Wrong Unit on Gas Bill - hcf instead of m3

SHCooper

Hi,

This is my first post in a long time and I don't really understand energy bills so please be nice! 

We are on a fixed April 2021 tariff on Eon and for months have been wondering why we've been charged so much, they tried to increase our DD to £250 per month from £94 in December and estimate we will use 29,000 kwh per year which we know is incorrect, I called and put our dd back to £94. Our previous annual usage on British Gas was around 12,000kwh

Anyway after doing a meter reading today, I really studied our bill and I've realised they have our meter readings as hundreds of cubic feet (hcf) instead of M3. We have a smart meter (SMETS1 - so can only get the readings at the actual meter) that clearly says m3 so they're converting our readings (already m3) into m3 again as they would do for hcf by multiplying by 2.83

Has this happened to anyone else? I'm going to call up tomorrow - prepared for a VERY long wait

Our next gas bill is going to be very scary if I don't get this sorted!! 

Thanks everyone! 

Gerry1

Yes, two days ago.

https://forums.moneysavingexpert.com/discussion/comment/79091527#Comment_79091527

SHCooper

Oh thank you, that's interesting, I will follow. 

FreeBear

SHCooper said: We have a smart meter (SMETS1 - so can only get the readings at the actual meter) that clearly says m3 so they're converting our readings (already m3) into m3 again as they would do for hcf by multiplying by 2.83

Has this happened to anyone else? I'm going to call up tomorrow - prepared for a VERY long wait

Had the same problem after Solarplicity installed smart meters. It took two changes of suppliers to get it sorted - Toto the Clowns (whom Solarplicity transferred me to) failed to do anything, and I still haven't paid for the gas they billed me for. Outfox The Market managed to sort it very quickly after I sent them a photo of the meter - Really can't fault them for that.

SHCooper

Its strange as I've checked my previous British Gas bill from 2020/21 and that was correct in m3, it definitely didn't have the hcf calculation. I'm learning a lot about energy bills tonight 🤪

SHCooper

Problem solved! 

I called E.on today and spent an hour going round in circles with them saying “this is how it works nothing wrong” it got very frustrating and she laughed at my husband when he said it was wrong.

Then I went on Live Chat waited an hour to speak to someone and sent pictures of my bills and smart meter with the units circled so they couldn't miss them.

The woman was very helpful and said it is wrong and asked me to send a photo of my meter then requested for it to be corrected. So I'll get a correct bill in 14 days and the money back that I overpaid which will go on my next bill.

She said that it hadn't been changed from hcf when the meter was updated so I will call round my previous suppliers (another day) to check we didn't overpay them. The woman also said E.on will check with our last supplier British gas too.

I also put a complaint in so hoping they apologise for the inconvenience and give me a credit on my bill as I had previously called them concerned over my higher than usual bills from Sept and Dec... and the cancelling a smart meter appointment last minute and not being able to rearrange it until they transfer us to E.on Next which is taking forever (had 4 dates so far since January).

pete-20-11

I had similar with British Gas. It took an hour on a web chat to convince them something was wrong. Got twitter team involved too as I just had no confidence in their web chat team. The web chat people failed to get back to me if I recall correctly. 

SHCooper

pete-20-11 said:

I had similar with British Gas. It took an hour on a web chat to convince them something was wrong. Got twitter team involved too as I just had no confidence in their web chat team. The web chat people failed to get back to me if I recall correctly. 

Oh no, maybe I'm too trusting! I will watch my account for a bill in 14 days 🤞 I will tweet them as well, thanks for the advice!  I made sure I got a transcript of the conversation and they gave a reference number which the call centre rep said they don't give out when my husband made a complaint 🤔