A Stirling family were left without electricity last month due to a smart meter mix-up.
Claire McRuvie, husband Josh and children, seven-year-old Aila, Orin (5) and Roan (2), moved into the new-build Penman Court property in August last year.
After querying a May 2022 dual fuel British Gas energy bill for £390.63 Claire discovered that there had been a name mix-up between her account and that of a neighbour’s.
And it later emerged that the serial number on the neighbour’s account was the number on the McRuvies’ electricty meter box.
At the end of August this year the McRuvies returned to their Raploch home to find that there was no electricty.
A British Gas engineer attended at their property on the evening of August 30, said Claire, adding: “When he spoke to an advisor he was shocked to learn that the electricity meter in my house was not the one on my account.
“Thankfully my neighbour was in and we managed to see their meter number which surprise, surprise was the meter on my account.
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“It turned out that the neighbour had recently gone over to a prepaid meter. After speaking to the engineer it became apparent that British Gas had changed the meter in my house to prepaid as this was the one on my neighbour’s account. So we had run out of electricity.
“When we first moved in we did receive letters with our neighbour’s name on it but just thought they had the names mixed up.
“We called them to change the names numerous times and this was not fixed until the end of 2021.”
Claire said the whole episode has been an intensely frustrating experience which has involved spending a lot of time on the phone with little result.
She also pointed out that food in her freezer had gone to waste when the family had been left with no electricity.
Claire said: “The gas side of things has been fine, but the problem is the electricity.
“We have done nothing wrong as customers. We paid every bill.
“British Gas representatives say they will call you back, but they never do.
“I have lost sleep over this. We feel so let down that British Gas could do this to a young family like ours.”
A Centrica/British Gas spokesperson said this week: “We’ve spoken to Claire to let her know we’re really sorry for what has happened.
“We’ve requested that the industry database is amended and we’re also updating our own records to ensure she is billed correctly in future.
“Claire is satisfied with the steps we’re taking to get this sorted for her and we’ll stay in touch until its fully resolved.”
