BG unable to provide explanation of bill calculation

alicef

First off - the calc. by BG is slightly in my favour - (prob by less than a tenner).

Back in Feb. BG missed off some units used in February from my elec. bill.   I informed them of this. Since then I have been trying to get a replacement bill from them that includes the missing units plus VAT on these units.  (One would would think this wouldn't be hard to do).

Some addition problem has arisen as B. Gas no longer appears to be able to respond to a complaint raised via Resolver, and so sends emails to my BGas registered email rather than the Resolver one.  As a result their main concern appears to be closing down my complaint.

B Gas has applied various credits to my account but hasn't explained how these adjustments have been calculated.  I think their calcs. are incorrect.  

As it is now fast approaching September and I am going round in circles - am I unreasonable to pass it across to the ombudsman even though the calc. is slightly in my favour?

[Deleted User]

Hi,

are you on 6 month billing, if so it may show on August bill.

Jyana

They’ve had more than their 8 weeks, you’re well within your rights to say you’re at deadlock now and carry it on to the ombudsman I’d say. 

[Deleted User]

alicef said:

First off - the calc. by BG is slightly in my favour - (prob by less than a tenner).

Back in Feb. BG missed off some units used in February from my elec. bill.   I informed them of this. Since then I have been trying to get a replacement bill from them that includes the missing units plus VAT on these units.  (One would would think this wouldn't be hard to do).

Some addition problem has arisen as B. Gas no longer appears to be able to respond to a complaint raised via Resolver, and so sends emails to my BGas registered email rather than the Resolver one.  As a result their main concern appears to be closing down my complaint.

B Gas has applied various credits to my account but hasn't explained how these adjustments have been calculated.  I think their calcs. are incorrect.  

As it is now fast approaching September and I am going round in circles - am I unreasonable to pass it across to the ombudsman even though the calc. is slightly in my favour?

None of the above makes much sense. If say, I was billed on a reading of 12345 in February but my meter was actually reading 12400 then I would expect my next bill to start with a reading of 12345. Have you any evidence that this hasn’t happened?

Suppliers are only required to use a meter reading provided by a consumer if it was provided on the actual billing date. If, for example, I provided a meter reading on the 25th and I was billed on the 31st, then I would expect to see an estimated reading used on the bill based on 6 days of usage from the 25th.

If you are on 6 monthly billing then you should wait until you receive your next statement before making a fuss. If you intend to go to The Energy Ombudsman then thinking that something is wrong doesn't mean that it is wrong. For example, this forum is littered with posters alleging that EDF was withholding EBSS payments: the truth was that they were confused by the layout of their bills. 

The Energy Ombudsman investigates nothing: it is a private company that offers an arbitration service between the consumer and a supplier. What exactly do you want The Energy Ombudsman to arbitrate on? 

Jyana

I think it has more to do with the previous problem Alice was having with their old meter, info in the thread below, which was swapped out at the end of last year, but then caused an erroneous read on their Feb bill by the looks of things. 
https://forums.moneysavingexpert.com/discussion/6397357/help-needed-with-understanding-smart-meter-and-registers/p1

alicef

Hello all and thankyou

@frugalmacdugal no, BG attempted to correct the bill by issuing another in June which had 'replaced charges' applied.

@Jyana the problem arose around the transfer to the new system - the readings relate to the new meter.  Yes I think I've given them enough time to sort it out.  So I'll let them know the complaint is deadlocked

@[Deleted User]   I have the bills that BG generated.  The bill dated 24th Feb ended with a reading 9th Feb of 00318.  The next bill generated on 10 May opened with a meter reading of 00502.5 dated 9th March.  What is missing from the billing are the units from 10 Feb to 8th March.  BG did manage get the standing charges right.  I informed them that I hadn't been billed for the missing unit.  They then generated another bill with a load of replaced charges  which I have asked them to explain how they are calculated.

Jyana

Good luck! I’ve just been moved to the new system on BG too and so far I’m not overly keen on it. I noticed a few odd cr/dr made to the tail end of my payments screen that didn’t make it onto my last bill under that account number, but without them it couldn’t have closed down correctly and been able to transfer over. It was a bit bodgit & scarper!