Shell Energy - Imperial gas reading, we have metric meter - they won’t change calculation….

vickyv_2

After having many issues being transferred  from Pure Planet to Shell in October, from no bill, to account being cancelled whilst still being £834 in credit, direct debits being taken then stopped, etc. etc. we finally got a bill at the end of March which was clearly incorrect. On further investigation we discovered our gas meter reading had been calculated as imperial rather than metric. We informed Shell of their mistake and asked them to correct the the bill. They said this couldn’t be changed until the next bill due end of April/early May. The bill arrived at the beginning of May and the latest reading had been calculated correctly however the previous calculations were still incorrect and showing as imperial - meaning a significant cost to us. We informed Shell again and placed an official complaint. We have now been sent an updated bill where the calculation (formula) has been changed  but the total hasn’t ….. it’s as if someone has changed the written formula but not actually recalculated. After phoning AGAIN they just don’t understand what the issue is and have asked for another meter reading. (The gas smart meter isn’t working so I send weekly readings in anyway) - they say we owe over £900 we don’t and want us to make a ridiculous monthly payment to pay this off and pay for an incorrect usage prediction. Help what can we do to sort out this mess once and for all?!

MWT

Just keep the complaint going and if they still refuse to properly correct it ask for a 'deadlock letter' so you can go to the Ombudsman.

wild666

Use the reading on the meter from the first bill and then calculate how much it would be using M3 then send that calculation to Shell. If they don't budge on the bill do as MWT says, deadlock letter and the ombudsman. You could end up getting compensation as well as the correct bill using M3.