Severe Issues & Neglect – Ombudsman Overlooked Clear Evidence of Erroneous Billing This has been my most distressing experience with an energy provider and the Ombudsman. My case involved impossible billing, procedural errors, and intimidation, yet the Ombudsman dismissed my complaint despite overwhelming evidence. 1. A bill reflecting 1,931,210 kWh (£578,904.86) Yes — over 1.9 million kWh, which is the equivalent of over 700 homes.
The Ombudsman acknowledged this was “misleading” yet maintained that the billing was acceptable. 2. A £4,160 electricity bill for a low-usage 3-bedroom home My household typically uses around £600 annually, as I work five days a week and the house is mostly unoccupied. The Ombudsman disregarded this and relied on inaccurate data evidently tampered with by the supplier. 3. The Ombudsman confused gas and electricity data Even though my complaint was solely about electricity, the Ombudsman continually referred to “energy” usage and repeated factual inaccuracies. 4. Significant procedural failure – overlooked appeal The Ombudsman acknowledged that a manager left their position and my appeal was never assessed, violating the 14-day appeal timeframe.
They then reiterated the same incorrect conclusions regardless. 5. The supplier pursued debt collection during the investigation Even while the Ombudsman was addressing severe billing discrepancies, the supplier: engaged a debt collection agency threatened a home visit threatened damage to my credit record ignored vulnerability information The Ombudsman stated they “cannot” request the supplier to halt collections — leaving consumers unprotected. 6. Consequence: breakdown and forced relocation Due to the stress and harassment, I experienced a severe breakdown and had to vacate the property.
Despite this, the supplier continued to exert pressure and the Ombudsman offered no protection. 7. Regulatory body claims they cannot intervene This reveals a significant risk: Supplier incorrect Ombudsman incorrect Regulatory body unable to intervene Consumer left unprotected Public advisory If you approach the Energy Ombudsman expecting fairness, proceed with caution.
They echoed the supplier’s narrative, ignored impossible figures, dismissed evidence, and failed to adhere to their own procedures. A redress system that cannot identify a £578,000 billing error is failing to protect consumers. If you are facing a similar situation, do NOT depend solely on the Ombudsman — consider taking your case to the media or legal avenues.
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