n3mo:

not sure what you are worried

What suppliers do is "load" the meter to collect a normal standing charge each month plus a monthly payment to be set against a "debt". A positive balance showing on the meter will indicate that you can use power even when the debt hasn't been repaid in full. I'm not sure if some meters will also show debt details or the total monthly/weekly/daily standing charge, but it's worth pushing buttons to see what it will show. It should be possible though to see how many "units" (or possibly cubic meters with gas) are used in a week or a month and then calculate how much they should have cost and then work out the difference with what was paid.

Suppliers have a responsibility to send out regular statements that should have all the relevant details on but suppliers don't always honour their responsibilities, particularly when they make mistakes.

However, if all else fails, starting the procedure to switch supplier should either make the supplier declare the account situation (or their version of it) or possibly, if the current supplier doesn't claim that there is a debt, it will give Trfc06 the chance to start with a zero balance with a new supplier. If the current supplier declares that there is a debt to pay, holding a copy of a letter as mentioned in my last post will help the situation.

thanks for the replies, really appreciate it.

To n3mo: its for electricity, not gas. And what they do is, every time you top up they take a % of what youve paid to pay any "debt" they have showing. The balance on the meter is only what you haveleft, so you can still be in debt on a prepaid meter. So if i pay in £25 for example, they can take £10 of it for the debt, leaving me with only £15 to use. Plus, i am pretty certain that i have been paying over what i should have for 4 years becuase they showed a debt owing. I have worked out that i am currently using only £15-18 a week in usuage a week, not the £30 im paying. Thats potentially £3000+ in credit they owe ME.

If you've got a pre payment meter, what is the balance showing on the meter? minus £6000?

You cant get into debt with a prepayment meter so not sure what you are worried about as if there was no credit on the meter, you would be without gas.

There used to be an organisation called EnergyWatch that would stand up for customers in situations like this. Now that role has been taken over by either Consumer Focus or Consumer Direct - no one seems to be sure which - the exact role of these organisations is somewhat blurred. My advice is to still contact them and also to send a letter to put in writing what has happened. Your letter should state that you have paid bwtween £25 and £30 into the account each week over 4 years and you should ask to see a statement showing a current balance that reflects these payments. The letter should be sent either by recorded delivery or by posting at a post office and asking for a free proof of posting. It would be best to communicate by letter rather than by phone so that you have a record of what you have said.

If Consumer Focus or Consumer Direct are not helpful, you can ask for advice and/or support at your local Citizens Advice Bureau.

It is possible that the meter has been loaded to collect money for the "debt" as well as for electricity and you need to try to get a statement showing the current status of the account.

You could consider switching supplier. Normally this will only be allowed if you are up to date with payments and, if nothing else works, you could start this process and see what happens. It would be worth sending the letter mentioned above and waiting a few weeks for a reply first.

Edf changed our meter 4 years ago due to breakdown. We have a prepayment meter and have paid £25-30 a week into all that time. Got INVESTIGATED by them 3 months ago as they had no record of payments and thought we were fiddling the meter. They then realised their mistake. I have been chasing them for the last 3 months re this, calling all the time. Noone apparently can see what my account balance is! The team that can are not contactable by phone. Keep being told they will contact me back, but they never do. I am afraid that no payments we have made in 4 years have been credited to our account, and that they are showing us as having a massive debt. The meter is now taking even more weekly. I need some sort of proof that the £6000+ we have paid in this period is credited to me, and wether i am in credit or not? Surely i am entitled to this information. Help please?