Help with a British Gas bill problem

scottish_blend

On SwanJon's advice I have started this thread.

I have an o/s bill from Jan/Feb last year, covering a 3 week period, that I have been querying unsuccessfully since then.

I have my heating on 3 hours per day an hour in the morning and 2 at night. I have been charged for this period £127 !!

Clearly something badly wrong there, and I have asked about half a dozen times by phone, and a further couple by email. After around a 20 minute wait on the phone line of course, by which time my patience has been well and truly tested. Its so very frustrating not being able to speak to anyone who is remotely interested in investigating if anything may be wrong, only in confirming what it "says on their screen"

I have had been told every time - this bill is correct, but no one can yet explain to me WHY this is so. Surely £127 for 3 weeks gas, at 3 hours per day is waaaaaaaaaaay over the top?

I had letters form a debt collection agency whom I phoned and informed that I was disputing this bill. Obviously - they don't give a monkeys about that as their job is to collect the money, and referred me back to BG. Again I got someone to look at my account and this guy just was not for listening, but I eventually got him to assure me he would investigate for me and get back to me.

That was about 3 weeks ago, and needless to say of course I have heard nothing from BG, but I HAVE had a letter from the debt collection agency stating that British Gas have assured them that the bill is correct and therefore I need to pay. And I quote from the letter "this balance is correct according to your move out date of 11/2/07 and final meter read of 12611"

Number one - I have not moved anywhere, although I HAVE changed supplier, so I can accept that

Number Two - my meter right now reads 3635. Nowhere near 12611 which they said was the meter reading last year?

I have AGAIN emailed BG today as I really, honestly cannot face phoning them again. I really and truly give up on ever getting an explanation of the bill and why it is so high. Can any of the British Gas workers on here please help, and save my sanity(and money )

I am happy to pm account numbers or whatever if anyone can help. I live in the Lanarkshire area of Scotland if that makes any difference to who deals with it?

Thanks in advance to anyone who can assist

SwanJon

It looks like it is that reading that is causing the problem.
Either British Gas or your new supplier should be able to initiate a change to it with enough information.
They would need
- ideally the actual read from the day you swapped
- Other accurate reads from around that time (on bills since)
-Do you have your first read from your new supplier? They should have used the same read.
- the serial number from your meter.
This gets much more difficult to resolve the longer it is left - 12 months tends to be the tipping point as suppliers don't like going back further, but it's not impossible.

scottish_blend

thanks Jon

I have actually since I posted this had a reply from Britsh Gas, asking some further (pertinent this time) questions, and explaining a few things relating to my actual account instead of generic blah (its taken me so long to post as I've had to pick myself up off the floor!! )

I have replied as they requested, so we shall see what the outcome is THIS time

whatatwit

You would be better off writing to them and asking them to suspend the account. What was the opening reading from your new supplier, you could enclose a copy of that with your letter.
On the disputed bill, was the start reading actual or estimated?

Terrylw1

Hi,

That reading is causing the problem. That can easily generate the high bill.

From your post it appears that reading is a change of supply reading (since they treat you as a leaving tenant in error) so the reading just needs disputing. The fact that your meter reading is still much lower is your saving grace as they can easily pop a meter reader out to check.

They have 14 months to dispute the change for supply reading only. At that point the settlement becomes crystallised and the industry auditor (Elexon) will not allow them to change the reading. However, there are ways around that as the Suppliers can just change your bills and take the hit on the settlement (which is what Elexon & Ofgem/Energywatch will tell them to do)

SwanJon is right in stating 12 months though becaue you have to add 2 months on for the dispute iteself as settlements work in real time based on an agreed payment calendar.

So, is that dodgy reading the opening reading on your first bill from your new Supplier and the end reading on the old Supplier's bill? If so, they need to recall the debt from the agency and raise a change of supply disputed reading against this.

If it's a reading inputted somewhere else, it's pretty much the same. The reading needs to be removed from settlement and from your bills.

If they are being a pain demand a meter reader checks the meter. Meter reading companies re-calcuate and withdraw readings as well. However, your Supplier would still need to resolve the overall problem even in those circumstances.

I would also consider writing a complaint to Energywatch (do it online) which will help this along as you have clearly wasted your time on the phone/mail.

It sounds a pretty easy issue to me, but the change of supply events are a problem if they span the reading issue as a lot more has to be done between Suppliers & agents to resolve it.

Eitherway, just prove your current reading and then the rest is up to them.

Root cause = most likely 2 are a) extra digit added in inputting/deprogramming or on meter sheet or b) read next doors!

Good luck

scottish_blend

Thanks very much everyone

British Gas clearly read this board :rofl: as I have had an email back saying we're sorry about the confusion and the delay in sorting your bill out - your account balance is now nil, you are welcome back at any time to British Gas!! (Aye right!)

I might actually still drop a line off to energywatch just to see what they say, and if any sort of compo may be gained from this. Its worth a try eh