Energia/ESB overcharging 7000€ (after installing new meter)

spupazza

I live in a rented apartment block. On May 29th, the meter was replaced with a new type. On July 5th, we received a bill for €7,287, covering the period from April 18, 2024, to June 18, 2024. Our supplier is Energia.

We contacted Energia to report what seemed to be an obvious mistake, stating that we wouldn't pay such a bill. It appears that Energia investigated the issue with ESB, and after two adjustments, the bill was reduced to €4,052, which is still excessively high.

E1.PNG

For reference, during the same period last year (April 18, 2023, to June 18, 2023), we consumed 512 kWh during the day. This year, they are charging us for 18,523 kWh for the same period (16,157 kWh with the old meter and 2,366 kWh with the new one). The night usage is similar: in 2023, we consumed 335 kWh, while in the same period in 2024, they charged us for 358 kWh.

Now, Energia has threatened to disconnect our service if we don't pay. The operator mentioned that if we're unsatisfied with the investigation's outcome, we need to contact ESB. Essentially, Energia considers this matter resolved from their side. We are left with the choice to pay or face disconnection and legal action for recovery.

I have a few questions:

1. Who should we contact at ESB to reopen the investigation? This seems like a clear mistake, as they are charging us 36 times the amount of units consumed in the same period last year.
2. Can Energia disconnect our service if we refuse to pay?
3. If Energia disconnects our service, can we switch to another provider?
4. Can we switch to another provider while this dispute is ongoing?

cap.in.hand.

Definitely looks a huge mistake but energia not at fault here... definitely ESB networks who own and service the meter have to explain this.

whomitconcerns

Your other answers to q2,3,4 are yes, no and no

Jim_Hodge

Where readings billed up to the new meter actual or estimated?

swampy353

https://www.boards.ie/discussion/comment/122681043#Comment_122681043

Esb would have taken a read as they removed old meter, assuming the new one is a smart meter, so reporting actuals automatically

MrMusician18

Not enough detail OP. When was the last time the old meter was actually read? ESBN do a meter reading on the old meter before they remove it.

How long have you been at the property and when was the last time you had the old meter read prior to it being removed?

Answers to those questions will determine your liability. If it's a case of a long under estimation then you will have to pay it although energia should put in place an affordable repayment plan for you

Jim_Hodge

https://www.boards.ie/discussion/comment/122682221#Comment_122682221

So? I asked what readings were up to that point. An actual reading at that time, after many estimates, would lead to a large bill. The Meter was changed in May and the large bill was Apr-Jun.

cap.in.hand.

Since the new electricity meter was installed it would be interesting to see how much usage is actually being used in real time since then

Jim_Hodge

https://www.boards.ie/discussion/comment/122682342#Comment_122682342

Easy enough for the OP to do a daily read and see how it's averaging out.

cap.in.hand.

https://www.boards.ie/discussion/comment/122682358#Comment_122682358

You'd think they'd do that alright

GerardKeating

https://www.boards.ie/discussion/2058371763/energia-esb-overcharging-7000-after-installing-new-meter

Looking at the number of estimated reading, there is the possibility that you were underpaying for a period before the meter swap, either with a lot of estimated readings, or a faulty meter.

Or the is a grow house next door, and they taping into your supply.

Sarn

Looking at the bill, the final ‘Day’ reading should not have been an estimate given that the meter was being replaced. The ‘Night’ reading for the old meter is an actual reading and looks reasonable.
If ‘CU’ stands for customer reading and you have a photo of the previous reading you submitted, I’d be sending that on to ESB networks and Energia. It looks like the ESB estimator messed up. I’ve had a case where my estimated usage was 0 for two months usage for no reason, pushing me onto a low usage tariff.
The estimate for your new meter is likely off as well, would be worth getting an actual reading to support your claim.

halkar

16k of estimate usage is ridiculous for two months. That's like what I use in 3 years. Why was old meter night usage is actual and they estimated the day usage. There should be no estimation on the old meter and final reading should be there. Not sure who made mistake here. Esb is in charge of putting meter and should have taken the final reading and submitted to Energia. Something went wrong between them. I would ask Esb for the final reading of the meter.

When they come to change my meter I took picture of my meter half an hour before they changed and took the picture of the new meter after it was installed. There are a lot of stories like yours but 7k euro is ridiculous.

halkar

16k of estimate usage is ridiculous for two months. That's like what I use in 3 years. Why was old meter night usage is actual and they estimated the day usage. There should be no estimation on the old meter and final reading should be there. Not sure who made mistake here. Esb is in charge of putting meter and should have taken the final reading and submitted to Energia. Something went wrong between them. I would ask Esb for the final reading of the meter.

When they come to change my meter I took picture of my meter half an hour before they changed and took the picture of the new meter after it was installed. There are a lot of stories like yours but 7k euro is ridiculous.

eeepaulo

Go and have a look at the new meter, make a note of the readings on there at the moment, because that bill says you have used 2366 units from the end of may until 18 june, maybe that was what the adjustment on the bill was for but not clear given the info.

ESB installers also take pictures of the meter before install, i would request that off them because the final read is an estimate according to that bill.

The last reading was CU so customer, and energia are asking for the full amount during this billing period, when did you call in that reading?

Buffman

The glaring issue there is the final '94241E' day reading on the 'old' meter giving 16157 units used. I'd have a major query with them as to why it's an estimated reading when they physically removed the meter and should have a final actual day reading at that time. They have an actual night reading so why not an actual day reading? It essentially looks like ESBN or their contractor 'forgot' to take the actual day reading and the supplier have now pulled a ridiculous estimated figure out of their rear end!

Also, I presume it was a new 'smart' meter that was installed, so I'd be querying why they're giving you estimated readings on that also when the whole idea is that they should be actual.

As you've already complained to your supplier unsatisfactorily you can make a complaint directly to CRU now, I wouldn't waste your time with ESBN.

https://www.cru.ie/make-a-complaint/

https://www.cru.ie/make-a-complaint/complain-to-the-cru/

spupazza

https://www.boards.ie/discussion/comment/122681043#Comment_122681043

https://www.boards.ie/discussion/comment/122682358#Comment_122682358

Thanks to everyone for your replies.

To clear out:

1-According to their estimate, we consumed 16157 kwh during daytime between the 18th (last reading for which I have taken a picture) of April and the 29th of May (the day when the new smart meter was installed). The night reading appears to be in line with what we were expecting. So they estimated we consumed all that power within 41 days, which is physically impossible on a domestic line.

2-From the 29th of May to the 18th of June they charged us with 2366kwh during daytime.

I have taken a reading today, and since they installed the new smart meter we have used 998kwh (during day time). This makes an average of less than 8kwh per day during day time.

As I requested a picture of their reading, Energia replied that ESB investigated the issue, found that the meter was faulty and lowered the bill from 7000€ to approx 4200€. My understanding from their email is that ESB resolution cannot be further disputed as they have already done their investigation.

Also I never got a revised bill, they just made deductions.

goldenhoarde

You need to review your previous bills and see if they were actual reads or estimated

Some apartments are not ready due to access issues.

How long are you in the place as this may be the result of lower bills over a number of years if no reading was being submitted or read by a meter reader.

You are being charged in the apr - June billing cycle not actual usage but rather historic usage now that a meter reading has been submitted

Easiest way is to check bills prior to apr-june for the meter readings on those

10-10-20

There was somebody on here or in the electrical forum around 6 to 8 months ago who also had their meter replaced and received a massive bill afterwards. I can't for the life of me find that thread… might be interesting to find it and see what their outcome was.

Sarn

As the OP has clarified, they submitted a reading for the previous bill so the issue is not underestimated usage over several years.
ESBN are saying that there was a fault. Did they say what the fault was? I didn’t think they could just charge you if the meter was under reading, through no fault of your own, without some explanation. They would need to provide some justification for their calculation of units used. How far back are they charging? You might not have been a tenant at that stage, what rate was applicable at the time?
Or are Energia implying that your meter developed a fault leading to the massive over-read in the space of two months? Despite it not being consistent with your previous usage

Definitely time to contact the CRU.

spupazza

https://www.boards.ie/discussion/comment/122684493#Comment_122684493

I did review my previous bills and my usage has been constant over the years.

We have lived in the same apartment for 15 years and my consumption has been quite regular.

We normally consume less than 8kwh during daytime when the heating is not on (which is between April to October).

I have checked the bill from last year and the usage during the same time period has been the same that what we registered during the summer (with the new smart meter).

cap.in.hand.

https://www.boards.ie/discussion/comment/122684447#Comment_122684447

So are you saying since the 29th may when new meter installed and today you took a meter reading yourself on that new meter and it now reads 998 kWh units day on the clock now...I presume you have a day/night meter?.....how can they be only 998 kWh units on your meter today since it there may 29th and you say they billed you for 2366 kwh on the same meter unit from may 29th?

con747

https://www.boards.ie/discussion/comment/122684522#Comment_122684522

This one?

https://www.boards.ie/discussion/2058365955/mad-bill-from-electric-ireland

eeepaulo

https://www.boards.ie/discussion/comment/122684581#Comment_122684581

I would be contactjong ESBN directly

Phone1800 372 757or +353 21 2386555 (Mon-Fri 08:30-18:00 and Sat 08:30-13:30)

Have your mprn, ask if they can provide the photo of the install, as that previous thread link suggested, check your S/N is correct in the picture.

Are the meters for the apartment located together or did they do a number of meters together? Im sure mistakes happen all the time when so many are being done.

Sarn

https://www.boards.ie/discussion/comment/122684603#Comment_122684603

The 2366 was an estimate on the bill (despite being a smart meter) and didn’t reflect actual usage. Probably to cover down time between the install and meter readings being sent to ESBN.

cap.in.hand.

https://www.boards.ie/discussion/comment/122684723#Comment_122684723

But still if the meter clock says 998 kWh units today ,the evidence of usage is there on the clock,esb networks own meter... they'd already been billed up to may 29th on the wonky meter

10-10-20

https://www.boards.ie/discussion/comment/122684621#Comment_122684621

Think that's it alright, thought it was further back in time. 😀