PFP (administration) > British Gas: Need clarity & assistance please

no_code

Good Evening, 

I was hoping to get some assistance and direction please regarding us being moved over to British Gas.

We got our last bill from PFP on the 1st of September and were in credit by £220, that was the last we heard from them.

In mid March British Gas said they had taken over from 20th January 2022, and I provided meter readings from the end of March, in April 2022 we received a Electric bill from BG for which was for 4000 units (our yearly average is 3500), or a years worth of electric for the period 20th Jan to the end of March 2022.

So, weeks of trying to get through to BG, dropped calls, no call backs, misinformation etc (literally hours on the phone, at times from 8am to 5pm), one closed complaint and i reach out to them via Twitter, who tell me to keep electric meter readings which i did for a week, yet they still insisted on saying i used 4000 units, so i asked for a complaint to be logged again.

Get a call from the complaints handler, advised been trying to speak to someone for months, advised of the very poor customer service etc and that i need some answer. F2nd complaint logged at the end of April (1.5 months to get any sort of meaningful conversation going).

First question i asked is, who supplied us from 01/09/2021 when PFP went caput to the 20/01/2022 when BG said they took over? I was told BG dont know, its with the administrators, but not them.

I asked why the bill was so high from 20/01/2022 to  31/03/ 2022 and was told its a estimate. Okay, how is it estimated? no answer.

Told not to worry, they are waiting for the final reading from the administrator of PFP and will then bill me correctly.

Electric Smart  Meter stopped working when it went over to BG so they came out twice to replace it, fixed in April 2022

Told to wait until they get the final reading from the PFP administrator before they generate the correct bill.

At the same time, was told that the smart  Gas meter was not working - so 5 visits later, 5 new Smart Gas meter and they cant get a single one to connect to their database, so still no gas readings, i asked how will they will us from the 20th of Jan, and the complaints handler had no idea.

Complaints handler had no conversation with me about affordability and debt accruing, i initiated the conversation with him and asked for a estimated bill based on the readings they had been taking  since April, to backdate these to 20th Jan and bill me, did not happen.

Complaints handler got very underhanded & rude as the complaint went on, when he promised on the 5th occasion that i do him a favour and let the gas engineer come out again, i agreed, the appointment was AM, the gas engineer missed the appointment, i rang the complaints handler who turned around and said "the gas engineer tried to call you but you did not answer, ive also tried to call you once before and it went to voicemail" which is a complete lie, i asked for the gas engineers call records. When i got frustrated and said this whole situation has been F*&^ed, he turned around, said i was being threating and ended the call......!

He emailed me and at that point the email was entitled "we have investigated your complaint", conclusion being, i owe BG from the 1st of September to through to the end of March, they took the reading i provided to PFP on the 1st September 2021 and BG said this was their estimated reading. Now, i asked this question form the get go "who do i pay for September through to Jan" and i was told not them.

Gas still not sending readings and they dont know the opening gas reading from the 20th Jan, although i provided it a reading at the end of March 2022.

So do i owe BG for the period from when PFP went bust or someone else?

They will now be closing the complaint on the 21st July 2022, noting resolved, no clarity, misinformation even by the complaints handler, days of my time taken and not to mention 7 engineer visits.

How to proceed with this?

Fortunately - i have the money to pay the full bill, but i really am shocked they have allowed all this, and allowed me to get in £1000's of gas/elec arrears!! 

Many Thanks :-)