You have been billed twice, or hold two bills for one meter
The symptom: “Two different bills arrived for what I am certain is one connection.”
Short answer. Compare the reference numbers. Two different references mean two live accounts against the premises — usually an old account that was never formally closed when a meter was replaced. Two copies of the same reference are simply a reprint and only one payment is due.
Urgency: Fix before the next bill. Expect: Closure of a dormant account takes two to six weeks. Reversal of accrued fixed charges is decided case by case and needs the meter change date evidenced.
Why this happens
- A replaced meter issued a new account
- Where a meter change created a fresh account rather than amending the existing one, the old account can continue generating fixed charges — meter rent and the television fee — indefinitely.
- A subdivided property
- A plot split between heirs or into rental units may carry two sanctioned connections where the occupants believe there is one, particularly where a second meter feeds an annexe.
- A duplicate account created at data migration
- Rare but persistent when it happens — the same physical meter appearing twice in the billing system, each accumulating its own charges.
- It is genuinely a reprint
- Same reference, same month, same amount. Nothing is wrong; pay once.
What to do, in order
- Compare the two reference numbers. Identical means a reprint. Different means two accounts, and the rest of this applies.
- Compare the meter numbers printed on each. If both bills quote the same meter number, one of the accounts is a duplicate of the other and can be closed. If they quote different meter numbers, go and look — there may genuinely be a second meter on the premises.
- Establish which account is live. The one whose readings are advancing is the real one. A dormant account shows a frozen reading with only fixed charges accruing each month.
- Apply in writing to close the dormant account. Ask for closure and for reversal of fixed charges accrued since the meter was removed. Attach the meter change certificate if you have it — that document establishes the date from which the old account should have stopped.
- Pay only the live account meanwhile. But say so in the application. An unexplained non-payment on the dormant account will eventually generate a disconnection notice against the premises.
What to take with you
- Both bills
- The meter change certificate if a meter was replaced
- A photograph showing how many meters are physically installed
If it stalls, escalate in this order
- Sub-divisional officer with both bills
- Executive engineer where closure is agreed but the accrued charges are not reversed
Attach the earlier stamped applications at each rung. Starting the story again from the beginning at every level is the slowest possible way to escalate.
Frequently asked questions
Can I just stop paying the account I think is wrong?
Not silently. Non-payment against any live account attached to the premises can result in disconnection of the premises. Apply in writing, state clearly which account you are paying and why, and keep the stamped copy.
There really are two meters — one is for a portion I rent out. Can they be merged?
Merging separately sanctioned connections is not routine, and it is often not desirable either: separate meters keep the tenant's consumption separate from yours and can keep each account inside a lower slab.
Related problems
- Arrears have appeared on a bill you always paid — There is a previous balance on my bill but I have every receipt.
- You paid, but the payment has not been credited — The money left my account days ago but the bill still shows unpaid.
- Your meter has stopped, is running fast, or is damaged — The meter display is dead, or the reading has not moved, or it seems to be racing.
Background reading
All 17 procedures are listed in the help centre index. For company contact details and helplines, see complaints.