British Gas not producing final bill

rusty_f

Hello! I'm looking for some guidance.

I recently switched from British Gas to NPower. NPower took my opening readings and have started taking payments from my account. I am trying to get a final bill from British Gas but they have told me that my new supplier hasn't sent my opening readings to them, and until that happens they can't produce the bill. I gave them the final readings, which they said they made a note of, but they had to get confirmation from the new supplier.

I have now spoken to NPower, who have told me that British Gas should contact them to confirm what the readings are, but British Gas have told me that NPower have to tell them.

Is it the gaining supplier's responsibility to pass on the meter readings to the losing supplier? Or is it the other way round? I want to raise a complaint but would rather target the right supplier!

Thanks
Russell

CashStrapped

Gaining suppliers responsibility.

Whatever you do, do not cancel the direct debit with British Gas. If they cannot take a DD while the account is still open and a bill is requested it could end up on your credit report.

Leave everything active untill the account is 100% closed. Only then request any credit back from British Gas.

FOREVER21

The responsibility lies with your new supplier.

However there can be a delay in agreeing the final figure as apparently the readings go via a third party for confirmation.

I last changed supplier in Sept. from Co-op Energy and I am still awaiting their final bill.

Send an e-mail to BG. asking them for a final bill, if they don't send one after 8 weeks you can then contact the Energy Ombudsman and register a complaint.

I would also send an e-mail to N Power asking them to confirm they have sent reading to BG

Lady321986

New suppliers responsibility to send the meter readings.

It should be automatic however things go wrong and the 'flows' break causing a 'delayed account closure' like yours.

Contact BG and advised you left them and your account needs to be closed as it's still open. Provide new supplier name, switch date, meter readings. This will be sent to a specialist who will manually request the missing info and manually close the account and produce your final bill.

The process can take a few weeks dependant on what info is missing and isn't always super simple but as long as you get a case handler for the enquiry or receive a call back promise from an advisor least you know there dealing with it.

Alternatively tweet or Facebook for help the social media teams for most companies especially energy are dual trained to answer and deal with most issues. They also will acknowledge quicker and you have a log on contact

Flt._Lt._Biggles

rusty_f wrote: »

...

I have now spoken to NPower, who have told me that British Gas should contact them to confirm what the readings are, but British Gas have told me that NPower have to tell them....

Perhaps you could simply create a 3-way call whilst the 2 suppliers are just standing on parade?

rusty_f

Flt._Lt._Biggles wrote: »

Perhaps you could simply create a 3-way call whilst the 2 suppliers are just standing on parade?

Ha, I was tempted. Both conversations were incredibly frustrating.

I will go with raising the issue with British Gas and ask them to sort. The direct debit is still active, but not sure if they are going to take another payment (I hope not!). I want them to transfer the credit I know will be left back into my account rather than by cheque!

nPower

rusty_f wrote: »

Hello! I'm looking for some guidance.

I recently switched from British Gas to NPower. NPower took my opening readings and have started taking payments from my account. I am trying to get a final bill from British Gas but they have told me that my new supplier hasn't sent my opening readings to them, and until that happens they can't produce the bill. I gave them the final readings, which they said they made a note of, but they had to get confirmation from the new supplier.

I have now spoken to NPower, who have told me that British Gas should contact them to confirm what the readings are, but British Gas have told me that NPower have to tell them.

Is it the gaining supplier's responsibility to pass on the meter readings to the losing supplier? Or is it the other way round? I want to raise a complaint but would rather target the right supplier!

Thanks
Russell

Hi rusty_f

Thanks for posting. I'm sorry to hear you are experiencing problems with your meter readings. Please send me your account details by email (using the email address on our profile) and I will investigate this further.

Thanks

Vicky