British Gas Cancelled Bills Involving Adjustments
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It's about how adjustments work on cancelled bills affecting the statement and live balance.
Seem to have endless billing issues with BG whenever I ask them to do something. I requested a bill after my gas account migrated to the new system(for my own records/schedule). So in the migration it generates a final bill for the old system which was fine. So I thought bill please and I'd get one on the new system. The agent did it wrong and one got generated in the old system for 0 units used and 12 days standing. The next agent fixed it wrong and ended up cancelling the incorrect bill, the migrations final bill and the bill before that. The next agent cancelled that one and billed to correct reads/dates however that bills statement balance is wrong and it's due to adjustments in the bill. The annoying thing is the live balance is correct, but can't be based on what the bill says. Of course now I imagine this bill is part of what forms the balance in the new system.
So how do adjustments work in bills. Basically there has been 3 bills cancelled and replaced, but it looks like each time the previous bills statement balance is added into the new bill as a cost. So instead of just being charged for usuage/standing with payments taken into account you get that added on and the end balance is not correct.
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This is the latest bill with the adjustments matching final balances from x3 cancelled statements.
an easy way to check whats going on is if you have the meter reading from before the system change (on an old bill) and meter reading now. then you can work out your use and what your actual bill/balance should be. its also the best way to explain to us/customer service the problem to get it fixed.
so. can you give us a meter reading from when you were on the 'old' system (not estemated and tell us the date it was taken) and today's meter reading?
if you dont want to do that and are happy you understand the problem then the answer is that in 8 weeks after first telling BG about the problem you can escalate it to the ombudsman. the BG will have to explain whats going on to the ombudsman's timetable and they will produce a report at the end that sets everything out in plain language.
It's amazing how those with a can-do attitude and willingness to 'pitch in and work' get all the luck, isn't it?
Please consider buying some pet food and giving it to your local food bank collection or animal charity. Animals aren't to blame for the cost of living crisis.
But I could at least fathom it out when I looked at the payment history in the account - that showed the chronological application of billed amounts and credits (she doesn't pay by DD, so the EBSS is added as a credit, along with warm home discount) - so used alongside the bill, I was at least able to get to the same bottom line figure, satisfied that it was at least correct. I have no idea why they make their billing so complicated - and migration to the new system is just another complication when it's already hard enough for people to keep a grip on their usage and billing.
In the process of my migration I had several bills that were cancelled, then re-issued, credits and adjustments moved etc.- it ended up way more complicated than it needed to be. So have a look at your payment history, see if that adds any clarity.