Phoenix gas problem

Lirin

Hi,

There's been a slight problem with them- it's a friend's in-laws.

Their gas is a card meter, situated outside the property. One night last year, she went outside to top it up. After three attempts where it wouldn't accept the card, it flashed up a phone number asking her to call an engineer, or contact them.

She did, and an engineer called out. The engineer didn't talk much to the couple apparantly, as the box was outside.

They were told the box had been replaced, and didn't think any more of it.

Three months later, they received a bill for over £400 from Phoenix, saying the box had been 'tampered with'. It's been ongoing since, and now my friend has become involved, and has had several phone calls with them. The upshot of which has been-

The box was investigated, and a panel was found removed. It showed no signs of being tampered with to gain free gas, or such- just a removed panel. They've been told the box was lying in a yard for some time, whether it was investigated before or after is unclear.

Phoenix have now issued a pay up or cut off demand- where do the couple stand with this? They're both elderly and can't afford the bill Phoenix have sent, particularly since thay are adamant they have never tampered with the box.

Premier_2

Your friend's inlaws should certainly be aware of a gas meter being changed. It's not a simple case of swapping them. All appliances will be checked they are switched off first and then the engineer should ensure they all ignite correctly after changing the meter.
There should also be a safety check showing there are no leaks ... and the occupier is expected to sign a form/sticker confirming this is done. This sticker is then applied to the meter.

Anyway, if does appear the meter was indeed tampered with, hence why it was changed.

If the supplier thinks the customers therefore owe an amount of money as a result of the tampering, then they will probably have to pay it or face being cut off.

dogshome

Hi Lirin - I suggest you treat this with a bit of caution as we have an information chain of the customer, thier friend and then you - A bit like the game of Chinese Whispers played at Kiddies parties

The information is sketchy - It's quite possible to build up legitamate debt on a card meter, but your post implies that Pheonix have sent some sort of compensatory Cash demand for Gas that has been "Fiddled" and not paid for.

If this is the case, Phone Calls or Emails to the Customer Service Desk are useless in these circumstances - The desk staff are trained when they see a debt on screen to respond in only one way, which is "GIVEUSTHEMONEY"

The customer must WRITE to the supplier, heading the letter Complaint - By doing thisthe matter is moved on to a dedicated team who must resolve it one way or the other within a fixed time scale, then if you don't agree with answer you can go to the Ombudsman. Also, whilst the matter is under a COMPLAINT investigation, Pheonix should cease chasing the debt

They should state the facts clearly & concisely, demand a fully detailed copy of the report that the meter had been tampered with, how it was tampered with, and how Pheonix arrived at the sum of money demanded

As I say - Treat this with caution, but good luck with it anyway

Lirin

Apologies- I don't know much info. I do know they didn't owe anything on the meter, and had no indication of trouble until the meter wouldn't accept their card.

I am unsure what the £400 bill is for- other than to cover the cost of repairing/ replacing the meter, which is all I've been told has been mentioned.

Premier_2

They could ask if the amount owed could be added to the meter, and repay it that way if they can't afford it all at once