How Do I Get My Credit Balance Back Ebico / British Gas

csnann

I recently transferred to British Gas after they took over the Ebico customers. My Ebico account says that they sent a British Gas Migration Reconciliation Direct Debit of the credit balance in my account on 2nd November, but it isn't in my bank account, nor is it showing on my British Gas statement dated 9th November, although they were supposed to transfer any remaining credit. I've just tried to get an answer from British Gas, but the man I spoke to didn't seem to understand what I was asking and just told me what was written on the statement. How do I find out what has happened to my money?

Optimist2020

Call Ebico. The number is on their website. When you phone them they will redirect you to 2 or 3 numbers but then you can speak to an adviaer who may be able to help chase up what has happened. I am switching from Ebico to British Gas as well. 

Optimist2020

*adviser not adviaer

csnann

To update for anyone else in this situation, if you go to the "Help & Support" page on the BG website and start a complaint, it eventually gives you the phone number and the option to put in a complaint via the website. Hopefully they will find my money now!

charybdis26

For anyone else wondering what has happened to their credit balance...

I received emaiil notification of my first statement from BG this morning. I logged into my BG account on my laptop and saw they had correctly billed me for energy consumed  from mid-Oct to 02 Decemeber, but it showed an opening balance of £0.00 with no mention of the £51.53 credit that should have carried over from Ebico.

It was only when I registered for the British Gas app on my phone. that I can see  confirmation that my Ebico Credit has carried over successfully as 2 separate entries on 25th Novemeber listed as "Miscellaneous Document" payments of £19.00 and £32.53.

I seems to have all worked out in the end, but the discrepancy between info available on the app versus the website  is confusing.

Hope that helps others in the same situation.

Pipin2006

good morning . i hope someone can help me.  my ebico account transfered to british gas, on the 12th/11,  i find out that ebico added a£135.24  fee on top for leaving them on the 7th/12.  i asked british gas what is going on.  i have emailed ebico since the 8th dec,  no reply,  i have called so many times,  somtimes being on hold for 2 hours till the phone cuts off. i have asked british gas what is that charge for all they said was it shows a misc.  not a bill.  

maleman

I to am owed credit, I managed to contact Ebico (long wait on phone) they confirmed that British Gas have been informed/have it sent on 9th December.  No sign of it on my first bill from British Gas(just received), nor shown on web site. How do I contact BG, there is no phone numbers on their web site nor on the bill I printed off. They are supposed to have live chat but that does not show either. Can't even pay the bill as the downloaded one doesn't include a paying in slip, needed to pay it. Are BG really this bad, I will be off to another supplier. Any one have a contact number please? Just how do I or indeed you speak to them?

glennevis

I also had a question for them about credit due from Robin Hood Energy (same transfer).
The only way I found to contact them was via the messaging system in the British Gas app (android smartphone).

Mind you, the person who answered on live chat fobbed me off and didn't actually deal with my problem so I will have to try again.

Good luck.

hermante

My credit from ebico has still not transferred to BG. My DD also failed to transfer to BG and has been missed for 2 months now. Furthermore, BG put me on a more expensive tariff because they somehow decided that my ebico rate was ex-VAT thus the BG tariff was 5% higher when the "VAT" was added.

I made a complaint and on the bright side BG has backdated everything to an even cheaper tariff than ebico. Ebico issued a final bill which did not enforce the minimum £52 a year spend, so that is also a positive. I then tried to set up a new DD with BG but it failed as well.

Anyway we are talking about pennies here - my DD is supposed to be £2 a month now and my ebico left over credit is £5, the savings on the "cheaper" tariff will be £3 per year.
It's an empty property I have been trying to sell since May but the EWS1 form keeps getting delayed and nobody is interested.

hermante

I spoke too soon. Ebico has now issued my final bill wrongly, meaning that I have been double charged.

By way of example - suppose Ebico tariff is 20p per kWh. This is what they have done:
June meter reading 1200
September meter reading 1230
October meter reading 1240
Date of switch to BG in November, estimated reading 1250.
Direct debit set at £2/month

Ebico bill in September: 1230-1200 = 30kWh used = £6. Jul,Aug,Sep £2 DDs paid = £6. Balance £0. Correct.
Ebico wrong final bill: 1250-1200 = 50kWh used = £10. Oct,Nov DDs paid = £4.
Should be 1250-1230 = 20kWh used = £4, Balance £0, nothing to pass to BG.

Furthermore, BG opened account with the October reading 1240.
So I was double charged by Ebico for the units from 1200 to 1230. They passed the £6 debit to BG.
And double charged by Ebico and BG for the units from 1240-1250. Should be relatively easy to get BG to amend opening read to 1250.

I have submitted a complaint to Robin Hood but they seem to be closing on 29 Jan. As they are bankrupt not sure how to get this money back from them.

Everyone, better check your Ebico final bills carefully in case they have double charged you too. Ebico site is probably going offline in 2 weeks?

Phones4Chris

You presumably have copies of those bills? It which case it's obvious you've been double charged?
BG as SoLR have the responsibility, submit the information to BG and request them to sort it out, you don't have £6 debt for them to add to your bill!