Ombudsman

ben_glastonbury

I have a number of cancelled electric bills. The bills which have been cancelled include several disprecancies which would result in a difference of over 100 pounds. My supplier has replaced them with a bill which on the download page says not ready yet and which i have been trying to get a copy of for the last four months. The supplier has not been able to get a copy of the bill. After exceeding the 8 week complaint time I have taken this to the ombudsman and the supplier has not answered any of my questions, or supplied a copy of the bill.As all the existing bills have been cancelled I have now asked that either a copy of the bill is supplied so that I can check it or alternatively that the supplier cancel the bill for over 2000 pounds. As the supplier has not answered any of the questions in their response or supplied a copy of the bill, what is the likely resolution? Anyone any ideas?

Gerry1

Bet it's British Gas !

ben_glastonbury

How did you guess?

Gerry1

ben_glastonbury said:

How did you guess?

I left Neon Reef (fully paid up) for another supplier long before NR went bust.  Eventually I chose to switch to BG.

BG became NR's SoLR and acquired their customers' details.  They billed me for several months' usage that had been paid for with other suppliers but didn't tell me.

The only clue was that a monthly bill showed an earlier starting date and a much lower opening reading.  I suspect this happened to many others but very few spotted it.

Every time they issued a Revised Bill all the older ones disappeared but fortunately I always download every new bill immediately.

Made a big fuss and eventually got £100 compo.

Their old billing system is a complete shambles and I suspect there will be fun and games transferring over to the new one.  Seems the first problem will be that it will no longer offer Monthly Variable DD.  Without notice or explanation my MVDD suddenly became QVDD, but I complained and they said they they'll restore it to MVDD.

ben_glastonbury

They issued my first bill with the readings I supplied. They replaced this bill with lower opening readings for the same date. No explanation but an extra £170 on the bill. 
This and next bill were also cancelled but I was never sent a replacement bill. I paid on receipt of bill so not very happy

Jonty6262

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

Mstty

Jonty6262 said:

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

My last one was 5 weeks

ben_glastonbury

Mine took around 5 weeks before it was started, BG have now replied so am hoping for resolution within a fortnight. 

pochase

Jonty6262 said:

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

Investigation is the wrong word to use, they don't investigate, they are making a decison based on the information you and the supplier give.

Therefore it is extremely impotant to make your case in detail and give all relevant information structuredso it is easy to understand. 

Jonty6262

Mstty said:

Jonty6262 said:

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

My last one was 5 weeks

ben_glastonbury said:

Mine took around 5 weeks before it was started, BG have now replied so am hoping for resolution within a fortnight. 

pochase said:

Jonty6262 said:

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

Investigation is the wrong word to use, they don't investigate, they are making a decison based on the information you and the supplier give.

Therefore it is extremely impotant to make your case in detail and give all relevant information structuredso it is easy to understand. 

Was it 5 weeks to conclusion? 

[Deleted User]

Jonty6262 said:

Mstty said:

Jonty6262 said:

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

My last one was 5 weeks

ben_glastonbury said:

Mine took around 5 weeks before it was started, BG have now replied so am hoping for resolution within a fortnight. 

pochase said:

Jonty6262 said:

Speaking of the energy ombudsman. How long after you log a complaint to them does someone pick it up for investigation? 

Investigation is the wrong word to use, they don't investigate, they are making a decison based on the information you and the supplier give.

Therefore it is extremely impotant to make your case in detail and give all relevant information structuredso it is easy to understand. 

Was it 5 weeks to conclusion? 

I doubt it as the supplier has 4 weeks to comply with any Decision that goes in the complainant’s’ favour.