Disputing an Electricity Bill: The Meter Readings Don't Add Up

Good morning, you're through to Brightwell Energy. Tom speaking.

Hello. I'm calling about my latest bill, which frankly can't be right.

Okay, let's get to the bottom of it. Could I take your account number?

It's MNH-58392.

Sorry, was that M for Mike, or N for November?

M for Mike, then N for November. M-N-H.

Got it, thanks, Ms. Hughes. I've got your account up now.

Good. So why on earth am I being charged £386.42?

I normally pay about £92 a month.

Hmm, let me see... Ah. This bill was based on an estimated reading.

Estimated? And what reading did you estimate, exactly?

We've got 04517 on file.

04517? No way! I read the meter myself yesterday!

Could you read me the current figure, then?

It's 04157. Zero, four, one, five, seven.

Oh! So the 1 and the 5 have been swapped round!

Exactly. That's 360 kWh I never actually used!

I'm so sorry. That's clearly our mistake, not yours.

Would you mind sending us a photo of the meter?

Well... I suppose so. Will that actually sort it out?

It should. Once it's verified, I'll reissue the bill straight away.

And the money I've already paid? It went out by direct debit.

You'd get a credit of £294.42 on your account.

I'd rather have it refunded, if it's all the same to you.

Of course! That's no problem at all.

I've also logged a complaint. Your reference is CMP-7206.

C-M-P, 7206. And how long will the refund take?

I'm afraid it can take up to 8 weeks.

8 weeks? Seriously? For your mistake?

Leave it with me. I'll flag it as urgent, so it should be much quicker.

Right. Well, thank you, Tom. I do appreciate your help.

My pleasure. And sorry again for all the hassle!

Just make sure someone actually reads the meter next time!

Ha, I'll pass that on. Have a lovely day!