Incorrect Bill, threat of debt collection Agency - Best course of action

Countist

I had a long running dispute with British Gas about a final gas meter reading (I posted this on an old thread so won't go into this now). This was apparently resolved and confirmed to me in a phone call in May. British Gas agreed to change the original reading which is 18767 to 17909, which was to be provided to my new provider Ovo so they had the correct number.

I sent this over to Ovo and waited for the money to be credited my bank account and nothing happened. So I chased up British Gas a few times and on 24/07 a final bill was issued at 17909 and the money came back to account. I cancelled all direct debits and thought the nightmare was finally over.

Apparently not, 4 days later on the 28/07 a new final bill was issued for the original wrong amount of 18767 and British Gas want nearly £1000 back, despite having agreed to a reading of 17909.

I phoned them and they said Ovo hadn't updated the final reading on their side, so the correct amount of 17909 had been overwritten with the incorrect amount of 18767 since that what Ovo still had and they'd get back to me in a couple of days about getting the bill "sorted".

I also made a written complaint on the 04/08 saying similar. This hasn't been responded to.

I then chased up Ovo who said they couldn't fix anything until the 04/09

The bill date approached (14/08) and I heard nothing so I phoned BG again on the 11/08, I explained what Ovo has said and he said it was all fine and the bill was on hold (or similar, I can't remember the exact wording).

Yet today I've got an email threatening me with a debt collection agency (and potentially a credit black mark I guess?)

I'm just a bit worried British Gas will claim they knew nothing about the correspondance I've sent and will proceed with Debt Collection and then it'll be "too late" to reverse any charges or damage done.

Does anyone have any advice on this? Do I just trust BG to get it sorted? Should I pay and then wait for the money to come back rather than waiting? Is phone and email correspondance evidence to stop things going to a debt collection agency? Should I complain to the ombusdman etc. etc.

Kind Regards,
Tom

ironlady2022

I had a similar situation this week when I got a debt collection letter in the post. 

Was really upset but i had photographic evidence from the day I moved in and then when I moved. 

Do you have anything like this?

Keep ringing up BG and Ovo and pestering. It's a lot of money to pay out to expect back.

Your credit for can be corrected after if need be. 

Countist

Hi Ironlady thanks for the response

I actually haven't moved house just supplier, the difference is due to an estimate being used rather than an actual reading (it's a very long story as to why they're so different)

I do have an email confirming the final reading of 17909 though (from BG), but I think the issue is BG seem to be saying their hands are tied by Ovo's reading (not sure whether this is true or not).

Tom

Mstty

Presumably you have used 18767 does it matter if you pay this to BG or OVO?

Countist

TLDR.

Smart meter got installed.

Meter was reset to 0, systems didn't get updated. Actual reading was 3300, this was manually added to the prior installation reading to get to the 17909 for BG to calculate the final bill.

So neither 17909 or 18767 ever actually existed, 17909 is what BG agree would have been my reading had the meter not been reset, 18767 was an estimate that never existed in real life.

The number I report to Ovo now is in the 3400s.

(so yes a complete mess)

SAC2334

The meter fitter would have put a yellow sticker on the new meter with all the details of the old meters details...End reading on the old meter being the important one .new meter start reading ,usually 99998 or 99999 ,date of meter exchange ,serial number of old meter ,serial number of new meter. 
All your usage can easily be worked out using your exact current reading today ..Can you photograph this and send it to BG and Ovo.
I don t think photos of meter readings are real  proof but the yellow sticker will be a better way of working out exact usage 

[Deleted User]

Countist said:

I had a long running dispute with British Gas about a final gas meter reading (I posted this on an old thread so won't go into this now). This was apparently resolved and confirmed to me in a phone call in May. British Gas agreed to change the original reading which is 18767 to 17909, which was to be provided to my new provider Ovo so they had the correct number.

I sent this over to Ovo and waited for the money to be credited my bank account and nothing happened. So I chased up British Gas a few times and on 24/07 a final bill was issued at 17909 and the money came back to account. I cancelled all direct debits and thought the nightmare was finally over.

Apparently not, 4 days later on the 28/07 a new final bill was issued for the original wrong amount of 18767 and British Gas want nearly £1000 back, despite having agreed to a reading of 17909.

I phoned them and they said Ovo hadn't updated the final reading on their side, so the correct amount of 17909 had been overwritten with the incorrect amount of 18767 since that what Ovo still had and they'd get back to me in a couple of days about getting the bill "sorted".

I also made a written complaint on the 04/08 saying similar. This hasn't been responded to.

I then chased up Ovo who said they couldn't fix anything until the 04/09

The bill date approached (14/08) and I heard nothing so I phoned BG again on the 11/08, I explained what Ovo has said and he said it was all fine and the bill was on hold (or similar, I can't remember the exact wording).

Yet today I've got an email threatening me with a debt collection agency (and potentially a credit black mark I guess?)

I'm just a bit worried British Gas will claim they knew nothing about the correspondance I've sent and will proceed with Debt Collection and then it'll be "too late" to reverse any charges or damage done.

Does anyone have any advice on this? Do I just trust BG to get it sorted? Should I pay and then wait for the money to come back rather than waiting? Is phone and email correspondance evidence to stop things going to a debt collection agency? Should I complain to the ombusdman etc. etc.

Kind Regards,
Tom

You have the right to escalate your complaint to The Energy Ombudsman after 8 weeks or deadlock. You would though need to write out your complaint in a way that any man in the street could understand. The Energy Ombudsman looks at the evidence that you provide and a case file provided by the supplier. The Ombudsman's Decision is binding on the supplier but it has no Statutory enforcement powers.

It is unlikely that any supplier would go for debt collection until it has addressed your complaint. FWiW, these matters are best addressed in writing as you appear to be doing,

All that said, the gaining supplier is responsible for all processes associated with a transfer of supply. This includes its Data Collector providing an industry-validated meter reading to both suppliers to open and close your accounts. If BG disagrees with the reading that it has been given by Ovo then it should raise what is known as an Agreed Readings Dispute. There is no need to give the old supplier a reading if you are switching: this can only confuse the transfer process. Industry procedures require both suppliers to use the same reading on a switch.


 

CSI_Yorkshire

[Deleted User] said:

Countist said:

I had a long running dispute with British Gas about a final gas meter reading (I posted this on an old thread so won't go into this now). This was apparently resolved and confirmed to me in a phone call in May. British Gas agreed to change the original reading which is 18767 to 17909, which was to be provided to my new provider Ovo so they had the correct number.

I sent this over to Ovo and waited for the money to be credited my bank account and nothing happened. So I chased up British Gas a few times and on 24/07 a final bill was issued at 17909 and the money came back to account. I cancelled all direct debits and thought the nightmare was finally over.

Apparently not, 4 days later on the 28/07 a new final bill was issued for the original wrong amount of 18767 and British Gas want nearly £1000 back, despite having agreed to a reading of 17909.

I phoned them and they said Ovo hadn't updated the final reading on their side, so the correct amount of 17909 had been overwritten with the incorrect amount of 18767 since that what Ovo still had and they'd get back to me in a couple of days about getting the bill "sorted".

I also made a written complaint on the 04/08 saying similar. This hasn't been responded to.

I then chased up Ovo who said they couldn't fix anything until the 04/09

The bill date approached (14/08) and I heard nothing so I phoned BG again on the 11/08, I explained what Ovo has said and he said it was all fine and the bill was on hold (or similar, I can't remember the exact wording).

Yet today I've got an email threatening me with a debt collection agency (and potentially a credit black mark I guess?)

I'm just a bit worried British Gas will claim they knew nothing about the correspondance I've sent and will proceed with Debt Collection and then it'll be "too late" to reverse any charges or damage done.

Does anyone have any advice on this? Do I just trust BG to get it sorted? Should I pay and then wait for the money to come back rather than waiting? Is phone and email correspondance evidence to stop things going to a debt collection agency? Should I complain to the ombusdman etc. etc.

Kind Regards,
Tom

You have the right to escalate your complaint to The Energy Ombudsman after 8 weeks or deadlock. You would though need to write out your complaint in a way that any man in the street could understand. The Energy Ombudsman looks at the evidence that you provide and a case file provided by the supplier. The Ombudsman's Decision is binding on the supplier but it has no Statutory enforcement powers.

It is unlikely that any supplier would go for debt collection until it has addressed your complaint. FWiW, these matters are best addressed in writing as you appear to be doing,

All that said, the gaining supplier is responsible for all processes associated with a transfer of supply. This includes its Data Collector providing an industry-validated meter reading to both suppliers to open and close your accounts. If BG disagrees with the reading that it has been given by Ovo then it should raise what is known as an Agreed Readings Dispute. There is no need to give the old supplier a reading if you are switching: this can only confuse the transfer process. Industry procedures require both suppliers to use the same reading on a switch.


 

I think that this, whilst true, is not the issue here.

It seems like the agreed reading at the switch was something like 03300 on the new smart meter.  This does not appear to be in dispute.  The discrepancy seems to have come from a meter replacement.

It seems that the final reading on the old meter was either 15467 (according to BG) or 14609 (according to the OP).

Although, OP, I am quite confused by why a reading that doesn't exist is being passed around between parties.  Did you have your new meter at the time of the switch?  If so, OVO shouldn't care at all about what the fictitious final bill amount should be - that's entirely a BG thing - and they won't be crediting you anything.

Countist

SAC - the sticker was left blank so no use there 

Dolor - thanks, but I guess the new complaint has only really started (in fact, they haven't even responded to my email on the 04/08 yet). What I'm concerned about is the fact it's not been recognised yet because once it's recognised then I guess it's fine I can just wait for OVO to sort their lives out on the 04/09 and everything is on hold.

CSI - I don't think that's in dispute, BG estimated my usage post meter replacement and got to 18767 because my meter wasn't sending readings, the reading at the point of switch isn't in dispute it's just the usage post then. As to why a wrong reading is being passed around a good question, I'm guessing because British gas were refusing to recognise the real meter reading of 3300 someone just marked the estimate as a real reading so they could close the account but I don't know.

And yes agreed I'm not due anything from OVO yes, but BG say the reason the final bill has been overwritten because an automated system checks the final number Vs OVOs. So I'm not due a credit from OVO atm it's that BG are trying to debit me I actually have the money now(!)

CSI_Yorkshire

Countist said:

SAC - the sticker was left blank so no use there 

Dolor - thanks, but I guess the new complaint has only really started (in fact, they haven't even responded to my email on the 04/08 yet). What I'm concerned about is the fact it's not been recognised yet because once it's recognised then I guess it's fine I can just wait for OVO to sort their lives out on the 04/09 and everything is on hold.

CSI - I don't think that's in dispute, BG estimated my usage post meter replacement and got to 18767 because my meter wasn't sending readings, the reading at the point of switch isn't in dispute it's just the usage post then. As to why a wrong reading is being passed around a good question, I'm guessing because British gas were refusing to recognise the real meter reading of 3300 someone just marked the estimate as a real reading so they could close the account but I don't know.

What do you mean "BG estimated my usage post meter replacement"?  The starting reading with OVO must be the same as the final reading from BG - using the process that Dolor pointed out.  Whether the meter was sending readings automatically or not doesn't matter.  There is no estimation in that process.

I think you need to stop quoting meter readings and usage in the same posts - it's quite confusing.

There was a final reading from the old meter.  What was it?
Did the new meter start at zero?
What was the reading on the new meter at the switch?

Countist

Thanks for taking the time, sorry if things aren't clear and I'm also very frustrated which probably comes out in the posts.

Timeline:
Meter Replaced.
Real Reading 0
Switch Reading 14609

Switch Time:
Real Reading 3300
Estimate from BG 18767 (14609 + estimate since then, remembering their system wasn't told the meter got reset to 0)
Adjusted agreed amount 14609+3300 = 17609 (but this was only agreed after the switch to Ovo)

BG closed the account on 18767 because 3300 wasn't being accepted and sent this to Ovo.

BG agreed that was wrong and told me to send 17609 to Ovo, but Ovo apparently still have 18767 and that means BG's final bill based on 17609 is being overwritten (apparently)