British Gas: Laugh, Cry, or Face Palm

Cariboudle

Honestly, guys, you couldn't make it up.  This saga is ongoing since January, really, so buckle up.  TL:DR at the bottom.

Mainly:  How do I complain / how can I get this fixed?

In January, Bristol Energy went bust and I was automatically moved over to British Gas.  I was told to not do anything, and wait for their letters.  I got a few emails from British Gas saying they were dealing with the transfer and it would take a while but to not do anything until they had all the information. 

In May I was issued with an account number and login and told that I was £450 in credit since my previous supplier.  The credit wasn't applied to my British Gas account, however, and I heard nothing further.  

In June I was issued with my first bill.  It did not show the £450 credit so I phoned them up and they said to give them some time.  I was convinced, because I'm stupid, to pay a little of the outstanding balance (I paid £50 of £300ish bill) to avoid getting default letters and charges.

In September I was issued with my second bill.  This still did not show the credit.  So I phoned them up and they figured it out and changed my bill.  22nd September I was issued with a new bill showing I was in credit.  Finally, since January by ~£120.  

But wait.  There's more...

On the 29th September, seven days after an email and statement showing I'm in credit, I got an email and text stating that I was overdue by £170 and to pay asap or incur charges.  I went online and it showed my account still in credit.  I went on the app and it showed my account still in credit.  I went on the chat helpline and the advisor told me it was a 'glitch' and he'd fixed it and my account was actually still in credit by £120ish.

Today, 11th October, I got another threatening email and text message.  This time saying I was still £170 overdue and now they would add £13 for administration charges and if I don't pay I'd be referred to a debt collection agency.  

So I go online and check and it states I'm still in credit by £120.  I download a statement dated 5th October and it says I'm still in credit by £120.  I go back on the chat and the advisor states yes I'm still in credit this email/text is a mistake.  He assures me he's fixed the issue (I'm not convinced since this is what the previous chap said).  He says that I'm £140 in credit.  Online system thinks it's £120 so WHO KNOWS IF BRITISH GAS DOESN'T?!

Wait.  There's more:

Somewhere along the line I was convinced to set up a direct debit of £100 per month.  I've just checked their online system and it has put my direct debit up to £125.  It says that this is still too little and I will be in debt by the end of the plan.  They recommend on their website I pay £222 per month to 'stay on track'.  So I go back to that statement on the 5th of October.  And it states "Your monthly payments of £47.00 are on track to cover your expected energy use".  How much?  My agreed direct debit is £100.  Online says £125.  Statement says £47.

So I ask again WHO KNOWS IF BRITISH GAS DOESN'T?

There are only so many hours in the day that I can sit on the phone and chat helpline to figure this nonsense out.  

TL:DR - British Gas couldn't arrange the proverbial in a brewery.  They seem to disagree with themselves about the status of my account (credit or debit).  They don't know how much I'm paying every month.  A more dysfunctional business I have never met.

I have decided to use the chat helpline going forward as I am able to print out the transcripts and keep the records.  So I have two different advisors stating the debt letters are a mistake and I'm in credit.  I'm also taking screenshots of the online stuff showing I'm in credit.  

I'll also be cancelling my direct debit and will pay them monthly, manually.  I don't trust them with the credit balance.  

It's giving me some anxiety these threatening emails.  I'll take your advice on how I might get this fixed if it's possible.

MuckChucker

oh yeah, they're the worst - at least seem to be able to check your balance (I can't), albeit who knows which one is correct???? 
It sounds like there might be different accounts going on in this instance. Does the account number of you bills match what you and the reps see when looking at the account.

victor2

Raise a formal complaint, in writing and headed COMPLAINT. Follow their complaints procedure and refer it to the ombudsman if they don't resolve it to your satisfaction - I believe you have to give them 8 weeks.

EssexHebridean

Just a warning - you know you will pay higher unit rates if you pay on receipt of bill rather than by DD? I can understand your reasoning, but felt it was worth mentioning. 

MWT

I would be inclined to read your own meter and work out what you should have paid over the period you've been with them and see how that compares to what you have actually paid them as it would be helpful to know the right answer if the ones they are giving you are so inconsistent...

Cariboudle

MuckChucker said:

oh yeah, they're the worst - at least seem to be able to check your balance (I can't), albeit who knows which one is correct???? 
It sounds like there might be different accounts going on in this instance. Does the account number of you bills match what you and the reps see when looking at the account.

It did occur to me maybe my account was being confused with someone else's but the one consistent thing on all the documents is the account number.  

victor2 said:

Raise a formal complaint, in writing and headed COMPLAINT. Follow their complaints procedure and refer it to the ombudsman if they don't resolve it to your satisfaction - I believe you have to give them 8 weeks.

I'll go check out their procedures, thanks!

EssexHebridean said:

Just a warning - you know you will pay higher unit rates if you pay on receipt of bill rather than by DD? I can understand your reasoning, but felt it was worth mentioning. 

Yeah I did think about that but right now they have £120 of my money so I think I'm worse off in this situation.  

MWT said:

I would be inclined to read your own meter and work out what you should have paid over the period you've been with them and see how that compares to what you have actually paid them as it would be helpful to know the right answer if the ones they are giving you are so inconsistent...

Good tip.  I'll do this exercise tonight.  I haven't taken readings every month but I do have a handful since January.

Thanks all!

Cariboudle

Update:  Today 17th October 2022 I received a letter stating that I was being referred to a debt collection agency for the moneys owed.  £165 plus £13 for the letter (again) so now it's £178 not to mention the £7 they'll add if they do pass this on to the debt collector.

This letter threatens also to put a mark on my credit rating.  I'm annoyed and stressed all over again! 

I've updated my meter readings today.  Still in credit.

I've submitted a formal complaint on their website but can't get through on phone or chat today.  Idk guys. 

I don't know.

victor2

Cariboudle said:

Update:  Today 17th October 2022 I received a letter stating that I was being referred to a debt collection agency for the moneys owed.  £165 plus £13 for the letter (again) so now it's £178 not to mention the £7 they'll add if they do pass this on to the debt collector.

This letter threatens also to put a mark on my credit rating.  I'm annoyed and stressed all over again! 

I've updated my meter readings today.  Still in credit.

I've submitted a formal complaint on their website but can't get through on phone or chat today.  Idk guys. 

I don't know.

If you've got an acknowledgement of the complaint, even if just an automated response, it means their system has it. I'm sure you are keeping offline copies of all correspondence, so there's little else you can do but wait 8 weeks and if they don't resolve it, refer it to the ombudsman.
However, you could figure out what your bills would have been, taking into account the credit and rates shown in your online account before and after any rate increases. If your DD is still in place, consider leaving it or adjusting it to meet your anticipated costs. Is your online account showing the government credit starting this month? It isn't easy to figure out what your gas usage will be with winter coming, but if you have last year's winter usage figures, that might help.

prowla

EssexHebridean said:

Just a warning - you know you will pay higher unit rates if you pay on receipt of bill rather than by DD? I can understand your reasoning, but felt it was worth mentioning. 

Why do you pay higher unit rates (assuming you've paid some by DD and there's an outstanding balance)?

[Deleted User]

prowla said:

EssexHebridean said:

Just a warning - you know you will pay higher unit rates if you pay on receipt of bill rather than by DD? I can understand your reasoning, but felt it was worth mentioning. 

Why do you pay higher unit rates (assuming you've paid some by DD and there's an outstanding balance)?

Because that's how it works.  There is a different price for each payment method, and that price will be applied at the time the energy is used (not the time of any credit balance which would be refunded when switching payment method).

DE_612183

have you checked the account numbers? To me it sounds like they may have two accounts for you - when you phone up and quote Account1 - they agree it's in credit, but all the while Account2 is in the background being chased.