Consumer Focus has backed Ofgem’s letter to energy companies asking them to check their protocol for charging customers when new higher prices kick in. The watchdog has written to firms to ask them for details about their billing procedure after EDF accidentally charged some customers too much following a price change.
Hannah Mummery, energy expert at Consumer Focus said: “We know there are some customer concerns over whether firms are charging them incorrectly around energy price rises. So, it is welcome that Ofgem is talking to suppliers about their charging when prices change and how actual energy use is reconciled with estimated bills.”
She added: “”Energy firms should clearly charge for the right amount of units at the old and new rates when prices change, especially when their customers go to the time and effort of making sure their meter reading is correct.”
The concern is fuelled by more general concern over recent price hikes, with five of the Big Six firms announcing a rise in energy bills over the summer.