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Southern Electric - Gas Meter Shenanigans
Hello All,
Just hoped to get some advice, really.
We recently moved into a new flat in late August, and the previous tenant had used Southern Electric for gas and electric. For continuity purposes, and for ease of use, we decided to stick with the company, creating a new account.
The original tenant used pay as you go cards for both electric and gas. We didn't particularly want to use this, so asked to switch to a regular meter with a direct debit for both gas and electric. Dates were arranged to change the meters, and we had to pay £50 per meter for the change. This wasn't an amount we particularly wanted to pay, but thought it'd make things easier in the long run.
The electric meter itself was changed with no problems at all - our direct debit is fine. The gas, however, caused some problems. We had an appointment booked for early September and were told that if one of us wasn't in the flat, that we would be charged £50 for wasting the time of the engineer. My partner took the day off work and waited for an engineer to come.
The engineer arrived and stated that he "didn't get" the meter we had, and was going to go to the office for a new part. He then didn't come back and didn't arrange another appointment. My partner missed a day at work, and we were no further forward. Persevering, we booked another appointment (having already paid the £50 installation). It was at a time where neither myself or my partner could stay off work, so I had to arrange for my mother to stay in the flat (she lives 20 miles away).
The same engineer arrived, and claimed that he couldn't fit the new meter because it was "against the law". He then left. Again. No appointment was booked, again.
Having rang the company to complain, I was told that I couldn't get a refund on the installation fee, as it is not Southern Electric directly who deal with the meters, but a subsidiary company (Smart Metering Systems)
In addition, we were told that the money paid already by direct debit (£30 this month, soon to be another £30 next month) couldn't be refunded either.
The question I have is this: can I claim a refund on the installation fee / direct debit? Also, are the company in direct breach of the terms and conditions for the gas? Given that they're unable to fulfill the requirements set out in the contract. Would I be able to go elsewhere at no extra cost / inconvenience?
Many thanks for reading this rant!
YA
Just hoped to get some advice, really.
We recently moved into a new flat in late August, and the previous tenant had used Southern Electric for gas and electric. For continuity purposes, and for ease of use, we decided to stick with the company, creating a new account.
The original tenant used pay as you go cards for both electric and gas. We didn't particularly want to use this, so asked to switch to a regular meter with a direct debit for both gas and electric. Dates were arranged to change the meters, and we had to pay £50 per meter for the change. This wasn't an amount we particularly wanted to pay, but thought it'd make things easier in the long run.
The electric meter itself was changed with no problems at all - our direct debit is fine. The gas, however, caused some problems. We had an appointment booked for early September and were told that if one of us wasn't in the flat, that we would be charged £50 for wasting the time of the engineer. My partner took the day off work and waited for an engineer to come.
The engineer arrived and stated that he "didn't get" the meter we had, and was going to go to the office for a new part. He then didn't come back and didn't arrange another appointment. My partner missed a day at work, and we were no further forward. Persevering, we booked another appointment (having already paid the £50 installation). It was at a time where neither myself or my partner could stay off work, so I had to arrange for my mother to stay in the flat (she lives 20 miles away).
The same engineer arrived, and claimed that he couldn't fit the new meter because it was "against the law". He then left. Again. No appointment was booked, again.
Having rang the company to complain, I was told that I couldn't get a refund on the installation fee, as it is not Southern Electric directly who deal with the meters, but a subsidiary company (Smart Metering Systems)
In addition, we were told that the money paid already by direct debit (£30 this month, soon to be another £30 next month) couldn't be refunded either.
The question I have is this: can I claim a refund on the installation fee / direct debit? Also, are the company in direct breach of the terms and conditions for the gas? Given that they're unable to fulfill the requirements set out in the contract. Would I be able to go elsewhere at no extra cost / inconvenience?
Many thanks for reading this rant!
YA
0
Comments
-
Write a letter headed Complaint to Southern Electric (email them too) asking to know what is going on and a refund of your installation fee
Just saying its against the law is not an answer. There is a reason it cannot be done0 -
Hello
Thanks for raising this issue. I would like to investigate what's happened here. If, for any reason, we were unable to fit the meter, we would refund you the charge and most certainly, refund any direct debit payments you have made. Please contact us directly using the address on our profile page:-
Once I have details, I will arrange a full investigation and get back to you.
Thanks“Official Company Representative
I am the official company representative of Southern Electric. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"0 -
How high is the gas meter?Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0
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