British Gas Bills

NeedAssistance

Morning, I'm having an argument with British Gas at the moment regarding my gas bill.  We currently pay £379 per month for gas and electricity but we haven't had a gas bill since October last year.  I've called, emailed, messaged and put through a formal complaint but they just keep telling us that there is a problem with the system and they are working on it. It has also apparently been escalated.  We now have just over £2,100 of credit on our account.  Electricity has been billed but they are happily accruing interest on our money.  We can't take the money out because they need to produce a bill before doing so!  Every time I call I just get the same answer, it has been escalated and someone is dealing with it.  They apparently have a large back log of problems with the new system.  Has anyone else had this issue and if so, how long did it take to resolve?  I've no idea if we owe them money on our bills or if in fact we could potentially reduce our monthly dd (I know - very unlikely!).
Any ideas?
Thank you

maisie_cat

When you say that you are in credit have you calculated what the balance is based on usage since the last bill? 

NeedAssistance

Quite hard to do as all the prices have gone up but our usage has gone down.  Our last bill was October last year.  I definitely think we are in credit once gas comes out but the gas bill will go back nearly a year.  I just need British Gas to produce a bill so I know where I stand but I'm having trouble getting them to do that!

CSI_Yorkshire

NeedAssistance said:

Quite hard to do as all the prices have gone up but our usage has gone down.  Our last bill was October last year.  I definitely think we are in credit once gas comes out but the gas bill will go back nearly a year.  I just need British Gas to produce a bill so I know where I stand but I'm having trouble getting them to do that!

Surely you have regular meter readings and you know what the price was at every point since October?

In which case, it's four multiplications and some adding.  Not hard to do.

Even if you don't have exact meter readings at the price change dates (if they're between your meter readings for example) then you guess somewhere between the two readings.  You won't be out by more than a few quid.

Alnat1

If you could post your reading from the October bill and another done today, I'm sure someone on here will be able to give you a fairly good idea of how much the gas would cost. 

Neil49

If you have smart meters then you can logon to your BG account and see the monthly meter readings that they have taken.

Their website isn't the best of layouts but the info is there somewhere. 

bluelad1927

If you are good at saving money for bills ask to be put on a variable DD in order that you only pay for what you use. This doesn't help solve your bill problem but does stopBG holding onto your money.

When the fuel prices went up EON wanted 300 a month so I went on variable. In the last year we used less than £2000 so clearly the money was better off with me.

Robin9

@NeedAssistance   When you say "formal complaint" what do you mean ?

Did you say to CS that I want to make a formal complaint. ?

Or have you made a formal written complaint in accordance with their complaint system?

Gerry1

There's a very simple magic bullet: ditch and switch !  BG will then have to send you a final reading within six weeks and refund your money within another two weeks.

If you choose Octopus they will send you a bill whenever you send a meter reading.  They also offer Variable Direct Debit, which is not available on the new BG billing system.

That's at least three birds with one stone.

Golfhouse23

We haven't had a bill since July 2022.  Same issues despite complaining in every way. Citizens Advice were no help and despite an offical agreement with the Energy  Ombudsman BG totally disregarded it.  We're £5000 in credit.  Hoping to move so can't sign up with a new supplier.  British Gas just send you around in circles,  weve soent literally days trying to get a bill.  They are a disgrace. Surely its bordering on  illegal to take money without proper paperwork?  Any ideas?

Robin9

@Golfhouse23

Have you gone through the official complaints system - written by snail mail?

How do you calculate your credit ?  Are you taking into account the consumption su=once then ?

Was the July 22 an actual bill ?  What were the readings? Were you in credit ?  What are todays readings ?