Terence Blacker: The day my power supplier gave me a £5,914 electric shock

The Independent’s columnist is mystified by the arrival of a 20-page utility bill from E.ON Energy

At first glance, the large A4 envelope which arrived through the mail last Friday from E.ON Energy seemed like one of those boastful brochures sent out by banks, local councils and utility companies to tell you how brilliantly they have been doing and how carefully they are looking after your interests.

It was not. The envelope contained a 20-page bill. Leafing through it, I saw to my surprise that some of the charges for electricity seemed to date back to April 2003. Then I looked at the first page. It read: “Please pay £5,914.98”.

It was a mistake, surely. Yet there was my name and my address. The bill was, in every respect but the mind-boggling size of it, identical to E.ON bills I have received since the place where I now live was converted from a goose hatchery into a house almost exactly ten years ago.

There was no covering letter. The account summary contained bewildering advice about the CCL Equivalent Charge and the CCL which, after a certain amount of head-scratching, I took to be the Climate Change Levy, and therefore of no particular relevance to my absurdly large amount I was said to owe E.ON.

The bill itself, with items from 2003 to the present, contained occasional notes in the margin. For example, “Why are there two sets of readings and charges? Our electricity prices changed on 5 January 2004. This bill shows one set of meter readings and charges up to this date, and another set from the price change up to your latest reading.” I was none the wiser.

It is shaking, when a large corporation delivers a financial missile  like this into one’s private life. Not many people have £6000 in their back pocket to pay for an alleged, ancient debt they never knew they had incurred. The tone of the bill, and the fact that no kind of explanation was thought to be needed, seemed threatening.  A communication which is computerised, jargon-ridden  and incomprehensible except for the money it is demanding  can feel very much like corporate bullying.

If I was alarmed by this unwelcome pre-Christmas present, I wondered what the effect would be on someone who was more financially vulnerable and easy to frighten.

Is E.ON’s position even legal? My meter has been read regularly over the past decade, and I have paid my bills on time. If they seemed low, I put that down to living for the first time in my life in a modern, low-energy house which uses only a moderate amount of electricity.

I wrote to the company, asking them for some kind of explanation of what was going on, and then turned to Twitter for advice. The speed of response from helpful people, and the level of their expertise, was startling. The Citizens Advice Bureau, I was told, were taking a particular interest  in this issue and had contributed to a chat-room on the Mumsnet website.  The advice  I found there was encouraging.  “From July 2007, companies who have through error failed to issue bills will be expected not to bill for any amount which dates back for longer than a year.”

Another tweet sent me to the Energy Retail Association’s own Code of Practice for Accurate Bills: Back Billing for Domestic Customers. It includes a clause which “confirms the suppliers’ commitment to bill customers regularly and accurately, and imposes limitations on the circumstances where customers can be billed for previous unbilled energy that is more than 12 months old.”

I checked those circumstances  - customers refusing access to a meter, for example  – and none seemed to apply to me.

My sad story, bouncing around Twitter, eventually reached an account called @E.Onhelp. “We’re here to help Terence” wrote their twelper (the term they like to use – there is an E.ON Twelper of the Month). “Are you free for me to call you? Might be easier :)” By now it was Saturday. I decided that a call from the duty twelper, however caring, was unlikely to resolve a £6000 problem.

It is odd, and very much of the moment, that between the caring-sharing and smiley-faces of the online help and blunt threat of the computerised bill, there is no one in the organisation - a normal human being - who could ring or write to me before the bill was sent to explain the problem, and even to reassure me that their error could be resolved.

Whatever has happened, and whether I have indeed been under-charged in the past, the fault is clearly and undeniably with the supplier. Yet, without a word of excuse or explanation, it  has expected the customer to compensate it for its own mistakes made over the period of almost a decade – in apparent contradiction  to their own industry’s guidelines.

No wonder energy companies have acquired such a miserable reputation.

Twitter: @TerenceBlacker

Independent Partners; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Guru Careers: Software Developer / C# Developer

    £40-50K: Guru Careers: We are seeking an experienced Software / C# Developer w...

    Neil Pavier: Management Accountant

    £45,000 - £55,000: Neil Pavier: Are you looking for your next opportunity for ...

    Sheridan Maine: Commercial Accountant

    £45,000 - £55,000: Sheridan Maine: Are you a newly qualified ACA/ACCA/ACMA qua...

    Laura Norton: Project Accountant

    £50,000 - £60,000: Laura Norton: Are you looking for an opportunity within a w...

    Day In a Page

    Is a quiet crusade to reform executive pay bearing fruit?

    Is a quiet crusade to reform executive pay bearing fruit?

    Dominic Rossi of Fidelity says his pressure on business to control rewards is working. But why aren’t other fund managers helping?
    The King David Hotel gives precious work to Palestinians - unless peace talks are on

    King David Hotel: Palestinians not included

    The King David is special to Jerusalem. Nick Kochan checked in and discovered it has some special arrangements, too
    More people moving from Australia to New Zealand than in the other direction for first time in 24 years

    End of the Aussie brain drain

    More people moving from Australia to New Zealand than in the other direction for first time in 24 years
    Meditation is touted as a cure for mental instability but can it actually be bad for you?

    Can meditation be bad for you?

    Researching a mass murder, Dr Miguel Farias discovered that, far from bringing inner peace, meditation can leave devotees in pieces
    Eurovision 2015: Australians will be cheering on their first-ever entrant this Saturday

    Australia's first-ever Eurovision entrant

    Australia, a nation of kitsch-worshippers, has always loved the Eurovision Song Contest. Maggie Alderson says it'll fit in fine
    Letterman's final Late Show: Laughter, but no tears, as David takes his bow after 33 years

    Laughter, but no tears, as Letterman takes his bow after 33 years

    Veteran talkshow host steps down to plaudits from four presidents
    Ivor Novello Awards 2015: Hozier wins with anti-Catholic song 'Take Me To Church' as John Whittingdale leads praise for Black Sabbath

    Hozier's 'blasphemous' song takes Novello award

    Singer joins Ed Sheeran and Clean Bandit in celebration of the best in British and Irish music
    Tequila gold rush: The spirit has gone from a cheap shot to a multi-billion pound product

    Join the tequila gold rush

    The spirit has gone from a cheap shot to a multi-billion pound product
    12 best statement wallpapers

    12 best statement wallpapers

    Make an impact and transform a room with a conversation-starting pattern
    Paul Scholes column: Does David De Gea really want to leave Manchester United to fight it out for the No 1 spot at Real Madrid?

    Paul Scholes column

    Does David De Gea really want to leave Manchester United to fight it out for the No 1 spot at Real Madrid?
    Season's finale brings the end of an era for top coaches and players across the continent

    The end of an era across the continent

    It's time to say farewell to Klopp, Clement, Casillas and Xavi this weekend as they move on to pastures new, reports Pete Jenson
    Bin Laden documents released: Papers reveal his obsession with attacking the US and how his failure to keep up with modern jihad led to Isis

    'Focus on killing American people'

    Released Bin Laden documents reveal obsession with attacking United States
    Life hacks: The innovations of volunteers and medical workers are helping Medécins Sans Frontières save people around the world

    Medécins Sans Frontières's life hacks

    The innovations of volunteers and medical workers around the world are helping the charity save people
    Ireland's same-sex marriage vote: As date looms, the Irish ask - how would God vote?

    Same-sex marriage

    As date looms, the Irish ask - how would God vote?
    The underworld is going freelance: Why The Godfather's Mafia model is no longer viable

    The Mafia is going freelance

    Why the underworld model depicted in The Godfather is no longer viable