Need Help with Utilita adding debt to my account.

TheCatsDad

At the end of 2022, my gas meter broke down. I reported it to Utilita, but it took them a couple of months to sort it out.

When Utilita finally installed a new gas meter, they said it would work in credit mode instead of PAYG because it was a SMETS2 meter and my electricity meter was SMETS1, so they needed to replace the electric meter too.

They replac

TheCatsDad

Sorry I can't see how to edit my post. It posted before I'd finished.

Utilita replaced my electric meter not long after that and everything seemed to be working OK.

I then received a bill for gas usage of almost £3,500 for the time when my gas meter broke until it was fixed. A matter of 2 and a bit months.

I live in a small two bedroom flat. The spare room doesn't get used.

I only use gas for heating and hot water. I do laundry twice a week and shower daily. I very rarely use the heating. I prefer using extra clothes or snuggling under blankets to watch TV.

I've tried contacting them numerous times but they keep saying it's correct.

I've never had debt with my energy company since I moved into my flat in 1999. I've always been on prepayment as I find bills hard to cope with as I'm disabled and have mental health issues.

Utilita have split that "debt" between my gas and electricity accounts and they're taking a percentage off every top-up.

It has to be wrong. It surely can't cost over £3,000 for showers and laundry for a period of 2 and a bit months?

I'm wondering if I'm actually supplying my whole street with gas! I live in a small flat, not a massive palace.

I'm really fed up and don't know what to do. I really can't face going to the CAB as my mental state would not be able to handle it if there are lots of people there. Past visits have been unsuccessful because I've had to leave due noise from screaming kids and the like. It actually causes me pain.

born_again

Check back over previous bills for same months & use that as evidence of what you should be paying.

QrizB

Welcome to the forum.

TheCatsDad said:

I then received a bill for gas usage of almost £3,500 for the time when my gas meter broke until it was fixed. A matter of 2 and a bit months.

Your £3500 bill will say how they have worked this out. It should include a number of days at about 30p a day, and a number of kilowatt-hours at about 8p per kWh.

It should also start a volume of gas used, in cubic metres.

What are these values?

If it's easier, post a photo of your bill with any identification (name, address etc) obscured.

Alnat1

It's possible that their system hasn't accepted the meter has been changed and you've been charged as if the old one has "gone round the clock". What readings are shown on the bill and how many kWh have you been charged for?

macman

Impossible to help you without dates and kWh figures. £££'s tell us nothing. Go back to your old bills and work out what you used (not what you were billed) for an equivalent period winter/summer when the meter failed.
Estimated usage usually works out very much in the customer's favour.

MeteredOut

Alnat1 said:

It's possible that their system hasn't accepted the meter has been changed and you've been charged as if the old one has "gone round the clock". What readings are shown on the bill and how many kWh have you been charged for?

This sounds like the most likely scenario, so long as the OP has been submitting and paying bills based on actual readings and not estimates. 

If estimates, there is a chance they have been underpaying for a while.

OP, can you give more details please - redacted bills for the past year showing kWh usage/readings would be ideal.

TheCatsDad

There is no bill. I don't get bills as I'm on prepayment.

I used to put £10 a week on my meter for gas and it lasted me. Over 3 months that comes to £120. How can Utilita think I've used almost £3000 for the same length of time?

I know I'm being ripped off and I've absolutely no idea what to do. It looks like I'm just going to have to suck it up. I've never had bills from them, only a statement every year I think.

QrizB

TheCatsDad said:

There is no bill. I don't get bills as I'm on prepayment.

But you said:

TheCatsDad said:

I then received a bill for gas usage of almost £3,500 for the time when my gas meter broke until it was fixed. A matter of 2 and a bit months.

Did you receive a bill? If you did, what does it say, exactly?

It should explain how Utilita have calculated that you owe £3500.