2023-05-24 11:32:00
On April 30, 2023, Alexandre, a resident of Herseaux, had the worst surprise of his life when he picked up his mail. He opens a letter from Engie and there is a cold shower. In this envelope, the Mouscronnois receives his usual electricity bill but the amount is astronomical.
€1,279,611.43. More than a million euros. Engie asks Alexandre to pay this exorbitant sum before May 31, 2023. “I couldn’t believe it, I thought it was a joke. I checked three times if it was a real letter from Engie. And then , I had to re-read three more times to understand that I was not hallucinating”, explains the resident of Herseaux to RTL.
And what follows is not easy. Alexandre calls Engie’s customer service where he is told that he has one week to appeal before being debited due to his direct debit. “After two days, I saw that nothing was progressing. I was completely helpless. I didn’t sleep for two days, I was in really bad shape.”
I had to reread 3 times to understand that I was not hallucinating
Its electricity production counted as… positive and not negative
After a few days, Engie finally contacted the Mouscronnois to explain to him that it was a computer bug and that he was not going to be debited. Relief. “I was reassured but I can tell you that the level of stress I had at that time, I haven’t forgotten it,” he told RTL.
How could such an amount be requested? At Engie, we explain that the bug comes from the fact that the photovoltaic panels of Alexandre’s house had not been encoded by Ores. As a result, the Walloon distribution network manager counted in positive all the kilowatt hours displayed in negative on the meter.
For the Mouscronnois, trust with Engie is completely broken: “I am wary of them now. Imagine if each time there are errors. We say to ourselves that there may be errors of a few euros which go unnoticed”.
I don’t trust them now. Imagine if every time there are errors. We say to ourselves that there may be errors of a few euros that go unnoticed
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