British Gas refuse to acknowledge they owe me money

DaveAsbury

Hi 
Sorry for the long first post but I'm after confirmation I have calculated things correctly and BG owe me money which they refuse to acknowledge.
I moved into a new build 30/9/22 and moved to octopus as soon as I could. First move attempt failed because BG moved me to their "new system" which was deemed a supplier move. I don't think they moved my previous payments over. The upshot from my calcs below is they owe me approx £200 (this was worked out on latest tarrifs some of it should be worked out on a lower tarrif. 

30/9/2022 gas reading of 19

7/12/22 gas reading of 92

68 days and 73 gas used

standing charge = 68 x 27.128p = £18.44

gas cost

73 units x 1.02264 (volume correction factor) x 40 ( calorific value) / 3.6 (kWh conversion factor) = 

cost = 829.47kWH x 10.24p = £84.93

standing charge = 68 x 27.128p = £18.44

total = £103.37

VAT 5% = 5.16

total plus VAT = 108.54

payments taken from my account

17/10/2022 £105.17

15/11/2022 £105.17

Jan-23         £39.00

total           £249.34

gas cost        -108.54

owed to me       £140.8

Electricity 

71 30/09/2022

447.1 07/12/2022

68 days and 376.1 electricity used

Standing charge = 68 x 45.77p = £31.12

cost = 376.1 x 33.018 p per KWH = £124.180

total = £155.30

plus VAT 5% £7.76

total cost = £163.06

payments taken from my account

17/10/2022 £91.52

15/11/2022 £91.52

09/12/2022 £36.15

total 219.19

- elect cost of £163.06

= owed to me £56.13

MattMattMattUK

DaveAsbury said:

Hi 
Sorry for the long first post but I'm after confirmation I have calculated things correctly and BG owe me money which they refuse to acknowledge.
I moved into a new build 30/9/22 and moved to octopus as soon as I could. First move attempt failed because BG moved me to their "new system" which was deemed a supplier move. I don't think they moved my previous payments over. The upshot from my calcs below is they owe me approx £200 (this was worked out on latest tarrifs some of it should be worked out on a lower tarrif. 

30/9/2022 gas reading of 19

7/12/22 gas reading of 92

68 days and 73 gas used

standing charge = 68 x 27.128p = £18.44

gas cost

73 units x 1.02264 (volume correction factor) x 40 ( calorific value) / 3.6 (kWh conversion factor) = 

cost = 829.47kWH x 10.24p = £84.93

standing charge = 68 x 27.128p = £18.44

total = £103.37

VAT 5% = 5.16

total plus VAT = 108.54

payments taken from my account

17/10/2022 £105.17

15/11/2022 £105.17

Jan-23         £39.00

total           £249.34

gas cost        -108.54

owed to me       £140.8

Electricity 

71 30/09/2022

447.1 07/12/2022

68 days and 376.1 electricity used

Standing charge = 68 x 45.77p = £31.12

cost = 376.1 x 33.018 p per KWH = £124.180

total = £155.30

plus VAT 5% £7.76

total cost = £163.06

payments taken from my account

17/10/2022 £91.52

15/11/2022 £91.52

09/12/2022 £36.15

total 219.19

- elect cost of £163.06

= owed to me £56.13

First things first, has the transfer actually completed and on what day? 07/12? Is your opening read with your new supplier in agreement with the old British Gas one? Who did you move to? Do you still have access to the online account from British Gas, or did you retain any information from it?

There may be an issue caused by them migrating between systems, I know some people had to wait a few weeks for payments to show in the new system as that came up on here several times so you may have been caught in that, with leaving/closing your account before that process had completed it might take longer to resolve as the account was closed. Did you get a final bill? How have you queried it with them?

DaveAsbury said:

British Gas refuse to acknowledge they owe me money

Have they refused to acknowledge they owe you money? It can take several weeks to get a final bill, have you had one yet?

Robin9

Formally write to them enclosing your calculations.

DaveAsbury

Is there anyone in here who can confirm my actual calculations above are correct?

DaveAsbury

Yes, I have had a closing balance. The £36 and £39 were the closing balances.
The transfer completed on 7/12/22 and the final figure was agreed.
Yes I have access to the site. The only bill on there is the final bills of £36 and £39. They've never shown me an itemised bill for the first 6 weeks or so, despite repeatedly asking for one and how they arrived at their figures.
I've presented twice at least a spreadsheet with my workings.

This is the latest vague email I have received, 
----------------

We have looked at your accounts and did not find the amount you have mentioned. 
We did notice your gas account is closed as the supply has been changed to Octopus Energy. As far as the Electric account we see a supply change to Octopus Energy. 

I do not see the credit for the amount you have mentioned. Can you share a screenshot or anywhere where its mentioned that British gas has to owe you that amount.

[Deleted User]

DaveAsbury said:

Is there anyone in here who can confirm my actual calculations above are correct?

Sadly not. What is the missing credit that you refer to in your original post? It might be better if you posted a copy of your actual statement with personal and meter details redacted.

EssexHebridean

Have you taken account of the EBSS payments? Presumably you would have had at least the first couple of these from BG? 

DaveAsbury

Dolor said:

DaveAsbury said:

Is there anyone in here who can confirm my actual calculations above are correct?

Sadly not. What is the missing credit that you refer to in your original post? It might be better if you posted a copy of your actual statement with personal and meter details redacted.

As I've said, I keep asking them for an itemised bill from moving in (oct) to switch (it's only 2 months) and they keep ignoring the request. This was when they switched me to their new system. I think they've cocked the switch up.

My original post as my moving in start readings and day of switch readings - i just wanted to know is my calculation right - ie

30/9/2022 gas reading of 19 (move in date)

7/12/22 gas reading of 92 (switch date)

68 days and 73 gas used

standing charge = 68 x 27.128p = £18.44

gas cost

73 units x 1.02264 (volume correction factor) x 40 ( calorific value) / 3.6 (kWh conversion factor) = 

cost = 829.47kWH x 10.24p = £84.93

standing charge = 68 x 27.128p = £18.44

total = £103.37

VAT 5% = 5.16

total plus VAT = 108.54

DaveAsbury

EssexHebridean said:

Have you taken account of the EBSS payments? Presumably you would have had at least the first couple of these from BG? 

No I didn't. Doesn't that mean they owe me even more?

pochase

Apart from the fact that the calorific value most likely is not 40 the calculation seems correct. The calorific value differences are so small (37.5 to 43) that there is no big difference to your calculation.

You should have received 3 of the EBSS payments, for the 1st of October, November and December. Did they pay the money back into your bank account? If they did they don't owe you more as you got the money back. 

DaveAsbury

pochase said:

Apart from the fact that the calorific value most likely is not 40 the calculation seems correct. The calorific value differences are so small (37.5 to 43) that there is no big difference to your calculation.

You should have received 3 of the EBSS payments, for the 1st of October, November and December. Did they pay the money back into your bank account? If they did they don't owe you more as you got the money back. 

Thanks for the reply, confirming my figures are in the ball park. You're right about calorific. it was 39.xx. In my original spreadsheet I sent them,  Iused exactly the tariffs and values given by BG. The payments did not go into my bank account. They put a +67 on the BG account. I never included them. All my calcs are purely on start and end reading and the Direct debits they're taken. (which means they actually owe me even more money).

Because they switched me to their new system I can still click on the old system. If I try to make a payment on this old website it says i'm £210 in credit. I don't think they moved my credit over. But I cannot get them to accept anything. They ignore all my requests for itemised bills and just keep giving these vague "we can't see anything wrong answers"