E-on Gas Meter error - now backdating my bill

SusieB1234

Just wondered whether anyone could advise where I stand. Just had a call from E-on about my gas supply and gas bill. Apparently they have just identified that there is an error with my meter - and as such, I have been billed incorrectly for the last 15 months - with some months having very low bill payments. I was completely unaware of this as I just pay by direct debit each month whatever the outstanding bill happens to be, and so thought I was completely up-to-date with my gas bill. They now want to backdate my bill from the time the gas meter was giving faulty readings - I have an up-to-date gas meter where readings are taken automatically and are not estimated. Have I any comeback on this, as it is a gas meter error and this has not been picked up by E-on until now?

jalexa

SusieB1234 wrote: »

Just had a call from E-on about my gas supply and gas bill. Apparently they have just identified that there is an error with my meter...

There is a difference between "faulty meter" and "faulty billing" and you need to be clear what is being claimed. Can you "prove" what Eon said to you on the phone? If not, for starters, get them to put what they say in writing.

In general, "faulty billing" cannot be "back-billed" more that 12 months prior. OK, that's only 3 months. If the meter has been found to be faulty in the last 12 months then the readings cannot be relied upon as legal proof positive of consumption. You need to consider what EON are claiming is estimated consumption and their grounds for considering their "estimate" to be "accurate". You don't need to accept their figure if you can make a case for a different figure. Of course its quite possible the meter is "accurate" but has been billed wrongly. In that case subject to explanation its possible to compute actual consumption. If that causes an excessive bill, demand easy-payment terms.

If you are not happy with how EON deal with your concerns at the first time of asking, raise a formal complaint in writing (or by email). That will produce a "paper-trail" for the issue. Be wary about discussing the complaint by phone unless you are confident you will have a record of what is agreed.

E.ON_Company_Rep_Chris

Hi SusieB1234

I’m so sorry about this, must have come as quite a shock!

What did our advisor say the problem was with the meter? Have we sent your corrected bill yet or given you an idea as to how much it will be?

If not, once the bill’s been corrected, you need somebody to explain exactly what’s happened and what your options are, there’ll be a gas meter specialist handling your account who can answer your questions.

Have you been checking your bills at all? Do the meter readings and serial number match up with what’s on the meter today?

We’re allowed to back bill where there have been mistakes but the code of practise for accurate bills means that in some circumstances you’re only liable for the last 12months of previously unbilled charges. Even if your situation isn’t covered by the billing code, we’ll give you at least as long as it took to identify the problem to pay any arrears.

Hope this helps a little, let me know if you need any more info, will be happy to help.

Amanda

SusieB1234

Hi Amanda

Thanks for your advice. I do receive paper bills but unfortunately didn't notice that there was anything to worry about in terms of low bill amounts. Especially over the summer months - gas usage is low - so just assumed it was due to that. The adviser who called me asked me to test the meter - I tried - and it wouldn't generate any figures/info - so no meter reading was possible. I have not had a corrected bill yet, or been given any indication as to how much the actual amount will be at this time. Very worried as 15 months' worth of gas usage could amount to quite a hefty figure.

Don't E-on have a duty of care to take some responsibility for the faulty meter and hence the inaccurate readings?

As per Jalexa's comments below (Jalexa - thank you for your comments) - as the meter is faulty - how can it generate the accurate consumption figure now? If an estimate figure is generated as approximate usage can I contest this if I strongly disagree?

chanz4

sounds like it isnt a faulty meter, just not acurate reads been used. Once a gas meter is faulty it wont correct its self and has to be sent off to ofgem approved facility for tests to determin if faulty

SusieB1234

Thanks for your comment. The meter has been giving readings - if somewhat lower than normal. It now seems to be giving accurate readings again - hence it has corrected itself. Consequently E-on noticed a marked increase in the figures - and so checked up what was wrong with the meter. Very puzzled ...will get to the bottom of it with E-on and hopefully see if there is some flexibility with the forthcoming backdated bill!!

E.ON_Company_Rep_Chris

Hi SusieB1234

It really is difficult to speculate with this one

We need to know exactly what’s happened and if we could have picked up on it sooner- with it being a Smart Meter we won’t be coming out to check it very often.

Probably best to hang-fire and see what we say when we call back, did the advisor give you any timescale?

I understand that this period of uncertainty only adds to the worry, but it sounds like we’re on the case.

If you don’t get any news by the end of the week let me know.

Amanda

SusieB1234

Thanks Amanda - will do.

Sue