British Gas

firstTimeBuyer_2-2

Hi,

I moved into my new property on the 26th Sept and called British Gas to say I'm the new occupier and gave meter readings. I also advised I would be switching providers which I did and transfered across to Scottish Power on the 6th Nov. The British Gas advisor I had the converstaion with told me I would not have to contact them again and any money owed during this period before switching would be transfered across to scottish power and included in my new bills with them.

Yesterday (21st April) I recieved a final bill from Scottish Gas over 5 and half months later. They said they apologised as they have had problems with the billing system and this is why the final bill is over 5 and half months late. I explained I was advised I wouldn't get a final bill as it would be included in my new bills with my new provider.

I have since learned from Scottish Power and British Gas this isn't the case and a final bill would be produced. The advisor asked her supervisor to see if I would be able to get a reduction under customer service and the supervisor said no. I have written a letter to their customer service team but I'm not holding my breathe.

Don't get me wrong I will pay for energy I have used, but I feel I have been treated pretty poorly from British Gas and I feel some kind of gesture under customer service should be given.

Does anyone know if I have any grounds for a reduction as I was told wrong information by a British Gas advisor, and then they bill me over 5 and half months late?


Thanks

Magentasue

Well, I can't see why - you provided meter readings so you would have seen on your SP bills that you hadn't been charged for the period in question. You've got a bill now and agree that you used the energy and will pay for it - I can't see where the problem is. Agreed you were misinformed but this far on, could it have been that you misunderstood? Normal practice is to send a final bill, not transfer a debit balance so it's not as if they're doing something unacceptable.

firstTimeBuyer_2-2

No, I never misunderstood the advisor telling me I didn't need to contact Scottish Gas again, and that the final balance would be transfered across to my new providers.

I did check my Scottish Power bill, but true I wasn't thorough as I should have been, as I pay monthly direct debit and thought the balance was incorporated into my payments from the advice given from the original advisor.

My main annoyance with Scottish Gas is I thought part of an energy providers service was to provide bills on time not nearly six months late, and then expect me to pay for phone calls chasing them for a final bill even when I was told not to? which in my opinion is unacceptable!

As I said I pay for energy I use, but my point is it's poor customer service. But thanks for your opinion anyway.

Cheers

Premier_2

It's not normal that a charge incurred by one supplier is passed to the next (irrespective of what you were originally informed)

However, what does it matter?

You used the energy; energy that was supplied by BG.
Now you have to pay for it - as you acknowledge.
What difference does it make whether you pay BG directly for the energy they supplied, or you pay SP who will have to forward the money to BG.

It will cost you the same and BG will get that money.

Why should SP have to also be involved in processing the payment? What's in it for them?

Life's too short. Pay what you owe to who you owe it and move on.

firstTimeBuyer_2-2

I wasn't expecting Scottish Power to get involved (as for what's in it for Scottish Power? what's that got to do with anything?), I was going on advice of the British Gas advisor, as I had never switched energy providers before so I didn't know the process (guess i've learned now), so it makes no difference to me who I pay it to.

As I have already said it is poor customer service and another example of incompetence from Scottish Gas, telling you one thing and then turning round and blaming an IT system for producing a bill nearly 6 months late.

The fact is I do pay my bills on time when I'm aware I have one, and this is why I've complained to Scottish Gas, so I don't need the lecture on paying bills thanks.

Cardew

Getting your gas and electricity from BG and expecting to be able to pay Scottish Power for that energy is rather like getting your groceries from Tesco and paying Asda for the groceries.

Whilst your point is taken about BG's IT systems, BG will clearly want to be paid for the energy they supplied.

The BG operator was correct that you would not need to contact them again - as Scottish Power will supply BG with the meter readings for the start of their billing (and the end of BG's billing)

To be quite honest it is hardly likely that BG will be inclined to give "some kind of gesture under customer service" when you have left the company.

firstTimeBuyer_2-2

To be honest your not saying anything I have not already mentioned, and that I now know.

I've still complained to them as I feel it's right to do so, and as the S.G advisor told me yesterday, it has happened to other S.G. customers lately! hence the reason she apologised and offered to ask her supervisor regarding a gesture under customer service.

So I'll wait and see.