British Gas - Dubious billing - over charging

ColinTanner1

I have a smart meter, have had one for many years, but when I got transferred to British Gas after my original electricity supplier (PFP Energy) closed, I did not appreciate they had changed from actual meter reading to estimated meter readings.

So got my latest bill and realised that the estimates were way below the actual meter reading displayed on the meter, a difference of around 1200 units. No problem - paid the bill I received and provided an actual meter reading via their website. A few weeks later, get a new bill (an additional £400) with all the additional units billed at the very latest rate (even though the last actual reading was 9 Mar 2022 when energy was far cheaper than it is today). Not very happy about this (basically I calculated this was an overcharge of maybe up to £85) through no fault of my own, tried to contact them (very difficult) but finally got a representative via there online chat system. Told them that I have a smart meter and why were they estimating readings. Well, that conversation went well, they said they would report it to the meter team, get the correct historical readings recovered from the meter, and if that was not possible, I would be contacted to have someone come out to fix the meter. This new bill was put on hold while this was in progress

A week or so back I get a new bill (now £600 extra) which was a bit of a shock. Looked at it and it was now based on actual readings, and it was based on readings right up to the day it was sent which explained some of the increase, but not everything. On investigation, the actual readings listed on the bill were almost 1000 units higher than the readings displayed on the meter that day – how is this possible?

Used the online chat again, finally got someone. They could not explain why these readings were used. I stated that there was obviously a serios problem with my meter, they had admitted there was a fault, and now my meter was providing wrong readings (when accessed remotely). This was totally beyond the comprehension of the person on the chat, they just wanted me to take a new reading and then they would generate a new bill.

So, either there is a serious fault with my meter, or someone has falsified the readying on my bill to obtain a £200 advance payment for my electricity.

When dealing with energy companies, you think you are dealing with a trustworthy, professional, and honest organisation, my experience recently gives me reason to question that assumption.

British Gas refused to accept a formal complaint on this, and I have found I cannot raise it with the energy ombudsman until 8 weeks have elapsed, or I get a deadlock letter. So, I have asked British Gas for that deadlock letter.

MWT

Where are you getting the meter reading you are checking against? ... from the meter or the IHD (In-Home Display) ?

The IHD will usually only show the total import value, on the meter you can read the individual registers (R01 / R01 typically) and also the total import value.

ColinTanner1

From the physical meter itself, and while on the phone the British gas agent walked me through getting th readings so I now they are correct.

ColinTanner1

Here is a photo of the meter on 28/10/2022 - some info blanked out for security reasons.

ColinTanner1

And here is the Bill

[Deleted User]

All smart meters have 4 indexes. The reading of 19023kWh is the total of the 4 indexes. Did BG tell you how to access the register matrix?

ColinTanner1

No, just how to get the total active import, from what I can see if you keep pressing the button, other readings are given but they are all Zero.

[Deleted User]

This might sound like a silly question but does the serial number on the actual meter agree with that shown on your statement (blanked out)? Mis-registration of meters is an all too frequent occurrence. 

ColinTanner1

Good point, I have checked the bill and the meter, the meter number does match

[Deleted User]

In that case, you have a classic case of mis-registration. It usually happens during the development phase. The builder uses plot numbers and the property is registered as, say, Plot 6 but the word plot gets left off the database. When postal numbers are released,  Plot 6 becomes number 14. It has happened to me.

You need to supply the supplier with a photo of your meter showing the meter serial number. Ask them to check the database and then move the correct MPAN to your address. Do not let them de-link the meter serial number from the MPAN or you will cause your neighbours a deal of grief.

badger09

ColinTanner1 said:

Good point, I have checked the bill and the meter, the meter number does match

@[Deleted User]

OP said the number does match. 
Are you seeing a ‘not’? 

Or am I missing something?