in line, however, then they may create an estimation that makes more sense with your historical usage.
This is why your final statement may not always match with your final credit balance. 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, so these can factor into a difference in your statement.
You should be able to see a breakdown later on in the statement, which shows how the figure was calculated.
If you have a look at all this, and still don’t agree with the final statement, let us know, and we can raise this with the specialists to review. They’ll check over the calculations to make sure there’s no errors.