[corvane]

My dad is over £1000 in credit and despite them agreeing a refund they now won’t approve unless they have a photo of the meter, what’s that about?!? He’s 78 and can just about send a text!

[meldrewreborn]

@corvane

They want to verify that the account is actually in credit, by checking the readings, before they return the money. Whether they can demand a photo of the meter is I think extremely dubious, If they have doubt about readings (which I can entirely understand) the codes of practice allow them to ask for another reading. The codes do not allow the supplier to demand a photo, although many customers, even 78 year olds, could do that easily, But many customers, of all ages, can't. A verbal confirmation of the reading should suffice, and if it doesn't ask for him to go onto the priority services register and for a meter reader to come and inspect if they wish.

Be prepared to make a complaint if they dig their heels in. They should be making allowances for the relatively small percentage of customers who are not able to comply with photos.