Thousands of Brits left livid as they’re hit with enormous power payments as suppliers break guidelines to cost them for ‘again payments’
Thousands of people across the country have been left furious after energy providers sent them a ‘back bill’ for energy that was used more than 12 months ago.
This practice was outlawed by regulator Ofgem in 2018 but BBC Radio 4’s Money Box reported 3,308 people complained to the energy ombudsman about receiving ‘back bills’ in the year to September 2024.
The actual number of people complaining about back billing is likely to be much higher because only cases that cannot be resolved by suppliers in the first instance get as far as the ombudsman.
Citizens Advice received 47,000 complaints about billing in general in 2023, rising to nearly 60,000 in 2024.
One woman, Hayley Jarvis, was shocked to receive a £5,768.09 energy bill in early January from two and a half years ago, covering a period between June 2021 and June 2022.
In a Facebook post Hayley wrote: ‘All of this has caused me so much stress and worry. I feel so deflated.’
‘I just don’t think it’s right these rules and regulations are there to protect the consumer and it just seems the energy company aren’t following their own principles,’ she told the BBC.
Another Brit, Matt Lynch, received a £1,665 bill out of the blue in November and was told by the company they would take it straight from his account by direct debit five days before Christmas.
Thousands of people across the country have been left furious after energy providers sent them a ‘back bill’ for energy that was used more than 12 months ago
Hayley posted on Facebook detailing her complaint to energy provider E.On
He had moved out of his flat three and a half years prior and found the email in the junk folder.
It took both Matt and Hayley days of multiple calls and emails of complaint before these bills were cancelled despite the fact they should never have been sent in the first place.
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 they 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 the provider 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.
Ned Hammond, Deputy Director at Energy UK, said: ‘Figures from the Energy Ombudsman show a 27 per cent drop in billing complaints in the third quarter of 2024, compared to the same period in 2023, reflecting significant improvements across the sector.
‘However, if you believe your bill is incorrect, contact your supplier as soon as possible so they can resolve it quickly and efficiently.
‘Alongside the back billing policy, set by the regulator, energy suppliers have a duty of care to customers and are continuously working to improve practices.
‘Getting a smart meter or submitting regular meter readings will also help ensure you receive accurate bills.
‘Energy touches every home across the country and the industry remains focused on strengthening protections and delivering better service for all.
‘With 95 per cent of the market now signed up to Energy UK’s Vulnerability Commitment, the industry continues to prioritise support for those who need it most.’
Citizens Advice suggests that people impacted by this issue should write to or email the supplier to explain and has a copy of an example letter people can use as a template.
