Help.Shell Energy won't accept accurate meter readings

muzzie2

I was moved to Shell Energy from Pure Planet by the Ombudsman.   My house has an Economy 7 meter (although I am on a single tariff)
I have discovered that there were 2 different opening readings for the night meter reading.   One higher than the other, and wrong.   
Shell Energy has chosen this incorrect higher reading as the opening reading.   
All the meter readings that I have submitted since I was moved have been marked as 'invalid' on my Shell account.   
I have emailed them with photographs of all the accurate readings and asked them to rectify the error.   
The error is pretty obvious as my first meter readings and photographs show a number LESS than their opening number and meters do not count backwards!   
Shell Energy has responded by saying that they refuse to correct the account!!!
I am going to try to speak to someone who can help me at Shell ( a challenge as my experience with phone calls to them has been awful).
What else can I do?   
Surely it is not legal for an energy provider to ignore accurate readings and photographic evidence, but to continue to bill estimates that are higher than the reality?
I cannot believe that this is happening.
Please can someone advise me.   

molerat

Raise a formal complaint.

muzzie2

Hi molerat,
In Shell's email response, they said "I must advise that we are not able to start a dispute ".   
Is that the same as a complaint?

[Deleted User]

Provided Shell and Pure Planet have used the SAME, albeit incorrect, reading then you must surely be better off. Shell can only bill you for the standing charge until your meter reading passes the opening reading. 

muzzie2

Hi Dolor,
The problem is the fact that they are refusing to accept any meter readings submitted from my meter as they are much lower than the incorrect opening readings.    I just want the error sorted out so that the accurate readings are accepted.   Also, I am pretty sure that it is going to cause a problem when I move provider in the future if this isn't sorted out.
I have followed molerat's advice and raised a complaint via the Resolver website.
In doing so, and submitting supporting documents, I found Pure Planet's last bill to me with meter readings on it.   They are totally different to Shell Energy's.   

Ultrasonic

Have you checked that the meter serial numbers are right on each bill?

Xbigman

When they say 'dispute' they are talking about disputing the opening reading with your previous supplier. If they can't do that they have a problem. If they opened your account with a reading and they try to put in a number below that reading their own systems will reject it. 
The good news is that the solution is really simple. Stop giving them readings until the actual reading is above the start reading they have for you. They will estimate a reading in the meantime but once the actual reading is above the start reading it can be corrected. 
Yes I know this is a round about way of solving this problem but there is no point fighting them and losing sleep over something that should save you money once sorted out.


Darren

MrsMoon

Hello Muzzie2, I am wondering if you managed to resolve this issue and if so how? I am experiencing an identical situation with Shell energy. Despite providing meter readings with photo evidence none are accepted and my opening readings differ massively. Having provided the photographic evidence they have said that the date these were taken cannot be proven. I am now being asked for £285 per month which is simply unfeasible but it seems I have no recourse to getting the original readings accepted. 

Phones4Chris

As has already been said in this thread, raise formal complaints.