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SSE ripped us off (No surprise)

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cmbrookes
cmbrookes Posts: 180 Forumite
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edited 1 October 2022 at 6:54PM in Energy
We are currently pay and go with SSE. On Thursday there was £10 electricity on the reading and £10 gas. Friday night I looked at the meter and we were in emergency credit for electricity and our gas had been stopped and turned off. This was very unusual as we would never have used that electricity or gas in one day and we never have done. I looked for the history of credit and usage on the meter and it had been wiped off. We topped it up again because at the time we had to and also contacted SSE. The lady on the phone was quite rude when we explained it to her and she kept telling us that we did not have £10 on each and that we have used £3 per day electricity which is absolute garbage. She said she would give us back £5 electricity and £10 gas, she also said it should take 45 mins to clear. 2 hours later and the credit she has reimbursed has not cleared. I am going to call up and complain again about this but any advice would be great so I can get this sorted and they don’t fob us off.
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  • [Deleted User]
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    50p standing charge plus 8 or 9 units at 40p each?  £3 sounds plausible to me.
  • cmbrookes
    cmbrookes Posts: 180 Forumite
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    edited 1 October 2022 at 2:45PM
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    50p standing charge plus 8 or 9 units at 40p each?  £3 sounds plausible to me.
    Well it’s not. Great reply most helpful. I’ve said how much credit I had left.
  • QrizB
    QrizB Posts: 13,822 Forumite
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    I've never had a PAYG account so excuse me if these questions seem naive.
    Are you on smart PAYG? I'm guessing you are?
    Does your online account show actual smart meter readings?
    Is it possible that your meter lost connection to the network then had to catch up?
    N. Hampshire, he/him. Octopus Go elec & Tracker gas / Shell BB / Lyca mobi. Ripple Kirk Hill member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 30MWh generated, long-term average 2.6 Os.
    Taking a break, hope to be back eventually.
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  • cmbrookes
    cmbrookes Posts: 180 Forumite
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    QrizB said:
    I've never had a PAYG account so excuse me if these questions seem naive.
    Are you on smart PAYG? I'm guessing you are?
    Does your online account show actual smart meter readings?
    Is it possible that your meter lost connection to the network then had to catch up?
    Are you on smart PAYG? I'm guessing you are? Yes
    Does your online account show actual smart meter readings? There is no online account as it’s not a tariff
    Is it possible that your meter lost connection to the network then had to catch up? No there is still no history showing now.
  • Mobtr
    Mobtr Posts: 669 Forumite
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    cmbrookes said:
    QrizB said:
    I've never had a PAYG account so excuse me if these questions seem naive.
    Are you on smart PAYG? I'm guessing you are?
    Does your online account show actual smart meter readings?
    Is it possible that your meter lost connection to the network then had to catch up?
    Are you on smart PAYG? I'm guessing you are? Yes
    Does your online account show actual smart meter readings? There is no online account as it’s not a tariff
    Is it possible that your meter lost connection to the network then had to catch up? No there is still no history showing now.
    What do you mean there is no online account as it’s not a tariff? Do you have an online account that you log into? If not, how do you top up your meter 
  • cmbrookes
    cmbrookes Posts: 180 Forumite
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    Mobtr said:
    cmbrookes said:
    QrizB said:
    I've never had a PAYG account so excuse me if these questions seem naive.
    Are you on smart PAYG? I'm guessing you are?
    Does your online account show actual smart meter readings?
    Is it possible that your meter lost connection to the network then had to catch up?
    Are you on smart PAYG? I'm guessing you are? Yes
    Does your online account show actual smart meter readings? There is no online account as it’s not a tariff
    Is it possible that your meter lost connection to the network then had to catch up? No there is still no history showing now.
    What do you mean there is no online account as it’s not a tariff? Do you have an online account that you log into? If not, how do you top up your meter 
    Apologies, its my partners account and she deals with it. There is an online account but it's only so she can put credit onto the meter, that's it. 
  • Mobtr
    Mobtr Posts: 669 Forumite
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    cmbrookes said:
    Mobtr said:
    cmbrookes said:
    QrizB said:
    I've never had a PAYG account so excuse me if these questions seem naive.
    Are you on smart PAYG? I'm guessing you are?
    Does your online account show actual smart meter readings?
    Is it possible that your meter lost connection to the network then had to catch up?
    Are you on smart PAYG? I'm guessing you are? Yes
    Does your online account show actual smart meter readings? There is no online account as it’s not a tariff
    Is it possible that your meter lost connection to the network then had to catch up? No there is still no history showing now.
    What do you mean there is no online account as it’s not a tariff? Do you have an online account that you log into? If not, how do you top up your meter 
    Apologies, its my partners account and she deals with it. There is an online account but it's only so she can put credit onto the meter, that's it. 
    I don’t know a lot about PAYG but I’m sure if you look on the online account you should be able to see your usage & how much it has cost. Might give an indication on where the money’s gone
  • cmbrookes
    cmbrookes Posts: 180 Forumite
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    Mobtr said:
    cmbrookes said:
    Mobtr said:
    cmbrookes said:
    QrizB said:
    I've never had a PAYG account so excuse me if these questions seem naive.
    Are you on smart PAYG? I'm guessing you are?
    Does your online account show actual smart meter readings?
    Is it possible that your meter lost connection to the network then had to catch up?
    Are you on smart PAYG? I'm guessing you are? Yes
    Does your online account show actual smart meter readings? There is no online account as it’s not a tariff
    Is it possible that your meter lost connection to the network then had to catch up? No there is still no history showing now.
    What do you mean there is no online account as it’s not a tariff? Do you have an online account that you log into? If not, how do you top up your meter 
    Apologies, its my partners account and she deals with it. There is an online account but it's only so she can put credit onto the meter, that's it. 
    I don’t know a lot about PAYG but I’m sure if you look on the online account you should be able to see your usage & how much it has cost. Might give an indication on where the money’s gone
    That’s what our intentions were but everything has been wiped from the account. I can only assume it has something with the hike from today but this happened on 29th September.
  • HampshireH
    HampshireH Posts: 4,500 Forumite
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    Ask for a bill if your data is wiped.
  • cmbrookes
    cmbrookes Posts: 180 Forumite
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    Ask for a bill if your data is wiped.
    Good idea. Thank you.
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