Track and Trace, what exactly do they do?

[Deleted User]

Hi,

Currently in a bit of a dispute with an energy supplier.

The flat numbers were changed just prior to everybody moving in so that flat C became flat A

Flat A switched from supplier 1 to supplier 2 over 8 years ago but there is confusion over the National Databases for MPAN and MSN

The database still shows that the MPAN for Flat A, (was Flat C), is linked to supplier 1

The original energy supplier, (supplier 1), is now trying to bill Flat A for over £1000 even though Flat A has been with supplier 2 for over 8 years.

Supplier 1 is now going to do a "track and trace" for Flat A, will this just use the database or will it actually find out that Flat A, (was Flat C), has actually got a different MPAN to that shown on the National Database?

Lisi299

Hi
What a nightmare! it should be the case that the flats each have there own MPRNs which should never change. It should only be the meter serial numbers that change when exchanges happen. However, to resolve you just need to advise that they have been renumbered what they were before and what they are now so they can be changed to the correct number. Landlords do this all the time and it’s a pain to resolve. This will also depend on the supplier as most wont do any updates without a visit to confirm which meter is linked to each address.

Hope you get this sorted

[Deleted User]

Trouble is that supplier 1 is not listening to the fact that the flat numbers were changed, just using the original MPAN's which show that they supply Flat 1, and that's that. They've even changed ECOES to show the correct MSN to Flat 1 and still insisting on the £1000

Lisi299

If you are not getting anywhere and there is more than one supplier involved, I would seek help from a 3rd party such as the consumer advice helpline they can put you in contact with the right team or pass you to a team that were consumer focus and they will deal with it on your behalf.
You could also go to the local cab office, some are great and may be able to help. However, I would do the above it will speed things up

Lisi299

Plus if they have not been billing on the right meter they have to adhere to the codes of practice for accurate billing which means you can only be billed back for 12 months

[Deleted User]

Lisi299 wrote: »

Plus if they have not been billing on the right meter they have to adhere to the codes of practice for accurate billing which means you can only be billed back for 12 months

I know, but they haven't been the supplier for over 9 years.

Lisi299

If they haven’t been the supplier, ie sent you no bills for the 9 years back billing deffo applies. You can then get all of your payments back from the supplier that has been billing you, this could be a win for you. Has this happened?

[Deleted User]

Lisi299 wrote: »

If they haven’t been the supplier, ie sent you no bills for the 9 years back billing deffo applies. You can then get all of your payments back from the supplier that has been billing you, this could be a win for you. Has this happened?

Not interested in back billing as they should not have been billing in the first place, using this will just imply that they have been billing the right property. Also not really interested in getting payments back from the actual supplier as they are a great supplier.

Smodlet

I suggest you raise a formal complaint with supplier 1, Squawky, to start the clock ticking; if these idiots cannot resolve the situation within 8 weeks, you have the option to take the matter to the Ombudsman and they know this. It might focus their minds on getting to the bottom of things; it might not.

The other thing a complaint can do is afford you the chance to escalate (and escalate, and escalate) as high as you have to go to get to someone who actually listens to you. Sounds like a great deal of effort, I know, but it is the method that works best for me.

Good luck and HTH.