Am I due compensation?

cantcope

This is a bit long winded but please bear with me.

Last Thursday when i got home from work i noticed that my electric meter had been changed for a new one and that £11 of my credit had disappeared leaving me with £9.

i called Powergen who said that it was because they could only load £10 on a new meter and that they would send a message to my new key so that if i topped up £1 for 3 consecutive days the credit would hit my key....

I also had £20 credit on an old key that is now useless and they said they would credit this to my new key too.

I did the £1 top up for 3 days but nothing happened other than £1 going on the key/meter. Called them up again on Monday and was told they had messed up and that they would send me another new key in the 1st class post with the credit already on it. (my electric is dropping fast now) They are also sending me a cheque for £10 for inconvenience

Got to Wednesday, old key doesnt work at all now and no new key, cheque arrives with my name spelt completely wrong.

Call them again and they tell me they will reissue the cheque and the key is on its way.

Yesterday. No new key. Meter is beeping. Called them again to say meter is at 31p and they arrange for an engineer to call to give me emergency credit. Told i dont need to be home as the mter is outside my front door.

Got home last night. No electric. Card from SIemens to say i'd missed my appointment. Still no cheque or key

Called them on my mobile (cost me £4) and they arrange for another engineer, apparently i DO need to be there and they are sorry they misinformed me.

Engineer turned up at 10.25pm last night after i'd sat in the dark with no heat and no dinner.

Still no cheque, and have been told to top up £1 on new key that engineer gave me for 3 consecutive days again.

What on earth am i supposed to do?? I've been so upset all week and last night topped it off. They've taken my money, not refunded it and i have to go through the top up palava again which the engineer last night said was a load of rubbish.

Any advice?

anniecave

I would complain lots. For a start they misinformed you over whether you needed to be there or not. They sent a cheque in the wrong name (hey they could have just checked your name....). Both of these are issues which I think you should ask for compensation for, whether or not you are actually entitled to it.
And they should be putting the relevant amount of credit on your meter anyway. I could believe there might be a top up limit, but if they say that if you top up by only a small amount then they will add what you are actually due, then that should happen. Engineers don't always know exactly what goes on behind the scenes at a central computer anyway so he may or may not be right. I would just do what you are told.
How do you top up anyway, do you have to go to a shop? Or can you do it over the phone by debit/credit card? That might be worth asking if how you usually top up is inconvenient to you.
And I really do hope you get it sorted.

cantcope

I have to go to the shop near me. takes about 20 minutes there and back and its a pain the backside. They think i'm nuts keep putting £1 on my key.

I'm just praying it works this time as i'm not sure i can go through it all again til my electric cuts off (which will be roughly sunday evening).

I just dont understand how a company as large as powergen can take peoples money and not refund it, letting them go without electricity through no fault of their own. i think i will wait until its sorted then write a stinking letter

Thanks for the response.