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Unreasonable customer service and charges to revert

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arthur2
arthur2 Posts: 82 Forumite
Part of the Furniture 10 Posts Combo Breaker
I switched from First:Utility to Scottish Power 7 weeks ago, after the Big London Energy Switch auction. FU upgraded my electricity meter to a Smart meter a year ago. SP refused to accept this fact, are still quoting the old meter number, and also have double-charged me for 53 kWh (already paid to FU because FU billed up to the exact meter reading but SP used what I sent them a few days before). I reported these errors over a month ago and told them to sort it out, but they still haven't. I had sent SP my final bill from FU showing the correct meter number and readings used.

Would I be justified in refusing to pay the cancellation fee if I now switch back to FU citing SP's apparent incompetence?:(
--
Arthur

Comments

  • dogshome
    dogshome Posts: 3,878 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 28 March 2014 at 10:10AM
    Something has gone wrong somewhere, but it may not be all down to Scot. Power

    When you Switch, as the process moves along the gaining company asks you for a meter reading, and it is this meter reading, ( despite the fact that it is recorded some days before the actual Switch takes place ), that is used for the losing suppliers Final Bill, and the gainers First Bill.

    The fact that SP are useing the number from a previously removed meter, shows that there has been error in recording the new meters existance on the National Data Bases for Elec meters - This error could be the fault of FU, the meter change crew or even the Data Base

    Meter data bases are regional, Google "Who supplies my electricity" for the phone No. of your region and call them to see what meter is registered for your address
  • spiro
    spiro Posts: 6,405 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    dogshome wrote: »
    Something has gone wrong somewhere, but it may not be all down to Scot. Power

    When you Switch, as the process moves along the gaining company asks you for a meter reading, and it is this meter reading, ( despite the fact that it is recorded some days before the actual Switch takes place ), that is used for the losing suppliers Final Bill, and the gainers First Bill.

    The fact that SP are useing the number from a previously removed meter, shows that there has been error in recording the new meters existance on the National Data Bases for Elec meters - This error could be the fault of FU, the meter change crew or even the Data Base

    Meter data bases are regional, Google "Who supplies my electricity" for the phone No. of your region and call them to see what meter is registered for your address
    In electricity the details are maintained by the Meter Operator of your supplier who then passes this data to the new suppliers MOP. At a guess FU's MOP did not process the change of meter and passed SP the old meter details, that or SP received nothing and have to had assume to previous meter is still there. The central register (ECOES) is updated by the MOPs so again they are relying on receiving up to date data.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).
  • Nada666
    Nada666 Posts: 5,004 Forumite
    This is more likely to be FU's mistake not SP's.

    I'm not sure how worthwhile it is to get stressed and worked up over less than £7.50. If you switch back it will be a new switch and you will certainly have to pay the cancellation charges. And it will take even longer to resolve everything.

    Just write a letter or two re-stating the situation and check in a couple of months to see it is resolved.
  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Many FU customers would think that a £7.50 premium to get rid of them was an absolute bargain...
    No free lunch, and no free laptop ;)
  • davidgmmafan
    davidgmmafan Posts: 1,459 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    It is worth a complaint, but as others have said you need to find out where the error lies.

    If First Utility have billed you on the correct meter serial number (you can find this on the meter) then I would lean towards Scottish Power. If however First Utility have no updated the national database then this was always going to be a problem whoever you switched to.
    Mixed Martial Arts is the greatest sport known to mankind and anyone who says it is 'a bar room brawl' has never trained in it and has no idea what they are talking about.
  • spiro
    spiro Posts: 6,405 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    It is worth a complaint, but as others have said you need to find out where the error lies.

    If First Utility have billed you on the correct meter serial number (you can find this on the meter) then I would lean towards Scottish Power. If however First Utility have no updated the national database then this was always going to be a problem whoever you switched to.
    Another solution is to phone SP and say the meter serial number on the bill does not match the meter. They will have to send someone out to investigate and correct.
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).
  • matelodave
    matelodave Posts: 9,076 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    I would go with Spiro's suggestion - tell SP that the bill and meter serial numbers don't match - send a photo if you like. It's probably worth sending it marked as a COMPLAINT and as a recorded delivery letter. Then just sit back and wait. They should sort it out and if they don't you've started the clock for a prod at the ombudsman in eight weeks.
    Never under estimate the power of stupid people in large numbers
  • arthur2
    arthur2 Posts: 82 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    SP eventually corrected things at their end and compensated me.

    FU had to put in ANOTHER Smart electricity meter, as SP had corrupted the one put in early 2013. There was a delay before it was functioning correctly, and I used Resolver to chase the problem (covered in another thread).
    --
    Arthur
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