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  • FIRST POST
    • Squawky
    • By Squawky 15th Jun 19, 7:29 AM
    • 105Posts
    • 35Thanks
    Squawky
    Energy supplier billing wrong address, how do I stop them?
    • #1
    • 15th Jun 19, 7:29 AM
    Energy supplier billing wrong address, how do I stop them? 15th Jun 19 at 7:29 AM
    I'm asking for a friend.

    She lives in a flat that has 6 apartments all with their meters in one room.

    She started getting demands a couple of years ago from First Utility listing a meter that does not supply her flat.

    With my help she got them to stop sending bills to her address, but now that Shell Energy has taken over, she has now received another bill for near on 1000.

    I have let them know that the meter number they list does not supply her flat, and given them the flat number that it does supply along with the meter number, energy supplier, and her account number with that energy supplier that does supply her flat, (for the last 9 years).

    I've recommended that they send an engineer to check the meter numbers against the flat numbers, but that's fallen on deaf ears.

    Unfortunately they are just not listening and are insisting that they do supply her energy.

    So, before I go external to Shell, what is the best method of getting this sorted?

    She's a pensioner and doesn't need this hassle, and it's starting to worry her about debt collectors.
Page 1
    • D_M_E
    • By D_M_E 15th Jun 19, 9:18 AM
    • 2,597 Posts
    • 72,200 Thanks
    D_M_E
    • #2
    • 15th Jun 19, 9:18 AM
    • #2
    • 15th Jun 19, 9:18 AM
    Work out if that particular meter is the actual one supplying her flat.

    Go and see her and get her to turn of absolutely everything in her flat, including the gas boiler, if it has one - power down the boiler correctly.

    Now, fill up a kettle and one of you go and watch the meter while the other one turns the kettle on.

    Meter, if it has a red light, the red light should not be flashing when the kettle is off as no power should be being used.

    When kettle is turned on light should flash and meter will advance its reading by a few tenths of a unit, or even possibly a unit.

    If meter does this then it's the correct meter - if it does not, check the other meters and see which one moves in sync with your investigations.

    You have to check if it's her actual meter before you have a go at them.

    If you do find it is her meter then she must WRITE a letter headed COMPLAINT in big bold letters detailing her saga and reiterating the fact that they are trying to bill her for someone else's energy.
    • CherylG
    • By CherylG 15th Jun 19, 9:31 AM
    • 1 Posts
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    CherylG
    • #3
    • 15th Jun 19, 9:31 AM
    • #3
    • 15th Jun 19, 9:31 AM
    Hi

    I have had a similar problem with shell energy I was switching from Scottish power to shell end of April. The electricy went over no problem but Sp have continued to take a direct debit for the gas. I rang them and they explained that they are still supplying my gas.
    I rang shell 3 times to be told they were. I was getting so frustrated the one person on the phone was so rude. Anyhow I rang back spoke to a more helpful person checked serial numbers who then told me I was being billed for gas supply to a flat down the road. I live in a house.

    So I have been paying Scottish power as they are actually supplying me but shell have also been charging me but for someone elses gas.

    I have asked to leave shell as I am so unhappy with their customer service. I would ring again and again eventually you will speak to some one who understands

    Cheryl
    • Squawky
    • By Squawky 15th Jun 19, 10:04 AM
    • 105 Posts
    • 35 Thanks
    Squawky
    • #4
    • 15th Jun 19, 10:04 AM
    • #4
    • 15th Jun 19, 10:04 AM
    She knows that it is her meter, it's all been checked out before.

    Trouble is, they want the account details to talk and, of course, she doesn't have them as it's not her account.

    The bill is addressed to "Mr. Owner Occupier"
    • Squawky
    • By Squawky 17th Jun 19, 10:38 AM
    • 105 Posts
    • 35 Thanks
    Squawky
    • #5
    • 17th Jun 19, 10:38 AM
    • #5
    • 17th Jun 19, 10:38 AM
    Shell are now saying it's because of the "National Database" that shows what meter supplies what properties.

    So now got to speak to the current supplier to try to get meter numbers/address sorted.
    • AndyCF
    • By AndyCF 17th Jun 19, 12:24 PM
    • 306 Posts
    • 628 Thanks
    AndyCF
    • #6
    • 17th Jun 19, 12:24 PM
    • #6
    • 17th Jun 19, 12:24 PM
    Hope you get this sorted, heard of this happening before. With a bit of luck it will get rectified relatively quickly now.

    With a bit more luck there should be a possibly a few for all the unwarranted hassle and time, at least in an ideal world a quick compo type cheque for 20-50 or something from them for "oops we are sorry!" would not be unreasonable... Assuming it does all check out that is.
    • snilloct1957
    • By snilloct1957 17th Jun 19, 12:41 PM
    • 147 Posts
    • 172 Thanks
    snilloct1957
    • #7
    • 17th Jun 19, 12:41 PM
    • #7
    • 17th Jun 19, 12:41 PM
    You have done everything right so far, contacting the energy company and so on. Have you sent the details of the problem in writing?

    Look online for the address of the customer service dept and send a letter "signed for." Include a letter from your friend, stating that you have permission to deal with this matter. Involve your local councillor/CAB, as they usually have a little more clout with these people. Be firm but not rude, and state that you expect a resolution within two weeks, or else the local newspapers will be hearing about how a pensioner is being hassled over a bill she doesn't owe.
    • Squawky
    • By Squawky 17th Jun 19, 1:16 PM
    • 105 Posts
    • 35 Thanks
    Squawky
    • #8
    • 17th Jun 19, 1:16 PM
    • #8
    • 17th Jun 19, 1:16 PM
    You have done everything right so far, contacting the energy company and so on. Have you sent the details of the problem in writing?

    Look online for the address of the customer service dept and send a letter "signed for." Include a letter from your friend, stating that you have permission to deal with this matter. Involve your local councillor/CAB, as they usually have a little more clout with these people. Be firm but not rude, and state that you expect a resolution within two weeks, or else the local newspapers will be hearing about how a pensioner is being hassled over a bill she doesn't owe.
    Originally posted by snilloct1957
    Yep, sent them a full explanation as a Word document, which they could not open so had to send a PDF, which they could.

    They then sent a reply which truly beggars belief in that they totally disregarded the information given and just repeated they do supply energy to that address.

    So I rang them and after talking to about 5 different people, who all spoke to their manager, finally got them to look at the PDF I had sent.

    This is when they said the current energy supplier is the only one that can update the database, which is interesting because up until then Shell Energy were insisting it was them.

    All a bit Catch 22 really.

    Anyway, I have now asked my friend to contact her energy supplier using all the information in the original PDF I sent to Shell to ask them to update the "National Database"

    Shell also asked for a favour, to ask those in the other property that the meter supplies to give them a ring......
    • Squawky
    • By Squawky 17th Jun 19, 1:27 PM
    • 105 Posts
    • 35 Thanks
    Squawky
    • #9
    • 17th Jun 19, 1:27 PM
    • #9
    • 17th Jun 19, 1:27 PM
    Also, I have just checked what the meter number is on the database by going to

    https://www.ukpowernetworks.co.uk/internet/en/help-and-advice/who-is-my-supplier/

    and it's giving me a third meter number, neither the one actually supplying my friend, nor the one listed by Shell Energy as supplying my friend.

    I'm beginning to wonder if the other residents in the complex are paying for each others electricity.
    Last edited by Squawky; 17-06-2019 at 1:35 PM. Reason: Added last paragraph
    • snilloct1957
    • By snilloct1957 17th Jun 19, 1:41 PM
    • 147 Posts
    • 172 Thanks
    snilloct1957
    Sometimes you just want to cry at the antics of some energy companies...

    Anyway, it doesn't stop your friend going to the local newspapers, etc. Don't forget to ask for compensation for all the stress and anxiety this has caused her.
    • Carrot007
    • By Carrot007 17th Jun 19, 1:54 PM
    • 2,366 Posts
    • 2,034 Thanks
    Carrot007
    Sounds crap. Have you personally seen the details from the database.


    If not and it's electric feel free to PM me with the details (if you want to) for a look and what I would recomend. And yes it's going to be a pain with multiple suppliers.


    I used to sort this sort of stuff out back in the day and quite frankly most of the people doing it can not think their way out of a paper bag.


    But htat's what you get from the no profit domestic industry we have gotten ourselves into. (no really there is no profit, why do you think so many get out of it and all the smaller companies colapse after tehy get to many customers to scale?).
    • Squawky
    • By Squawky 17th Jun 19, 4:00 PM
    • 105 Posts
    • 35 Thanks
    Squawky
    Sounds crap. Have you personally seen the details from the database.


    If not and it's electric feel free to PM me with the details (if you want to) for a look and what I would recomend. And yes it's going to be a pain with multiple suppliers.


    I used to sort this sort of stuff out back in the day and quite frankly most of the people doing it can not think their way out of a paper bag.


    But htat's what you get from the no profit domestic industry we have gotten ourselves into. (no really there is no profit, why do you think so many get out of it and all the smaller companies colapse after tehy get to many customers to scale?).
    Originally posted by Carrot007
    Yes, I went to the website and typed in the address.

    I now know that the local council, in their infinite wisdom, made the builder renumber all of the apartments just prior to the residents moving in.

    That's probably what's caused this mess in the first place.

    So the original apartment numbers may still be allocated to the electric meters in the database. So my friends number may have originally been allocated to the third meter number, but I do no understand quite why they are getting bills for the second meter if that's the case.

    It really needs all of the individual suppliers sending their engineers down to make sure the meters are allocated correctly, but I can't see that happening.
    Last edited by Squawky; 17-06-2019 at 4:04 PM.
    • Squawky
    • By Squawky 18th Jun 19, 9:38 AM
    • 105 Posts
    • 35 Thanks
    Squawky
    I'm trying to get my head around how this whole energy supply system works.
    If the actual electricity is supplied by UK Power Networks, surely they must have a database of who pays them for the electricity used on a certain meter.

    If they do, then they must be receiving two payments from two different energy companies for the same meter.

    Surely they must know this and should have told one of them that they are not the supplier.
    • Squawky
    • By Squawky 29th Jun 19, 5:17 PM
    • 105 Posts
    • 35 Thanks
    Squawky
    Well, the latest.

    UK Power Networks have said that " for some reason, xx and xxx have both been associated with the same meter serial number."

    Evidently the energy companies just pay UK Power Networks the number of households they supply by the average energy amount, the do not know the amount of energy being used by a particular meter.

    Anyway, I have been in contact on a daily basis with Shell, while waiting for her actual supplier to sort out the database.

    They still insist that they supply her energy but have not taken up the offer of having one of their engineers in to check which meter supplies which flat.

    Considering that it's been a daily email, she has now received a letter from ResolveCall saying that she needs to contact Shell by telephone within the next 7 days or one of their representatives will visit her at her address.

    I'm almost tempted to let them, but making sure that I am there, so I can show them what a mess this is, and they can check which meter supplies my friends flat if they so desire.

    So far I have just said that no way is anything going to be done over the phone as all communication is being recorded so that the ombudsman has all the details from contact.

    Also Shell keep saying that they will not deal with my email as it's not the one registered to the account, I have told them that that is impossible because there is no account. The second email from them then answers my email.

    All I keep telling them is that the meter number that they are billing my friend for, is not her meter, and to send their engineer down to check the proper supply.

    What else should I do now?
    • D_M_E
    • By D_M_E 29th Jun 19, 6:56 PM
    • 2,597 Posts
    • 72,200 Thanks
    D_M_E
    As long as "one of their representatives"! is not a debt collector then I would write accepting such a visit, and include in my communication a time and date for whoeveritis to attend.

    I would then wait ouside the premises - not allow them entry to the flat - and explain in simple, easy to understand words what the problem is and, if necessary, give them a copy of what UK Power have said in respect of two or even three suppliers for one meter.

    That's if they do bother to turn up.
    • Houbara
    • By Houbara 29th Jun 19, 8:20 PM
    • 4,622 Posts
    • 3,210 Thanks
    Houbara
    Well, the latest.

    UK Power Networks have said that " for some reason, xx and xxx have both been associated with the same meter serial number."

    Evidently the energy companies just pay UK Power Networks the number of households they supply by the average energy amount, the do not know the amount of energy being used by a particular meter.

    Anyway, I have been in contact on a daily basis with Shell, while waiting for her actual supplier to sort out the database.

    They still insist that they supply her energy but have not taken up the offer of having one of their engineers in to check which meter supplies which flat.

    Considering that it's been a daily email, she has now received a letter from ResolveCall saying that she needs to contact Shell by telephone within the next 7 days or one of their representatives will visit her at her address.

    I'm almost tempted to let them, but making sure that I am there, so I can show them what a mess this is, and they can check which meter supplies my friends flat if they so desire.

    So far I have just said that no way is anything going to be done over the phone as all communication is being recorded so that the ombudsman has all the details from contact.

    Also Shell keep saying that they will not deal with my email as it's not the one registered to the account, I have told them that that is impossible because there is no account. The second email from them then answers my email.

    All I keep telling them is that the meter number that they are billing my friend for, is not her meter, and to send their engineer down to check the proper supply.

    What else should I do now?
    Originally posted by Squawky
    Why should they send an "engineer " to check who s meter is who`s. ? he can t check it anyway just by looking at it ,,Its absolutely nothing to do with a supplier if a builder has messed up with serial numbers to meters.The occupiers can do it easily enough. Its their problem not a supplier you happen to choose.
    A simple "kettle " test will reveal whos electric meter is who s.Turn the control valve off at the gas meter to check if it stops the gas supply. I would only do this with the other occupiers permission
    As a meter reader for 20 years I ve seen it all with crossed meters to various flats. It happens in most large new build estates somewhere along the line.I m not sure which person s job it is to collate all the meters but they keep getting it wrong.
    Most of the time it is when they change from plot numbers to house numbers. They are not the same
    I ve even seen it with some flats in Howden where each of the 8 gas meters to each building all had the same serial number allocated to each flat, even though the meters themselves had a different digit difference . The flat dwellers were oblivious to this and just accepted whatever the current supplier billed them at.
    It was impossible for me to work out whos meter is who s to get the correct reading. It needed the occupiers do do it themselves, then correctly label their meters to the appropriate flats..No "engineer ", that is code for "meter reader " can sort that problem out on his own.
    Last edited by Houbara; 30-06-2019 at 7:19 AM.
    • snilloct1957
    • By snilloct1957 29th Jun 19, 8:39 PM
    • 147 Posts
    • 172 Thanks
    snilloct1957
    Why should they send an "engineer " to check who s meter is who. ? he can t check it anyway just by looking at it ,,Its absolutely nothing to do with a supplier if a builder as messed up with serial numbers to meters.The occupiers can do it easily enough. Its their problem not a supplier you happen to choose.
    A simple "kettle " test will reveal whos electric meter is who s.Turn the control valve off at the gas meter to check if it stops the gas supply. I would only do this with the other occupiers permission
    As a meter reader for 20 years I ve seen it all with crossed meters to various flats. It happens in most large new build estates someone along the line.
    I've even seen it with some flats in Howden where each of the 8 gas meters to each building all had the same serial number allocated to each flat, even though the meters themselves had a different digit difference . The flat dwellers were oblivious to this and just accepted whatever the current supplier billed them at.
    It was impossible for me to work out whos meter is who s to get the correct reading. It needed the occupiers do do it themselves, then correctly label their meters to the appropriate flats..No "engineer ", that is code for "meter reader " can sort that problem out on his own.
    Originally posted by Houbara
    Hi Houbara, You wouldn't consider making a house-call to this lady's flat, would you? You seem to know what you're doing, which is a lot more than can be said for the muppets at the leccy companies she's had to deal with. It would only be a couple of hours work, and I'm sure they'll pay you for your trouble.
    • markin
    • By markin 29th Jun 19, 11:08 PM
    • 647 Posts
    • 550 Thanks
    markin
    No its up to you it seem, start with testing and labeling your friends, and maybe post a letter to everyone in the block to test and label their own, and report it to the suppler, not that it will be popular, some will get bigger bills.
    • Squawky
    • By Squawky 30th Jun 19, 8:07 AM
    • 105 Posts
    • 35 Thanks
    Squawky
    Why should they send an "engineer " to check who s meter is who`s. ? he can t check it anyway just by looking at it ,,Its absolutely nothing to do with a supplier if a builder has messed up with serial numbers to meters.The occupiers can do it easily enough. Its their problem not a supplier you happen to choose.
    A simple "kettle " test will reveal whos electric meter is who s.Turn the control valve off at the gas meter to check if it stops the gas supply. I would only do this with the other occupiers permission
    As a meter reader for 20 years I ve seen it all with crossed meters to various flats. It happens in most large new build estates somewhere along the line.I m not sure which person s job it is to collate all the meters but they keep getting it wrong.
    Most of the time it is when they change from plot numbers to house numbers. They are not the same
    I ve even seen it with some flats in Howden where each of the 8 gas meters to each building all had the same serial number allocated to each flat, even though the meters themselves had a different digit difference . The flat dwellers were oblivious to this and just accepted whatever the current supplier billed them at.
    It was impossible for me to work out whos meter is who s to get the correct reading. It needed the occupiers do do it themselves, then correctly label their meters to the appropriate flats..No "engineer ", that is code for "meter reader " can sort that problem out on his own.
    Originally posted by Houbara
    We switched her meter off and checked to see if her flat had any power, it didn't.

    I've told Shell this, but they are not listening, hence why I asked them to send an engineer to check. If the database is wrong, the occupier cannot correct it.

    And all the correct labelling was done at first occupancy ten years ago.

    I've even sent photographs of the meters.
    Last edited by Squawky; 30-06-2019 at 8:16 AM.
    • Squawky
    • By Squawky 30th Jun 19, 8:14 AM
    • 105 Posts
    • 35 Thanks
    Squawky
    No its up to you it seem, start with testing and labeling your friends, and maybe post a letter to everyone in the block to test and label their own, and report it to the suppler, not that it will be popular, some will get bigger bills.
    Originally posted by markin
    That has all been done and the correct flat numbers allocated to the flats. This was all done at first occupancy ten years ago.

    As I said in my original post, she changed to her current supplier over 8 years ago, and it was only in the last two years that First Utility sent her a bill.

    I got that stopped middle of last year, then Shell purchased First Utility, and she gets two bills a month apart, both answered by letting them know it's not her meter and that she is with a different supplier and has been for the last 8 years, then the letter from ResolveCall three weeks after the last bill.
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