Energy companies have faced criticism over billing errors resulting in wild inaccuracies including a £244,000 bill for one month’s supply. Patrick Langmaid, owner of holiday park Martha’s Orchard, claimed that the mammoth bill resulted from a “not very smart meter” and left his business account £244,000 poorer. Normally, Langmaid pays £2,500 a month. However, the meter on the property clocked round back to zero, resulting in the huge energy usage estimate. Total Energies admitted that human error led to the huge invoice not being cancelled.
The massive overcharges have raised questions about why banks allowed the payments. Suppliers blame estimated meter readings, as well as human and automated mistakes, although how such bills could ever be sent is being questioned by the victims. Other recent cases include a catch-up bill of £16,000 that was eventually cancelled, and a Church charged £40,000 due to two erroneous bills. Customers are also frustrated at the difficulty of getting answers after such mistakes are discovered.
Dhara Vyas, deputy chief executive of Energy UK, commented that such mistakes are inevitable, as millions of bills are sent out daily. Vyas argues that communication and rapid resolution should be priorities, alongside compensation when appropriate. Energy UK indicates that the direct debit system which allowed Langmaid’s payment to be taken should be investigated.
UK Finance, representing the banking sector, suggests that payments are unlikely to be stopped except in the case of overdrafts. Direct debits are only set up with recognised companies, meaning the mechanism is unlikely to be checked by fraud departments unless raised as a specific issue. Suppliers are offering apologies, goodwill payments and compensation in some cases
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