Utility companies not passing on correct meter readings when switching

goldilocks76

I recently switched utility companies from Scottish Power to Npower. Npower didn't send anyone round to read the electricity meter or ask me to provide a reading, but they let Scottish Power shut the account on an estimate. The estimate was way too high. I rang Scottish Power, who said they could only take the closing reading from my new supplier. So I rang Npower, who changed my opening reading, but didn't pass it back to Scottish Power, leaving my closing reading loads higher than my opening reading! Since Scottish Power won't take my reading, they think I owe them money and I'm receiving demands for payment.

Any advice? In case you've guessed, my advice is "don't switch to npower" - this has never happened to me when switching before.

I have since found out that exactly the same thing happened to my sister when she switched and she ended up double paying because she didn't want any black marks for unpaid bills on her credit rating. But that's infuriating because double paying for the electricity zaps alot of my saving from switching. Alternatively, chasing it up zaps a lot of my time. Grrr.

tripled

Send a written complaint to npower and follow their complaints procedure. If that doesn't get you anywhere, then take it to the Ombudsman.

sundaygirl_2

This is the exact same thing that is happening to me. And it is also Scottish Power.

I am switching to Ebico and Scottish Power had a high estimate. I called them with reading and they said to go to Ebico. So I provided them with the meter and they calculated something more appropriate and said they would pass it on.

Then I get a warning from Scottish Power. So I called them to say I was waiting for a new bill but they said they did not receive a new reading. So I call Ebico again. They said they did send it and will do so again.

The I have someone from Scottish Power call me demanding my bank details over the phone so I could pay outstanding amount. And I explain I am still waiting on a new bill. I am then given a date to pay by or they will take me to court...

So I call Ebico they said they did send the reading and will do so again. I called Scottish Power and after about an hour I finally got it out of them that they did receive the reading but rejected it!!! This time they say they will recalculate the bill. So I wait but instead I get a letter saying they are passing me to debt collecters!! It is lucky I know a lawyer who is helping me with this. But please avoid Scottish Power if you can. They are useless and big fat liars.

anniecave

Goldilocks - your problem was really due to npower -they should have ensured you gave a customer own reading. If it's done within normal timescale of the supply changing, it all happens smoothly.

Contact Npower and ensure they have sent the correct meter reading over to Scottish Power. Then follow up with Scottish to ensure that they close the account with the correct reading.

anniecave

Sundaygirl - have you tried complaining to Consumer Direct (the ombudsman) about Scottish Power? That's what I would do. Ask for a compensation payment/credit too for the distress of being hassled by them when the bill is incorrect!

SwanJon

I may be wrong, but I was under the impression that either suppplier (old or new) could initiate a disputed read, so I've no idea why SP didn't do this.
I also thought a new process (Old Supplier Estimated Read) meant that infact the old supplier provide the new supplier with the swap over read.
I'd complain to SP, mention the ombudsman, they have 8 weeks to resolve before you can actually go to the ombudsman, but letting them know helps.

sundaygirl_2

I'm no longer dealing with SP on the phone. I have written to them about 3 weeks ago and only today did I get a response. They did not address any of the points the lawyer made. Made stuff up about who supplied what meter reading. Started quoting reading that were for the gas when the dispute is for the electricity. Also the same day i got another letter saying they are passing me to debt collectors lol I thought they already had...liars!

I am going to fax them with my response tomorrow but they are a real nightmare to deal with. I'm so glad I know a lawyer. I could imagine them doing this to pensioners and people who are not so savvy and these threatning letters could give you a real fright. It talks about freezing your bank account/taking property/court action.

What is most annoying is that I have been calling weekly and writing to them but they ignore any questions and continue with the threats.

I will be contacting the ombudsman but as you say I need to wait 8 weeks or wait until SP say they have made a "final" decision.

Anyway my point to Goldilocks is that npower may have sent a final reading and SP are rejecting behind the scenes without your knowledge. I took me weeks to get this out of them.

samtheman1k

Wow, I'm having a similar problem. I switched to Npower from SP and have disputed meter readings! They changed my meter from a E7 to a standard one, but forgot to document it, and told Npower I still have an E7 meter!

You will have to follow the complaints procedure, available here for npower:
http://www.npower.com/web/At_home/customer_service/contact_us/WCMS_003295

Only after you have exhausted that, you can complain to the ombudsman who will make a binding ruling and hopefully finalise it.

spiro

SwanJon wrote: »

I may be wrong, but I was under the impression that either suppplier (old or new) could initiate a disputed read, so I've no idea why SP didn't do this.
I also thought a new process (Old Supplier Estimated Read) meant that infact the old supplier provide the new supplier with the swap over read.
I'd complain to SP, mention the ombudsman, they have 8 weeks to resolve before you can actually go to the ombudsman, but letting them know helps.

Either supplier can initiate a disputed read but the preferred method is for the new supplier to do it. When the process has completed i.e. both suppliers agree the new reading, they both send it off to their meter reader who uses this as the CoS reading and new bills should be issed by both parties (replace final bill from old supp and update first bill from new supp). The purpose of the OSER is that the new supplier has limited read history with which to determine the CoS reading so the OSER is calculated by the old supplier and sent to the new supplier for him to use if he wishes in the event of no other readings being available. The order of precidence for readings that can be used is (1) remote reading, (2) meter operator taken final reading (due to meter exchange), (3) meter reader taken reading, (4) customer own reading and (5) if no other the others have been received the OSER.

SwanJon

Thanks for confirming that spiro.
While it may be preferred by the industry for it to come from the new supplier, surely it is better from the customer's point of view that the old supplier (with the outstanding balance) gets the bill right first?
If they have refused to initiate this and passed the buck when (from the front office point of view) it is a relatively easy process (where I work anyway), it's probably going to go against them when it gets to the ombudsman.

PS - I work at British Gas, and on the three systems I've used it has always been very easy to do.