Advice:BG charging imperial when have metric meter

7000miles

4 yrs ago my meter was apparently changed from imperial to metric however BG have continued to charge me as imperial (i.e x2.83).
They are now investigation this so am expecting my overpayments back.

I spoke to BG a long time ago that I thought it was metric meter but they disagreed at the time and said high usage/cost of gas rising/boiler.

Has anyone had experience of this? How was it resolved?

Thanks

SwanJon

No experience from the customer's end, but have from BG's end.
It'll involve canceling all your bills back to the meter exchange, and them rebilling them correctly. 4 years is a lot of bills, but they will get there.
They have to give you any credit back, and you may have luck asking for standard rate interest on the value - no harm in asking.

Not sure what investigation is needed - the serial number under/above the barcode should be enough. Even an email with a photo of the meter (with these numbers visible) would be belt & braces.

7000miles

This is still unresolved and we are into Feb! Not impressed. What can I do to get this sorted sooner?

JennyR68

I had a meter reading problem that was unresolved for months till I lodged an official complaint and then they soon sorted it out. They couldn't seem to work the bill out properly due to alot of it being archived, maybe they are struggling to sort it out.

7000miles

Thanks for replying.
I have been on the phone to their complaints dept and their still is no sign of it getting resolved anytime soon..they seem to have everyone in the call centre taking incoming calls rather than dealing with this issue (so basically existing customers are a lower priority).
When you mentioned an official complaint did you mean to BG or ombudsman?

JennyR68

To BG, written.

dogshome

Hi 7000 miles - Forget the phone calls to the Customer Service Desk - you must write a letter headed Complaint - this puts your problem on a measured time line which BG must adhere to.
You should get advice of the amount you have overpaid, but even then insist on bills that are detailed to the periods being charged and the tariff rates that applied at the time, and when you get them, check them
Good Luck

7000miles

Will do.

Its been 8 weeks should I be taking this to the Ombudsman?

Fire_Fox

You need to complain in writing, you may find BG have not treated this as a complaint as you have not formally lodged it as such to date.

7000miles

Not sent a letter but sure it is officially logged as they have a dedicated person from the complaints dept dealing with this case.

dogshome

Hi 7000 miles - You may have had phone contact with someone from the Complaints Team, but you should still write that letter headed Complaint

By the terms of thier licence to operate, BG must log reciept of this letter and they have to deal with it within a fixed time scale - If they have had only phone calls, but no letter, they can deal with it, (or not deal with it), over any period that suits them - which is exactly what has happened with your problem so far