My supplier thinks I have more credit in my account than I really do

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This discussion was created from comments split from: Smart Meter.

MABLE

I queried why meter readings had stopped one month ago and my supplier deleted readings taken for the last year and replaced them with estimates.  They asked me to take a picture of the smart meter showing latest read. 

They have advised I writing I am over £1600 in credit.  Their complaints department said I have been overcharged.  

Sorry they are wrong and I know I am in credit but only about £900.

QrizB

Holy thread necromancy Batman!

@MABLE your query would be better as a separate thread. I'll ask the mods to split it out.

QrizB

MABLE said:

I queried why meter readings had stopped one month ago and my supplier deleted readings taken for the last year and replaced them with estimates.  They asked me to take a picture of the smart meter showing latest read.

Who is your supplier?

Do you have copies of your bills, or another record of the readings they've deleted?

What is the last "actual" reading before their estimates and what does your meter read today?

Edit to add: per your post from January, your supplier is British Gas?

https://forums.moneysavingexpert.com/discussion/comment/81234303/#Comment_81234303

MSE_ForumTeam5

Hi @MABLE we've split this into a new thread

MABLE

On reflection I am not stressing anymore about this.  I know my true credit balance and have requested £600 back and leave the correct balance on my account of £300.  However as I pay by variable dd there shouldn’t be a credit at all but just made additional payments as a cushion. 

Also a smart meter reading was obtained by them yesterday and the Resolver in BG said everything was in line of what they expected.

Bigphil1474

OP, don't make additional payments as a cushion - if you want to cover any potentially high bills, stick it in a savings account. Even one paying 3 or 4% is better than sticking it in your energy account and get 0%.

MABLE

Bigphil1474 said:

OP, don't make additional payments as a cushion - if you want to cover any potentially high bills, stick it in a savings account. Even one paying 3 or 4% is better than sticking it in your energy account and get 0%.

Makes good sense and will let the remaining credit evaporate.  However I know my useage so will keep it in my  cash isa.  

QrizB

MABLE said:

This is still going on

What in particular is still going on?

- You're still in credit? That wouldn't be a surprise, it's summer and it might take 6 months or more to use up £900 of credit if you don't ask for a refund.

- You're still using your BG account as a savings plan, although we said you shouldn't?

- BG still haven't billed you correctly?

- Some combination of these?

- Something else?

MABLE

Please ignore my last message it was sent in error and nothing to do with my BG account.

I have not now been using the account as a savings plan since last discussed.

The latest information is they eventually produced another bill and was checked by a specialist.

I am now £1087 in credit and this includes a goodwill payment of £50 for the inconvenience caused.

I asked them to refund £600 and still £1087 in credit.