British Gas Prepayment refund PLEASE HELP ME

Starberry

Hi im new to this so sorry if there has been a previous thread about but I need some help before I move on.

Last week I received a letter from British Gas saying how sorry they was and they had been over charging me for my gas as the meter had been set wrong. They attached a cash refund slip of £50 to the letter however the letter also stated that this was the amount that they have calculated from february 2015-june 2015 so my question is does anyone know how long these meters have been incorrectly set for?? because I want to challenge them to get a refund for the previous years I have been a customer with them. I have been BG customer for 5 years now. I am going to ask for a full prepayment statement from tomorrow to aid my complaint. Does anyone have any ideas as to what other information I should get or how to move on from here.

I would really appreciate any help any one can give
Thank you

naedanger

Starberry wrote: »

Hi im new to this so sorry if there has been a previous thread about but I need some help before I move on.

Last week I received a letter from British Gas saying how sorry they was and they had been over charging me for my gas as the meter had been set wrong. They attached a cash refund slip of £50 to the letter however the letter also stated that this was the amount that they have calculated from february 2015-june 2015 so my question is does anyone know how long these meters have been incorrectly set for?? because I want to challenge them to get a refund for the previous years I have been a customer with them. I have been BG customer for 5 years now. I am going to ask for a full prepayment statement from tomorrow to aid my complaint. Does anyone have any ideas as to what other information I should get or how to move on from here.

I would really appreciate any help any one can give
Thank you

It may be that you have been affected by the error described here:

http://www.telegraph.co.uk/news/shopping-and-consumer-news/11255779/Energy-UK-admits-up-to-1.5-million-households-have-been-over-charged-on-their-gas-meters.html

If so the average overcharge has been £11 and the maximum £110. You would need to ask them for a breakdown of how the £50 was calculated in respect of your account to see if it is wrong. You could also ask what rate of interest they have used in their calculations.

The date period they have given seems very strange.

Bluebirdman_of_Alcathays

naedanger wrote: »

The date period they have given seems very strange.

For what reason?

naedanger

Bluebirdman_of_Alcathays wrote: »

For what reason?

Most of it (february 2015-june 2015) is in the future.

Starberry

naedanger wrote: »

It may be that you have been affected by the error described here:

If so the average overcharge has been £11 and the maximum £110. You would need to ask them for a breakdown of how the £50 was calculated in respect of your account to see if it is wrong. You could also ask what rate of interest they have used in their calculations.

The date period they have given seems very strange.

thank you for responding
I have found the letter and it says

Unfortunately, a techincal issue with some pay as you go meters has meant you've been paying us more than you should for your gas.
A setting on your meter was wrong all pay as you go meters use something called a Calorific Value (CV) code to turn the amount of gas you use into the amount you oay. Yors was set inncorrectly, which meant you've paid us to much.

You wont be out of pocket - you're getting a full refund
You've paid us to much, so we're repaying that to you now. Andto cover things while we're still fixing the problem, we've worked out how much you're likely to over pay between now and the end of June which is when the problem should be fixed. So you're getting a total of £50. We'll send a message to your meter to correct the information, so just keep topping up as normal.

At the bottom of this letter is a barcode.just take it to your local paypoint outlet before 30th June 2015 with two pieces of ID and you'll get your money back there and then.

We're sorry for the Mix up.
Kevin Roxburgh
Director of Customer Service

So having read that I still feel that I should get a breakdown as they do not disclose when this error occurred so this may have been going on for years and I dint know and could possibly owe me more

I will still pursue and let you know the outcome
I have signed up to change to another provider because BG has been robbing me for year its so pricey so this letter here has just put the icing on the cake for me I don't go live until march so I have time to squeeze in my complaint

Wish me luck!:A

naedanger

Starberry wrote: »

thank you for responding
I have found the letter and it says

Unfortunately, a techincal issue with some pay as you go meters has meant you've been paying us more than you should for your gas.
A setting on your meter was wrong all pay as you go meters use something called a Calorific Value (CV) code to turn the amount of gas you use into the amount you oay. Yors was set inncorrectly, which meant you've paid us to much.

You wont be out of pocket - you're getting a full refund
You've paid us to much, so we're repaying that to you now. Andto cover things while we're still fixing the problem, we've worked out how much you're likely to over pay between now and the end of June which is when the problem should be fixed. So you're getting a total of £50. We'll send a message to your meter to correct the information, so just keep topping up as normal.

At the bottom of this letter is a barcode.just take it to your local paypoint outlet before 30th June 2015 with two pieces of ID and you'll get your money back there and then.

We're sorry for the Mix up.
Kevin Roxburgh
Director of Customer Service

So having read that I still feel that I should get a breakdown as they do not disclose when this error occurred so this may have been going on for years and I dint know and could possibly owe me more

I will still pursue and let you know the outcome
I have signed up to change to another provider because BG has been robbing me for year its so pricey so this letter here has just put the icing on the cake for me I don't go live until march so I have time to squeeze in my complaint

Wish me luck!:A

According to the newspaper article the problem has been going on since 2007. However according to the letter the £50 covers the full period (plus a bit to cover until June 2015). Therefore they think you are not due any more.

Nevertheless there is no harm asking for a breakdown to check their figures.

[Deleted User]

According to the Daily Telegraph report the fault is only on incorrect programing on Landys and Gyr prepayment meters. The picture of a prepay meter they show is , I think, a U.G.I. meter. theres still loads of them around now and they wont qualify

Starberry

Thanks guys for your help my first thread ever and I you guys have been fab!!
As I said before I will give it a try and see what they see no harm in asking eh
Thanks once again

Bluebirdman_of_Alcathays

naedanger wrote: »

Most of it (february 2015-june 2015) is in the future.

So it is - that'll teach me for posting after my bedtime