- Energy firms often rely on estimated meter readings – but this can backfire
- One Shell Energy customer was left with a massive bill due to faulty estimates
A Shell Energy customer says she ‘nearly fell through the floor’ after being given an energy bill that was almost 8,000 per cent higher than it should have been.
Debbie Abbott, 53, only uses gas sparingly, does not have a gas cooker and only puts the heating on when the temperature in her home falls to a chilly 14 degrees celsius.
As such, her most recent gas bills with her provider Shell were £10.66 and £15.12.
So she said she was left ‘gobsmacked’ and ‘nearly fell through the floor’ when Shell presented her with a final gas bill of £1,197 when she shifted her energy provider to Octopus Energy.
The incredible figure was a 7,818 per cent boost on her previous bill, and meant that rather than being £650 in credit, Shell now wanted her to pay it almost £550.
Meter madness: Energy firms can use ‘estimated’ final meter readings that give inaccurate bills
The huge bill was caused by Shell applying an estimated meter reading of 10,061, rather than Abbott’s actual final meter reading of 8,596.
> Have you been hit with a huge energy bill due to estimated meter readings? Email editor@thisismoney.co.uk
‘They did not ask for any proof, or query the figure, they just changed it,’ Abbott said.
‘In my own case, I have now cancelled my direct debit to hinder them from taking any more money from my account and provided a picture of my meter to show my reading is not anywhere near that figure.’
‘If I was an elderly or otherwise vulnerable person, this would not only provoke me a great deal of stress but could also direct to catastrophic financial hardship.’
Abbott raised the issue with Shell, but had no quick resolution. She contacted This is Money to see if things could be sped along, and to draw attention to the issue of incorrect estimated bills.
Shell initially said Octopus Energy was responsible for the high bill – while Octopus and Abbott said the fault lay with Shell.
Eventually Shell agreed to refund Abbott her £650 in credit and draw a line under the matter.
A Shell Energy spokesperson said: ‘When a customer switches supplier, the closing and opening reads are checked against an industry-held assess. In Ms Abbott’s case this industry assess was quite wrong but was incorrectly used during the switch.
‘Shell Energy has worked with Octopus to correct the error and contemplate the proper meter reading on her closing and opening accounts.
‘We’re sorry for the inconvenience she suffered and we’re pleased to say she’ll now be receiving a refund of her credit balance.’
Octopus bought Shell Energy earlier this month, and Octopus has paid Abbott £50 as a goodwill gesture.
