Can Southern Electric alter previous readings

Musicmaniax

I have been a customer with Southern Electric for several years for both Electricty & Gas.

My electricity is Econmy 7, and due to work commitments my readings have been estimated for quite a while.

When my last estimated bill came through it was nearly £100 more than the previous one so I decided to check the readings, and found that they were too high. My night energy reading was in fact even lower than the previous bill reading that had been paid 3 months before, so I decided to call the automated meter reading line, which also confirmed the reading was much lower, but said it would alter to the customer readings. As I had already paid to meter reading 50072 on the previous bill, I assumed that I would be in credit for this reading as the actual reading for the new bill was only 49087.

When I recieved an ammended bill, I have found that they have changed all of the meter readings back to 2010, said that my previous billl was a night energy reading was 48564. I have already paid upto 50072, but they say I still have to pay the 523 units from 48564 to the current reading of 49087.

How is ths possible, surley if I gave misleading readings It would be classed as fraudelent??

What has happened to money I have paid upto the reading of 50072??

I have contacted customer services several times who have been useless, I spoke to a manager who said he would call me back last Saturday but didn't; I have sent an email to the complaints department and received no reply.

Yesterday I received an automated call for a customer satisfaction survey which I obviously gave 0 out of 10 for, and was given a mobile number to call direct. I called this for a message to tell me the person is busy and would call me back, but again, as usual I have received no reply.

If anyone could give me any advice on what to do next I would appriciate it

premierfella

What is not entirely clear from your post exactly what is included on this latest amended bill in payments/credits side of the equation.

Are there any credits there which would indicate that they have actually voided one or more previous estimated bills and thus included in the payments section one or more past payments on the account, or are you suggesting that payments made are not accounted for in the starting balance on the latest amended bill or payments section of the bill?

If you have been on estimated bills since 2010 (which I think is implied by your reference to the changing of the readings on this latest amended bill) and if those estimates were significantly in excess of the likely actual readings in the past, this bill may be intended to correct past estimated readings.

A reason for them wanting to do this (if indeed this is what has happened) is that if inflated estimated readings were used and energy prices have significantly risen, you would otherwise be gaining undue benefit from "pre-paying" for energy at a lower price than should have applied (even if innocently done simply because you did not provide readings, or they misread your meter reading, or you accidentally gave them an inaccurate reading - the last would only be fraudulent if you did this intentionally).

Musicmaniax

There are no refunds/credits of any kind on the amended bill, just different meter readings.
I see what you mean about the "Pre-pay" problem, but that really isn't the case here.
I usually checked the readings myself in the past, and they have been close enough not to bother altering to be honest, 1 bill might be slightly higher, but balance out on the next bill. It was only the big jump this time that made me call them.

My last bill (paid in full) was readings of 9918 (Day meter) and 50072 (Night meter). That bill was £129 which was perfectly fine, and I felt I didn't need to check the readings. The new bill sent was £215, nearly £100 more, and that was the reason for me checking this time.The actual readings now are 10546 (Day meter) and 49087 (Night meter). They have altered all previous readings and altered the 50072 (previous reading) to 58564 and then charged me to 49087, stating I owe 523 units. My arguement with them is that I have paid upto 50072 already.

premierfella

Thanks for the additional information which discounts most of my theory. Warning: more theories below!

In terms of altering the previous estimated readings that you checked at the time and/or thought were close enough, that wouldn't necessarily prevent them (as I understand it) trying to go back to the last actual reading and work the bills from there if the recent actual usage appears (to them) to suggest that those readings were wildly out - no doubt others with more knowledge will clarify on that point.

In my experience it would be unusual for the readings they have used as the starting readings on the amended bill not to match those on a previous bill (not necessarily the last one) otherwise it would be impossible for you to see how the charges have been worked out! Another possibility - there *could* be a second "amended" bill on their system for a period before the amended bill you have in your hand which explains how they have got to those new "starting" readings.

That's a side issue of course from the point about where they have reflected past payments on the amended bill, which I think is clearly what needs to be cleared up and which I have no additional advice on I'm afraid other than following their complaints route in writing if they haven't satisfactorily answered that.

tryinahelp

The system would not be able to bill you from 50072 TO 49087, therefore the previous readings have to be amended to allow the account to bill as for obvious reasons you cannot be billed from a higher to a lower number, except in the case of a meter over-cycling. It may be the case that the night rate had been over-estimated for several bills, and so the readings had to be changed further back in order to allow your account to bill. You are not being charged for anything you haven't used, and you are certainly not being double charged for units. The bill is simply showing a new estimated reading in place of the old (over)estimated reading, however, any payments that you have made prior to this bill being amended will have been accounted for in your amended bill balance.

Also, although you overpaid on the night rate on the previous bill, you have since used 628 on the day rate, which of course is charged at a higher unit price than the night rate, and your overpayment on the night rate of 985 units. You may think 985 is a lot, but in monetry terms, on the low unit price, it doesn't really equate to an awful lot in comparisson with the day rate charge.

Southern_Electric_company_representative

Hello Musicmaniax

You have received good advice from other forum users however we are concerned about the level of service you have received from our Call Centre.

If you have still not received any response from one of our Managers or Complaints Team please email me at the address on our profile with your details and I will get this looked into for you. I can also provide further explanation regarding this matter if you would like.

Kind regards, Holly.