British Gas ongoing issue which they promised to fix now affecting credit score

Rosstifer25

Hi everyone,

First time posting anything like this so hopefully it makes sense. I’ll keep it as brief as I can, but I’m after some advice on what to do here. 

I moved into my apartment on January 2021. It was a new build so there was no supply to take over, just an account to set up, which I did quite quickly. My customer reference was given to me and my first bill was paid as required, I have the email & bank statement to back it up. In August 2021 I was told that i needed to switch to a new type of account, British Gas evolve and i did that. My account number was given to me and all was well. My payments for electric/gas had not changed and were all taken as usual.

Several months later i received addressed to "The Occupier" letter stating that I hadn't paid my bill and owed several hundreds of pounds. I contacted British Gas via chat & phone on 3rd of August 2022 who said that it was a mix up from when i switched from one system to another and they confirmed that everything was paid, it just needed to be corrected on their end.

Several months later I received another letter to my address to "the occupier" stating that more money was owed now as the first letters had been ignored. I contacted British Gas again who again said that they could see that I was up to date on my payments and that this was a mistake on their end.

I believe that this happened a third time, but I don't recall exactly when that was, but I had been assured multiple times over the phone & on their live chat that this matter was resolved.

In May 2023, I received a letter from LCS debt recovery who were acting on behalf of British Gas, referencing a customer number that wasn't mine and dates that I could prove i had paid for.

I contacted British Gas urgently who confirmed that the debt was not mine or connected to me and I did not have to pay it. I have emails and screenshots to back this up from 3rd of may this year. I believe that the case with LCS is currently paused awaiting British Gas reply and that was the last i heard of it until today.

I am in the process of moving into a new home and went to set up the direct debit for my new energy account (Not British Gas) when they told me that i had failed the credit check. This was something i was not expecting. I set up an Experian account (At my own cost) to look into it and i've found that I've got £2839 sitting against me and 4 late payments, all from British Gas. (screenshots provided)

So, not only has this all never been dealt with by British Gas, it's now severely damaged my credit score and is causing me problems when trying to move into my new home.

I've never missed a payment for British Gas and my bank account statements back that up.

I’ve managed to get in touch with a senior complaints manager within British Gas who is currently looking into this, but I don’t really know what to expect here. Every time I’ve spoken British Gas about this to date they’ve confirmed that I’ve paid everything I should have done (across both accounts) and that it’s their issue to fix. 

Assuming that this is the case and British Gas have got this wrong, what should I expect? Are they able to remove the late payments & debt from my credit file? Should I ask for any compensation?

Thanks! 

HampshireH

That's awful.


 I wouldnt rely on BG to act swiftly you will need to keep pestering that complaints manager. From experience the level of customer service at BG is often beyond awful. 

I would absolutely be asking for compensation if you are losing out financially as a result of their error. List all the service failures

Service failure 1 Call 1 not acted upon
Service failure 2 Call 2 not acted upon
Service failure 3 BG referred this debt to debt collector apparently for an unknown occupied then had it attached to your credit file.
Service failure 4 BG categorically told you to ignore Comms
Service failure 5 BG have failed to send you any written statements or bills for this alleged debt.

Highlights each area you are seeking compensation for. Utility company are quick to compensate to get rid of you but slow to act

Out of interest does the debt tally up to the monies you have paid on your account I e. Is it a complete replica 

I'd expect your need to move will come before you see any change to your credit report

ArbitraryRandom

I would agree with the above, with the addition that if it's been more than 8 weeks since your first complaint then you can escalate the issue to the ombudsman: https://www.energyombudsman.org/raise-dispute

Important things to be aware of is that the ombudsman does not investigate - so you have to provide an outline (as you have above) and supporting evidence.

The first stage includes back and forth with your supplier; they will make offers to settle that you do not have to accept (give reasons why the offers are not acceptable and what you would find acceptable).

If/when it becomes apparent you will not reach resolution with your supplier, then the ombudsman will make a ruling. If you do not agree with this ruling then the process ends with no resolution (unless you have new evidence to consider) - you could at this point go to the small claims court... but realistically that's more work and stress that's unlikely to result in a different decision (as they will consider the ombudsman report). 

As far as resolution is concerned, compensation for 'trouble and bother' starts at £30 and I think the average settlement is around £60. If you have experienced specific harm then make sure you mention it and quantify it if you can (for example if you have to pay a security deposit to your new supplier or are unable to access a money saving fix.

dealyboy

I think £30/£60 is paltry for such a 'crime' and negligence. £500 for the stress alone!

[Deleted User]

dealyboy said:

I think £30/£60 is paltry for such a 'crime' and negligence. £500 for the stress alone!

You might, but that is not how it works. There is a process that has to be followed up to Energy Ombudsman level. The Energy Ombudsman submits reports of supplier customer service failings to Ofgem. Ofgem can impose sanctions on the supplier which includes fines.

ArbitraryRandom

dealyboy said:

I think £30/£60 is paltry for such a 'crime' and negligence. £500 for the stress alone!

I said it's the starting point/average award; Extreme cases* of poor customer service can result in higher awards and any 'harm' caused as a result is considered separately. The OP may consider arguing each individual failing entitles them to £30... but more likely they would be grouped. 

*an example from this case, the fact they sold the debt to a third party who has been harassing the OP would be a factor. 

Also worth mentioning the ombudsman process is free to the customer, but the energy company is charged a fee as soon as the complaint is lodged, then another fee if the case is escalated - costing them a few hundred pounds on top of any awards. 

cannugec5

Rosstifer25 said:

Hi everyone,

I moved into my apartment on January 2021. It was a new build so there was no supply to take over, just an account to set up, which I did quite quickly. My customer reference was given to me and my first bill was paid as required, I have the email & bank statement to back it up. 

Are you absolutely sure about that? Did the developers not have an account set up? 

Have you meticulously checked the meter numbers on the meter corresponds with that on your bill? 

Is the meter number on the ‘Occupier’ bills and correspondence the same as your meter number on your bills and on the actual meter? 

Rosstifer25

Hi all,

I’ve complained to the Ombudsman as was recommended. The most recent update from British Gas was;

” Dear Mr - 

 

Thank you for your email. I am sorry for the delay with my reply.

 

I have sent the details of the duplicate meter point administration number to the relevant team. We are working on this to have it deleted and as such, the incorrect account in your name will be closed.

 

I have to wait for the national database to be updated before we can amend our records. Once this has been competed I will let you know.”

So, I’m reading this as it was a mistake on their end and that they are working to undo the damage they’ve done. Is that what this looks like? 

What should I be saying next? 

Thanks 

ArbitraryRandom

Rosstifer25 said:

So, I’m reading this as it was a mistake on their end and that they are working to undo the damage they’ve done. Is that what this looks like? 

What should I be saying next? 

Thanks 

For now, you don't have to say anything (unless you want to ask for confirmation of a timescale and reiterate the harm this is causing you in the meantime as you are unable to set up the required utilities in your new home due to failing the credit checks). 

When it's sorted, it depends on if you want to pursue compensation for the inconvenience or let it lie - when they (and you) confirm the issue is resolved, then you can say something like

'Thank you for confirming the account has been deleted and the incorrect reports against my credit file removed - Now can you indicate how you intend to composite me for the inconvenience and harm your mistake has caused?'