British Gas faulty smart meter led to over charging and still no refund

KeeleyRobinson

Below is a copy of an email I sent to British Gas Customer Service and Customer Complaints team on July 27th after  countless telephone calls starting on June 29th (not for the first time). I was told this would be escalated and I would receive a response within 7 days. It is now August 18th. I cannot escalate this with the Ombudsman until August 24th. Basically I have been trying to tell BG for months that my electricity charges are incorrect but nobody cared or really even listened until I agreed to have a meter check (which incidentally they told me if it was not proven to be faulty I would be charged for !!!). The meter accuracy check was  eventually carried out on July 28th and the engineer confirmed that it was running at a rate of 34.7% above normal !!!!!!!!!!!. I was then dealing with a lady by the name of {Text removed by Forum Team} who seemed to understand my predicament and dare I say show some empathy. A new meter was fitted on August 5th and I was due to be contacted by {Text removed by Forum Team} on August 7th but disappointingly she did not call. 

I rang BG again on Monday August 10th and {Text removed by Forum Team} did eventually ring me back. {Text removed by Forum Team} confirmed that BG had overcharged me by £594 (she could only calculate this back to June 2019) and said she would refund me £500 (which I have still not received on August 18th) and change my DD from £150 per month to £120. A far cry from the letter I received in June stating that to stay in credit I need to increase my DD to £179 per month !!!!!!

{Text removed by Forum Team} confirmed that there is no compensation paid for the stress, inconvenience and general upset caused by them despite my clearly telling the team how the whole process was affecting my health and that currently I have no monthly wage !

I just checked my bank again to see if the money had been refunded only to find BG have taken another £150 !!!!!!!!!!!!!!!!!!!!!! 

I said to {Text removed by Forum Team} how appalling the whole process has been from a company with the size and reputation of BG and my only concern and reason for sharing this today is to hopefully prevent this happening to anyone else, particularly anyone elderly.

The July 27th email read as follows......

Having just spent from 09.23 to 10.56 on the telephone with 6 different members of your “Customer Service” team (having been cut off 5 times !!!!) I feel compelled to detail events of recent weeks, document the hours spent trying to get some HELP from British Gas since late June (not for the first time), and formally register the complaint to send to the Ombudsman.

To set the scene I live in a 2 bed semi detached cottage, basically a 2 up 2 down layout, no luxury add on’s (one BG representative asked if I had a swimming pool !!!!!!!!!!), I work full time as does my Husband and we have no children. Our washing machine is on no more than 4 cycles per week and I no longer use a tumble dryer.

Last year due to mounting concerns that BG wanted to make me pay more I paid for an electrician to come around to check the property with me to try and identify what could be spiking the electricity. Together we went through everything but he was as puzzled as I still am. At this point I replaced every light bulb to energy efficient bulbs and replace two appliance which were over 10 years old so all of my white goods have good ratings.

 

I actually have a document from BG stating that my tiny property uses 3 times the national average of electricity. Also I have friends who live in 3 & 4 bedroom detached properties nearby who pay between £88 and £130 per month for their gas and electricity. Nobody who knows me can believe that my tiny property is costing me in excess of £150 per month.

 

Facing the prospect of being made unemployed from August 2020 and my health now suffering because of this worry I turned to BG to ask for help. I would also like to point out that never in my life have I had to ask for help, been in debt or any kind of financial difficulty (not that this seems to count for much these days).

 

A number of years ago (2013) I switched to BG and had a horrendous time with them for similar reasons and vowed at the time I would never switch to BG again and once this is resolved I’m afraid never will!

 

Monday June 29th

• Number used {Text removed by Forum Team} just over 1 hour on the telephone with {Text removed by Forum Team}   having received a letter stating that BG will increase my DD payments from £150 TO £179.36 from July.
• Not for the first time I explained my extremely serious concerns about the very high amount of electricity which BG say my house is using and I explained in detail my current work situation and health
• I explained that I had taken photos of my smart energy monitor which clearly shows spikes in the useage between midnight and 1am then again around midday.
• {Text removed by Forum Team} said she had logged everything and it would be dealt with as a complaint.
• {Text removed by Forum Team} said she would call me back and eventually she did. She stated I may get compensation and said she would personally escalate my situation especially given my work situation.
• @{Text removed by Forum Team} gave me her email address as {Text removed by Forum Team}@britishgas.co.uk to which I sent two emails but got no responses.
• I was extremely disappointed as I truly believed {Text removed by Forum Team} felt some empathy as she even discussed how she had experienced problems with her electricity spiking without a feasible explanation.

 

Monday July 6th

• Having heard nothing at all from anyone at BG I made another call and spoke with a lady by the name of {Text removed by Forum Team}. This was a difficult call as there was a baby/young child crying in the background
• I ran through everything I had discussed the week before (despite BG telling me my calls are logged)but {Text removed by Forum Team} was unable to offer any help or advice at all. When I asked to speak with {Text removed by Forum Team} I was told it was not possible to be transferred.
• I finally managed to speak with another lady (the best to date in my opinion) by the name of {Text removed by Forum Team} in the Services Team
• {Text removed by Forum Team} suggested I get the meter checked and said she would arrange for an engineer to do this then as a next step maybe get an electrician to check the wiring in my home (also at my cost). I asked if BG could recommend anyone or I could pay for a BG engineer to do this for me but {Text removed by Forum Team} was not sure about this as I do not currently have the separate cover.
• I explained to {Text removed by Forum Team} my concerns that the mains cable runs through my house and into next door so could it be possible that maybe I am paying for some of my neighbours electricity ?? she said this has been known and suggested I switch off the mains power at odd times to see if my neighbours say anything.
• {Text removed by Forum Team} suggested I could ask Scottish Power to check the mains (again at my cost) so this would be my third option once the meter has been checked and I’ve had an electrician give me some advice.
• {Text removed by Forum Team} then transferred me through to the SMART METER FAULTS TEAM and I got cut off.
• When I rang back I spoke with Tyler who transferred me to someone by the name of {Text removed by Forum Team} (again this person seemed credible and showed a little empathy)
• {Text removed by Forum Team} did a CHECK TEST (or Kettle Test) with me whilst I was on the phone. This involved me switching off and unplugging everything in the house then switching them all back on again.
• {Text removed by Forum Team} said he could tell that I was NOT being charged for my neighbours electricity but I remain unconvinced.
• {Text removed by Forum Team} said he would send an enquiry for a METER ACCURACY TEST which could cost between £30 and £78 depending on the model of my smart meter.
• I GOT CUT OFF AGAIN AT THIS POINT HAVING SPENT A TOTAL OF 2 HOURS AND 24 MINUTES ON THE PHONE WITH IN TOTAL 5 DIFFERENT BG EMPLOYEES
• {Text removed by Forum Team} rang me back after 21 minutes and said they would arrange for an engineer to come to my property
• I was transferred to {Text removed by Forum Team} on {Text removed by Forum Team} who arranged for an engineer to visit on July 7th between 8am and 12 noon which I thought was great, so quick !!
• Approx 5pm the same day {Text removed by Forum Team} called again to say the engineer would not be with me on the 7th but instead was scheduled for Thursday July 23rd between 8am and 12 midday

 

Tuesday July 7th

• I rang to speak with {Text removed by Forum Team} again but was told by {Text removed by Forum Team} that he could not put me through but would send {Text removed by Forum Team} an email on my behalf (I am still waiting for the response to this).
• I ran through my situation AGAIN with {Text removed by Forum Team} as he seemed like a decent person and seemed understanding, he advised me to stick with the plan (meter test, electrician out to check the property, contact SP etc) and said he was “quietly confident we would get to the root of this problem”
• {Text removed by Forum Team} also explained that I may be due compensation and confirmed that a COMPLAINTS CASE was indeed open (I am still to have this acknowledged or hear any update)
• Despite my relaying every detail to {Text removed by Forum Team} about my property, health and financial worries he then asked if the property had a SWIMMING POOL as these can be expensive to run !!!!!!!!!!!!!!!!!!!!!!

 

Wednesday July 8th to Saturday July 11th

• Over this period I isolated different parts of the house to see if there was any difference on the pattern of useage on my energy monitor but other than the usual twice daily spikes it did not change.

 

Thursday July 23rd (Engineer visit day)

• I was up from 6am knowing that the Engineer was scheduled between 8am and 12 midday.
• I never left the house even to go to the wheelie bin, I had not got the radio or tv on so I would not miss the engineer.
• I also left my back gate open and remained in the kitchen area.
• At 09.20 my Husband said he thought he had heard the front gate being closed so we went to check.
• We found a card left in my front porch from BG engineer stating he called at 09.17 but nobody was home !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
• My security cameras showed the guy walk up my path and clearly he had been at the house to leave the card but HE DID NOT KNOCK and he did not call my mobile
• My Husband went to the top of the drive to find a BG parked nearby so thinking this must be the engineer he went over to speak with the driver who told my Husband that he “does not do smart meters” and that it would have been “{Text removed by Forum Team}” who had called. He also said he would contact {Text removed by Forum Team} to let him know that we were home (this clearly did not happen)
• To say I felt devastated and furious about this was an understatement as (despite my precarious work situation) I had been able to work from home to make sure I was home.
• I called the number on the card at 09.23 and despite getting through 3 times (and listening to all the pre recorded messages) I got cut off 3 times.
• Eventually I spoke with two people one by the name of {Text removed by Forum Team} and another named {Text removed by Forum Team} but this line also went dead at 09.59
• I immediately re dialled and spoke with {Text removed by Forum Team} who also put me on hold then the line went dead
• {Text removed by Forum Team} called me back at 10.09 to say she had escalated my situation and someone by the name of {Text removed by Forum Team} would call me back (in the next few minutes) I am still waiting for {Text removed by Forum Team}’s call as I write this email !!!!!!!!!!!!!!!!!!!!!!!
• I spoke with {Text removed by Forum Team} again who said the Engineer was a guy by the name of {Text removed by Forum Team} (not {Text removed by Forum Team} as the other BG had told my Husband) and that he had knocked twice to which I very strongly replied he had not. {Text removed by Forum Team} said she was unable to give me {Text removed by Forum Team}’s number but that he may still come back before 12 – HE DID NOT !!!!!!!!!!!!!!!!!
• At 10.33 {Text removed by Forum Team} said there was nothing else she could do and suggested I call the BILLINGS TEAM.
• I did this and spoke with a lady by the name of {Text removed by Forum Team} but YET AGAIN the line went dead.
• {Text removed by Forum Team} did however call me back to say another engineer appointment had been booked in for Tuesday July 28th between 8am and 12 noon !!!!!!!!!!!!!!!!!
• I stated that I had not even been asked if this would be convenient let alone if I would be home.
• {Text removed by Forum Team} suggested I email Customer Service with my formal complaint before I take this further, hence this email.

 

So in total today I have spent from 09.23 to 10.45 on the telephone with BG.

 

I have been photographing and recording the readings (including spikes in electricity) on my smart energy monitor for more than 2 weeks which I can share as evidence if someone might care to see them?

 

I have been cut off numerous times and only once did the BG Customer Service person call me back.

 

I have explained my situation and grave concerns numerous times including my employment and now health concerns and not once have BG been remotely helpful or even pretended to care !!!!

 

I have wasted an entire morning only to be accused of not being home when I was by the BG engineer and now I am having to escalate my own complaint due to the absolutely unbelievably bad levels of Customer Service and Care BG portray to provide on adverts and on their website.

I reiterate that it is impossible for a house of this size to be using three times the national average of electricity and I cannot continue to pay this through another Winter.

I await your response on this now very urgent matter.

RelievedSheff

I think you will struggle to get the response you want from that email as you have got too personal in it and added a load of unnecessary waffle that leads the reader off track.

What you need to write is a clear and concise version of events with kWh of energy used not pounds spent. 

Also you say that you have been with BG since 2013. Have you switched to their cheapest tariff or are you on their really expensive standard rate tariff?

The_Fat_Controller

TLDR !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (as you like so many exclamation marks @KeeleyRobinson )
Your timeline is all over the place.
Remove all the personal details too.

greyteam1959

Shorten that by at least two thirds.............
And remove personal details.

k3lvc

@KeeleyRobinson - have you ever stopped to consider the issue might be you ? Or are you suggesting that everyone in British Gas is institutionally stupid ?
Stop ringing people and follow their complaint procedure to the letter and move on with your life - who knows you may even get £25 for your troubles

Talldave

I struggled to plough through all that, but I think you're just asking for the promised refund that hasn't yet happened?  Everything else is waffle.  BG are useless, you chose them, incompetence is no surprise. 

The new meter will show normal consumption and will provide the data that will prompt a reduction in direct debit. Read it weekly to arm yourself with consumption data which you can use to request commensurate direct debit payments. Talk in kWh not £. Payments are simply amounts against a past or future bill.

The_Fat_Controller

I finally found that bit @Talldave !!!!!!!!!!!!!!!
They have agreed a refund.
The OP hasn't had it yet.
They have taken the normal DD as the system hasn't caught up yet.
Did I miss anything ?

Gerry1

Welcome to the forum.

As others have said, it needs to be pruned by about 95%.  It needs to fit on one sheet of A4; as it stands, it's like navigating through a maze.  If you really need to quote chapter and verse as evidence, put it in an appendix, not online.  Even then, it needs to be brief and factual, not your whole life story - no-one will have the time or perseverance to read it in full.  Keep it unemotional, avoid exclamation marks and DON'T SHOUT.

In the meantime, please edit your original post to remove all the personal details, it's not fair on the staff to be unknowingly named and shamed.  You can do this by clicking the cogwheel symbol on the teal banner.

You have a good case, but don't shoot yourself in the foot by presenting it poorly.

Robin9

Keeley - I think you expect too much.

A meter check within a month of it being initiated is very good and and an actual change of meter a week the next week is superb.

Expecting a refund agreed on the 10th to be with you by now won't happen; likewise the change of DD. The old DD will already be in the system  - changing DD's can easily take 10 days - so it should be right next month.

Others may now better but the spikes on your IHD are due to the application of the daily Standing Charge.

Do try to be patient .