Huge mess with EDF & British Gas

smallangel82

Hello there, hopefully I'm in the right place here with my issue that's been going on for months, not to say years. I also already spoke to Citizen Advice but the issue is complex and the person at CA that I spoke to kept interrupting and I couldn't explain the full extent of the issue which makes me think that maybe the information given, wasn't quite correct.

I moved into my flat in October '21. I did my research ad decided that for me, EDF was the best Gas&Electric provider and signed up for a dual tariff. They confirmed and I have been a customer since. At some point letters started to arrive from British Gas, all in the name of my landlord. I returned these letters with a note of their address and that they don't reside under this address. The letters kept coming, only they turned into collection company letters with which I did the same. I returned one and another letter from a new collection company came. So much for communication at British Gas.
I continued to pay my bills with EDF. In March this year, I became aware that there is a mix up with my Gas meter number. I contacted EDF and their response was "thank you very much for letting us know." Two weeks later, I still hadn't heard back on what they are going to do about it and reached out again. And again and again after that and again after that. despite confirmed call backs, none of these happened. When I managed to speak to their Customer Service, I was passed from one person to another. All full of empty promises.

They then went on to cancel my gas portion of the contract and the supply automatically went to British Gas. Apparently they "misunderstood" my message of "Hello, my gas meter number is incorrect, can you please correct it ?" 
EDF also said "Sorry, yes, we made a mistake but we are unable to fix it. You need to sort it out yourself and contact British Gas." 

I also received a refund from EDF for the Gas payments around the same time for an undefined period of time. They never told me about this, nor did they explain further. When I asked about it, they said you can put it back into your account with us for another future bill or you can keep it.

In May I open a ticket with British Gas. I receive confirmation and the confirmation says the average response time is 7 days. In June I hadn't heard back and open another ticket. It wasn't until July that I receive a response. Also after further attempts to reach a person to discuss this issue with, all without luck.

On July 6th the BG complaints department calls me, we discuss the issue and they tell me on the phone, they never supplied my property, there is no account in my name and any bill received, will be wiped. They also tell me that I will receive a confirmation in writing about this result. It would come through in 7-14 days. The letter never arrived but I got another call the day after the first phone call to confirm the same and to say that they would close the case.

EDF continued to ask me to sort this with British Gas; British Gas told me to sort this with EDF. A constant ping pong game. EDF also told "we are hoping to have this solved within the next few days, it really shouldn't be much longer." They have been saying this for months. Every single time, a new issues arises. Conveniently, it's still not sorted and technically speaking I could opt for a new provider at the end of October.... May I add here that when I asked about my cancellation period, in case I did want to change provider, I would have to pay a fee of £100 if I decide to leave early (fair enough but if I change, it would be in line with my contract) !! Now I'm left hanging and don't even know if I will be able to change, seeing that this issue is still not solved.

I used to be happy with EDF and if I get to move to France, which is what I'm planning on in the future, they would be the supplier there so I don't want any issues and never wanted them (the issues) in first place

Back to the story.. 

British Gas eventually turned around and said "sorry, we made a mistake and you do need to pay us." 

They forced a British Gas account on me so that they could bill me. Something I never wanted. BG is too expensive. I would have never chosen them.

I'm also receiving letters from British Gas that say that "EDF still hasn't agreed to change provider so we will remain your supplier."

My question is, is British Gas allowed to keep turning things like they do ? Will I have to pay them ? Initially, of course I would have been happy to pay for the supply I've used but now, 6 months in (plus the time that British Gas kept harassing me with letters for my landlord), now I'm thinking compensation is due. 6 months and more of ping pong games on my back for an error I did not make. 

I'm also going in for extensive surgery later this month and already said that I will not be able (and nor should I) to keep looking into this any longer (not to mention I won't see because I'm going in for eye surgery and live on my own with no family or partner here).

This is really very frustrating and I can't understand how such a simple thing can be taken so out of proportion. I would really appreciate if somebody in this forum, that knows about all this, my rights, my responsibilities, compensation, best way to go about, etc., could advise me on this. I just don't know what else to do. 

British Gas says a bill is in the post, I can work with them to pay it over 6 months but I will have to pay. Apparently they can back bill me for up to 12 months.. though EDF kindly took my Gas supply back on in May and I'm paying them but BG is sending letters saying they remain my supplier.... 

Without wanting any sympathy.. I'm paying an insolvency which is due to finish late next year; I need an implant which costs thousands; I need to pay hundreds towards my eye surgery; my car broke down 3 times already this year and the last garage bill tripled. Trying to help towards the bills, I wanted to sell my camera and got scammed and left hundreds out of pocket and I got a ticket the same week too. I got lucky with the scam and the ticket and was able to get back the money and cancel the ticket but this is just adding to my frustration when all I want to do is solve this mess and have been trying to do so for months. I also certainly don't want to risk my insolvency either. 

If British Gas is right and I do have to pay, fair enough, though I won't be able to do this within the next 6 months because all money goes out for my medical bills. We'd have to come to a compromise. So are they right or not and what about EDF and possible compensation for this mess ? 

I'm sorry for this post being so long but felt like there is so much to it, I need to explain in detail for someone to advise me on this and to get the full picture. A BIG THANK YOU up front for taking the time to read this and any help will be much appreciated. 

Thank you

itsthelittlethings

There there was an article in the Guardian about these situations, might be helpful.

https://www.theguardian.com/money/2023/sep/11/the-great-meter-mix-up-are-you-paying-for-your-neighbours-gas

QrizB

Your thread would be better on the "Energy" sub-forum. I've asked for it to be moved.

Have you checked:

• Which meters supply your flat? The "meter sanity check" might help:
  https://forums.moneysavingexpert.com/discussion/comment/78850409#Comment_78850409
  
• Which supplier is shown for your property on the national databases?
  https://forums.moneysavingexpert.com/discussion/comment/78972995/#Comment_78972995
  

Unfortunately, both EDF and BG have a poor reputation for customer service on this forum.

smallangel82 said:

British Gas eventually turned around and said "sorry, we made a mistake and you do need to pay us."

They forced a British Gas account on me so that they could bill me. Something I never wanted. BG is too expensive. I would have never chosen them.

If you are on the standard variable tariff, and don't have Economy 7 electricity (which is unlikely given that you havce gas), BG and EDF both charge the same.

smallangel82 said:

I moved into my flat in October '21.

...

My question is, is British Gas allowed to keep turning things like they do ? Will I have to pay them ? Initially, of course I would have been happy to pay for the supply I've used but now, 6 months in (plus the time that British Gas kept harassing me with letters for my landlord), now I'm thinking compensation is due. 6 months and more of ping pong games on my back for an error I did not make.

Potentially, the whole of your bill from the date you moved in is still under review. If you have been making payments, those payments will count towards your bill.

I knwo you have previously made a formal complaint to BG and this did not really resolve anything. You might need to make another one, and also a complaint to EDF.

Once this is moved to the Energy forum, you'll probably get some engagement from the "crossed meters" experts who can help you further.

Good luck!

RefluentBeans

It does sound very messy. And it sounds a series of errors have occurred. When I moved into my flat that was a rental the meter was not accessible to me, it was a utility room that the building owners/maintenance people had access to. We’re you told of your gas meter number at the time of moving in? Or did you not know it?

In addition, did you tell your landlord you were receiving their post to your property? I would hazard a guess that there utilities were being paid by your landlord during the time between tenants, likely to kelp property warm to prevent mould or just paying the standing charges. I’m every contract I’ve had with rentals, there’s been a clause saying that any post received in the landlords name/letting agents name I should retain and tell them about it. I think in hindsight you should’ve kept the letters and told the landlord about them - if they say to bin them, then fine.

I think that’s the first issue. Especially if the debt collection letters were mailed for your landlord. I would loop your landlord in now - see what exactly went on before you took the property on. The debt from them you shouldn’t have to pay for, but your usage, I’m afraid, I feel you may be liable for your usage after you moved in. 

If you’ve been paying someone else’s bill (on a different gas number) then EDF did right to refund you. I would see how much the bill is going to be for. And see what they can do admin charges.  

I believe that energy companies can only recover 12 months of debt if there’s been an administrative error on their part. I don’t know if paying for the wrong meter is an administrative error on their behalf. 

I would speak to your landlord tomorrow and ask for an urgent meeting. Prepare for a large bill, and see what they’re willing to help out with. Especially if it’s usage (or admin costs) from before your tenancy. 

There’s some information here, that be of use: https://www.uswitch.com/gas-electricity/guides/energy-back-billing/

It could be worth posting in the Energy forum too. 

smallangel82

@QrizBQrizB said:

Your thread would be better on the "Energy" sub-forum. I've asked for it to be moved.

Have you checked:

• Which meters supply your flat? The "meter sanity check" might help:
  https://forums.moneysavingexpert.com/discussion/comment/78850409#Comment_78850409
  
• Which supplier is shown for your property on the national databases?
  https://forums.moneysavingexpert.com/discussion/comment/78972995/#Comment_78972995
  

I wasn't aware, thank you for sharing !

Unfortunately, both EDF and BG have a poor reputation for customer service on this forum.

smallangel82 said:

British Gas eventually turned around and said "sorry, we made a mistake and you do need to pay us."

They forced a British Gas account on me so that they could bill me. Something I never wanted. BG is too expensive. I would have never chosen them.

Lesson learned now. Sadly.


If you are on the standard variable tariff, and don't have Economy 7 electricity (which is unlikely given that you havce gas), BG and EDF both charge the same.

smallangel82 said:

I moved into my flat in October '21.

...

My question is, is British Gas allowed to keep turning things like they do ? Will I have to pay them ? Initially, of course I would have been happy to pay for the supply I've used but now, 6 months in (plus the time that British Gas kept harassing me with letters for my landlord), now I'm thinking compensation is due. 6 months and more of ping pong games on my back for an error I did not make.

It's called Total Fix tariff or so. When I got quotes from either website, EDF was cheaper. BG wanted £100 something, whereas EDF was around £80 something at the time.



 Potentially, the whole of your bill from the date you moved in is still under review. If you have been making payments, those payments will count towards your bill.

I knwo you have previously made a formal complaint to BG and this did not really resolve anything. You might need to make another one, and also a complaint to EDF.

Once this is moved to the Energy forum, you'll probably get some engagement from the "crossed meters" experts who can help you further.

I still haven't received the bill but BG has sent an email saying I owe them close to £500 after doing the back bill.
I'm talking to the BG complaints team and for EDF it's even the CEO complaints team after nobody else seemed to be able to assist from their Customer service team. I will put another complaint as don't think this is how customers should be treated. And if needed, also bring this forward to the Ombudsman. Let's see what the Experts say.

Good luck!

Thank you !!

smallangel82

@RefluentBeans The property is a new built and it's not the only meter that was messed up.... The whole property had a whole lot of issues with multiple tenants involved. I managed to get the water meter sorted and the Open Reach box too. This would make for lengthy discussions.. single person paid for a family of 3 for the water and the address was incorrect so I had no internet for 6 weeks. Thanks to my neighbour, I was able to work (I work from home). This has been sorted a while ago and also took ages to get done. 

I had made my landlord aware of the issues. 

Thanks a lot for the link too. I will check it out !

smallangel82

@Ef79 (sorry, it won't let me quote right underneath the comments..) Thanks for the link. I'll go check it out !

tightauldgit

Honestly don't think you will be able to get too much good advice here without a lot of details of whatever has gone on between you and EDF and between EDF and BG to know exactly what your contractual position is. 

It seems like your wrong gas meter number has possibly led to you never being properly contracted to EDF for gas as the meter was never properly transferred out from BG to EDF? Really not sure of the ins and outs of that. 

Now both companies are saying they are supplying your gas? 

The short answer is you will need to pay whoever was legally your gas supplier for the gas you used during the period. And the gas you continue to use. 

Seems like a formal complaint to both companies is probably the way forward and then if they don't resolve it refer it to the ombudsman?

It feels like EDF have messed up here so I would expect them to foot the bill to make up and difference between what you should have paid and what you owe BG. But without knowing all the details it's hard to make any real judgement. 

smallangel82

@tightauldgit thank you. That's why I've tried to add some more details here to try and give a more clear picture of what has been going on. 

I signed up with EDF and BG is also saying that they are supplying the property, correct.

I have received an e-mail from BG with the amount they want to back-bill but haven't yet received the bill in the post and hope this to arrive in the next few days to check over. I'm definitely also looking at contacting Ofgem, seeing that the escalated complaints having resulted in much.

EDF even said that they now want to see if this can be escalated when they already said before it would be escalated. It seems like it hasn't been done before despite the issue having been going on for months and being with the CEO team ? It almost seems too convenient that it's not yet sorted so close to the supposed end of my contract, leaving me unable to change provider if I wanted to.

 

QrizB

smallangel82 said:

@RefluentBeans The property is a new built and it's not the only meter that was messed up.... The whole property had a whole lot of issues with multiple tenants involved.

There was an article in today's Guardian that sounds a lot like your situation:

https://www.theguardian.com/money/2023/sep/11/the-great-meter-mix-up-are-you-paying-for-your-neighbours-gas

smallangel82

@QrizB yes, I've just read this one which was also shared earlier. It sounds very familiar. I've also checked the https://www.findmysupplier.energy/ link and my address, ie my flat, isn't even listed more than 2 years after it was finished by the builders..