Debt on pre-payment meter?

ADChick

I recently left n-power to British gas as they will take out my prepayment meters for free. About a week before my leave date, I had a bill through saying I was £40 in credit.

I rang up to say what would happen to it. They said it needs to be rebilled as it was on an old reading, and when I left they would send me a cheque. Gave them a new one, got a new bill through with £16 credit. Though fair enough as I wasn't expecting anything back anyway.

I left last week and just got my final statement from them and I have a £20 debt now they expect me to pay? How did this happened. We've always been in credit on the meter.

I know it's only £20 but it's not the point. I rang them and they said it's done on readings. So they are going to rebill it and send a new one but it will probably still be a debt. Should I kick off again?

dan3811991119

Did you provide a meter reading to your new supplier because if you did not they would estimate and agree to a reading between themselves. Always give the supplier a meter reading when joining pre pay or credit.

ADChick

I did, they asked for one which I supplied.

I also gave npower one about a week before we left, thats what gave the £16 credit total.

Sure though with a prepayment meter, you should never have debt? Whats the point of having one if you end up with a bill anyway!

vroombroom

yes you can have debt on meters - a build up of standing charge/emergency credit owed for example.

ADChick

Yes that's fair enough but why would they send me a bill saying I had £40 credit and within a few weeks, that's now £20 debit? No way I used £60 and I've never had to use the emergency credit.

Just rang British Gas and there's no credit on their side. I'm tempted to just pay it, but I'm just a bit annoyed really. Seems like they're just having a go as I've left them!

Fire_Fox

Have you considered asking NPower politely instead of kicking off? Anyone here would just be speculating.

ADChick

To be fair I haven't really kicked off. If I had let my missus talk to them it would have been a different story!

Just spoke to a lady of the phone, she was actually really helpful. She's stopped the reminders coming out, said it will take them a few weeks to sort out, then I'll get a call back about it. Apparently there migrating systems and can't do a lot at the minute!

Fire_Fox

I'm only going by your own wording in the OP, 'kicking off' is for teenagers.

Why would your wife be so unpleasant? It's a small erroneous bill not the end of the world as we know it, and not the fault of the human being at the other end of the telephone. If you can't handle verbal complaints like a mature and reasonable adult consider writing stern letters of complaint and attending stress management sessions.

ADChick

I've done the nice approach and it clearly hasn't worked. I know from experience sometimes you have to be the nasty guy, just a fact of life. I've been on both ends of the argument, customer service is a horrible job at times, you take flak for the company, it's part of the job.

I know it's not a lot but it's there mistake. If they had explained the charges like I asked the first time instead of just saying it's done on readings then I'd be more understanding. Plus the fact they have sent us letters saying it's our final reminder before they hand it to their debt collection agency, after stating they will look into it send us a new bill is not on.

I don't need anger management by the way, maybe you should look at not inputting if you're just going have a pop at the person asking for advice and their family, instead of giving actual advice.

Fire_Fox

ADChick wrote: »

I've done the nice approach and it clearly hasn't worked. I know from experience sometimes you have to be the nasty guy, just a fact of life. I've been on both ends of the argument, customer service is a horrible job at times, you take flak for the company, it's part of the job.

I know it's not a lot but it's there mistake. If they had explained the charges like I asked the first time instead of just saying it's done on readings then I'd be more understanding. Plus the fact they have sent us letters saying it's our final reminder before they hand it to their debt collection agency, after stating they will look into it send us a new bill is not on.

I don't need anger management by the way, maybe you should look at not inputting if you're just going have a pop at the person asking for advice and their family, instead of giving actual advice.

Which is what the formal complaints procedure is for, not customer care telephone operatives. Again write a letter to the complaints Team if you need to vent your spleen, then take to the ombudsman if that is ineffective. There are procedures in place, use them, and departments that deal with different aspects of the service, it''s not rocket science.

Pretty sure the above constitutes actual advice, and it's the second time I've pointed it out to you. On a public forum you don't get to dictate my opinions. Don't threaten to "kick off again" and "if I had let my missus talk to them it would have been a different story!" if you don't want people to pick up on the lack of maturity that conveys.