[Stephenp53]

Every time I top up my meter it never gives me the full amount then I discovered that you are taking 35p out of every pound I top up I never asked you to do it so stop it and give me back all the 35p's that you have stole out of every top up I have made or I will switch to someone who will give me my full amount that I have topped up

[Rebecca]

@Stephenp53 Hello there! As the Community is for general enquiries and not account specific issues - it will be hard to know why exactly this is happening without taking a deep dive into your account.

Have you got any debt on your account? This can be any Power Up's left to pay back or any outstanding Friendly Credit that is still being paid back - if this is the case - it usually is set to a certain percentage of every future top-up to be paid back this way. If not - then I would advise using our Live Chat to get an advisor to check your account and see why this is happening and get the issue rectified.

I hope this helped?

Rebecca 🙂

[Stephenp53]

@Stephenp53 no I have the meter is always topped up & now my meter has started to play up ever since I changed the batteries there is no display at all even though the meter has never been turned off it's always plugged in to the mains

[Rebecca]

@Stephenp53 I would suggest calling up and speaking to an advisor in this instance - as they will need to access your energy accounts(s) and see what may be causing this.

Thanks,
Rebecca

[Stephenp53]

I have tried calling customer service and all I get is they are busy what for 1 hour every time I phone them poor customer service I would rate it 1 star out of 5

[Stephenp53]

@Rebecca I don't have any debt on my meter and y don't you take a deep look into my account to see why the money is coming off every time I top up

[Rebecca]

@Stephenp53 Hi there - the reason I do not take a look into your account is because as community manager, my job is to moderate and give general non account specific advise when other members have not already stepped in. This is predominantly a member to member help platform. All account specific enquires need to go down an official customer service route.