Gas and electric

[Daisyshapedbuttons]

I have lived in my house for around 5 months now and all my meter readings were estimates by the company. I sent them correct readings several times which were much lower than their estimates, but they never added them to my account. Since the readings on the 31st they have suspended my account with a message stating my readings are wrong and need investigating. I know they’re not wrong. However they’ve put sent date as 1st April so I’m worried they’ll charge my entire time of living here with the higher rate because of their mistakes. They’ve also added my recent meter readings wrongly, so for example one with 2 0’s at the start they have added 4 of them. I can’t get through to them at all but can anyone advise me as I’m really worried about the costs and I’m already struggling to feed us. Thanks

I'd take pictures of the meters and email them. Do you have a record of the previous readings you gave?

Take photos of the meter readings as proof, send it over to them when your on the phone to them. Can't say it's wrong with evidence right in front of them.

What company is it?

Thanks I have got photos of the recent readings but not the previous ones although I did write them all down to keep a record for myself. British Gas

British Gas are awful.

In future when you send in readings, screen shot it with the time and date as proof.

I’m worried they’ll charge my entire time of living here with the higher rate because of their mistakes

They can try, but you don't have to accept it. You have a record, don't lose it - maybe take photos of your records so they upload into your Google/Apple cloud and they're safe.

Email them telling them you want to make a complaint about inaccurate billing. Give all the dates and readings and ask for an accurate bill.

If they don't come back to you in a reasonable time (say 2-4 weeks) resubmit your complaint via resolver.co.uk which is a free intermediary which walks you through the complains process, directing it to people who should be able to help you. It also then directs you to the ombudsman if it's not resolved in the statutory time frame. This focusses their minds because it costs them money every time a valid complaint is made to OFGEM.

Good luck.

Thank you appreciate the advice

What do BG have as your opening reading from the first bill, presumably 4 months ago? What is your current reading? Plus posting a photo of the current reading on the meter may help us spot the issue.

Definitely take a photo of the meter readings.

It's good you've got a record of previous readings. If they insist their right, then they're going to have to explain why they haven't got your previous readings and get back to you earlier about the discrepancy. If they mess you about too much, threaten to report them to ofgem if they haven't sorted it out within 48 hours. I did this at noon on a Saturday, had someone on phone at 8am Monday falling over themselves to sort issue out and offering compensation.