British Gas Cancel and Replace

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British Gas have cancelled and replaced 5 bills from last year.

They seem to have replaced them with a new bill which I cannot access online as it says Not Ready, and BG's agent cannot access the bill either. This bill is for £2554.98. 

As they cannot present the new bill I have asked for a refund of 
£2554.98.  

Is there any rule about how long they have to refund money they have been paid for cancelled bills.

Comments

  • ariarnia
    ariarnia Posts: 4,225 Forumite
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    edited 24 February 2023 at 6:44PM
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    the service standard guarentee for final bills is 10 working days so they probably have the same 10 days to issue a new bill or refund the balance from the old ones. 

    after that you can probably justifiably complain about the lack of bill but i dont think you have an automatic right to a full refund unless you follow there balance refund process. 
    Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott

    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.
  • [Deleted User]
    [Deleted User] Posts: 0 Newbie
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    edited 24 February 2023 at 6:52PM
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    ariarnia said:
    the service standard guarentee for final bills is 10 working days so they probably have the same 10 days to issue a new bill or refund the balance from the old ones. 

    after that you can probably justifiably complain about the lack of bill but i dont think you have an automatic right to a full refund unless you follow there balance refund process. 
    Where did the 10 day figure come from for Final Bills:



    It has been reported in the past that many suppliers have an escalating sign off process for refunds. The bigger the refund the higher up the executive chain it goes for approval. There is no licence condition that relates to refund times.
  • ben_glastonbury
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    Thank you both for your replies. Asking for a refund seems to have got BG working towards resolving the issue. They have promised to try and get me a bill by next week. I found several errors on the bills they have cancelled so not happy they have put in a "dummy" bill to cover the amount and not produced an actual worked out bill. I am sure this is against their licence agreement hence the request for a refund.
  • ariarnia
    ariarnia Posts: 4,225 Forumite
    First Anniversary Name Dropper First Post Combo Breaker
    edited 25 October 2023 at 9:41PM
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    ariarnia said:
    the service standard guarentee for final bills is 10 working days so they probably have the same 10 days to issue a new bill or refund the balance from the old ones. 

    after that you can probably justifiably complain about the lack of bill but i dont think you have an automatic right to a full refund unless you follow there balance refund process. 
    Where did the 10 day figure come from for Final Bills:

    sorry. brain fail and i was thinking about the 10 days to pay the compensation for not meeting the standards. 
    Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott

    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.
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