This is what the industry calls a meter read dispute. It's when we talk to the previous supplier to work out what the readings should be - based on the amount of energy the customer's used in the past.
If you think this has happened, just give us a call as soon as possible - and we'll look into it for you.
Here it is, step by step...
We'll send the meter readings you gave us to your previous supplier to show them what we think the opening or closing readings should be. (We won't send you a statement for the energy we're disputing until everything's sorted, so your balance might not be 100% accurate while everything's going on.)
Finally, we'll update the meter readings on your account, create an up-to-date statement and drop you an email to let you know that everything's been put right.
Your previous supplier should also update your account and send you a new statement if it's needed.
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