Q. Earlier this year my gas smart meter stopped working.
I contacted my energy supplier, British Gas, and asked it to send an engineer to fix the meter.
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But the appointment was cancelled three times.
Every time I was told I would be given £40 in compensation.
But British Gas has now said it only has one record of a missed appointment and has credited my account with £50 as a gesture of goodwill.
While my meter was not working British Gas estimated my bills and doubled my direct debit, even though I asked it not to.
I was frustrated so I decided to cancel my direct debit and I missed May and June’s payments.
The company has now said that my account is in debit and I owe it money.
I feel like I’m going around in circles – can you help?
Gillian Morrison, via email.
A. My inbox is constantly brimming with energy firm failures.
Time and time again energy giants let customers down when they have problems with their energy, gas or smart meter.
It’s understandable that you would want to know how much gas you’re using – and how much you’re paying for it.
But despite contacting British Gas several times to try and fix the issue the energy supplier left you out in the cold.
I was disappointed to hear that it took four attempts to finally get an engineer to come to your home.
When you were told that you owe British Gas money you did everything you could to get in touch with the company, including sending it a social media message.
Thankfully, it only took one email for you to put this problem on my radar.
I contacted British Gas and asked it to put your case right.
British Gas apologised for your experience and in June an engineer came to fix your meter.
Your gas bill had been calculated using estimated readings, which meant once your meter was fixed you were £202 in debit.
British Gas has now given you £80 credit for the missed appointments and an additional £72.45 as a gesture of goodwill.
Your account is back in the green and you are pleased the issue is fixed.
If you have an issue with your smart meter then contact your supplier as soon as possible and ask it to put things right.
It has just five days to fix the issue or it must pay you £40 compensation.
Squeeze team total: £227,181.
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