Getting a refund from British Gas - do I stand a chance?

Snakey

I have two questions, one's about how they work out the refund and the other is about whether I am likely to ever actually get it.

1. Moved in to new flat early April. Discovered unexpected pre-payment meter! Set up an account with British Gas, the incumbent supplier.
2. Account set-up took a few days, in the meantime I had to use the previous occupant's card. Previous occupant was in debt, so every time I put a tenner on the card it took £8 up front plus extra overnight, so I was having to top up every couple of days.
3. My BG account started off with £30 credit as a result of the above, which they credited to the meter.
4. I then changed to Npower. Supplier change date mid-May. Credit on meter at that point - £24.
5. New credit meter installed mid-June. Credit on meter just before they took it - £16.

Npower had told me that at the date of supplier change BG would owe me what was on the meter and would refund it to me when the admin had gone through on respective system. Any gas I used from that point, I would be billed for by Npower (even though it would look as if it was being paid for by the credit).

Using the above numbers and the above advice, I was expecting to get a refund from BG of £24 and to owe Npower £8.

So far so good, until I called BG to sort out the repayment. Now, their T&Cs say that if you're changing suppliers on a pre-payment meter you have to give them three days advance warning if you want your credit refunded. I didn't check this until after the swap had happened, so I knew I was in the wrong but was hoping they'd be nice and refund me anyway.

It seemed that they were indeed happy to do this, but then... they told me that they didn't owe me £24, they owed me £16, and since they didn't pay refunds if the amount was less than £20 that was the end of that.

Is that right? Any ideas how I might be able to sort this out rather than having to write it off to experience?




Incidentally, four months later Npower have still not updated their records to show I've got a credit meter, and keep sending me snotty letters about how I'm building up a massive debt by not putting money on my key card. So I've no idea whether they think I owe them £8 or not, because they cannot put through any meter readings, updates, bills, tariffs or anything while their system still shows me as having a pre-payment meter. And now they also want to come and check my meter - within the next seven days or else! - to "make sure it's safe" (I assume this is a euphemism for "see whether you've tampered with it to get free gas"). Gah!

naedanger

Snakey wrote: »

I have two questions, one's about how they work out the refund and the other is about whether I am likely to ever actually get it.

1. Moved in to new flat early April. Discovered unexpected pre-payment meter! Set up an account with British Gas, the incumbent supplier.
2. Account set-up took a few days, in the meantime I had to use the previous occupant's card. Previous occupant was in debt, so every time I put a tenner on the card it took £8 up front plus extra overnight, so I was having to top up every couple of days.
3. My BG account started off with £30 credit as a result of the above, which they credited to the meter.
4. I then changed to Npower. Supplier change date mid-May. Credit on meter at that point - £24.
5. New credit meter installed mid-June. Credit on meter just before they took it - £16.

Npower had told me that at the date of supplier change BG would owe me what was on the meter and would refund it to me when the admin had gone through on respective system. Any gas I used from that point, I would be billed for by Npower (even though it would look as if it was being paid for by the credit).

Using the above numbers and the above advice, I was expecting to get a refund from BG of £24 and to owe Npower £8.

So far so good, until I called BG to sort out the repayment. Now, their T&Cs say that if you're changing suppliers on a pre-payment meter you have to give them three days advance warning if you want your credit refunded. I didn't check this until after the swap had happened, so I knew I was in the wrong but was hoping they'd be nice and refund me anyway.

It seemed that they were indeed happy to do this, but then... they told me that they didn't owe me £24, they owed me £16, and since they didn't pay refunds if the amount was less than £20 that was the end of that.

Is that right? Any ideas how I might be able to sort this out rather than having to write it off to experience?




Incidentally, four months later Npower have still not updated their records to show I've got a credit meter, and keep sending me snotty letters about how I'm building up a massive debt by not putting money on my key card. So I've no idea whether they think I owe them £8 or not, because they cannot put through any meter readings, updates, bills, tariffs or anything while their system still shows me as having a pre-payment meter. And now they also want to come and check my meter - within the next seven days or else! - to "make sure it's safe" (I assume this is a euphemism for "see whether you've tampered with it to get free gas"). Gah!

I don't really follow the numbers but I think BG should refund what you are in credit by regardless of any small print, partly because the original contract was one you inherited rather than one you chose. (I am not saying this is necessarily the legal position but what seems fair.)

I think you should find BG's complaint process on their website and follow that. Say you believe you are due £24 and why. If they can explain why it is only £16 then still claim for that amount as it seems unfair that they should keep it for themselves. I would put everything in writing (or I might give them one call to see if they fix it there and then). Keep following the complaint process until you are satisfied, and if necessary take your complaint to the Ombudsman.

You may find you will have much more problems with npower, but I hope that is not the case.

nPower

Snakey wrote: »

I have two questions, one's about how they work out the refund and the other is about whether I am likely to ever actually get it.

1. Moved in to new flat early April. Discovered unexpected pre-payment meter! Set up an account with British Gas, the incumbent supplier.
2. Account set-up took a few days, in the meantime I had to use the previous occupant's card. Previous occupant was in debt, so every time I put a tenner on the card it took £8 up front plus extra overnight, so I was having to top up every couple of days.
3. My BG account started off with £30 credit as a result of the above, which they credited to the meter.
4. I then changed to Npower. Supplier change date mid-May. Credit on meter at that point - £24.
5. New credit meter installed mid-June. Credit on meter just before they took it - £16.

Npower had told me that at the date of supplier change BG would owe me what was on the meter and would refund it to me when the admin had gone through on respective system. Any gas I used from that point, I would be billed for by Npower (even though it would look as if it was being paid for by the credit).

Using the above numbers and the above advice, I was expecting to get a refund from BG of £24 and to owe Npower £8.

So far so good, until I called BG to sort out the repayment. Now, their T&Cs say that if you're changing suppliers on a pre-payment meter you have to give them three days advance warning if you want your credit refunded. I didn't check this until after the swap had happened, so I knew I was in the wrong but was hoping they'd be nice and refund me anyway.

It seemed that they were indeed happy to do this, but then... they told me that they didn't owe me £24, they owed me £16, and since they didn't pay refunds if the amount was less than £20 that was the end of that.

Is that right? Any ideas how I might be able to sort this out rather than having to write it off to experience?




Incidentally, four months later Npower have still not updated their records to show I've got a credit meter, and keep sending me snotty letters about how I'm building up a massive debt by not putting money on my key card. So I've no idea whether they think I owe them £8 or not, because they cannot put through any meter readings, updates, bills, tariffs or anything while their system still shows me as having a pre-payment meter. And now they also want to come and check my meter - within the next seven days or else! - to "make sure it's safe" (I assume this is a euphemism for "see whether you've tampered with it to get free gas"). Gah!

Hi Snakey

Thanks for your post.

I'm more than happy to get your npower account updated with the correct meter details if you can send me a photo of your meter or meter sticker which shows the meter serial number on it, along with some meter readings. You can send this to the email address on our profile page - please mark it for my attention and advise you've contacted via MSE so I know to pick this up for you. Updating a meter can take up to 28 days, but we normally get this done inside 10. I can then provide you with an up to date bill along with any other information you require.

Regards

Jess

Snakey

Thanks Jess - I've spoken to your guys a few times on the phone and it's frustrating all round because they know that they've put in new meters, they've got my meter readings, the right dates, file notes, everything... they just can't do anything with all that information until the system's updated itself. I've been promised that they'll backdate the best tariff (for me) to the meter swap date. Thanks for the offer to step in but I don't think I dare take the risk that it'll make things worse!

The demand to come round and look at my meter was via e-mail. I called the meter company who told me they couldn't do anything about it and if I didn't arrange a visit asap the sky might fall in and I'd have to pay for it. So they're coming round tomorrow. Won't they be surprised to find that I've apparently ripped out both meters and replaced them with new ones.

Naedanger - I don't want to get stroppy with BG unless I'm absolutely sure of my ground. It might be that they are right and it is only £16. In any event I'm reliant on their goodwill to refund me at all since it is in their T&C's that they don't have to unless I give them advance notice (which I didn't).

I know it's only small potatoes, but I'll be glad when it's all sorted out.