Millions of energy customers are now in darkness over their bills and refunds due to the current crisis.
Since the price of gas began to rise three months ago, four million households lost their suppliers.
Many people told Money Mail that they had not heard anything about how to recoup credit balances, or the amount they’ll soon be required to pay.
Prices out: Four million homes have lost their gas supplier, since two months ago the price of gasoline began rising.
Bulb, which had 1.7 million customers, this week became the largest firm to go bust — following more than 20 others.
Money Mail’s poll of today shows that almost two-thirds are concerned about paying their winter energy bills.
Six out of ten households said they still waited for their refunds after the collapse of their company. The Consumer Intelligence survey found that 25% of them have been waiting for a refund for at least two months.
Many people have difficulty contacting their supplier via email or phone.
Sarah Cooper, a babywear entrepreneur from Surrey, was £460 in credit when her supplier, Green, went under in September.
Shell Energy is taking on the firm’s customers, but Sarah, 42, says she has heard nothing about her bills or credit.
She says: ‘We have been left in the lurch. It’s not a small sum of money and it could be really useful around this time of year.’
Suzanne Samaka from Watford is a former customer of Avro Energy and she’s confused as to where her bills are now that Octopus took over her account.
Left in the lurch: Sarah Cooper says she has heard nothing about her bills or credit after Green Energy went bust
The 33-year-old, who runs youth mental health campaign Honesty About Editing, says: ‘I also don’t know if we’re paying the right amount or whether we’re going to be landed with a huge bill soon.’
Cait Naven’s provider Utility Point was shut down in September. She is currently waiting on her first bill from EDF.
The 24-year-old was £193.49 in credit in August and she has continued to pay the £108 monthly direct debit.
Cait, who lives in Manchester, says: ‘I am worried that my bills will be super-high.’
Bulb is currently under special administration by the Regulator Ofgem. Experts are concerned that many more companies could be forced to close their doors as wholesale gas prices show no signs of declining.
We explain what you can do if you get caught in the crisis.
They fail. What do you do?
Your account will be re-assigned by Regulator Ofgem to a new supplier. You won’t need to fear that your power might go off. The process usually takes several days. A new supplier should reach you within a week.
However, transferring a lot of customers to a firm could take several months.
If your request to move firms was made before the old supplier stopped trading, it is possible to be moved to another company.
Bulb customers will experience a slightly different process as this is their first failure of a large company. The Bulb customers will be using the same tariff for now until an administrator can be appointed.
Pre-payment meters customers can use the money that has been added to their meter for as long as they wish.
If a supplier is new, it should be a priority to send them a key.
Bill worries: Cait Naven is still waiting for her transfer to EDF, the new provider to Utility Point.
Can I really lose anything?
Your bills may increase if you had a locked-in fixed rate contract. Because your new firm will switch you to standard variable rate tariffs, this is why it may cause an increase in your bills.
These deals are protected by a price cap, which is currently £1,277 a year for the average user.
But this is still about £410 a year more expensive than the best fixed deals on offer six months ago, according to comparison site The Energy Shop.
Are there any options for me if my credit is already built?
Credit you have with an old supplier should transfer to your new account.
A large amount owed to you can request a reimbursement from your new provider. Many customers are frustrated that it can take several months. You should transfer your remaining balance to your new supplier, if your business was in the middle of making a switch and it went bankrupt.
If something goes wrong, it is up to Ofgem’s appointed provider to refund you. All debts will be transferred to the new account.
How can I help my business if it goes bankrupt?
As soon as possible, take a reading of your meter. It is a good idea to write the reading down in a safe place or even take a photograph on your mobile phone for a backup, just in case there’s a dispute.
You should also keep copies of your most recent bills, and any printed versions, even if they are only available online. It is best to cancel your direct deduction in all circumstances. This will ensure that any refunds are possible.
You should cancel your contract immediately if you find that your old provider continues to accept cash even after the new provider begins billing.
For a full refund, ask the supplier.
he cheapest fixed tariff on the market now costs the average household £1,650 a year – some £373 more than the price cap, according to The Energy Shop
What if I want to switch to a better deal
Firms were not permitted to charge more for customers who purchased standard variable tariffs than they could afford, so many fixed-rate agreements have been created.
In fact, the cheapest fixed tariff on the market now costs the average household £1,650 a year – some £373 more than the price cap, according to The Energy Shop.
The comparison site has warned that the cap could rise as high as £1,751 in April to account for higher wholesale prices, so there is a small chance you could end up saving in the long run.
Experts advise families to remain put while the market stabilizes and offers are more affordable.
Other firms were also accused of refusing new customers. But this is against Ofgem’s licensing rules.
What will my next supplier look like?
Smaller firms were always at more risk of folding this winter, as they cannot ‘hedge’ by buying gas and electricity far in advance.
However, Bulb’s collapse suggests no provider is infallible.
Signs that a supplier is in trouble include an abrupt drop in customer service standards or long delays when refunded credit.
If there are no solutions to your problem within eight weeks, you can file a complaint with the Energy Ombudsman. Switching to another supplier is also possible before the firm goes under.
But with no cheap deals left, it’s almost certainly better to sit tight for now.
f.parker@moneymail.co.uk
