[Corina]

Hi all,

When I moved into the house where I live, I already had Utilita as electricity and gas provider and I didn't want to change. There were smart meters, but we didn't have IHD. After 2 years since I moved, I asked Utilita for an IHD, I sent them, as requested, a copy of the rental agreement by post. I received the IHD last year in November. This morning I received a message from Utilita that said "We have just added a suspended charge to your meter for the replacement In Home Display recently sent out" and they have already added an extra charge of £39.99 to my account and I don't understand why because, it was not a replacement of IHD because we never had one, I get the device last year in November not recently and also I sent them the proof of renting the house. Somebody can help me with an explanation? Thank you.

[Rebecca]

@Corina Oh no! Sorry to hear that! Very random that it's only just come through this message.

Please can you pop me your full address and best contact number via private mail using the link in my signature so I can get a member of our customer experience team to get this sorted for you?

Thanks,
Rebecca

[Pinkprincess]

@Corina did you get this issue sorted out?
I have had this charged added to my meter also, even though I received my new display in December 2022, and I sent my old broken one back so I wouldn't be charged for a replacement.