Smart meter didn’t give my readings
D.W. writes: Last year, I switched to Lumo, part of Ovo Energy, paying £49 a month for gas and electricity, and it persuaded me to accept a smart meter. Recently, I noticed I had built up a surplus of more than £300 on my account, so I asked for a refund of £200. Lumo refused, saying it did not know the true state of my account as it had been unable to get any readings for six months.
LUMO accepts that its smart meter did not work with the billing system it was using. Some second generation meters have this snag, which rather questions just how smart the scheme really is. So, Lumo transferred your smart meter to a different billing system, and this has worked.
Lumo did not tell you that your smart meter was not working, because it only operates online and through an app. As a result of all this, you decided to switch suppliers. Lumo has calculated it owes you £30.76, which it has sent to your account, and you owe it £4.60 so you have sent a cheque to bring the saga to an end.