Scottish Power - under-paying? / wrong meter no?

McCoys

Scottish Power for gas and elec
New build

Something's not right with the meter readings or meter numbers or something. We're definitely under-paying for gas, and each time someone from Dataserve comes along to read the meters, he mutters about wrong meter numbers and taps away on his PDA for ages.

Now I've checked the bills, and the meter ref numbers for gas and elec do match up with what I assume is the ref no on the actual meters.. but the reading is way down for the gas.

Phoned SP yonks ago.. said they would look into it. Heard nothing.

Sent SP a letter with photos of the actual meters and copies of the bills.
Heard nothing.

Recent visit from meter reading guy - same mutterings about wrong meter ref no.

So what do I do now? I'm sure we owe SP well over a grand for gas we've used. Do they have an official visit meter reading type thing where someone from their company comes out (who knows what they're doing) rather than the dataserve surrogate?

Will I send them more photos?

kippen_noedel

Don't go by serial numbers, use MPAN (el) & MPRN (gas) numbers to identify if they are billing correctly.
http://energylinx.co.uk/mpan.htm
http://www.energylinx.co.uk/mprn_validation.htm

Cover yourself by putting aside the amount you think is correct just in case they come asking.

If they do, they have to give you the same amount of time to repay the amount as it was accrued within. eg if it took a year, they have to give you a year.

McCoys

Thanks for that - my bill has the elec MPAN printed on it, and the MPRN number at the end of the bill too. But how do I know if they are correct? My meters don't have these numbers on them..
the link you provided for MPRN just tells me that it is an independant gas transporter number.. if I ring them, can they tell me?

Scottish_Power

Hi McCoys

I would suggest the following in order to resolve this matter as soon as possible:

1. Call SP and confirm what action was taken following your previous call to confirm that your meter details do not match up. The account should have been put into dispute immediately and a site visit would need to be arranged to record all meter details on site which will then be used to update all necessary systems.

2. When you call it would be beneficial to have a note of your meter serial numbers as well as the current meter readings. If you have a note of the meter readings when you moved in this would also help when correcting your account.

3. Request a note of your complaint number and ask for a contact telephone number so that you can always check the progress (if you wish).

4. You can also request that we check your electricity supply number (Meter Point Administration Number, MPAN) and that the number we have for you relates to your correct address. This can also be done for your gas supply details.

Hope this helps. If you would like me to look into this for you then send all relevant details to our email address (shown within our email address).

Kind Regards

Colin @ ScottishPower

McCoys

Thanks Colin.... BUT.. the plot is thickening!!

Following kippen's advice above, I contacted the independent gas transporter responsible for my property, and their records give me a DIFFERENT MPRN number (different from the one printed on my Scottish Power bills) and their data also says I am with E-ON for GAS.. and have been since 23.11.06!

Now I have no idea who to go to to sort this out!

For reference, in case Colin knows what to do (!)---

New build property - moved in 24/08/2007.
I have copies of the 'Change of Responsibility form' sent to Scottish Power on that date, confirming the meter serial numbers (but not the MPAN and MPRN I notice..!)

Since, then, have been billed for gas and electricity, but only the electricity is the right amount, with meter readings that correspond (although the meter reader guy seems to huff and puff when he looks at our electricity meter too)

The gas charges have just trickled up slowly - meter reading 1669 24/8/07 to 1690 most recently! So the odd unit of gas, but mainly paying the standing charge.

I have asked SB Energy to send me my MPAN supply number for electricity, so I can confirm it is correct.. but what do I do now, with the discrepancy between what the IGT say (different MPRN and apparently with E-ON since November 06.. 9 months before I even moved into the property) and my Scottish Power bill.. a different MPRN, and very little gas charge over 2.5 years!

[Regarding E-ON, I have never been a customer of E-ON, never received any correspondence from them]

Which MPRN is correct? Who can sort it all out?

Argh!!

Help!!

:-)

UPDATE EDIT - have had contaft from E-ON. They say yes, they are my gas provider. They are going to update some records and bill me!
So why did Scottish Power not action my new-property-gas-and-elec forms two years ago? and why have they been billing me (albeit not very much) for standing charge and IGT charge, when E-ON apparently had my gas covered? [And why have E-ON not been chasing me for the cash?]

Bonkers, I tell thee...

Scottish_Power

Hi McCoys

The best advise I can give you is to contact us as soon as possible and let us investigate all your details. We will confirm your supply details with the IGT and also your correct electricity supply details.

If you want to keep trace of what is being said you may wish to send an email providing all the necessary information, i.e. meter readings, current supply numbers, supply number confirmed by IGT, full correct postal address, previous Plot address. This way you will be able to keep the sent email for reference. Title the email COMPLAINT - Incorrect Supply Details. Your email will be responded to within 5 working days.

Unfortunately without looking into your supply details personally I am unable to provide you with any further information.

Let me know if you have any further queries you would like answered.

Kind Regards

Colin @ ScottishPower

McCoys

Thanks Colin - I'll take your advice and try again to sort this. I will label everything with "COMPLAINT" as you suggest! I'll photocopy everything I have, and send that too.. and cc everything to e-on too, so they know what's going on.

Scottish_Power

Hi McCoys

Let me know if your having any issues getting the matter resolved. It should be easy enough for us to identify whats been happening once we have all the relevant information.

Kind Regards

Colin @ ScottishPower