Mercury Energy - 'Projected Bill' v Actual Bill

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jen1001

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#3452569 13-Jan-2026 13:47

taneb1:

If I hear anything back that I'm allowed to share will post, but would suggest also raising it via https://ask.mercury.co.nz/app/ask and requesting a ticket to be raised for the differences in the Projected Bill vs Actual Bill.

I'll raise it on that link too, thanks for that.

Got my bill yesterday, the final amount was just over double the "projected" one I'd taken a screenshot of, with 1 day to spare out of the month.

taneb1

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Mercury

#3452624 13-Jan-2026 14:54

The team have given me an update - Thanks for flagging this, we’re aware of the issue with projected bill calculations and are looking into it. Improving the accuracy of these projections is something we’re actively working on.

I'm following the internal ticket so will update here once its been closed/resolved.

Any comments made are my personal views and does not represent those of my employer

j1ha

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#3452625 13-Jan-2026 14:57

I've previously asked Mercury about this as i noticed it too.

I was told the difference is the power i used from when they stop the projected cost & when they generate the bill (about 4 days). This month the difference was $40. Theres no way i can use that much power in a few days. i'm interested to see what your response from Mercury will be.

alisam

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#3452698 13-Jan-2026 17:19

j1ha:

I've previously asked Mercury about this as i noticed it too.

I was told the difference is the power i used from when they stop the projected cost & when they generate the bill (about 4 days). This month the difference was $40. Theres no way i can use that much power in a few days. i'm interested to see what your response from Mercury will be.

The response was ...

My post to log the issue ...

Mercury publish this... 'Your monthly total includes your Daily Fixed Charge (a fixed amount each day), your variable charge (the actual electricity you’ve used), and GST.'.
But I don't believe 'MONTHLY SUMMARY does include the 'Daily Fixed Charge.
For example:
On 30/12/2025, my MONTHLY SUMMMARY" said I had used $100 of electricity and the 'Projected electricity bill has $114.
The actual bill for the period 03/12/2025 - 31/12/2025 was $144.52.
There is a huge discrepancy between the projected bill and the actual bill.
I believe your "MONTHLY SUMMARY' amounts do NOT include the Daily Fixed Charge.

This is Mercury's reply in response to the issue I logged ...

Thank you for your feedback, we do appreciate it. I have passed this on to the appropriate team as well. The weekly summary and the bill projection are a tool to show you what your usage is like for the current week compared with the week prior. The estimated bill is a projection of what the bill could be however, it isn't a bill in itself so there can be a differentiation. I have however, passed this feedback on for you.

The reply from Mercury wasn't what I expected and sincerely hope the 'appropriate team' will understand the reason for me logging an issue.

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jen1001

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#3452754 13-Jan-2026 19:44

j1ha:

I've previously asked Mercury about this as i noticed it too.

I was told the difference is the power i used from when they stop the projected cost & when they generate the bill (about 4 days). This month the difference was $40. Theres no way i can use that much power in a few days. i'm interested to see what your response from Mercury will be.

Mine was similar, $40 ish difference. Even with 4 days between stopping projecting costs and generating the bill I don't usually use circa $10 of power per day 😅 Would be a good idea if people who don't find that tool useful could opt out of it.

taneb1

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Mercury

#3452756 13-Jan-2026 19:54

@alisam Apologies - I'll get the response from the team addressed. Our digital team have confirmed there is an issue with the projected bill calculation.

Those working on it have your post as an example and I also could replicate it on my personal power account - At this stage I can't confirm an ETA but can confirm its being actively worked on.

Any comments made are my personal views and does not represent those of my employer

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cddt

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#3452777 14-Jan-2026 07:14

Who knew putting machine learning models into production was hard!

alisam

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#3452778 14-Jan-2026 07:43

taneb1:

@alisam Apologies - I'll get the response from the team addressed. Our digital team have confirmed there is an issue with the projected bill calculation.

Those working on it have your post as an example and I also could replicate it on my personal power account - At this stage I can't confirm an ETA but can confirm its being actively worked on.

Very pleased to hear that. Thank you.

mudguard

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#3452804 14-Jan-2026 10:54

This thread has reminded me that I've stopped getting the projected use emails. I always thought they were pointless as we have mains gas for water and the oven, and the projected use was only ever for the electricity.

floydbloke

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#3452814 14-Jan-2026 11:46

This thread confirms for me that Mercury should invest more in educating their frontline staff and less on marketing.

I recently had to get a POA in place with them so I could act on behalf of my dad, and get an account finalised and closed. The amount of misinformation I was fed, along with the time it took to get responses to queries, made for a very long, cumbersome and frustrating exercise.

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taneb1

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Mercury

#3453341 15-Jan-2026 14:38

Just confirming the cause of this has been identified and work is underway to resolve, due to the nature of the fix I cannot provide an ETA - but once I have this, will post again.

Appreciate those who sent in examples of this occurring on their account.

Any comments made are my personal views and does not represent those of my employer

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jen1001

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#3453563 16-Jan-2026 10:41

taneb1:

Just confirming the cause of this has been identified and work is underway to resolve, due to the nature of the fix I cannot provide an ETA - but once I have this, will post again.

Appreciate those who sent in examples of this occurring on their account.

Thanks for looking into this, great to know a fix is on the cards ☺️

taneb1

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Mercury

#3456390 27-Jan-2026 12:45

Afternoon all,

Just letting you know that a fix has been deployed this morning and the "Projected Bill" amount should be updated - As your billing month continues you should see the amount become more accurate.

Appreciate the feedback in the thread / those who provided examples and raised support cases - Please let me know if you see any issues as your billing month completes this month.

Thanks

Tane

Any comments made are my personal views and does not represent those of my employer

alisam

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#3458229 3-Feb-2026 09:22

I have been watching my Projected Bill and now finally have an actual bill of the period 01/01/2026 to 30/01/2026.

On 30/01/2026 (morning), the Projected Bill was $258 and the 'The electricity you've used in this billing period' was $178 (641 kWh).

I couldn't download the pdf for the bill until today, even though Mercury said it could be downloaded yesterday. It did tell me what the actual bill would be, on the screen.

The actual bill is $225.87 (687 kWh) for 01/01/2026 to 30/01/2026

Mercury say I used 15.47 kWh on 30/01/2026, but 687 kWh less 641 kWh is 46 kWh.

I haven't convinced myself yet that the Projected Bill shown on the screen is correct.

I will see what happens through this present month (February 2026).

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