We bought our new home last November, the electric meter didn’t work, I notified the supplier and in January a new meter was fitted. For the two months the meter wasn’t working the usage was estimated at £350 of electricity , this is bearing in mind that the house is unoccupied. The company said that they would monitor are usage for two months with the new meter and then adjust it.
I’ve been emailing and explaining that the invoice hasn’t been adjusted, it now stands at £477. The company finally emailed back and said that the invoice is too high and offered £72 off and as a good Will gesture make it up to £100. Their computer had formulated a spreadsheet and it was attached.
My instinct was the person had gone to their supervisor and been told to offer us £100. I looked at at the spreadsheet and could see it was incorrect, the pattern in the numbers wasn’t right. They had purposefully made the spreadsheet look complicated when it wasn’t.
I emailed again and explained that their calculations were incorrect, no reply. I then sent my working out of the spreadsheet and pointed out that they had the day and night readings in the wrong columns. My other point was that in the first two months we had apparently used £350 of electricity and for the two months with the new smart meter we had used £54.
No reply for a week, a rather ‘sheepish’ reply finally came, “ We are extremely sorry and seem to have made a genuine mistake with your account. We have now calculated that we have overestimated your account by £300. Please accept our sincere apology.” I had calculated it at £298 but there had been a price increase within the period.
I have decided to gracefully accept their apology and refund, I know I’ve still used a lot of my time for nothing but I have enjoyed the ‘sweet smell of success.’
