Citizens Advice yesterday called for adequate compensation and better service for prepayment meter customers who have been suffering from seven years of faulty meters.

Citizens Advice Chief Executive Gillian Guy said:

“Prepayment meter customers are footing the bill for energy firms’ errors. That overcharging has been going on for seven years shows the second-class service prepayment customers get. Prepayment meter customers are already paying higher charges than direct debit customers, so this is adding insult to injury.

“As a minimum customers now have a right to expect a refund on the mistaken extra charges and any interest on this money. Faulty meters that overcharge them are just the tip of the iceberg when it comes to problems experienced by prepayment customers. It costs prepay customers £80 more a year to heat and light their home, just because they use a prepayment meter.

“As it stands many people are only able to top up their meters by going to a local shop. This often means that people who are housebound or those with children at home have to go without heating or lighting, until they are in a position to leave the house or get someone to go for them. Energy companies need to make topping up their gas and electricity meters easier, including allowing people to top up over the internet or by phone.”