Pure Planet not so smart smart readings?

whatsthenews

Pure planet have only ever taken smart readings at both our home and parents for periods of 2 months earlier this year. April to June for parents and August to October for us. No suppliers ( over the approx 3 years we/ they have been in the homes) have never used smart readings. 

Hadn't caused any issues for us and we have about 5 smart readings for electricity and gas. 

My  parents final bill puts them £250 in debit because they've suddenly decided to "mix and match" customer readings and smart readings/ smart  estimates  for electricity and there's a discrepancy in the numbers which up till now they've just ignored.

 In the meter history section , between April and August this year , there's missing smart/ customer readings for electricity where there are smart/ customer readings for gas .

In May, just after they did a smart reading, they cancelled previous bills for electricity and rebilled for period  August 2020 to April '21 . 

 Our reading for March '21 was 8502 and , just to illustrate , Jan 2021 it was 8119. 
 Their ( first ever) smart reading in April '21 was 7121

They (seemingly randomly) went back to a customer reading from Jul 2020 of 7002 and re calculated and billed based on the April '21 smart and that customer reading. 
The original bills for that period disappeared from their online account 

The only other smart electricity readings that we can see are June 13th   7429 June 22nd  7489

Going forward from April this year they've based bills on either actual smart readIngs or estimated from smart readings and ignored our actual reading .

So in July they billed using 7646 ( customer 9328) and 7489

August 7857 and 7646 

Sep 8073 ( customer 9716)and 7857

Then for the final bill for October they've used their September  8073 and our customer reading of 1011. 

We've queried this and pointed out the discrepancy between customer read and smart readings they say they can no longer do a smart reading. They've advised us to read the "guide on reading your smart meter" and Charlie says we have to use the key pad to pull up the R01 readings history and send photos.

I'm assuming that these R01 readings will be the readings we've been submitting to them, so we aren't going to be any further forward. Charlie clearly isn't " getting" the issue and thinks we're as much of a charlie as he/ she is. 

Nathan prior to this is suggesting weve been submitting "Total " reading , not R01, and says it's common for smart meters to pick up a different reading to a customer read one

[Deleted User]

Smart meters have 4 registers. Single rate tariffs are usually indexed on R01.

whatsthenews

Indexed? We follow the instructions provided to take meter readings. The 2 meters are the same. Both single tariff.  No issues with our own customer readings matching up with the smart readings  (which  they only did for 2 months) 
Why didn't they do smart readings on or just before the handover date? We've been reading the meter exactly the same as we did with the last to supplier.
Aware that  so many of you  will be saying "another one  who never checks their bill", but the last 18 months have seen my parents both dx with dementia, falls and strokes, so it's not been top of the agenda for me.