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Unexpected debt now added to meters - anyone else had this experience?

  • 6 February 2018
  • 16 replies
  • 1169 views

Was with Ovo before Boost took over and had a few teething problems with smart meter not connecting to electric or gas meter... had an engineer come out and replace the faulty meter but I was also told that the engineer was advised to fit a meter booster aerial which he didn’t fit and it resulted in this situation, after ringing up about a few queries I was then told I was £160ish in debt... not once have I ever ran out of credit, I add £50 per top up and then to find out that your in debt I think is out of order as this isn’t my fault... this is the energy providers problem... with this issue I feel completely let down and I’m now looking to change my duel fuel provider... has anyone else suffered the same problems
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Best answer by Nancy_Boost 7 February 2018, 17:00

Hey @Lee-13,

It sounds like your meters weren't in communication with us, if this is the case we wouldn't have been able to charge for your usage so you won't have needed to top up.

Now that we've added an aerial, it sounds like we're able to charge you normally. But any energy used when we couldn't will need to be paid for. We can break this down into smaller amounts if you don't want to pay it off all at once. I'd advise calling the team to discuss this on 0330 102 7517.

Let me know if you have any more questions,
Nancy
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16 replies

Hi. I was with Ovo energy and got switched over to Boost. I use my phone to top up etc. All of a sudden my phone is showing a debt. There's no explanation of the debt and in all my years at my address I have never accrued a debt so where has it come from? It can't be the extra energy you use on a weekend etc(when your account goes into a minus) because as soon as you top up it takes the full amount back from you. Any help would be appreciated. Thanks.
Userlevel 7
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Hi @Nance. thanks for posting.

Mm this does sound strange. I'm guessing it might be to do with adding a debt to the account as Boost might not have charged you for your usage.

Sorry i can't help you further! Please do let us know how you get on.
Well thank you for at least endeavouring to reply. I will call customer care soon.
Userlevel 7
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No sweat @Nance. they'll be best placed to resolve this for you.
Userlevel 6
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How strange. Call the team and get them to look into it for you. I've not experienced this so can't give any other advice sorry.
Userlevel 6
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Is this sorted @Nance. ?

It sounds like what happens when you haven't been charged for gas or electricity for a while - it will get added as a debt with a small daily repayment. Should have been contacted about it though.

Let us know what you find out when you contact the Care team!

Tim
Userlevel 5
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Hey @Lee-13,

It sounds like your meters weren't in communication with us, if this is the case we wouldn't have been able to charge for your usage so you won't have needed to top up.

Now that we've added an aerial, it sounds like we're able to charge you normally. But any energy used when we couldn't will need to be paid for. We can break this down into smaller amounts if you don't want to pay it off all at once. I'd advise calling the team to discuss this on 0330 102 7517.

Let me know if you have any more questions,
Nancy
Userlevel 1
Our meters stopped communicating with each other and we got hit with £280 for gas and have to pay £1 a day on top of our usage. Now it’s a choice to eat for 7 days a week or starve a couple of days to pay off the debt that’s been thrust on us, benefit payments I receive are very little and don’t go far
Userlevel 7
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Hi @Peter169 thanks for posting.

sorry to hear this, have you explained your situation to Boost?

Given the difficulty you will face with the rate of repayment at £1 a day, my advice is to call the customer care team at your earliest opportunity explaining your situation and asking to reduce your daily repayment rate, it may be worth asking to speak to the Extra Care team also.

Are you meters now communicating correctly?
Userlevel 1
I have got the same problem, I never had problems with ovo but since boost took over I got hit with £280odds for gas while both smart meters are paygo and their making me pay it back £1 a day
Userlevel 1
Hi Matt,
Yes the meters are in touch with each other now but the home display doesn’t show anything, I will give them another call and hopefully I don’t get the last person who answered as he sounded in a hurry and wanting to end the call, that the impression I got anyway, anyhoo still shocking how we’re made to pay hefty for errors on their side
Userlevel 7
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Thanks for replying @Peter169 I'm sure when you reach out to Boost they will be able to help you with this.

its good that your meters are communicating again; whilst I appreciate your frustration at having the large debt, I and Boost do expect all customers to pay for the energy they use.
when customers are aware of the meters not communicating with the system, Boost advise customers to top up as normal to cover the costs of the energy they have used so that when the meters reconnect you are not met with a huge bill.

As before i strongly encourage you to discuss the repayment terms of this debt when you reach out to the team.
Userlevel 1
Hi again, I called and what felt like an eternity I got payment reduced to 50p a day and we were never notified that the meters weren’t communicating it was when the debt just appeared on my app that prompted me to call and that was when I got expanded what happened and may I add it was when boost took over from ovo they stopped communicating, I was with ovo for over a year with no problems at all, now I dread looking at the app incase they’ve stopped again as the hub display only lights up there’s no info there was supposed to be a new one on way but been waiting three weeks now
Userlevel 5
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It sounds like your meter also lost communication with us @Peter169. We would have calculated what was used during the times the meters lost communication and added this a debt balance to your account.

Lucy
Had meters fitted 18months ago. Found out in May that the gas one is not taking money. Made appt no engineer showed up!! Now have a bill for over 700 quid. Not happy no one there to speak to today but they can send an email to say disconnect tomorrow!!!!!
Ccustomer service shambles
Userlevel 3
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Hi @Jbess,

I've moved your question to this existing topic as I feel it best answers it. Take a look at the best answer by @Nancy_Boost above!

Hope this helps you and gets you moving in the right direction.

Cheers,

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