British Gas - new system

Runriggie

Hi, I have only just found this thread. I too am having major problems with British Gas bills and meter reading history since they moved to their new system. I raised a thread on 5 December ‘British Gas - Bill Errors from New System’. The gist of my complaint (raised with BG) is an erroneous meter reading history (in spades) and wrong bills. The wrong bills are caused by using erroneous meter readings. But BG also seem to not back out historic VAT charges when they replace a bill. Compound this across several bills and the errors mean they calculate a credit balance that is half what is should be. I’m one letter away from going to the energy ombudsman.

Runriggie

Just an update to my posting on 3 January.  I have logged a complaint with the Energy Ombudsman.  Not only is British Gas selectively ignoring meter readings (leading to a result that is in their favour).  When they generate replacement bills, they do not back out historic VAT charges.  10 bills produced in 2023 and only 2 of them are correct.  After many exchanges with BG, and 2 detailed letters explaining their errors, I have given up and gone to the Ombudsman.  BG are maintaining that they have addressed all my points when they haven’t.    Don’t think I have ever seen worse incompetence from a utility provider in decades of using one.

Swipe

Runriggie said:

Just an update to my posting on 3 January.  I have logged a complaint with the Energy Ombudsman.  Not only is British Gas selectively ignoring meter readings (leading to a result that is in their favour).  When they generate replacement bills, they do not back out historic VAT charges.  10 bills produced in 2023 and only 2 of them are correct.  After many exchanges with BG, and 2 detailed letters explaining their errors, I have given up and gone to the Ombudsman.  BG are maintaining that they have addressed all my points when they haven’t.    Don’t think I have ever seen worse incompetence from a utility provider in decades of using one.

Believe me, E.On Next can give them a run for their money. 

MeteredOut

Swipe said:

Runriggie said:

Just an update to my posting on 3 January.  I have logged a complaint with the Energy Ombudsman.  Not only is British Gas selectively ignoring meter readings (leading to a result that is in their favour).  When they generate replacement bills, they do not back out historic VAT charges.  10 bills produced in 2023 and only 2 of them are correct.  After many exchanges with BG, and 2 detailed letters explaining their errors, I have given up and gone to the Ombudsman.  BG are maintaining that they have addressed all my points when they haven’t.    Don’t think I have ever seen worse incompetence from a utility provider in decades of using one.

Believe me, E.On Next can give them a run for their money. 

I raise you: EDF

LochLomondlad

Hi guys,
British GAS wrong bills issue resolved….for me

after 7 weeks of calling them daily other than pub hols telling them my bill was wrong, their arithmetic was wrong and their attitude was wrong, I took the issue to their deadlock option after 56 day bunfight

within 1 week of giving my info to the brilliant Ombudsman service and my allocated uk based officer, they understood my problem, told me I was correct NOT B/Gas and within 1 week I was catapulted to BG senior complaints and Ombudsman team based in Edinburgh…
inwas phoned by a lovely BG rep who said… again.. sorry but your are correct and within half an hour had the wrong bills sorted a letter of apology issued £930.00 of credit given back and £200.00 of compensation paid..

she has just called me for a third time in a week to say it has all went through my new and corrected bill from the start of me joining and being transferred to the new platform is on my account and I’ve agreed the Ombudsman complaint can be closed down……

THE ONLY WAY TO RESOLVE THEIR NEW BILLING SYTEM ERRORS…Is take them to the OMBUDSMAN….
GOOD LUCK…,

Runriggie

Thanks LochLomondlad, as per another thread on this forum, my complaint is now with the Ombudsman - what an efficient and professional service they provide.  I’ll post again on here when result from Ombudsman is available.

Runriggie

Update on complaint to Ombudsman - complaint resolved with a recommendation by the Ombudsman of a goodwill gesture for poor communication - in other words BG made no attempt to explain why they had either done or not done things I requested.  After that things get a bit complicated to explain with any benefit here but suffice it to say that the amount recommended significantly exceeds the amount I think BG owed for mis-billing so I’ve accepted it as life is too short. 

By all accounts, BG are firefighting all sorts of problems - I’d recommend anyone to take a complaint to the Ombudsman to get things resolved.  I was very impressed with their service.  Thank you Ombudspeople!

OCNorfolk

One of ,  the apparently many, victims of BG's new system and appalling communication. Got mysterious and unexplained "adjustment" to my account going from tiny credit and note " No need to pay anything" (Nov 2023 statement) to a statement of Jan 19th 2024 claiming debit of £2800 (for same period as covered by the November statement. Various protracted online chats, emails and recorded detailed letter have produced 1)  On Feb 19th a complaint number and promise for reply in 21 days 2) 22nd |Feb statement showing debit of £2398 3) 5th March promotion email for new tariff estimating my annul usage as £2100 (less than the debt allegedly built up in 2023 whilst paying £190 per month direct debit???? 4) 21st March a stereotype sorry your unhappy email with promise of resolution in (another) 21 days and another email more than doubling my direct debit. Today an anodyne online chat promising "urgent response". Questions to the forum- 1 what date started the 8 week countdown to contacting the ombudsman? 2 How do I start that process?

Gerry1

Welcome to the forum.

1. The eight weeks starts from when you first raised the complaint.

2. https://www.energyombudsman.org/raise-dispute/british-gas