Never been issued a bill by British Gas
Hi all
A bit of a strange one but I really need your help.
I don't have gas as live in a new build but the electric is all provided by British Gas. I have lived in the property over one year and after moving in set up my account with British Gas. I set up a direct debit and around £54 was coming out monthly (it's worth noting my heating comes out from a water company on a meter). A neighbour told me there were some issues with BG providing bills so I looked into mine and found although the DD was coming out I wasn't being issued bills and this was going into 'credit' from checking the app. I called them back and they told me it was due to their technical difficulties. Last October I called back again to check rates before the increase and submit readings and ask for the new DD amount (worth noting I submitted 2 readings before this). They still couldn't issue bills and told me it would be rectified in 2 weeks. I submitted a complaint a couple of months later as no one got back to me. Fast forward my account is in about circa £900 credit, I've never been issued a bill and I'd like to stop my DD. They cannot issue a bill for anything used beyond 12months ago and I've paid more than 14 months worth of instalments.
Does anyone know what I can do/should do? It's annoying because although I'd like to pay for what I am using -I also don't want to be paying for something I legally don't have to and would also like to be billed normally.
Extra info: I've asked multiple times for bills and submitted readings via the phone. Although they take them down the next time I call they don't have them due to their system issue. I'm just wondering where I stand legally on future bills and previous payments made.
A bit of a strange one but I really need your help.
I don't have gas as live in a new build but the electric is all provided by British Gas. I have lived in the property over one year and after moving in set up my account with British Gas. I set up a direct debit and around £54 was coming out monthly (it's worth noting my heating comes out from a water company on a meter). A neighbour told me there were some issues with BG providing bills so I looked into mine and found although the DD was coming out I wasn't being issued bills and this was going into 'credit' from checking the app. I called them back and they told me it was due to their technical difficulties. Last October I called back again to check rates before the increase and submit readings and ask for the new DD amount (worth noting I submitted 2 readings before this). They still couldn't issue bills and told me it would be rectified in 2 weeks. I submitted a complaint a couple of months later as no one got back to me. Fast forward my account is in about circa £900 credit, I've never been issued a bill and I'd like to stop my DD. They cannot issue a bill for anything used beyond 12months ago and I've paid more than 14 months worth of instalments.
Does anyone know what I can do/should do? It's annoying because although I'd like to pay for what I am using -I also don't want to be paying for something I legally don't have to and would also like to be billed normally.
Extra info: I've asked multiple times for bills and submitted readings via the phone. Although they take them down the next time I call they don't have them due to their system issue. I'm just wondering where I stand legally on future bills and previous payments made.
0
Latest MSE News and Guides
Replies
Energy Used Electricity only. Hoping to get down to 6000 kWh a year. 2022 worked out at 6234 kWh a year in a 4/5 bedroom detached house EPC high B. Designed not retro-fitted ASHP Mitsubishi Ecodan, under floor heating ground floor, radiators 1st floor. Multi-fuel burner in lounge.
Dyslexia sufferer don't be too harsh if I get things a bit topsy turdy.
The 12 months is to protect the user against a surprising high bill, not against been billed at all.
Energy Used Electricity only. Hoping to get down to 6000 kWh a year. 2022 worked out at 6234 kWh a year in a 4/5 bedroom detached house EPC high B. Designed not retro-fitted ASHP Mitsubishi Ecodan, under floor heating ground floor, radiators 1st floor. Multi-fuel burner in lounge.
Dyslexia sufferer don't be too harsh if I get things a bit topsy turdy.
I also did ask them to close my account so I could move to another provider and I was told they couldn't due to the account set up and billing issues.
You have done it, you have contacted your supplier multiple times (keep hold of this correspondence) issued meter readings and done your bit.
You could raise a complaint if it is causing you sleepless nights or let them take their time as each month that passes is a free month for you.
Energy Used Electricity only. Hoping to get down to 6000 kWh a year. 2022 worked out at 6234 kWh a year in a 4/5 bedroom detached house EPC high B. Designed not retro-fitted ASHP Mitsubishi Ecodan, under floor heating ground floor, radiators 1st floor. Multi-fuel burner in lounge.
Dyslexia sufferer don't be too harsh if I get things a bit topsy turdy.
Thank you. This is what I'm trying to figure out because my neighbour has lived here the same amount of time and has paid 0 under their advice -I still chose to pay as I don't want a mega bill to come through later and I don't have the money to pay. He was the one who then told me about the 12 month thing. I am trying to work out if for example 1st June 2023 it is all rectified and I submit the readings. Will they go last July-June meaning I can leave just the money I have in there and be roughly covered (give or take rising costs) or will they go back to the beginning for billing? Meaning I need to continue adding money to the app or with my DD (its has been a mixture since they also had problems with a DD initially).
-I have received absolutely no correspondence from them no letters, no bills, no changes or meter readings added to me account via the app. Nothing other than the generic e-mail list stuff. I even at one point tried to move tariffs (back when it was viable) and they couldn't do it (but didn't acknowledge until I next called to chase) and promised me the old & cheaper rates for the period even though they couldn't bill for it now. This has happened x2 and this is why I am worried about the mess also.
I raised a complaint 14/04/22 and it has been ignored to this day. I know they received it as I got one of those automated email copies with a reference saying they have received it. I have kept it.
They have taken down the meter readings on the phone and the next time I call they don't have them. Then blame it on the technical issues. You couldn't make this up!
Ref the free month -this is what I'm wondering. if I have made the rough equivalent of 17months payments and they can only go back 12 -should I stop paying? Because technically and according to them my account is in £900 credit. It says this word for word on the app.
When you raised your complaint, did you raise it as a formal complaint and did you receive a reference number? If so you can take it now immediately to the Ombudsman.