British Gas - can this refund be correct?

fluffy123

Hi all, my father passed away suddenly a few weeks ago and as he had pre-pay accounts with BG for both gas and electricity, I was able to call them 3-4 weeks ago with closure details and final meter readings. I was told I'd get a final bill in due course and a cheque for any refund.

Fast forward to a few days ago when I decided to call back the probate team as nothing has yet been recieved. They then informed me I had to forward on a covering letter and death certificate because the account was in credit by £509! I asked the girl on the phone to confirm/check that and she advised that it was the case.

I've since forwarded the documents on but I'm astounded that the accounts were in credit by that much when they were both pre-pay and when I gave the meter readings, they had about £100 in total in credit (which is roughly what I expected....). Is there some sort of error at play here? I don't know much about pre-pay meters etc but I just can't believe he was in credit by that much!

t0rt0ise

I'd be interested to know the answer to this too. When my gas prepay meter was changed to a normal one, I got a refund too. They didn't explain why they'd overcharged me for the weeks I'd used the meter. It's a peculiar system for sure.

macman

Prices have come down and the meter was not properly reset?

[Deleted User]

Dont spend it too soon. I ve seen that a lot with BG giving false info about credits on prepays then a few days later issue a new much lower credit. What you see on screens "A " on the gas and electric is credit. All price changes are done automatically on top up when the card is then presented to the meter.Gas has nt dropped at all and electric rates have also only dropped 5% or so.If I was you I would contact BG direct not the probate team .
Also make sure you get the readings correct .Screen "G " on the electric prepay is the total number of kwhrs (units) since the meter was fitted. Screen "H " is the number of units that the latest tenant has used since taking over the tenancy.Ask BG which reading they need.
The gas prepay may also use this system of total units since meter fitted and units used by the latest tenant.There are a lot of screens with the gas prepay

fluffy123

Hi, thanks for your help.

When I called them a few weeks ago to give them the meter readings, I was talked over the phone which readings to give. I initially gave them screen G on the electric, which they said was quite low so when I gave them screen H, they said that was more like it. The gas was just the kwh on the meter dial as the electric screen just provided the option for how much was on the meter, nothing else.

If they're going to claim that other readings are needed, it's going to be a bit difficult to do that now as the property is vacated....Hmmm...will have to see what comes up when the final bill is produced.

[Deleted User]

Very odd that BG said G was low and that H was more like it because H will always be lower than G if there has been more than one occupier.when there has only been one occupier since meter fitted G and H are the same. On these prepay meters you can only see all the screens available with the card or key inserted.
Personally I don t think the call centre staff understand these prepay screens.I read meters for BG, Scot Power and EDF.Scot Power and EDF always ask us for screen H but BG sometimes ask for G and sometimes H. I dont think they know what they mean. People have come to me saying that they have had letters saying they are hundreds in credit then when its investigated and they ask for it they get more information to say it was an error.I think the meter will be correct.what is on the first screens will be the actual credit and all what is owed. Its very rare for someone to load as much as £500 on a meter.