British Gas address error

hedgwedgy

Hi all,

Just wanted a bit of advice.

I recently moved into a rental property on the 16/09/22. I rang BG (British Gas) a few days later with my moving in electric meter readings ( I also take photos). I have rang 4 times since then as the address on my account is wrong and I am being build for another property on my road. I haven't paid anything, but that address does and the bills are shown as being paid off. On the second occasion I took down a job number as I kept getting told 'the back office' will get this sorted in 10 working days. On the third occasion, a month and a half later, I also explained that not knowing what I am actually needing to pay is a bit worrying considering the cost of energy at the moment. Unfortunately they couldn't do anything until they had the right address and readings. They couldn't even tell me what tariff I am on. I assume its a Standard Variable tariff. This is why I always take photos of my meter readings every month or so. After the fourth occasion of being told the same thing, I gave up.

I have emailed a complaint on 4/11/22 as I was fed up of effectively telling BG about the error they have made. In that complaint I said if they do not have the right address setup by 3 months from the 16/09/22, I would only pay my bill from the date they actually change the address details and not from the 16/09/22. I felt this was reasonable as I have wasted a couple of hours in total getting through and trying to get my address corrected.

I am now waiting to see what reply I get to my complaint. All I want is to be billed correctly so I can pay.

Any advice or thoughts are welcome.

Thanks

[Deleted User]

I wouldn't expect that trying to pick a date before which you will not pay your energy bill will have a lot of traction.

It also doesn't seem like you are being billed for the other property on the road, some else is and that person is paying.  It's not really your account if it has the wrong address and wrong meter details, and if its bill is being paid without you sending any money.  It seems like the problem is more that they can't find your account and are accidentally telling you about someone else's.

First question - did you ring BG because they were your old supplier, or because they were the existing supplier for the new property?

Second - have you ever given them your meter serial number?

hedgwedgy

Hi,

Thanks for the reply. 

I will pay the bill. I just want to know what it is. Probably shouldn't have put a deadline on it. Was frustrated at the time.

1) I moved in to this rental and they were the existing suppliers

2) Offered to give the serial number on the 4 occasions, was told they don't need it.

Robin9

Better to write by snail mail headed COMPLAINT - you are wasting your time with Customer Service.

[Deleted User]

Transposed meters are an industry-wide problem. If your meter is transposed then one or more other properties will have a similar problem. On my new build development, 12 out of 14 homes had transposed meters.

The supplier needs to identify the MPAN linked to your meter serial number. It will then change the address linked to that MPAN. Do not break the MPAN/meter serial number link.

TIme-wise: it took Scottish Power 6 months to resolve my problem and I did most of the detective work for them.