Switching energy supplier when account in debit

[Bitclueless211]

I'm not sure if this is the right place to post but looking for advice.
I recently switched energy supplier and today I finally received my final bill from my old supplier. I'm absolutely horrified- it says the account is £400 in debt.
The way my bills were written it only showed how much my payments were so I couldn't see if the account was in credit or debit. I repeatedly asked and was told the account was fine.
I am amazed that they didn't block my switch as the account was so in debt. I was quite happily paying my monthly direct debit assuming the account was ticking along fine (previous suppliers have always increased my direct debit if the account was getting into debit).
I'm now worried sick. I'd never have switched if I'd known I owed then so much.
Does anyone have any advice? I really feel I shouldn't have been put in this position- the direct debit should have been increased and/or I shouldn't have been able to leave surely??

Where you providing readings through the entire time you were with the supplier? Or letting them estimate?

Were you giving them regular readings? They wouldn't know if you owed money if you didn't give up to date readings. I have an app for my provider and can input readings and get an up to date balance

I have a smart meter so it was all being done automatically.
However the device in my house was always blank (I repeatedly told them but gave up in the end) so I couldn't see my usage at my end. However the meters outside were sending then readings every 24 hours

Hmm, you need to ask for a breakdown of the unit useage.

(I thought energy bills had to include this)

One of the reasons i wanted to switch was cos they always seemed a bit useless and the all singing all dancing smart device in my lounge is as much use as a chocolate teapot

Biggreygoose, the billing team are meant to be providing that now and trying to identify how long the account has been going into debit for. Because it's so in debt I think it must have been for a long time (in which case why wasn't it picked up sooner?). The man I spoke to earlier thought it looked as if it had only been since April- but I can't have used hundreds of pounds worth of energy in such a short space of time! The billing team are now looking at it and will call me on Monday.

Sounds like another good reason not to have a smart meter!

I'd complain. Part of their licensing conditions will be that they have to set fair direct debits. You have a smart meter so they had all the information available to them to set an appropriate direct debit and they failed to do so.

It gets worse . They have just sent me an email saying my account is £285 overdue and that ive missed a payment! This is a totally different figure to my final bill which arrived this morning! My last direct was on 1st June so I've not missed a payment. In fact that payment was after the switch (so I was told a week or so ago that as I'd made an extra payment the chances were that my final bill would leave me in credit).

They are clearly a shambles...

Who was your old supplier?

Toto energy. They have a terrible reputation :(

OP,

I'd put the invoice into dispute with the company until they have sent you an itemised account that make up the outstanding debt.

I'd cancel the direct debit too. Pay the bill manually.

I have come across thsee companies previously and they have been at the end of my temper frequently.

I have returned to British Gas. I read my meters weekly, submit and pay my gas and electricity weekly.

Until you have a bill that makes sense and a full account of what they claim you owe, then fight it out with them. Ask to speak with a supervisor and that you're disputing the invoice.

This has happened to me recently too - a final bill of £1200, which when I queried it was a debt in the account plus the final bill. Apparently I’ve used £1500 of electricity in the last six months, and eon’s helpful explanation was ‘it must have been a hot tub or electric heaters’. Don’t own either and all heating is via oil or wood. Next step is Ofgen.