The Crusader: Big credit for energy customer after smart meter probe | The Crusader | Finance

Grappling with smart meters that were not so smart had made an electricity customer very wary, but that turned to fright when she got an energy bill warning her she was £800 in debt.

The bombshell calculation Marie Francis received came on the back of yet another installation of an Economy 7 meter in her flat.

++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk ++;

“I’ve already had two smart meters but they didn’t work and were removed,” she told Crusader. “I’ve never had anything against smart meters – they can make everything easier especially for someone like me  – I’m 90 and live alone.

“But they need to work and I’m no expert so I can’t tell when they are playing up. I thought this new meter was doing its job but then this bill arrived and is more than I have ever been asked to pay before.”

Although energy prices continue to go up, Marie’s situation and usage hadn’t changed – key common-sense points to consider when questioning a bill’s accuracy.

So given the chequered installation history in her home and her vulnerable situation, Crusader asked supplier E.ON if it could review her payments and check again if the current machine was working properly.

It shared our concern and investigated immediately and it turns out she was right to challenge the charges. It’s Marie’s understanding that there were inaccuracies in the recording of the cheaper night rates which bumped up the calculations.

“We have worked with [Marie] to understand her concerns and have now recalculated [her bills] resulting in her being in credit and offered a good goodwill gesture which she has accepted,” E.ON told Crusader.    

Marie is now £118 in credit, her direct debit charge has been reduced from £144 to £91 a month and she is £53 better off thanks to the goodwill gesture.

“I’ve been worried sick, now I can sleep at night and am so relieved,” she told Crusader when thanking us for our support. [name has been changed]