A PENSIONER’S energy bill went up to over £3,500 in just six months leading to “two years of hell” – and she’s warned it can happen to anyone.
Peta Butler, from Tunbridge Wells, Kent, was left “terrified” to use electricity, with the ordeal stripping her of her confidence.
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And the 79-year-old says she is still struggling to sleep.
The problems began when she changed to a smart meter on a single tariff in 2022, but it was not recorded properly and she kept receiving estimated bills based on her old meter.
Between January and June last year, her bills rocketed despite no change in usage and she began panicking.
Peta told the BBC: “It’s been two years of hell. It’s affected my health. And it’s completely taken away any confidence I’ve got.
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“If I have to do anything, I just panic. I don’t sleep at night really because my body, it can’t let go.”
Smart meter issues
Smart meters measure gas and electricity usage, showing cost in real time.
When in ‘smart mode’ they send readings via a remote connection to energy suppliers.
However, if they lose connection they can revert to using estimated bills – though this should be corrected by the supplier using manual readings.
But some customers end up paying too much and struggle to get suppliers to return their money.
According to Smart Energy GB, there are nearly 35 million smart meters being used in the UK.
Of them, 88.6% were operating in smart mode by the end of 2023.
Peta said Utility Warehouse has since transferred £2,900 back to her but the amount doesn’t cover what she’s owed.
She has since switched to a different supplier.
A Utility Warehouse spokesperson said Peta will be fully refunded.
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“We acknowledge that the customer service Mrs Butler received fell below our usual high standards and we’re sorry for the inconvenience and distress this has caused,” they told the Sun.
“We have spoken to the customer and after further reviewing the account, have agreed to provide a goodwill payment in acknowledgement of the service she received.”
