You'll always get 30 day's notice of a price change via email, but new prices won't show on your customer dashboard until the price change has happened.
The most common reason for a price change is the Ofgem Energy Price Cap, which happens every three months.
It's nothing to worry about if your dashboard lists different prices to the price change email.
You'll always get 30 day's notice of an upcoming price change, but changes won't be visible on your customer dashboard until the change has come into affect.
Example:
Let's use a made up customer called Eve as an example:
- Eve's One Utility Bill package will be affected by price updates that are happening on 1st April.
- Eve gets an email from One Utility Bill 30 days before to tell her about the upcoming change on April 1st.
- The email will usually have a schedule of upcoming payment amounts too.
- These payment amounts will be different to her customer dashboard, which has not yet updated.
- Eve knows her payments will change, but won't be able to see these changes on her customer dashboard until the change has happened on April 1st.
If you have questions, or think you've received an email in error, contact the team via LiveChat at the bottom of the screen and select the 'price cap' option when prompted.