Billed estimates on old meters after smart meter fitting

HBomb78

I'm a first time poster so please be gentle! 
I've searched the forum and can't find my scenario although I've seen it reported by the BBC, so I know others have experienced the same dilemma. Apologies if this is a duplicate in the forum.
I had smart meters fitted Sept '22. April '23 I noticed I was still being billed on old meters and the readings were estimates. I contacted my supplier who confirmed the national database had been updated with my new meters and reads were being received.
My gas bills have been estimated on my old meter until October 23 and electricity until April 24.
The supplier refuses to update the actual readings I supplied them since April 23 as too much time has passed. They have under estimated the unit usage so are clearly trying to recoup it in the last 12 months avoiding back billing rules.
I have raised 5 complaints with the supplier, the majority have been closed with no notification (customer service is a whole different issue). 
My question to you is, can an energy supplier bill you using estimates on a 'non-existent' meter? 
  

FreeBear

HBomb78 said: I have raised 5 complaints with the supplier, the majority have been closed with no notification (customer service is a whole different issue).

If the oldest complaint is more than eight weeks old, go to the Energy Ombudsman. Tell them that complaints are being "closed down" with a resolution on top of the meter issues. Hopefully, that will get your supplier's attention and focus their efforts in sorting the problem out.

HBomb78

Thank you for your reply. I submitted a complaint to the ombudsman 2 weeks ago and am in that horrid limbo.
TBH, I've been in limbo, fighting my supplier to action what I 'believe' was their responsibility for over 18 months.
It's been all consuming and has had a huge negative affect on my health (there's additional mess ups they made e.g. taking my old meter round the clock to register my new meter reads to name one) 
I guess what I'm asking is, with back billing rules and principles, can they legally bill me on an old meter when it technically has been decommissioned and replaced with a smart meter that they failed to update their system with? 

Qyburn

Name the supplier. Apart from anything else there may be people who have insight of experience of that specific supplier's processes.

HBomb78

British Gas

EssexHebridean

When the smart meter was fitted, were you left with a card or a sticker attached to the new meters stating the closing reads on the old ones? Alternatively - or additionally - did you think to take a final reading before the old meters were removed - or even better, take photos?

If the answer to any of the above is "yes" then that should resolve the subject immediately as it gives a definitive "answer" to the reading at which your old meters terminated. 

HBomb78

yes I did but they are refusing to update my actual readings further than 12 months

EssexHebridean

I can't see how they can bill you past that conclusive point on the old meters then - I take it you have given them that evidence of the final reading on those old meters? My expectation would be that they should bill you on the old meters to that point only, and then it comes down to them needing to work out the estimates at each given point from the new meters. Otherwise they would be billing you twice - including for energy "used" on meters past the point when they had been removed!

I don't know whether the back billing rules might make a difference to anything - someone like @MattMattMattUK might be able to advise on that. 

My expectation of what I would be paying in your situation would be the energy used on the old meters (which will be to a known date of course) + the energy used on the new meters which may need to be estimated up to 13 months ago, but should then be able to be actual readings from that point. 

Swipe

This will get resolved by the ombudsman. BG won't have a leg to stand on if you have the cards or stickers with the installation dates and readings for both of the new and old meters. Make sure the ombudsman has a photo of them.

Ildhund

Swipe said:

... cards or stickers with the installation dates and readings for both of the new and old meters. Make sure the ombudsman has a photo of them.

Cautionary tale: A 'MEX label' was left in my meter box (fixed by a chipboard screw to the backboard) by the engineer who installed a new SMETS2 meter last year. I went to check the meter a few weeks ago and discovered: 
  


Of course, I hadn't thought to take a photo of it before my furry housemates consumed most of it. I got in touch with the supplier to suggest that they use more durable, vermin-proof labels: no promises were made, but a copy of the photo taken by the engineer and salted away in his report linked to my account landed in my email inbox later that day. 

Not every supplier will be so helpful ...

MattMattMattUK

EssexHebridean said:

I can't see how they can bill you past that conclusive point on the old meters then - I take it you have given them that evidence of the final reading on those old meters? My expectation would be that they should bill you on the old meters to that point only, and then it comes down to them needing to work out the estimates at each given point from the new meters. Otherwise they would be billing you twice - including for energy "used" on meters past the point when they had been removed!

I don't know whether the back billing rules might make a difference to anything - someone like @ MattMattMattUK might be able to advise on that. 

My expectation of what I would be paying in your situation would be the energy used on the old meters (which will be to a known date of course) + the energy used on the new meters which may need to be estimated up to 13 months ago, but should then be able to be actual readings from that point. 

My understanding is that an element of back billing should apply, but the confusion with the decommissioned meters needs to be resolved first. 

I would get all the facts in order, clearly and concisely and let the ombudsman tell British Gas what to do. You will need to get all payments you have made and also your meter readings from your new meter since installation, as well as the closing read on the now removed meter. They can then calculate the real cost, remove any costs covered under back billing and correctly bill you for your current energy, as well as force BG to bill you based on the current meter.