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Energy provider says I still have a prepayment meter when I don't so I'm not receiving any bills
honeybee1234
Posts: 309 Forumite
in Energy
Hi all
In September of last year, I moved into a property with prepayment meters. In December I had the meters changed to standard meters.
I downloaded the supplier's energy app and was given a smart meter. However, what has happened is that while I can monitor my electricity and gas usage, my gas account has not updated and still shows I have a prepayment meter - the electricity one has updated and I have received a quarterly bill.
I have phoned up more than once and live chatted, wherein I had a customer advisor get rather irritated with me stating I now had a standard meter and sent me screenshots from their end showing what they could see on my account where it said I still had a gas prepayment meter!
I have been told to wait for a call from Resolva for months now. I'm not sure what to do! Any advice welcome.
In September of last year, I moved into a property with prepayment meters. In December I had the meters changed to standard meters.
I downloaded the supplier's energy app and was given a smart meter. However, what has happened is that while I can monitor my electricity and gas usage, my gas account has not updated and still shows I have a prepayment meter - the electricity one has updated and I have received a quarterly bill.
I have phoned up more than once and live chatted, wherein I had a customer advisor get rather irritated with me stating I now had a standard meter and sent me screenshots from their end showing what they could see on my account where it said I still had a gas prepayment meter!
I have been told to wait for a call from Resolva for months now. I'm not sure what to do! Any advice welcome.
0
Comments
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Time for a Complaint, I think.Who is your supplier?N. Hampshire, he/him. Octopus Intelligent Go elec & Tracker gas / Vodafone BB / iD mobile. Kirk Hill Co-op member.Ofgem cap table, Ofgem cap explainer. Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs, Best kettle!
2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 35 MWh generated, long-term average 2.6 Os.1 -
Presumably you can read the meter that they can't see, work out the cost and put the money into premium bonds. It'll be there when they catch up and you might win something.
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Won't the back billing restrictions apply in December?
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Email a complaint, with a photo of your meter.Mortgage started 2020, aiming to clear 31/12/2029.1
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Had a similar issue with British Gas where I used to work. They were convinced we had an Economy 7 meter when we didn’t (it was single rate). This prevented us from switching supplier as the central database of meters said it was Economy 7 yet we couldn’t provide two readings… Also meant we only ever had estimated bills as they wouldn’t accept our readings.
It took over six months, multiple visits from BG, a formal complaint and then escalation to the Ombudsman before the records were updated. Utterly ridiculous. But the Ombudsman did at least award us compensation for all the hassle.
Start the complaints process now. If they don’t resolve things within a certain number of weeks you can get the Ombudsman involved.2
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