Solved

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

  • 28 January 2021
  • 23 replies
  • 609 views

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!!!!!

icon

Best answer by Ed_Boost 2 February 2021, 14:27

View original

23 replies

Userlevel 1

Hi Jess

Thanks for your input. I havent contacted Boost since all this happened and I am still awaiting that phone call from Complaints. I still have not received any communication from my emails sent away back in February/March time. I havent even had anyone contact me regarding supposedly owed money but I will say again “I DO NOT INTEND TO PAY ANY MONEY” to Boost as I do not owe this. I was in credit when I left by £43.12. I give up on this and if they start chasing me then they can go ahead. Boost are the worst company and have the worst customer service.

Userlevel 5
Badge

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
Badge

@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
Badge +2

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
Badge

@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
Badge

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. 

 

Userlevel 1

On the day of the switch we had over £14 in credit yet we have received a final statement saying our account is minus over £14. 

 

I cant see how this is possible as we have never ever had any debt and obviously paid for all of our energy in advance.

The letter goes on to say don’t worry you don’t need to pay anything?

So what is going on as we should be owed money.

 

Meter readings were given to new supplier

Userlevel 3
Badge

Great question to ask about the discrepancy between the credit you had when you left us and the balance showing on your final statement. It’s something that’s been asked here before so I’ve moved your post over to a similar thread. 

 

Check out the advice Ed gave in the best answer above:

 

 

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.

 

As you mention you did give your new supplier a reading, the difference could be down to the us accounting for debt on the meter or corrections to your unit prices but this should be made clear in the statement.

 

If you’ve checked the statement and are still unsure whether the balance is right, contact our Support Team by emailing hello@boostpower.co.uk, or if you’d prefer, send us a message to our Facebook or Twitter pages. They can double-check the calculations are accurate. Don’t forget to pop back and let us know how you get on. 

 

Userlevel 6
Badge +2

Thanks for this update, @bellh1980 - it’s much appreciated and I’ll send you a PM update now with the latest. 

 

T

Userlevel 1

Hi jess

 

AS I said we have NEVER had any debt so cant be that and no price corrections. I’ve contacted customer support and they just say look at the statement for calculations, they seem unable to answer!!

 

Best of it is at the bottom of statement it says “Rest assured there’s nothing left to pay”, then goes on to say “If you need to send us a cheque …...

Userlevel 3
Badge

Understand that the balance discrepancy wasn’t due to debt in your case @lottie99 - it might be that the unit rates that were loaded on to your meter were incorrect. We check this, alongside the readings, when we generate your final statement so this can explain why your final balance may be slightly different to the balance your meters were showing on the day you left us.

 

Sounds like the wording of the statement hasn’t helped. Would it be possible for you to take a photo of this part of the statement so we can flag this one to the team. Unless the remaining balance is under £1 you would be expected to make a final payment so we’ll need to look into this if it hasn’t been clearly explained. Feel free to block out any personal details before posting the photo - you can also send it to us privately (email forum@boostpower.co.uk) if you’d prefer.

Userlevel 1

 

Userlevel 3
Badge

Sorry for the delayed response to this one, @lottie99.

 

I agree the wording on that isn’t clear so have taken this one to the team for further clarification - will be back here when I’ve got that info, so really appreciate your patience in figuring this one out. 

Userlevel 1

The wording is VERY clear...It clearly says “You don’t need to pay anything” I have given boost 24 hours to resolve this or an official complaint is going in to ombudsman

Userlevel 3
Badge

Sorry for the delay in getting this confirmed - but I’ve heard back from the team and it’s good news - 
 

You’re not liable for any further payments. I do apologise for any confusion that’s been caused. I have passed this feedback on as I agree the balance showing does seem to suggest otherwise.

 

I hope this helps get things resolved.

I had this happen to me I moved into a property on the 9th July 2021, I sorted out a switched instantly as I had heard bad things about boost, the property had smart pay as you go meters … supposedly “pay as you go” why they’re called that though when clearly your not because they try and say about hidden charges blah blah. The day before energy switched provider on the 28th July 2021, my energy ran out on my electric so I topped up £10… it strangely sent me a confirmation email etc but didn’t register on the meter so I then had to top up another £10 so altogether £20, I called boost to try get that £10 refunded as I didn’t want to put £20 on with it all being transferred the next day however, they wouldn’t refund me and said it had to go onto the meter ?!?! after it all went on and the emergency deducted or whatever there was £19.62 left on the account at about midday. The day after I switched to my new provider, I waited for my my cheque refund money back statement from boost and what a surprise I’m owed £0.23?!?! How can someone top up a day before of £20, there be £19.62 left on the meter when I last checked at midday the day before the switch to be then owed £0.23?! I clearly didn’t have any debt or anything as I’d only moved in 3 weeks before the switch and always topped up the meter ?! 
 

I think it’s appalling I’ve seen Ed’s response message to others about trying to understand why yet I still don’t get it ? Your on pay as you, you get charged as you go what’s left on your meter the day you leave should be credited back to you end of!!! Disgraceful 

 

if I do not get the correct amount back that I am owed I will take this to the ombudsman. Boost should not be trading and how they get customers is beyond me 

Userlevel 3
Badge

I’m so sorry to hear of the issues you’ve had with the balance showing on your final bill, @Katie1025.

 

It can be a tricky one to explain, particularly without having access to the details of your account, as there are many reasons why the balance showing on your final statement may differ from the amount that was topped up just before your switch away.

 

I understand that there was also an issue with your top-up not reaching the meter before your switch - this can sometime indicate an intermittent signal issue with your smart meters which could also affect the way your balance was deducted and may help to explain the discrepancy.

 

If you haven’t already we’d recommend contacting the Support Team on 0330 102 7517 or 0117 332 3728 (if calling from a mobile). The team are here to help 8am-8pm Weekdays and 9am-5pm Weekends and can make sure the readings and unit rates on your final statement are correct and the final balance is accurate.

 

I hope this helps get to the bottom of the issue. 

Reply