Which? uses cookies to improve our sites and by continuing you agree to our cookies policy

Are you due a refund from your energy company?

Faulty gas prepayment meters overcharge customers


Faulty gas prepayment meters have led to some customers overpaying

An estimated 1.5million customers have been overcharged due to faulty gas prepayment meters, it has emerged. 

The affected meters were set up incorrectly, meaning they miscalculate the price of gas and overcharge customers.

If your meter is faulty your energy supplier will contact you to fix it and repay any money you are owed.

However you pay for your energy, it’s worth checking you’re not spending any more than you have to. To find out which tariff is the cheapest deal for you, based on your energy usage, visit our independent comparison site Which? Switch.

Gas prepayment customers

Faulty meters are overcharging by an average of 3p per day, adding around £11 to an annual gas bill, EDF estimates. 

Which? executive director Richard Lloyd said: ‘This is yet another shameful example of energy companies failing their customers and one that has hit some of the very people who can afford it least.

‘Suppliers need to fix this fault as soon as possible and fully reimburse – with interest – the hundreds of thousands of people who have been overcharged.

‘We urgently need major reforms to fix this market and increase the low levels of trust we consistently see in energy firms.’

Save money on energy bills

If you have a prepayment meter you don’t have to do anything. Energy suppliers know which meters are faulty and will contact affected customers directly. 

Energy companies have said they will pay the first refunds to customers before Christmas. If you have had a new or replacement gas card since 30th October 2014 you will not be affected.

In the meantime, take a look at our 10 ways to save on energy bills guide to see if you could save money on gas and electricity this winter.

More on this…

Back to top