British Gas problem - advice?

Carney11

Hi, I'm after opinions or advice on my issue with British Gas.

In January 2019, I changed tariff and got a smart meter installed for Gas and Electricity.
I have 2 direct debits going out each month, one for Gas and one for Electricity.
I checked my bills online, and the statements said that I was in credit each month, for both gas and electricity.

But then...

After 11 months of being a customer, this November I got an Electricity statement for over £700.

I contacted British Gas and after the 4th time of speaking to someone, they said that the Smart Meter has never worked for the Electricity, and that all the meter readings have been estimated.

They are now asking me to put my direct debit up to £144 per month for 12 months just for electricity (to cover the debt and estimated payments). My house is a small house, 1 occupier, and I work full time, I'm basically never here.

I am so annoyed that British Gas never contacted me in the 11 months to tell me that the smart meter wasn't working. I have put a complaint in, and they said that I am due no credit. So I complained further and now I am waiting for them to get back to me.

Not once have they asked me for a meter reading, but since I have complained apparently the smart meter is now 'magically' working for electricity and that there may have been technical errors on their side.

If I am to pay the debt, I would have to sort out some type of payment plan. But my question is, do i hold my ground and try to get them to contribute or wipe some money off the bill? Or do I just start paying what I can towards the debt? Or contact the ombudsman?

Also my tariff ends on 31st January, so I will definitely be looking elsewhere.
My gas bills have all been correct.

Robin9

What do you calculate you owe BG (or they owe you) ?

Carney11

Robin9 wrote: »

What do you calculate you owe BG (or they owe you) ?

For my electricity they say I owe them £711, and that for Gas i am currently in credit by £86

G_M

Carney11 wrote: »

...
In January 2019, I changed tariff and got a smart meter installed for Gas and Electricity.
I have 2 direct debits going out each month, one for Gas and one for Electricity.
I checked my bills online, and the statements said that I was in credit each month, for both gas and electricity.

After 11 months of being a customer, this November I got an Electricity statement for over £700.

I contacted British Gas and after the 4th time of speaking to someone, they said that the Smart Meter has never worked for the Electricity, and that all the meter readings have been estimated.

t.

So when you checked the bills online, did they show the readings were estimated or actual?

FestiveJoy

Carney11 wrote: »

Hi, I'm after opinions or advice on my issue with British Gas.

In January 2019, I changed tariff and got a smart meter installed for Gas and Electricity.
I have 2 direct debits going out each month, one for Gas and one for Electricity.
I checked my bills online, and the statements said that I was in credit each month, for both gas and electricity.

But then...

After 11 months of being a customer, this November I got an Electricity statement for over £700.

I contacted British Gas and after the 4th time of speaking to someone, they said that the Smart Meter has never worked for the Electricity, and that all the meter readings have been estimated.

They are now asking me to put my direct debit up to £144 per month for 12 months just for electricity (to cover the debt and estimated payments). My house is a small house, 1 occupier, and I work full time, I'm basically never here.

I am so annoyed that British Gas never contacted me in the 11 months to tell me that the smart meter wasn't working. I have put a complaint in, and they said that I am due no credit. So I complained further and now I am waiting for them to get back to me.

Not once have they asked me for a meter reading, but since I have complained apparently the smart meter is now 'magically' working for electricity and that there may have been technical errors on their side.

If I am to pay the debt, I would have to sort out some type of payment plan. But my question is, do i hold my ground and try to get them to contribute or wipe some money off the bill? Or do I just start paying what I can towards the debt? Or contact the ombudsman?

Also my tariff ends on 31st January, so I will definitely be looking elsewhere.
My gas bills have all been correct.

How many bills/statements have you received from BG over the last year?

British Gas, like most/all energy suppliers, are very clear as to the source of the meter readings used (e.g. estimated)

Did you ever think to check the meter readings used vs those as recorded by the meter?

If you are payiong monthly by DD, then the supplier should simply adjust yopur monthly payment to cover not only what you are usingf, but the accrued debt ... as they have indicated. No need to arrange any repayement plan

Before you decide to switch supplier, be aware that if you do, the supplier will usually expect you to settle the debt in full on production of your final bill.

Before you decide anything, consult a comparison site. Ensure you use the correct annual estimates of your consumption, as if you get it dramatically wrong, it can seriously affect the results as to who would be best for you i.e. not just the cost you are expected to pay.

RelievedSheff

If you have used the energy you will need to pay for it.

It is very likely that BG will block a move to another supplier until you have paid down the debt that you owe.

Look back at your Bill's and check if they show actual or estimated readings.

FestiveJoy

RelievedSheff wrote: »

...

It is very likely that BG will block a move to another supplier until you have paid down the debt that you owe.

...

They cannot object to a switch request based on the current status.
It's only currently a debit, not a debt

Robin9

Carney11 wrote: »

For my electricity they say I owe them £711, and that for Gas i am currently in credit by £86

Have you done your own sums ? Read the Elec meter now , take away the original reading (Probably 00000.0), multiply by the p/kWh ad standing charge and VAT. Is this more or less than the 11 DD's you paid. (Similarly for gas only include the 11.2 conversion)

Robin9

|Carney11 - don't forget that when you do swop your meter doesn't magically become Smart with your new supplier - it will (as it is now _ become dumb and you will need to read your meters.

Additionally the gas will also become dumb.

Gerry1

Assuming you have been paying something for electricity via DDs, your usage must be astronomical to have underpaid by £700 in 11 months, unless you're growing something interesting in the loft or cellar !

Check that the meter number shown on the bill matches that on the meter. If the meter is outside your property (e.g. in a communal cupboard), make sure it really is your meter by switching everything on and watching the red light flashing like crazy, then switch everything off and make sure nothing is being recorded.

You haven't made your situation clear, e.g. did BG install your smart meters, and do you now have a different supplier for gas? But the long and the short of it is that you'll have to pay for all the electricity you've used (assuming the meter readings are correct). It's irritating, but they're likely to say that they just used estimates as per normal procedures, that you haven't been overcharged and that you should have spotted it by looking at the bills.

If you press it and you're lucky you might get a goodwill payment of £20 or whatever if it's caused you hardship, but I doubt that it's worth taking it to the ombudsman or any further. In effect you've just had interest free loan for 11 months !

The lessons to be learned are to check and understand your account regularly, to find out why your consumption is so high and to shop around for the cheapest supplier(s).

Robin9

Carney11 wrote: »

………...………...
I checked my bills online, and the statements said that I was in credit each month, for both gas and electricity. ……………...

Look again at your bills and I think you will find the Electric readings all have the letter E (for Estimated) against them. That means you must take the Credit/Debit with a huge pinch of salt.