[Sweeney9904]

I cannot transfer my balances between my electric and gas meters. I have plenty of credit as I want to transfer credit from my electricity meter to my gas meter, I’ve submitted meter readings as my app says recent readings haven’t been received by the meter bug I still can’t transfer.

I’ve tried to call all week and get no answer, I’ve tried online live chat and get no response after waiting two hours and I’ve also tried submitting a report using the online form and I’ve heard nothing back.

can you please look into this and find out why the app and my online account isn’t reflecting my actual balance even though if I top up via the app, the payment is credited to my meter in my home.

thanks

[Rebecca]

@Sweeney9904 Hi there - have you tried watching the video on the step by step process to ensure you are doing the credit transfer process correctly? You can find the video and how to here

[Sweeney9904]

Of course I have seen the video I have previously transferred my credit between my meters but recently as they haven’t sent meter readings I cannot, I have even submitted meter readings manually and both my Mobile app and my Internet login still will not update with my current balance displayed on my in home display meaning I cannot transfer my balances

[Rebecca]

@Sweeney9904 How strange! Can you send me a private message with your full customer ref number and full address and contact number. I can then get this escalated to our customer experience team for investigation.

Thanks,
Rebecca

[Sweeney9904]

Message sent

[Sweeney9904]

Good morning @Rebecca

I had a call from your colleague who said they would be in touch with regard to an engineer visit to look at my meters due to weak signal however that was 3 weeks ago and I’ve still not been contacted about the meters and my smart meters are still not sending meter readings.

can you chase this up please

many thanks

[Rebecca]

@Sweeney9904 Hi there - thanks for this, I know Luke did try a few times to get in touch, I will ask him to try again.

Rebecca

[Sweeney9904]

I haven’t had any missed calls as far as I am aware

I will look out for his call

many thanks

[Sweeney9904]

@Rebecca I still haven’t had a call and I still cannot transfer balances between my accounts

can you look into this please

[Rebecca]

@Sweeney9904 Hi there, I was made aware he did try a few times with no answer, sorry to hear this - I will re-escalate this now for you.

Rebecca