So Energy - not provided any monthly bill since September 2022 - anyone else having the same problem

Evanhel

I reluctantly agreed to changing to smart meters (gas and electric) last September. When the fitter came to fit the smart meters they could only fit the gas meter as there was no wooden back board to fit the electric meter and they would inform So Energy and arrange this fitting at a later date. I received a bill up to the point of fitting the new meters but not received anything since even though I have contacted the company on numerous occasions to request up to date statements, to ensure that my monthly payments are covering my usage.
In the meantime I have continued to supply my monthly electric readings online when requested and would have thought that seeing as I have a smart gas meter the So Energy would have access to this reading. I am taking photos of monthly meter readings as well as evidence.
As I previously said I have spoken and emailed So Energy on numerous occasions to ask for an explanation and to sort it out, but no one can give me any answers or even sort things! I was asked to send a photo of the new gas meter and had a confirmation email of receipt - this is the only written correspondence I have had, and on my last phone encounter I was promised that they would move my case into the 'urgent caseload'. But as usual no follow up, just false promises to resolve the issue. This was 4 weeks ago so I am now in the process of going through the Ombudsman.
Just wondering if anyone else had/having the same issue and what else you suggest I can do? Would changing suppliers wake So Energy up?

vienly

I had this issue last May 2022 when switching to smart meters too iwth Soenergy, they wouldn't bill for several months so I decided to leave and join Octopus energy. Here I sat thinking I saved myself a good £400 energy bills but low and behold they email me in October 2022 telling me I owe them money even though I had left ages ago.

They will catch up eventually, their customer service is rubbish.

Alnat1

Have you given So Energy a manual reading from the gas meter?

marlot

I believe the gas meter sends its reading back via the electricity meter.  That's why they have to be close(ish) together.

Alnat1

The OP doesn't have a smart electric meter to forward the gas meter readings so the energy company have no way of getting the gas readings unless the OP gives them manually. That why I made the suggestion.