British Gas took over my Ebico electricity account - my credit balance is missing

Inigo_Montoya

The way my resolver complaint has been handled is completely unacceptable - here is a snippet of the reply from BG

" ... So to you- you still owe 231.31   but to us at British Gas as we paid Ebico .

As such we wont be removing the debit amount incurred , its been checked and is correct .... "

That was after me providing a detailed calculation to prove beyond any doubt that the figure definately wasnt correct 

They clearly have not done any real checking of the bill themselves at all & have completely ignored my own calculation or provided any evidence to back up their claim of "its been checked and is correct " 

The person who replied has also closed down the BG complaint associated with the resolver complaint - unbelievable 

I may try writing to the complaints department as a last resort or giving the apalling & dismissive way BG have dealt with the complaint I may just ask for a deadlock letter so I can go to the ombudsman instead 

dave8204

I've (hopefully) been luckier. I used Resolver and got a phone call within 24 hours from one of their complaints people. After it was looking as if I was going to be fobbed off,I'm not sure what I said but something got the person a lot more interested and they went through my bills, making calculations and checking payments with me still on the line and straight away discovered that I'd been charged twice for some electricity then the realisation that something was indeed very,very wrong with the whole thing . I was called again this afternoon with an update and assured that my case was being dealt with by another team and I'd be receiving up-dates. It was quite a relief just getting someone to understand what I was trying to say. At the moment I can't complain,the person who is dealing with my case has been great. My account has been locked until the issue is resolved and my direct debit stopped (on their instructions), so that no payment is taken until the issue is resolved. I also have contact details in case of problems.

Inigo_Montoya

glad you're making progress

to cut a long story short my complaint has been resolved now (they took a lot of convincing though - had to walk them thru the figures like I was teaching children) 

not quite sure how they've done the calculation but for whatever reason I've now ended up with a £271 credit added to my account to offset the (wrong) £231 Ebico bill debit (which should have been around £24) - I have no idea why they've paid me back more than needed by I will not be complaining  

So instead of having to pay the correct £24 final Ebico bill, BG have decided to pay me £40 instead i.e. their incompetence has worked in MY favour this time

They've also now added a £20 credit which I assume is probably a token offer of some goodwill compensation

So in total I am now about £80 better off than if the problem had never occured which helps cover the many hours Ive invested in resolving the issue 

dave8204

Well done on your result...................and finally my situation has been sorted as well.
After my last post I used Resolver to register a complaint,being fobbed off and messed around by 3 BG agents was enough. I was contacted the next day by one of their Complaints Team who was very polite and once she'd got my statements up on her screen immediately said, "this is a real mess,there's something badly wrong here", Hallelujah. At the time BG had just said my latest Bill would be an eye-watering £961. 640 of that was what Robin Hood claimed I owed for 10 weeks of power,my annual bills were around half that. 
Not only did the lady find that,literally,incredible,as I'd tried to tell 3 BG agents,but she found that BG had double charged me as well!! Because Robin Hood had gone bust things got very complicated,as you know from your experiences, and she had to deal with people chasing money as opposed to another utility company. Because of this it took a few weeks but a couple of days ago I was contacted and told everything was resolved and if I had any queries  to contact her. As the whole thing has been a total mess,including no less than 4 different bills in the last 4 weeks,I wanted to make sure the whole thing is done and dusted now and won't come back,again. Final result was that I don't owe £960 pounds to Robin Hood and BG,my total bill from August last year to March this year is £103, quite a difference.
Very impressed with the complaints person who handled my case,not remotely impressed with BG as a whole who while the initial problem was not  their fault have double charged me,changed a meter-reading to a much higher estimate and tried to bill me almost £100 more than I owed, billed me with 4 totally different amounts in the last 4 weeks,only the latest one being correct,the others varying from £960 debit to over £400 credit,and I've been fobbed off and mis-directed by 3 agents,I'd go as far as to say lied to by 2 of those.These in all of 6 months or so that I've been with them.
Great result and I'm very happy with that but from what I've experienced I won't be staying with  them,their antics r.e. their Engineer's contracts also play a part,as a Trade Unionist I won't give my custom to any company that behaves like that.