Advice on British Gas/billing problem, please

jassiep

Hello!
I've only just found this website and am really impressed by the high standard of advice on offer. I'd appreciate your views on a problem I'm having with British Gas.
I'll *try* to cut a long story short, but it is a long story!
In January 06 a new gas meter was fitted at our house. In March 06 we decided to swap supplier from British Gas. The electricity supply was changed within a couple of weeks, but the gas change over was delayed because there was a discrepancy between the meter readings (caused by the change of meter). British Gas were adamant that they could not allow us to change supplier until the problem was fixed - we supplied old and new meter details and readings, and the meter was read officially - but we had to wait until the end of May 06 before we were switched to our new supplier. We recieved a credit of £15 from British Gas as a final settlement.
In March this year we received a bill from British Gas for £220. Apparently the final credit they sent to us was based on the wrong meter reading all along. I phoned and was met with utter rudeness. All I have asked, from the start, is that British Gas supply us with copies of the bills in the six months leading up to the change over (as I no longer have my copies) because I would like to see exactly how they have arrived at this figure.
I have been threatened with court action if I do not pay; I have written repeatedly, have taken time off work to try to resolve this and have run up goodness knows how much in phone bills but can't get anywhere with them.
I last spoke to a supervisor four weeks ago who assured me that the problem has occured through a mix up between them and the meter company, that the legal action has been stopped and that I would get a phone call within 48 hours...unsurprisingly, four weeks later, I'm still waiting.
My question, if anyone is still reading (I'm sorry - I've tried to keep it short!) is...
a) If this is their mix up, are they allowed to pusue us for the money? We honestly believed that our account with them was closed. They credited us with a final amount and had told us repeatedly that they would not swap us until this was sorted.
b) how do I get this resolved one way or another if they never reply to letters/return calls?
and c) can I ask for a reduction in the bill to reflect the time I have spent dealing with this and the phone bill I have racked up trying to get through to them????

We have never owed anyone any money before and I have found this whole experience very frustrating and, at times, have felt quite threatened by BG. If I had thought for one minute that the matter was not resolved last year I would not have left it until now to do something about it and feel angry that BG are allowed to treat its customers like this.
Thanks in advance for any replies.

Jas

Cardew

Welcome to the Forum

Send what correspondence you have to Energywatch, with a covering letter detailing events as outlined above.

Send a copy to BG.

P.S.
They are allowed to pursue you for any money owed, but they must provide details of how that bill was calculated.

olly300

Energywatch's complaints-
http://www.energywatch.org.uk/help_and_advice/how_we_can_help/index.asp

tripled

Pretty much what Cardew said. It may be worth considering using the energy ombudsman instead as there has been the odd report energywatch is pretty swamped by all the complaints about BG.

If you send in your phone bills to BG direct they would refund them, but you will probably get more compo through either energywatch or the ombudsman.