£7 debt taken off each £10

daviecooper

Ok, I need to post an update on the situation..
I'll describe as best I can..

Having waited so long to contact ebico about the £7 for debt from each £10 topup , we got hold of a manager who basicaly told us that we will get a refund, but...

As he didnt have a meter reading from us for so long he can only refund me from the first time we contacted them about the problem...

He said his records show we called back in Dec and that I will get a refund of £24:??
For some reason there are no records from previous to that because they have not had a meter reading for so long..

This means I have lost around £55 which , he says nothing can be done because we have no proof of the debt being taken prior to us calling them...

Is there nothing that can be done.. Im not the best at explaining, if anyone has any questions or can help I will do my best to answer, thanks.

SpotlandRules

When you top up, the key passes the meter reading from the last time it was inserted into your meter. So they should have meter readings.

daviecooper

SpotlandRules wrote: »

When you top up, the key passes the meter reading from the last time it was inserted into your meter. So they should have meter readings.

If this is the case then they should have meter readings twice a month, as I topup each time i receive my benefits, which come fortnightly.

SpotlandRules

If you top up fortnightly, your readings will always be two weeks behind, but , yes, they will have your readings.

System

It is screens 26 and 27 you need to find.Its there on your meter. Those screens will show the total debt and the weekly repayment . Debt collection per week could be as much as £16 a week depending on what the total debt has been set at. A debt such as £7 a week is a very common level .If you top up £10 then , yes £7 will be deducted for what you owe. No free lunches i m afraid. If you do not owe this debt then it could well be someone else`s debts you are paying off. A new card is needed if this is the case

footyguy

daviecooper wrote: »

Ok, I need to post an update on the situation..
I'll describe as best I can..

Having waited so long to contact ebico about the £7 for debt from each £10 topup , we got hold of a manager who basicaly told us that we will get a refund, but...

As he didnt have a meter reading from us for so long he can only refund me from the first time we contacted them about the problem...

He said his records show we called back in Dec and that I will get a refund of £24:??
For some reason there are no records from previous to that because they have not had a meter reading for so long..

This means I have lost around £55 which , he says nothing can be done because we have no proof of the debt being taken prior to us calling them...

Is there nothing that can be done.. Im not the best at explaining, if anyone has any questions or can help I will do my best to answer, thanks.

I would suggest you call Ebico directly tomorrow and explain the situation.

As PPM customer you can contact Ebico directly on 0800 028 6699
Lines are open Monday to Friday, 8:30am to 5:30pm,and this a special number for Ebico PPM customers.

This number should take you to Ebico, and not SSE who I guess you have been speaking to so far. Do not expect an immediate resolution, but I would think Ebico will follow this up with their supply partner on your behalf.

Your supplier should be able to provide a full statement that details what you have paid and what your consumption (based on the meter reading provided) has cost (and the status of any debt).
Essentially it is statement of all money paid and what has happened to that money.