Issue with British Gas & New Home

anonfromhome · 16 February 2022 at 11:55AM

Hoping you guys can provide some support.

I bought my house in September 2021, I provided my initial meter readings, meter numbers etc and had accounts for gas and elec setup, was paying fine until end of December 2021. Then i noticed that when i looked at my bills on my online account, they had returned the money to my account that I had paid (approx £95), i didn't think too much of it and assumed i'd just be sent a new bill for both with updated prices etc.

About a week later i noticed that the electricity portion of my bill had just gone, no record of payments, no record of usage or previous bills - so only my gas was showing. To this date that has never been resolved, i have my gas usage but my electricity just keeps getting sent to my neighbour. We have spent countless hours on the phone and on the chat function, we have been assured multiple times that the bill will be swapped back to our current address but my neighbour is still getting these "welcome to your new home" letters titled to me, at their address but with my meter number on it.

At this point contacting British Gas seems pointless, but hoping someone can encourage me to get this sorted! I just want to settle my account at this point and move to a new supplier, but obviously the prices are screwing that up.

I'm reluctant to pay my gas bill as i'm worried it'll just disappear from my account just as my electric bill did.

So currently there is around £70 of electric payments I made between Sept - December that there are just zero records of, British Gas claim they are investigating these payments.

anonfromhome · 16 February 2022 at 11:56AM

I should probably confirm that the money I had paid wasn't returned to my bank account, but my British Gas account - hence the electric part has just gone missing. Thankfully my previous gas payments are showing and are factored into my current bill.

But anyone have any idea why my electric account keeps getting sent to my neighbours address? I'd have thought that would be a simple change on the admin side from British Gas.