F.A.Q.

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

  • 28 January 2021
  • 11 replies
  • 355 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!!!!!


11 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.

This has happened to me bellh1980, but they are saying i owe £273 even though bulb has confirmed to be that they havent taken on any debt from boost. My account topped up 3 days before i switched, I have phoned, nobody seems to understand my issue/problem. I have taken to signing up for twitter to shed some light on this! its crazy. Not once i have been advised of any debt or money that i owe, i was on a prepayment for gods sake. it auto topped up everytime i hit the threshold of £20. i think something has gone massively wrong, for them to to be able to generate a final statement for over 3 months is very concerning, i didnt sleep last night because of this

Userlevel 5
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Hey @Leebsey,

 

I’ve just responded to your comment here about the same issue:

 

“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

Hi Ed_Boost

This has been raised with the complaint department and also the billing department. I have contacted boost a few times on the phone but the customer service don’t seem to understand what I’m talking about. I don’t understand why nobody can explain to me what has happened.
 

I have had smart meters installed by ovo in 2016 who then switched me to their sister brand Boost a few years later when boost launched. The meters apparently contact the supplier every 30 mins from what I’ve read to update the balance and readings. I had the app set up to auto top up when the balance dips under £20. I have never once been advised of any debt or issues. Not one letter, sms or email. If my new provider bulb have advised that they have took over with no debt or issues. Then I’m frankly lost for words. It doesn’t make sense. It looks like the whole statement has been backdated and boost are trying to charge me for all previous years bills? I’m so confused. Stressed and upset at this. 

Userlevel 3
Badge +1

I’m sorry to hear this is causing you stress and upset, @Leebsey, please rest assured the complaints team will be in the best position to help with this. I hope it is sorted for you soon. 

 

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