complex meter nightmare. two mpan numbers eon - scottish power

FreeBear

FrancescaMay85 said: I am desperate to get a refund but all my old information is still showing on my the online account, the old meter 2 numbers and 2 MPAN numbers.  They haven't updated the new single phase meter to my account and have ceased all billing since April.  My account is dormant, which makes me extremely anxious. 

Has anyone experienced the same thing, any advice would be helpful.

Download all your old bills along with any other information you can (payments made, dates, etc). Supplies have been known to delete old bills and replace them with "updated" ones to suit their whims.

FrancescaMay85

FreeBear said:

FrancescaMay85 said: I am desperate to get a refund but all my old information is still showing on my the online account, the old meter 2 numbers and 2 MPAN numbers.  They haven't updated the new single phase meter to my account and have ceased all billing since April.  My account is dormant, which makes me extremely anxious. 

Has anyone experienced the same thing, any advice would be helpful.

Download all your old bills along with any other information you can (payments made, dates, etc). Supplies have been known to delete old bills and replace them with "updated" ones to suit their whims.

Thanks FreeBear.

As you predicted, on Saturday they deleted all the bills from 2017 - present day & re-billed us with 1 new bill, we now owe them £10000; they are demanding full payment even though the meters were reading incorrectly for the last 6 years.  We have the new meter installed (still not updated on the account, old meters are still showing for any future readings so we can't even give a current reading).

We are back to square one, all these months after opened the complaint in February.

Their system says we are in debt and that is as far as I am getting, they are ignoring my questions by simply saying this is the new reviewed amount. 


I am so worried, as they stopped the direct debit while our account was being investigated - I can only pay the outstanding amount, no option to pay for the energy monthly as we use it.

I am so confused, I can't even ask them for help, they are like loan sharks and it is their fault as it took years for them to visit for a reading and even longer to remove the faulty meter!

I have all the original bills but they say they are void because the meter was faulty! I have asked how they review the account to the outstanding amount, the SP person keeps saying "I don't have that infomation, our IT team processed the reviewed bill".

Confused and frustrated! Looks like I am going to the Ombudsman (again).

Gerry1

Just a gentle suggestion.  If you post here on the forum your draft submission to the ombudsman (redacting all personal and account info) then the knowledgeable industry forumites can flag up any omissions and ambiguities.

Once it's gone to the ombudsman you don't get a second chance, so best to make sure SP can't find any holes in it !

FrancescaMay85

Gerry1 said:

Just a gentle suggestion.  If you post here on the forum your draft submission to the ombudsman (redacting all personal and account info) then the knowledgeable industry forumites can flag up any omissions and ambiguities.

Once it's gone to the ombudsman you don't get a second chance, so best to make sure SP can't find any holes in it !

Thanks Gerry, and yes, I have been made aware of this; I will do this, I would rather get it as water tight as possible.  ombudsman draft to follow.
Thanks again

FrancescaMay85

AgneSKL said:

I am going thru the same hel , but almost sorted , the two meters were design with houses with the storage heaters so if you like to swap providers you will need to change the meter to a single meter with one MPAN number and storage heaters to be changed to a new electric radiators . After that Scottish power insisted that I get DNO come in and remove cables but DNO doesn't do this so I asked them to send me email confirming me this where they kindly dit it went back to Scottish power with all this and now waiting for day to get new meter installed. I believe will be switching on the first day the meter will be installed. Nightmare customer service bean lied to , they hang up on me in several occasions and threatened with charges . We are whole are with the same meters , as soon I get new meter will go thrue all of the flats to help them out to do the same. 

Hi

We had the same problem, It is rare but our meters were showing incorrect readings.

1 out of the 2 meters was supposed to be DEAD but it was still reading and we were being charged without realising . 
Scottish Power refused to remove the meters and replace with 1 meter and said we should get an electrician to do this but no electrician would touch OPP.  I emailed the CEO and finally my complaint was escalated to the CEO office; after 6 months they finally sent an officer round and he reported that the meters were faulty and had been miss-reading for 6 years and said that SP needed to removed ASAP.  On the back of the report SP replaced the meters.
BUT the new meter hasn't been updated on our account / online site and the old meters are still showing )it's been 6 weeks since the new meter was fitted but it doesn't exist on our account.  Their reason for this is that they have a small IT team and it takes time!

Their IT dept managed however to find time to review all the bills from 2017 - present and sent us a backdated bill of £10k!  How they got to this based on faulty readings is ridiculous.

The system says we are in debt and that is all the info they they will discuss. The outstanding amount is based on the old faulty meters.

Frustrating thing is that we were going to switch as soon as the new meter was installed, but we are stuck with them as we are in debt to SP.  We are now dealing with fresh issues.

My advice re the meter / MPAN, I would call and ask to speak to the CEO complaints, you must have a complaint reference no and say that you had a missed call from the CEO office. Always email, so you have all comms tracked and ask for transcripts of every conversation as you will need this for the ombudsmen report later.

Good luck

MikeyPGT

I can't make up my mind whether Scottish Power is incompetent or criminal or criminally incompetent.  Either way it has to be one of the worst companies to ever trade and is well overdue having its licence revoked by Ofgem.

Gerry1

MikeyPGT said:

I can't make up my mind whether Scottish Power is incompetent or criminal or criminally incompetent.  Either way it has to be one of the worst companies to ever trade and is well overdue having its licence revoked by Ofgem.

Spanish Power and dozy Ofgem... made for each other !

FrancescaMay85

CSI_Yorkshire said:

As people have said - ignore the term "single phase".

The old meters were both "single phase", as is almost every domestic meter in the country.  It means nothing.

The important point for you is that the 5235A is a single rate meter.  It doesn't have day rate and night rate etc.  It only has one reading.  It can't do Economy 7.

Both those MPANs are profile 02.  A single rate meter does not normally have a profile 02 MPAN.  Is that the only meter in the property?  

Yes this is the only meter in the property, the old meters (2) were taken away; we are still being charged for the old meters (approx £6,000 per month); even though the old meters don't exsist, they say it takes up to 2 weeks for the new meter to be registered, the meter was installed 11th May. 

Can it really take this long for a new meter to be registered!

Thank you

FrancescaMay85

MikeyPGT said:

I can't make up my mind whether Scottish Power is incompetent or criminal or criminally incompetent.  Either way it has to be one of the worst companies to ever trade and is well overdue having its licence revoked by Ofgem.

Currently they are acting like loan sharks, the amount of threatening messages my parents get with final demands is shocking, luckily I have intercepted the account and all comms go via me.

I fear for vulnerable people living alone, who aren't tech literate and simply can't afford to spend hours on the phone simply to get no where.  I have now taken to cc'ing their MP in Scotland, he has responded positively.

FYI When I was trying to leave SP myself, 2 years ago, I couldn't switch as they had informed the new company I was in debt but I was actually over £500 in credit! I remember during the 6 month complaint period, one employee told me to go to bed and take a nap.

I will keep the thread updated, if it helps anyone else.