British Gas/BW Legal

Robin9

Has she got her very first bill from Octopus ?

throughtheblue

Robin9 said:

Has she got her very first bill from Octopus ?

Yes, although I think Octopus admitted to making a mistake with it, so will have a look

Brie

Are you sure she's dealing with British Gas all the time?  Just wondering if she's been scammed by someone saying they're BG or BW Legal.  

tripled

Ok, so if your friend definitely raised a formal complaint (not just contacted customer services, but clearly insisted that she wanted to escalate a formal complaint) either by phone or in writing more than 8 weeks ago, then she can go to the ombudsman.

She should have given British Gas her details and meter readings for the date she took over the property (start of tenancy/completion of purchase). She should have given Octopus meter readings on the date Octopus took over the supply, they would pass those meter readings to British Gas, and they should send a final bill for the period they were supplying her.

This sort of mix up is quite common when people move, often people don't realise they need to notify and pay the old supplier for a few days, or the incumbent supplier makes a mistake with the details, and the accounts get in a mess. Most likely an account wasn't opened, or has been opened with incorrect or estimated readings. It's possible the supplier transfer readings are also incorrect. The payment may have gone onto an "occupier" or previous resident's account, adding to the confusion.

I would suggest your friend checks in her Octopus account that the switch has gone through with the correct opening meter readings on the date of the transfer.

British Gas are supposed to stop debt collection activity when an account is in dispute. It is their responsibility to deal with BW Legal, not your friend's.

I would suggest she then clearly, simply and succinctly restates the details to British Gas, and escalates on to the ombudsman.

• Previous complaint made on XXX date, no response received
• Date and meter reading of taking over the property
• Date and meter readings of change to Octopus
• Payment amount, method and date
• Expectation of receiving a correct bill, and halting debt collection activity while the account is in dispute
• Will be escalating to ombudsman

throughtheblue

tripled said:

Ok, so if your friend definitely raised a formal complaint (not just contacted customer services, but clearly insisted that she wanted to escalate a formal complaint) either by phone or in writing more than 8 weeks ago, then she can go to the ombudsman.

She should have given British Gas her details and meter readings for the date she took over the property (start of tenancy/completion of purchase). She should have given Octopus meter readings on the date Octopus took over the supply, they would pass those meter readings to British Gas, and they should send a final bill for the period they were supplying her.

This sort of mix up is quite common when people move, often people don't realise they need to notify and pay the old supplier for a few days, or the incumbent supplier makes a mistake with the details, and the accounts get in a mess. Most likely an account wasn't opened, or has been opened with incorrect or estimated readings. It's possible the supplier transfer readings are also incorrect. The payment may have gone onto an "occupier" or previous resident's account, adding to the confusion.

I would suggest your friend checks in her Octopus account that the switch has gone through with the correct opening meter readings on the date of the transfer.

British Gas are supposed to stop debt collection activity when an account is in dispute. It is their responsibility to deal with BW Legal, not your friend's.

I would suggest she then clearly, simply and succinctly restates the details to British Gas, and escalates on to the ombudsman.

• Previous complaint made on XXX date, no response received
• Date and meter reading of taking over the property
• Date and meter readings of change to Octopus
• Payment amount, method and date
• Expectation of receiving a correct bill, and halting debt collection activity while the account is in dispute
• Will be escalating to ombudsman

Thanks, 

I will help her to try and follow this advice. 

The confusion is we can't sign onto her British Gas account anymore, as if it doesn't exist. 

Talking with her, she did actually pay an amount to BW Legal a month or so ago, which confuses things further. 

I don't know if theyve tried to merge the bill of the previous occupier or when the property was unattended, but she should've only ever paid an amount roughly equal to £14.