Advice regarding complaint/credit

Ian_875

Morning!

Hoping someone can point me in the right direction here. I left Outfox The Market on 6th December, and to date they haven't paid me the almost £200 credit owed.

My new supplier, Yorkshire Energy, have been working off estimated readings as the starting readings they had are massively out of line with my actual readings.

Over the last couple of years I've jumped from company to company, with the following timeline:

October 2016 - Joined Future Energy

August 2017 - Had a Smart Meter installed by Future Energy

January 2018 - Future Energy ceased trading, OfGem moved me to Green Star Energy. At this point my smart meter becomes a dumb meter

September 2018 - Moved to Outfox The Market and supplied meter readings as requested. They provided instructions on obtaining readings manually with the meter.

December 2018 - Moved to Yorkshire Energy. After a month it became apparent my meter readings weren't in line with what they'd been provided. For the last 3 months I have been manually e-mailing timestamped photos of each meter to them

Outfox The Market have replied to my complaint this morning with:

"It seems prior to you switching over to Outfox the Market, your gas meter was exchanged. Unfortunately your previous supplier did not update the national data base correctly which has resulted in us receiving your old meter details and also your old meter estimated meter reading.
Unfortunately we will not be able to update this information via the Industry due to you not being supplied by Outfox any longer.


We will inform your previous supplier of the correct meter readings and the correct meter readings for your account. Please inform your previous supplier of the incoming dispute also for your account which will allow us to generate statements and the final bill.


In regards to your closing reading, unfortunately your new energy provider has received the old meter details also and has sent us the final meter reading of 7426 unfortunately which is not in line with your actual meter readings.

Please inform your new energy provider of the correct meter details for the gas and also the current meter reading for them to process a dispute and correct your account with them and ourselves."

Given that the company the switched my meter, Future Energy, ceased trading where would I realistically go from here? I feel like I'm going in a circle without any recourse! Is it worth raising it with the ombudsmen?

Thomas_Edison

Sounds like they're waiting on Yorkshire energy to accept their proposal of your actual meter readings

The ones you probably have when switching would have been rejected by the industry validation service as they were expecting reads in line with your old meter.

You need to send a photo of your meter and the explanation to Yorkshire so that they update your account and accept the reading