Never been issued a bill by British Gas

m344

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.

m344

**Worth noting they initially told my neighbour they couldn't tell who from the building was using what electricity and that caused the issues with bills. They did not tell me this but he likely has proof of being told this as documents everything. We don't have smart meters but the normal kind you read.

Mstty

How much is your usage in kWh since you moved in as you may have to pay for the last year when it does get sorted due to back billing rules. I make it between 16-17 months of £54 payments to make your credit of approx £900.

m344

Correct -so I've been here 17months and the total is around £900 (I had overpaid into the account minorly here and there). They have no idea on the usage in kWh or are able to store meter readings so are relying on me. They can go back 12 months but it will be 12months from when they issue a bill and it appears we are no closer. It's gone from 02119 -04691. Last two monthly readings are 04516 & 04691

pochase

Not only do you have to pay for the last 12 months, but also the £54 DD can be used for billing by them.

The 12 months is to protect the user against a surprising high bill, not against been billed at all.

Mstty

m344 said:

Correct -so I've been here 17months and the total is around £900 (I had overpaid into the account minorly here and there). They have no idea on the usage in kWh or are able to store meter readings so are relying on me. They can go back 12 months but it will be 12months from when they issue a bill and it appears we are no closer. It's gone from 02119 -04691. Last two monthly readings are 04516 & 04691

Good news is when they do sort it out that equates to approx £800 with standing charges pro rata so at least the money is there to pay for it.

m344

pochase said:

Not only do you have to pay for the last 12 months, but also the £54 DD can be used for billing by them.

The 12 months is to protect the user against a surprising high bill, not against been billed at all.

But I haven't received a bill or estimation at all. So it would be a surprising high bill. When I go into the app it says 'You don't have any bills yet they will appear below when you do'. I'm not trying to avoid being billed at all. In fact the opposite, I have been chasing a bill for over a year. But what I don't want is for them to count the DD under billing then decided I owe them for for those "bills" which stem back up to 17months. Are you saying this could happen? I don't want a refund for what I've already paid.

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.

Mstty

As for what you should do.

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.

m344

Mstty said:

m344 said:

Correct -so I've been here 17months and the total is around £900 (I had overpaid into the account minorly here and there). They have no idea on the usage in kWh or are able to store meter readings so are relying on me. They can go back 12 months but it will be 12months from when they issue a bill and it appears we are no closer. It's gone from 02119 -04691. Last two monthly readings are 04516 & 04691

Good news is when they do sort it out that equates to approx £800 with standing charges pro rata so at least the money is there to pay for it.

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. 

m344

Mstty said:

As for what you should do.

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.

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.

pochase

m344 said:

pochase said:

Not only do you have to pay for the last 12 months, but also the £54 DD can be used for billing by them.

The 12 months is to protect the user against a surprising high bill, not against been billed at all.

But I haven't received a bill or estimation at all. So it would be a surprising high bill. When I go into the app it says 'You don't have any bills yet they will appear below when you do'. I'm not trying to avoid being billed at all. In fact the opposite, I have been chasing a bill for over a year. But what I don't want is for them to count the DD under billing then decided I owe them for for those "bills" which stem back up to 17months. Are you saying this could happen? I don't want a refund for what I've already paid.

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 paid a monthly DD, so it would not be surprising for you that the £54 is been used for your electrcity use. That you have raised a complaint could even more proof that you were aware that you owe money. Not saying that they will do it, but that is what the backbilling rule really intends.

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.