@darren8792 That’s just your VAT being included on the website, and then removed on Welcome Packs and Statements. We make very clear announcements about price changes, accompanied with blog posts, personal emails and the change in unit rates shown in your statement.
As @scudo hinted at, we are required by Ofgem to stick to strict guidelines regarding when we include VAT and when we don’t but I understand it can come as a shock.
I am sure it’s been covered on other threads, but we are always looking at ways of making our statements clearer, so all your feedback is considered and passed on to the people that can make the necessary changes. The changes won’t happen overnight, but we will always explain our reasoning and our challenges so you’re not in the dark.