Wrong meter serial number on my gas bill

[Geronimo1]

I am having major problems with my gas supplier, Southern Electric.

 

The problem was with both gas and electricity but hopefully the electricity side is now resolved - at least to about 75% satisfaction.

 

The background to the problem is as follows:

 

I live in a block of four flats over a shop front, flat 4. In July 2007 my landlord started building four more flats over the adjacent property, flats 5-8.

 

The new flats were completed in about April this year when the new occupants started moving in.

 

Around that time I changed my gas and electricity supplier from EDF to Southern Electric (via EquiPower and EquiGas).

 

Unbeknown to me, my landlord had installed all new electricity meters (for all eight flats) and new gas meters for flats 5-8.

 

When I got my subsequent bills, the amounts were far higher than I expected (the gas was about ten times more than anticipated) so I phoned in with my own meter readings. The gas meter reading was not accepted by the automated system so I checked it and my reading was right. I tried again but the figure was rejected.

 

I then checked the serial numbers on the bills. The electricity bill still had my old meter serial number and my gas bill had the serial number from the meter of flat 3.

 

I phoned up to point this out, since when I have hit nothing but brick walls, circular passageways and broom cupboards.

 

The electricity meter was sorted out within a month or so, so I will leave that aside.

 

When I first spoke to a representative of Southern Electric, I found it very difficult to convince them that the meters serial numbers were wrong. Eventually I took photos but they were not interested in seeing them. I was then asked to carry out a 'dead and alive' check on all the flats gas supplies. This I refused as I stated that it was not my job to be checking other peoples' gas supplies but I would ask my landlord to carry it out when he returned from holiday (unfortunately he is away quite a lot). They said that they would arrange for somebody to come and do it. Somebody came to check the Electricity meter but when I asked them about the gas meter they said that they knew nothing. I phoned Southern Electric to ask why this was and they said that a different person had to come for each meter - no appointment had been made to check the gas meter. An appointment was made but on the day nobody turned up.

 

I complained and another appointment was made - apparently it takes three weeks to make an appointment. Three weeks later nobody turned up. I complained and was told that there was a note on my file to say that the operative could not find anywhere to park. I asked why they had not let me know and they said that the operative did not have my phone number. I asked if they had my phone number and they said that they did but they could not explain why they had not informed me. Another appointment was made for three weeks later.

 

Out of the blue, I then got a letter from British Gas - addressed to me personally at flat 4, welcoming me as a new customer. I phoned British Gas to ask them what was going on and was told that they had no explanation and to ignore it. The next day I had a bill from British Gas for £89.54 based on an initial reading of 00000 and an estimated current reading. I decided to check the meter serial number and discovered that the serial number on this bill was the meter for flat 7. The occupant of flat 7 had been trying to establish an account with British Gas since he moved in in April.

 

I phoned British Gas (not my supplier!) and gave them the serial numbers of my meter and the meter of flat 7. I was then asked to collect the serial numbers of all the flats and they would phone me back. I wasn't happy having to do this but in the interest of getting the issue resolved I agreed.

 

On the day that the operative was supposed to come to check the meter, again nobody turned up. I phoned Southern Electric who said that they would get in touch with Metering Services and phone me back. About half an hour later Southern Electric phoned to say that the operative was very nearby and would be here within ten minutes. Half an hour later nobody had arrived. I phoned Metering Services. I spoke to the same representative who had spoken to Southern Electric and they told me that they had informed Southern Electric that no appointment had been made with them and that another appointment would be needed. So, an appointment was made.

 

I then got another letter from British Gas welcoming me as a customer. This I just ignored. It was followed by a bill for £0.00.

 

The latest appointment to check the meter was for this morning, 24th November. Again, nobody has shown up. I tried to phone them again today but after being on hold for twenty minutes I felt so sick of it all that I hung up. I have lost track of how much time I have spent on the phone - not only to my gas supplier but to British Gas and Metering Services. I have stayed in five times and only the first time did anybody show up and it was the wrong type of person to check my meter.

 

I have not used any gas since July in the fear that I would be billed for my neighbour's gas. I have received numerous final demands and threats of legal action and disconnection. Perhaps if they were to take legal action somebody might actually pay attention to the situation.

 

As I have posted in another section, I have a digestive illness which is aggravated by anxiety so this is literally making me ill.

 

I don't think I can face making any more phone calls. I have to explain the whole thing from the beginning every time I speak to somebody otherwise they behave like machines and give automated answers.

[Dakota]

You need to get in touch with the Energy Ombudsman to break this cycle their number is 0330 440 1624. I have a similar crossed meter problem but nowhere near as bad as yours. I wish somebody had advised me to go to the Energy Ombudsman sooner than I did. The staff are very helpful and will advise you what to do.

[Geronimo1]

Thanks for the reply.

 

They contacted me again last week and wanted to make another appointment. I refused point blank. The next day they phoned to say that they have accepted my word on the serial number and that they were going to compensate me 2 x £20 - which given that I have used no gas since April means that my account is in credit.

 

Sorry for not updating this but as there were no replies I didn't want to 'bump' it unnecessarily.