F.A.Q.

My final bill is different to my final balance - why?

  • 28 January 2021
  • 7 replies
  • 221 views
My final bill is different to my final balance - why?
Userlevel 1

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!!!!!


7 replies

Userlevel 5
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Hey @bellh1980,

 

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.

 

You can drop us an email to hello@boostpower.co.uk, or if you’d prefer, send us a message to our Facebook or Twitter pages.

 

Thanks,

Ed

Userlevel 1

Hi Ed

 

I thank you for your reply and I am certainly not happy with my final bill. I do not intend to pay Boost any money as I was over £40 in credit when I left. I should not have been charged any extra other than the energy I used on 4/01/21 as was put on to credit mode for that day. Also I noticed when checking on the app I was still being charged the standing charges for both meters after I left. This should not have happened either. I repeat I AM NOT PAYING ANY FURTHER MONEY TO BOOST so I wish this to be sorted properly.

Userlevel 5
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@bellh1980 - regarding the additional standing charges on the app, this won’t have been taken into your account when the final statement was generated. The statement will have taken into account everything up to the final day you were on supply with us, and no more. It sounds like the app wasn’t closed correctly when the rest of the account was, meaning it still showed a standing charge being deducted.

 

If you do get in touch to dispute this through one of the channels I mentioned above, it would be great to get an update here on how you get on, as it’ll be very helpful for those facing the same issue.

 

Thanks,

Ed

Userlevel 1

Hi Ed

I did as you said and emailed a week ago today (wednesday 3/2/21) and I havent even had any contact from Boost. This is disgraceful. They are obviously just ignoring me and dont want to sort this out. I will never be a customer of Boost again should I opt to move energy companies again. They are the worst for customer service and dont want to help anyone except themselves.

 

Userlevel 6
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We’re replying to emails that are under 24 hours, @bellh1980 - so I’m really not sure what has happened here. 

 

I’ll send you a private message to get some details from you and we can go from there. 

 

Thanks,
Tim

Userlevel 1

Hi Tim. I sent a further email to Boost as you said on 16/02/2021 and I am no further forward with this. I have had no further contact from Boost at all. They havent answered any of my emails. They havent called me. Their customer service is practically non existant and dont care about sorting this out with me. Bad bad bad experience and I do not intend to ever go back to boost in the future.

Userlevel 5
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@bellh1980 - do you have a Facebook or Twitter account? If so, it may be worth sending us a message to our Facebook or Twitter pages. Whilst we can’t guarantee immediate responses, I’m sure it’d be quicker than an email response.

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