changed energy supplier and they have given wrong readings to old supplier

jdonaldson

I changed my energy supplier from EDF to British Gas on 27/02/2020, I telephoned both company's with my meter readings to ensure they were correct, I have received a final bill from EDF and the meter reading is a lot higher than it should be for the gas reading, my actual reading is 01154 and they have it as 02458, So I have an outstanding bill now of £320 debt, I have telephoned EDF and told them this is incorrect but they say they need British Gas to contact them to correct this, as it was British Gas who sent them the reading, I have then phoned British Gas to tell them they need to do this and they said they would sort it out but they haven't, (They have my readings correct on there side) I have escalated it now to a complaint and been on the phone to British Gas to try and get them to solve this but am not getting anywhere, I am in no better position and am not sure what to do next, I spoke again to EDF again but they cant do anything until British Gas sort it out, I have had nothing but problems since the change over, firstly incorrect readings (I do Have smart meters to so they should of been able to see how much it was out) Secondly I set up my direct debit for monthly payments to go out then my first payment didn't go out so I telephoned again they said it was as it was quarterly not monthly, so I changed it to monthly, saying payments to go out o the first of each month, I have just had a letter today confirming my direct debit is to go out on the 23rd of each month!!! I have also had a letter from British Gas saying "Sorry you are Leaving" so again phoned them up, I am so sorry I changed to British gas and I don't know if there is anything more I can do as I feel I am not getting anywhere, and am going round in circles, something that should of been straight forward has been far from it, any advice on what I could do next to resolve this issue, I want to leave British Gas now but i don't want to  do anything until this mess is sorted out, and then they will probably try charging me for leaving.

matelodave

Stop phoning - send them a recorded delivery letter marked complaint and ensure that you check that its been received. Tell them that you you want it sorted out within 10 days or you want a deadlock lock so you can go to the ombudsman. When you record a formal complaint then the clock starts so you go can go to the ombudsman, but only after eight weeks unless you can get a deadlock letter, so the earlier you get it rolling the easier it is.

Unfortunately just keep phoning doesn't give you evidence of your communications with them, at the very minimum you should be e-mailing and retaining copies of all correspondence & bills. the longer it goes on the harder it is to sort out

Gerry1

https://help.so.energy/support/solutions/articles/7000046241

https://help.so.energy/support/solutions/articles/7000046447

jdonaldson

That's really helpful thank you