Regulator Ofgem told Money Box customers shouldn’t have to spend hours rectifying incorrect bills and that it is a supplier’s responsibility to handle complaints effectively, adding that it was committed to reviewing the rules around billing.
Energy UK, which speaks for the industry, says suppliers have a duty of care to customers and are continuously working to improve practices.
The company that sent the back bills to both Hayley and Matt was E.On Next, which is part of the E.On group.
E.On told the BBC it sends out tens of millions of bills each year and that it has systems in place to stop back bills from being sent out.
But in Hayley’s case, it said human error had led to a back bill being sent out, adding it has apologised and is now reviewing its back billing processes to provide the best customer service.
As for Hayley her main concern is for people who might get these bills and not be willing or able to fight them.
“I just think it’s actually quite sad because I’m in a position to fight it but not everybody would be.
“You could have elderly, or vulnerable or isolated people who would see this [the bill] and think, ‘Oh no, I need to pay this.’ There’s nobody there to tell them, ‘Actually, you don’t owe this money, over 12 months have passed.”
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