Gas incorrectly charged

HAJ9

I recently realised my daughters gas supplier was converting her meter readings to kilowatt hours on the basis of Ft3 rather than M3 which meant all her bills were almost 3 times what they should have been. Whilst the company has corrected the charges they have not corrected the National Database with her correct annual usage and therefore she cannot currently make a switch as she is being regarded as a large user. Despite phone calls to the company we seem to be hitting a brick wall. This has caused untold stress to my daughter. We are following the complaint procedure but I wondered if anyone here has encountered a similar issue. Thank you

Robin9

Put your complaint in writing 

greenguppie

HAJ9 said:

I recently realised my daughters gas supplier was converting her meter readings to kilowatt hours on the basis of Ft3 rather than M3 which meant all her bills were almost 3 times what they should have been. Whilst the company has corrected the charges they have not corrected the National Database with her correct annual usage and therefore she cannot currently make a switch as she is being regarded as a large user. Despite phone calls to the company we seem to be hitting a brick wall. This has caused untold stress to my daughter. We are following the complaint procedure but I wondered if anyone here has encountered a similar issue. Thank you

Welcome to MSE.

Which supplier is this, and what part of following their complaint procedure has caused untold stress to your daughter?

Yes I have experience of following a number of energy suppliers complaint procedures, (including where necessary having a complaint resolved by and enforced through the Ombudsman Service) but never suffered the untold stress your daughter has suffered.

I agree, if your daughter is finding the telephone calls stressful ( I accept they can be on occasions), it is often better to simply put the complaint in writing.

HAJ9

The stress is due to the fact that whilst she cannot switch she is missing out on energy tariffs and will end up paying more than she would have done. through no fault of her own. Other companies have rejected her switch due to the incorrect info on the National Database. They have told us now that this should be corrected in a few days but the tariffs she had wanted to switch to are already being pulled and are now more expensive. 
 Everything is now in writing. Awaiting response. Thanks