Panicking about my potential energy bill!

[daffodiltalk]

Apologies in advance, this will probably be long.

My pre-payment meters stopped communicating with my energy supplier in March 2018.

I reported the problem straight away and they asked for some info and meter readings etc.

After a few weeks I received an email to TELL me that my meters weren’t communicating with them.

I got back in touch and again was asked for the info. Chased them up a week later and they said they didn’t currently have any engineers available in my area so they would put me on a waiting list and let me know when one was available.

They advised me to continue to top up online in the meantime, which I have done.

After a few months doing this, before the colder months I began to worry that I was topping up ‘blind’ because only the standing charge was being taken and until the problem was sorted out, any extra that I topped up was building up a credit, which would have been used if the meter was working.

I had no way of knowing how much gas and electricity I was using so just tried to top up what I thought would be enough.

They did offer me a standard meter to replace the pre-payment one but I would then get monthly or quarterly bills and I wasn’t comfortable with that as I’ve always paid by pre-payment meter to avoid getting into debt and manage the bills, I actually went to this company as their selling point at the time was that I could top up anytime on my phone.

I was worrying that, with winter approaching, I may not top up enough and would end up in debt.

I called my provider and they advised me of the average amounts I topped up in the same months of the previous year to give me an idea.
Still no engineers available, but assured me I was on the list.

Fast forward to March this year. I’ve been topping up what I think is the right amount weekly and waiting for my call but now it had been a YEAR!

I contacted them and expressed my concerns re potential debt.
They apologised and agreed to look into it.

Waited a few weeks and contacted them again.
They said they would send an engineer and the usual waiting time is 17 working days.

So engineers were now available! First I’d heard! nobody had called me when these engineers had become available, as promised.

Waited in for engineer and they didn’t turn up.
They compensated me with a £30 cheque and arranged a new appointment, 17 working days later...

This time they turned up, couldn’t fix it and I need a new meter.

Waited another 17 working days and today is the day they will fit my new meter.
They’ll be here this afternoon.

I’m terrified that I haven’t topped up enough and when this meter communicates with my energy company, despite there being well over £1000 in ‘credit’ on my account, I’m going to end up in debt.

If that happens what should I do?

I feel it would be really unfair to be put into debt because of this.

Will I have grounds to complain about how long I’ve waited for this work to be completed and the fact that I haven’t received good service from them?

Thanks for reading if you got to the end!

I hope the legislation also covers prepay meters. It is great that you have decided to hold on for now, especially as you are over the 12 month mark. I kept in contact each month with meter readings, but stopped putting excessive pressure on them to resolve it.

I would say that as you have reasons to want to pay more on a prepay meter, it is VITAL that you continue to keep the money safe, just in case.

If you find yourself covered by the 12 month maximum legislation (fingers crossed!) , it will hopefully be worth a little stress to have the extra cash available/ credit on your utility account. However, if you will continue to feel panicked, saving money will probably not be worth the stress.

Knowing your rights, keeping good records and remaining factual can often get you better results than going in with all guns blazing, just because it is your right to. I hope the meter issue is resolved and that you get piece of mind soon.

I had a long-standing issue with a small supplier a year ago that was only eventually resolved when I googled their CEO’s email address. After months of waiting it got sorted within a week and I got a credit back. (I did ham up my tale of woe as a needy single mother)

Condition 21BA. Backbilling
Part A: application to Domestic Customers
Prohibition
21BA.1 Subject to paragraph 21BA.2, where the licensee or any Representative Issues a
Bill to a Domestic Customer or otherwise seeks to recover (including via a
Prepayment Meter) Charges for the Supply of Electricity from that customer
(hereafter a “charge recovery action”), they must only do so in respect of:
(a) units of electricity which could reasonably be considered to have been
consumed within the 12 months preceding the date the charge recovery
action was taken; and
(b) where applicable, amounts in respect of a Standing Charge or any other
type of supply charge accrued within the 12 months preceding the date the
charge recovery action was taken.
Exceptions to prohibition
21BA.2 Paragraph 21BA.1 does not apply in the following circumstances:
(a) where any charge recovery action was taken prior to the date this
condition took effect;
(b) the licensee or any Representative, has taken a charge recovery action
following the date this condition took effect in a manner which complied
with paragraph 21BA.1 and, due to non-payment are continuing
to take steps to obtain payment for the same units of electricity and, where
applicable, the same amounts in respect of a Standing Charge or other type
of supply charge;
(c) the licensee has been unable to take a charge recovery action for the
correct amount of electricity consumed due to obstructive or manifestly
unreasonable behaviour of the Domestic Customer;
(d) any other circumstances, which following consultation, the Authority may
specify by publishing a statement in writing.

This is an extract from the supplier license, you can see that the backbilling refers to prepayment as well. Dh has said that your comments would be considered a complaint.

hedgehoglurker is correct in stating that you will only have to pay for the previous 12 months energy use and so you will only gain by sitting tight, but if you wish to resolve this situation and get a refund on your payments which go beyond 12 months you need to raise a case with the ombudsman who will also ensure payment terms for your previous 12 months usage do not cause you financial hardship. Be careful not to obstruct engineers (I know you haven't so far) access to the meter as doing so will invalidate the back-billing clause. Good luck!

21BA.1 Subject to paragraph 21BA.2, where the licensee or any Representative Issues a
Bill to a Domestic Customer or otherwise seeks to recover (including via a Prepayment Meter) Charges for the Supply of Electricity from that customer
(hereafter a “charge recovery action”), they must only do so in respect of:
(a) units of electricity which could reasonably be considered to have been
consumed within the 12 months preceding the date the charge recovery
action was taken; and

Sorry bolding didn't work!

Hi OP, unfortunately I had (nearly) the exact same problem!
I hadn't been as clever as you and hadn't been blindly topping up as much, and I was left with a debt of over £350 to pay. At first they wanted me to pay it back at rate of £1 a day (taken from my balance), but after much arguing with them on the phone, they agreed to let me pay it back at a rate of 50p per day. It took me 18 months to pay it all off.

If both your meters stopped working at the same time I suspect that the meters might not be the problem, it's extremely unlikely that 2 unconnected devices would stop working at exactly the same time imo.

I'd be prepared for the problem still not being resolved.

@WholelottaPaint thank you so much, that’s such useful information and I will be sure to use it!
Really appreciate the time you took to help me!

@TheDinnerWitch. Sorry to hear that you’ve had the same problem, it’s awful that you can end up in debt when you’re just left to guess your usage!

@caughtinanet. Yes, I’m just waiting until Monday and will not be surprised if this isn’t an end to the problem. Very frustrating.

But I still might not officially complain until they try to slap me with a bill if it means I’ll only have to pay 12 months worth, this could drag out much longer and perhaps work out in my favour!

Name change fail sorry guys, it’s still me!!

Back as actual me! Ffs what an idiot

@daffodiltalk

Being on a few FB groups and forums about money saving there is a definite common trend about people asking for energy supplier advice especially prepayment meters, smart meters and warm home discount (£140 one off discount on your electricity bill). This might be a useful video