13,000 units to pay. I feel trapped!! Meter reading Failure(s)

urban_recluse

Sorry in advance, it came out a bit longer than expected.

After many times of getting wrong readings on my meter, i find myself now knowing they are 13,000 units short of the truth. There was a time when they didn't even bill me for the new meter they put in!!

Back in Jul 2008 we had a new meter put in as we ripped out the storage heaters, they're not a good idea if someone uses electric during the day.

We pay a set amount each month by direct debit. £85. people came to read meters and still we got estimated amounts. We have never had any success even when i give them the reading myself. they had told me this was going to be assesed after the first year, which didn't happen. Suddenly about 3 months ago they say they wanted to change my payment to £192 per month.. ermm, i don't think so. So i cancelled my direct debit demanded they read my meter and was considering switching. We had gone through a similar thing with British Gas 3 years ago. That ended in me paying £850 to clear up and switch to Npower. I'm seeing a pattern here.

So the bill comes in saying we owe £200 in electric and £85 in credit for the gas. OK, what is the reading for the electric? Oh they say they didn't read the electric meter. Yes you did because my wife made a point of it when they arrived on the arranged day. So i now give them the reading again & get this bill through some 2 months later and they have me down at 8,491. WRONG!!! didn't they listen? I said 21,415.

The bill for the 8,491 reading is £403 (less all the payments we had made over the time with them £1459, this doesn't add up either!) so at my reckoning i need to pay for sbout 13,000 units. I don't think i'll be able to switch until i do so.

I remember getting into a big argument with them because they never turned up to read our meter last year after making it such a big deal, i got £40 compensation.. quite odd hey! So what about the meter reading? didn't happen, they arranged a date in January and it was bad weather so they just left it. The initial letter to insoect my meter was quite threatening saying they would break in if i wasn't there and charge me for the privalidge. Hence the argument mentioned earlier. Anyhow, i digress.. What i was told in the argument was that they have a legal duty to read our meter at least once a year. What happens if they don't?

I feel i have been trapped by thier low monthly payment and failure to re-assess or read my meter. Despite my attempts.

Where does this leave me? Suck it up and mark it down to standard practice or do I have some legal standing. I am obviously going to try and sort it but what's the best way to approach them?

Premier_2

You have to pay for what you have consumed.

If you can prove the shortfall is entirely the result of the supplier (e.g. you have proof you gave the supplier meter readings to correct low estimated ones but they failed to use them without good cause), then you may be eligible for the 12 month back billing rule.

There's no legal duty for the supplier to read the meter once per year.
It is a condition of their supply licence to attempt to read the electric meter once every 2 years at least. It's not clear what that means, but has been said that if they knock on your door with intent to read the meter but fail to gain access, then they have complied with their licence obligation to attempt to obtain a meter reading.

urban_recluse

I'm sure i will have to pay, as always, you never get ewt for nowt.
Whats a 12month back biling rule? Another problem is i know i have tried to give my reading and the meter readers have been in quite often too but how do i prove that i have tried?

urban_recluse

Just been reading up on the backbill rule.. Cool, looks like it won't be as painfull as i first thought. (Sigh of relief)

Cardew

urban_recluse wrote: »

Just been reading up on the backbill rule.. Cool, looks like it won't be as painfull as i first thought. (Sigh of relief)

The 12 month back-billing rule only applies when you haven't had any bill for 12 months, and it is the fault of the Utility company.

If it applied to incorrect or wrongly estimated bills, then half of UK would get reduced bills.

The bottom line is you have a responsibility to check that the meter reading on your bill is correct and corresponds with the actual meter reading.

If it is not correct, you have to take action and notify the company. - in writing if required.

One of the problems causing your type of situation is that the bills are produced by a computer and 'untouched by human hand.'

The computer program is 'designed'(written) to ignore meter readings that it 'thinks' must be an error and to substitute an estimated reading. Once it has done this once it will carry on doing this until there is human intervention.

urban_recluse

But this is my problem. I have on many times given them the reading arranged for them to come and read it too.

I understand i have used the electric and will have to pay, my main gripe is i have been trapped into a provider by giving me the impression it was a better deal and they have not fullfilled their obligation. They are to asses the usage and price accordingly. Furthermore i realise the extent of the problem is going to put me in a situation where i have to pay off all this bill before i can be free to choose a better supplier.

I don't believe this should be an acceptable practice?

nuttyp

Just a thought, when the new meter was installed, did you get a meter reading. As most meters arent on zero when they get installed. Just had a simular experience, with eon. A prepayment meter was in as well, but htey didnt make a note of themeter reading when it was exchanged and they 'claimed' i owed over £600. I DIDNT HAVE TO PAY IN THE END, BUT IT DID TAKES MONTHS TO SORT OUT.

urban_recluse

nuttyp wrote: »

Just a thought, when the new meter was installed, did you get a meter reading. As most meters arent on zero when they get installed. Just had a simular experience, with eon. A prepayment meter was in as well, but htey didnt make a note of themeter reading when it was exchanged and they 'claimed' i owed over £600. I DIDNT HAVE TO PAY IN THE END, BUT IT DID TAKES MONTHS TO SORT OUT.

The meter was on 00000 when installed, however they failes to change their bills for 8 months and carried on estimating on the older removed duel rate meter. I have now got a lsit of all the readings from them over the time we have been with them. All estimated apart from the initial reading on switching over, the removal reading of our older meter and now, strangely enough an actual reading taken on the 12th October which is 13,000 units shy of the true reading.
It does actually look like i am eligable under the back billing rule.

Inaccurate bills
This would include circumstances where a supplier has failed to set up or maintain accurate metering data, or where a supplier has ignored factual
readings* and has continued to bill based on estimated or inaccurate readings without investigation.
Subject to the exclusions below, scenarios where back billing clause may apply include:
o Where a customer has provided correct readings but a supplier has rejected them, without investigation as invalid e.g. the customer or the
meter reader has provided correct 5 dial readings* but the supplier believes the meter to be 4 dial and ignores without further investigation.
o Meter readings or meter details are transposed on billing system, e.g. night reads recorded as day readings and vice versa and the supplier had
opportunity to recognise but did not investigate further.
o Where meter details are crossed and the supplier had opportunity to recognise but did not investigate further.
o Where meter details have not been updated following an exchange.

I'm sure i have far more frustration ahead of me, it's just what is the best approach

echoecho_2

I think at this point, the best option would be to write to the complaints address stating clearly that you wish for a complaint to be registered. State clearly what the problem is and the steps you have taken thus far to try and resolve the issue.

Complaints should be dealt with by a team who have a bit more discretion that frontline call centre staff. Ask to be provided with a copy of their complaints handling procedure (this should also be available on the supplier's website). This will explain what steps you need to have fulfilled before you can escalate to the ombudsman service.

urban_recluse

There is a phone number which you should use. Consumer Direct: 08454 040 506 If you feel you have been treated unfairly. I think these days you have to attack it from lots of directions as it can sit on one desk for months on end.
A good letter can make a world of difference but also being armed with some knowledge of your rights in these situations help you say what you need to say. I've already got the ball rolling so i will let you know how it goes. thanks for all the input. It is honestly appreciated.

samtheman1k

As you know the initial reading, and the current reading, then just tell them that? Explain that they have to use the correct meter number (not the old one), then it should be sorted? You'll be entitled to compensation of the order £50 for incorrect meter readings and missed appointments, check google, there are fixed prices for compensation for this kind of stuff. But you'll still have to pay what is owed (or they'll pay you!).