Prepayment meter but provider says I've underpaid

System

This discussion was created from comments split from: OVO claiming closed prepayment meter account is in Debit.

gom88

Hi! Hope you're still monitoring this account - I am in the exact same position.
Have been in my current home for 3.5yrs, always been on a prepayment meter since moving in, when I have run out of credit my energy is cut off and I've rectified it immediately and always repaid any emergency credit the next time I top up and it is deducted straight away.
I switched provider in July 2024, and in March 2025 I received a closing statement of £733.03 stating that I have used more energy than I have topped up each month over the 2-3yrs I had my account with them. They never have once sent me a statement, never once contacted me about this. If ever my credit has run out my energy is cut off, if I've used emergency credit it is repaid immediate on the next top up (which has never been more than 2 days if I'm away for a weekend, for example).
I am completely baffled by this and have just found your thread. I have raised a complaint but have no idea how to proceed if they insist I owe them this. 
Any advice greatly appreciated.

MWT

This would be best in its own thread so we can focus on the specifics of your problem rather than get mixed in with the original issue in this thread.

Is your meter a smart meter or an older one requiring a key or card perhaps?

There are ways to consume at the wrong price for example on the older meters that cannot happen on the new ones...

MSE_ForumTeam5

We've split this into its own thread

sheenas

Step 1 would be ask for the missing statements.