Payg smart meter hasn’t sent the payments

Fumar

I have had my bill and they are telling me I’ve used more than they have estimated for ….

I can’t understand how when I’m on a pay as you go smart meter I could use more than they thought because if the money isn’t on the meter how do I use the electric ? 

I keep my meters topped up so that if anything were to happen I’d be okay for a couple of months : I recently changed from Edf to another supplier . At the time of change I had £380 on electric and £310 on gas approx ( I didn’t take photos ) 

they have sent me a bill saying I owe them because I’ve used too much ??? 

Having spent 6 hours checking every payment etc I have found a number of top up . It seems they were credited to my smart meter but Edf haven’t received them and that’s why they’re not showing on my payment summery . 

They have the final actual meter reading of when I left ( even though on the letters it states the meter sends a reading every half hour ) 

this was their reply 

“  

Allow us to 24-48 hours to check the transaction histories. If this was loaded on to your  meter and was not debited on your account, it means that you owe EDF because we have  not collected the payment. 

 

We will get back to you within 24-48 hours to check your transaction histories, thanks! “

Someone please explain cos I’m stressed like mad , I’ve called them numerous times to be told I owe them money they wouldn’t listion that I had credit on my meter 

Fumar

I should state .. they do have the transactions going onto the meter and said 

“ Aa per checking, all your top up already hit your meter, no signs of failure all successfully processed.

Please refer to the meter activity report all transactions are successful. Thanks!”

I had to reply yes it hit my meter but hasn’t gone off my actual account 

ArbitraryRandom

I would question why you would owe EDF - you made the payment (and have the proof the money was taken from your account/not refunded at a later point)?

I'm not familiar with the pre-pay system, but it sounds like a database issue. Could be EDF and your new supplier need to have a conversation. 

Also, please don't take this the wrong way, but are you discussing this with someone via a chat function? Because it's an unusual issue so I wouldn't assume the person responding is giving you accurate information - most call centre workers rely on a script and anything strange is unlikely to have exact lines so it could be this needs to be referred to another team who will respond in the mentioned 48 hours. 

Fumar

I spoke to someone on live chat who then asked me to email them photos  of payments from the bank I have now . 

The payments that are not showing were made through a friends bank account when I had my card frozen because of no. Recognised payments going out . I don’t talk to the friend anymore as we fell out so obtaining this isn’t an option 

I don’t actually have the bank statements only the Utr numbers which I sent in an email after the photos , the woman sent back confirmation that had hit my meter so all was okay .

I had to explain to her that it wasn’t okay because those payments are not showing on my payment summery 

that’s when she said to give them 24-48 hrs ? 

I’m lost and confused by the whole thing . How can anyone owe a company money on pay as you go …. Where have these cash top ups gone if they have hit the meter but not my account 

I’m losing the will to live haha 

ArbitraryRandom

So they can see the bank transactions? 

If so, then I'd wait the 48 hours and see what they say - you could be worrying over nothing and it's something simple like the payments haven't been linked on their systems to your account. 

Fumar

If they had been returned I think it would have said on the summery .. I can’t post a pic of that but it’s says 

sr status : sussesful
utrn status : sussesful 

Fumar

Thankyou for your reply , I’m so wound up I forgot my manners then , I’m so sorry 

ArbitraryRandom

Fumar said:

Thankyou for your reply , I’m so wound up I forgot my manners then , I’m so sorry 

Don't worry about it, it's stressful. 

Hopefully one of the more knowledgable people on the forum will be along soon to explain how the system actually works, but I can't see how they can expect you to pay twice if they can see that you have actually paid.

The only options I can see right now are: they received the money but didn't allocate it against your account (hopefully a quick fix on their end); it's somewhere in the transaction process and your new supplier can claim it; or your friend received a refund somehow (unlikely)

Fumar

Thankyou .

tifo

"I can’t understand how when I’m on a pay as you go smart meter I could use more than they thought because if the money isn’t on the meter how do I use the electric".

I also don't understand how they can say that but with prepayment meter you don't have bills and there can't be any outstanding money owed to them for use as the meter will stop when the credit runs out.

So the first question is why did you receive bills for a prepayment meter?

ArbitraryRandom

tifo said:

So the first question is why did you receive bills for a prepayment meter?

I was assuming it was prompted by changing supplier and the readings they're receiving not matching the ones EDF had.