Has anyone ever had a meter reading error?

[yoghurttops]

Hi.

I’ve been with Utility Warehouse for about 2 years - since moving to this property. This is a long one but hope someone can point in the right direction.

I paid my bills on time. Then at the end of year 1, they asked me for my meter reading. Because it was higher than expected they added a debit of £1000 to my account which I couldn’t afford.

I asked for a hold on my account - which they did. I then started submitting my meter readings every quarter however, the first meter reading I submitted in year 2 was “lower than they expected” - so I sent them a picture as evidence. They still couldn’t believe it so they ignored me for about 6 months, despite me chasing by email. They said because my meter reading is lower than expected they cannot give me a payment plan at all until it is sorted.

The issue is no matter how many times I send them a meter reading, including pictures of my actual meter - they ignore me and refuse to agree to a payment plan. I have spoken to different advisors on the phone and they ask for my reading; ask me to submit a pic and then because their system won’t accept it they tell me they will call me back - and they never do. This has happened every month since Spring 2023z

I am paying off the debt as I go along. I do have other debts to pay too. However they are now threatening to take this to bailiffs. My issue is that I am doing absolutely everything in my power to pay it off. It because the meter reading is lower than they like - they do not want to settle this payment with instalments.

I’ve just paid a big chunk. Called them up and found out I have another £900 credited. But again, they are refusing to give me a payment plan.

I submitted my meter reading again and they said I have a “static” night reading which could be what is causing the issue (it took a whole year to get to this conclusion).

They now want to update my meter before agreeing to a plan and there are other terms and conditions attached such as they can no longer take my meter reading until one of their engineers has performed an update.

What can I do? My account is on hold until the end of Jan. I am also due to move out of this house due to being evicted (landlord wants the property back) but I really want a payment plan to ease my mind and get them off their back.

Who can I escalate this to?

My meter was read by someone from the energy company. When I next read it, it was lower, I only had to send a photo and they sorted it.

Have they been out and physically checked it ever?

There is an energy ombudsman you can escalate it to.

Get the CEO's name and contact details. Take your complaint to the top. If they still don't do anything then take it to Ofgem.

Do they mean they are going to forcibly change your meter, presumably to a smart meter? Are they trying to put you into prepayment mode? They shouldn't railroad you into this if you don't want a smart meter.

What they're doing is very sharp practice and wrong. Make a complaint, or contact citizens advice for help (they are the govt backed/funded service for help with energy issues).

If you can't afford it, don't pay just to get them off your back.

Utility warehouse are a bunch of....

They've just hit my disabled auntie who's bed bound and only heats one room 3k for a bill. There's really something fishy going on with them.

Have you put in a complaint?
If not, get one in now.
Then, 56 days after the complaint goes in - assuming it's not resolved - you can escalate to the Energy Ombudsman.

Dig your heels in, this is shitty! Def escalate

Yes I have. I accidentally typed in the wrong number on the app making it higher than it was. Direct debit was increased by 100 a month. When I realised I just called them and they asked for a photo and they amended it. This was British Gas though.

Can you change suppliers?
I definitely wouldn't be forced into upgrading meters etc if you don't want to. Just phone and ask to speak to a manager, refuse to discuss it until it's a manager and then explain. Send the photos you have will be dated and state you expect your bill to be amended accordingly.

Thanks for your response.

I did send them an email - and have complained, and it is been like a monologue since. I emailed them in July and nobody has got back to me - so each time I rang customer service I updated the email thread with updates. Ironically I received an email about 3 days ago from someone saying “sorry we have been busy over the festive period”! (Umm 6 months later)!!

I wasn’t aware who I could escalate it to - so thank you for your suggestions. I will be doing that and will look into changing my energy provider. I’m supposed to be moving out soon and this is the last think I need.

An update - I gave the customer service team a call (as I’ve been doing so every month) and I mentioned half of the suggestions below. E.g. I am awaiting to hear back from Ofgem as I’ve escalated the complaint and have the contacts to the CEO and they were quicker to react. They’ve said once they’ve updated the bill this month they will “surpass” the rules that are preventing me from setting up a payment plan and they will be in touch next week.