British Gas Nightmare

jcn1977

I've spent over a year with British Gas being unable to actually regularly bill me... or bill me at all. I have gone six months without a bill, and also received multiple bills within the space of days. One bill related to three days use.

Anyway, on the 15th of September they sent a debt collector round saying I owed money. It turns out that I sort of did, but the debt collector himself was unable to say when British Gas had billed me. A check of British Gas's records shows that my outstanding bill, which they sent a debt collector round for, was issued on the 15th of September. The money, lest the fact they had actually overbilled me, was paid immediately online.

Despite this, I have now received two letters from the same debt collecting company, also dated the 15th of September, telling me I owe them money from the outstanding bill I never received and if I didn't pay it they would visit me.

On the 19th of September I received a demand from British Gas telling me I owe them £181 per month to pay off the balance of money I do not owe.

British Gas themselves confirm I do not owe a penny and my account balance is zero, even with the latest meter reading.

My response to all this, has been to try and change supplier and now British Gas is blocking this on the basis that I owe them money when I do not owe them money and they have confirmed I do not owe them money. The new supplier, Ovo Energy, is substantially cheaper (about £1 per day cheaper), but is unable to actually take control of my supply. As such, I am now accruing costs as a result of the incompetence of a company I don't owe money to, who confirms I don't, but says I do.

What do I do?

NineDeuce

Either confirm with BG have erased the debt while you are on the phone or enquire why not and escalate it to management. Otherwise, complain to Ofgem, although from experience with them, they are equally as useless.

matelodave

Have you been keeping records of your meter readings and any payments to BG.

Having your own records makes it a lot easier to unravel problems like this rather than jusyt hoping that it will eventually sort itself out.

You need to initiate a formal complaint if you haven't already and then if it doesn't get resolved in 8 weeks you can go to the ombudsman (OFGEM wont get involved)

jcn1977

British Gas has already confirmed there is no debt. My account balance online shows no debt.

The last time I made a formal complaint incidentally I provided them with my meter readings, and they even inputted them incorrectly so 2,179 became 2,719 and sent me the wrong bill. *bangs head against wall*

Don't get me started on my failed attempts at getting a smart meter installed and the repeated failure of them to even attend appointments.

I just want to leave!!!!!!!!!!!

[Deleted User]

I had a similar problem with SSE years ago, after a year of faffing around it was sorted in a few days when I rang the regulator.

matelodave

Have you downloaded copies of your account balance and any other bills, statements and meter readings so you've actually got written proof for when your on-line account gets closed and it all disappears.

jcn1977

I have done that.

And now despite still definitely owing British Gas nothing they claim I owe them a further £102.00 per month!

footyguy

jcn1977 wrote: »

I've spent over a year with British Gas being unable to actually regularly bill me... or bill me at all. I have gone six months without a bill, and also received multiple bills within the space of days. One bill related to three days use.

Anyway, on the 15th of September they sent a debt collector round saying I owed money. It turns out that I sort of did, but the debt collector himself was unable to say when British Gas had billed me. A check of British Gas's records shows that my outstanding bill, which they sent a debt collector round for, was issued on the 15th of September. The money, lest the fact they had actually overbilled me, was paid immediately online.

Despite this, I have now received two letters from the same debt collecting company, also dated the 15th of September, telling me I owe them money from the outstanding bill I never received and if I didn't pay it they would visit me.

On the 19th of September I received a demand from British Gas telling me I owe them £181 per month to pay off the balance of money I do not owe.

British Gas themselves confirm I do not owe a penny and my account balance is zero, even with the latest meter reading.

My response to all this, has been to try and change supplier and now British Gas is blocking this on the basis that I owe them money when I do not owe them money and they have confirmed I do not owe them money. The new supplier, Ovo Energy, is substantially cheaper (about £1 per day cheaper), but is unable to actually take control of my supply. As such, I am now accruing costs as a result of the incompetence of a company I don't owe money to, who confirms I don't, but says I do.

What do I do?

I can see why you are confused.
The supplier confirms you do not owe them any money, yet you still think you do...:cool:

Debt collectors only turn up when all other attempts to recover money owed have been exhausted.

jcn1977 wrote: »

I have done that.

And now despite still definitely owing British Gas nothing they claim I owe them a further £102.00 per month!

Presumably, you either pay the amount you think you owe (despite the supplier syaing you owe nothing) or do what any normal person would do when it is confirmed by the alleged creditor that no money is owed, and that is to tell a any debt collector connected with that alleged debt that the alledged creditor confirms no money is owed, and for them to confirm that with the alleged creditor themselves.

It's not difficult nowadays with speaker phones (or even conference calls) to ensure everyone sings from the same hymn-sheet.

If all else fails, go to the CAB with all your paperwork, and they will help resolve the situation for you with the supplier.

Good luck!

jcn1977

It's not difficult nowadays with speaker phones (or even conference calls) to ensure everyone sings from the same hymn-sheet.

I did owe them money... for an unpaid bill I hadn't received that they were unable to confirm they had sent and had no record of sending because my account had no actual billing date. Or something like that.

I paid the "outstanding" bill there and then. I should have received a bill every three months, the billing data shows I did not. As I didn't receive a bill I didn't pay it because... well I didn't know I owe it.

Now I owe nothing at all. Nada. Zero. Zilch.

I am deaf. Thanks for that.

dogshome

WRITE a letter to BG headed Complaint, setting out the history of this billing as best you can
With this on play BG have to deal with it to a set of rules - They must issue you with a Complaint No and if they don't resolve it in 56 days, you go directly to the Ombudsman

PixelPound

Did you pay the bill after the debt collectors were involved, if so you need to let them know it was paid, and when. Offer to provide copy of statement. The DCA should go back to BG. Raise a complaint now, because then if it doesn't get resolved you can then escalate it. Get together all your bills and payments together.

You have said you have both been told you owe nothing and that also you need to pay £102pm. Is this both by BG or is it by different organisations (e.g. the DCA)