British Gas still charging us for gas despite the gas connection being removed in 2017

stucapel

Hi,

I am in a bizarre situation where British Gas have been charging us for gas since we moved into our flat in August 2018 - despite the fact that there is no gas connection for the property. They have confirmed the gas connection was removed in 2017.

You would expect them to apologise and refund the money charged right? It's clear cut - BG admit we have no gas connection, and there hasn't been one since 2017, but they won't even speak to me. The customer service is atrocious, all they say every time I contact them (roughly 20 times now) is that it has been escalated to stage 2 and that a case handler will be in touch. I'm still waiting.

I raised this with BG 8 months ago!

Still being charged for gas, nobody has contacted me to explain the situation, and every service rep just states they can't help, a case handler will be in touch, Meanwhile - I'm still being charged for gas!

Any advice would be much appreciated, mine is avoid BG and their offensively dismissive customer service department

Robin9

Write a formal letter - don't email or phone - headed COMPLAINT

Stick to the facts.

daveyjp

I assume you aren't still paying?

stucapel

No, of course not. DD cancelled but the debit balance remains on my account

JJ_Egan

How did they get the DD details .
How are they billing you estimates or actual meter readings ?

[Deleted User]

By "gas connection " do you mean just the gas meter or the full gas connection meaning pipe and control valve. If the pipes and control valve are still in place , in my view you have a "gas connection " to the property which has to be maintained so a standing charge should still be in force.
Why don t you simply move to Ebico zero like I did when BG were charging me £8 a month standing charges with my vacant property.