British Gas credit gone missing!

Has anyone who got moved to the woeful new BG billing system/account found their credit amount has completely disappeared? They issued me a bill for £9.80 of gas & I was £280 in the plus. My £117 DD has collected & my account now says that my balance is £117. Where has my £280 gone???

Utterly shambolic company. I’ll be complaining, although I gather they are useless at that too. 

Has anyone experienced this & resolved it? & I do take & send in meter readings regularly (mainly because their smart meters don’t work so I have to work my usage & spending out myself). 

Comments

  • If anyone can recommend a new supplier, I’ll be ditching & switching when this is resolved. 
    I’d like a supplier that updates my credit balance more than twice a year & has an app or online account that is actually useful & displays relevant information around usage. Ideally updates my credit balance whenever I send in a meter reading. 
  • frugalmacdugal
    frugalmacdugal Posts: 10,077
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    Hi,
    on your 'new' account page look at View statements and payments, under quick links.
  • Novice_investor101
    Novice_investor101 Posts: 861
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    edited 2 November 2023 at 7:21AM
    Hi,
    on your 'new' account page look at View statements and payments, under quick links.
    I have. This is telling me my balance in £117. The exact amount of the DD collected yesterday. 

    Edit to add: if i click to see my old account payments  & balance it briefly shows my old account number & £280 credit before it disappears & tells me my information in on my new account. Which it isn’t. 
  • MikeJXE
    MikeJXE Posts: 3,025
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    If anyone can recommend a new supplier, I’ll be ditching & switching when this is resolved. 
    I’d like a supplier that updates my credit balance more than twice a year & has an app or online account that is actually useful & displays relevant information around usage. Ideally updates my credit balance whenever I send in a meter reading. 
    Yes I can recommend Octopus (who I am with)

    I give them a meter reading every 1st of the month and receive my bill and new balance within 48 hours (I don't have a smart meter)
  • If you have recently been transferred (within the last couple of weeks) then the best thing to do is wait a little while - from the issues being posted here there's a delay transferring everything over and getting the accounts settled back in. If you receive monthly bills, then your next bill 'should' show the right amount. 

    You are, of course, more than entitled to make a complaint - but given it's 8 weeks before you can do anything with the complaint and the issue will likely be resolved before then, you're probably just wasting your time (the ombudsman is unlikely to award anything if the issue is resolved before escalation and caused by the transfer). 

    On the plus note, it seems once your account HAS transferred and been set up, people seem to think the new system is an improvement :) 
    I'm not an early bird or a night owl; I’m some form of permanently exhausted pigeon.
  • If you have recently been transferred (within the last couple of weeks) then the best thing to do is wait a little while - from the issues being posted here there's a delay transferring everything over and getting the accounts settled back in. If you receive monthly bills, then your next bill 'should' show the right amount. 

    You are, of course, more than entitled to make a complaint - but given it's 8 weeks before you can do anything with the complaint and the issue will likely be resolved before then, you're probably just wasting your time (the ombudsman is unlikely to award anything if the issue is resolved before escalation and caused by the transfer). 

    On the plus note, it seems once your account HAS transferred and been set up, people seem to think the new system is an improvement :) 
    It was in the past two weeks i was transferred. Although honestly the service has gotten worse for me. BG only bill me in March & September so I’ve no way to know what I’m spending over winter until I get a big bill. My gas smart meter is dumb & although the electric one is smart, I’ve no IHD that works & I’ve had to download the Bright app to have sight of my usage now the old app (which had usage data) is gone. The new app lets me send meter readings & that’s it. 

    I’ve had to build a spreadsheet to calculate my own spending over winter because BG don’t tell me it! I hope it is resolved soon. I’ll still be raising a complaint to get my opinion of them & experience heard. As soon as that £280 is either back on my account or refunded to my bank I’ll be switching to a provider that gives me a service that’s useful & allows me to track my usage without needing to build complicated spreadsheets- that’s their job! 
  • MikeJXE said:
    If anyone can recommend a new supplier, I’ll be ditching & switching when this is resolved. 
    I’d like a supplier that updates my credit balance more than twice a year & has an app or online account that is actually useful & displays relevant information around usage. Ideally updates my credit balance whenever I send in a meter reading. 
    Yes I can recommend Octopus (who I am with)

    I give them a meter reading every 1st of the month and receive my bill and new balance within 48 hours (I don't have a smart meter)
    Thank you. This is likely where I’ll switch to. I just want an updated bill/credit balance when I send in my readings. BG for some reason can’t manage this basic service! 
  • Bigphil1474
    Bigphil1474 Posts: 2,263
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    I'm with Sainsburys Energy, which use Eon. The online account is pretty good - we are on smart meters. Price wise it's okay, and the only time I've had to contact them they sorted the problem out quickly - Gas billing was missing for 3 months over the summer. The bills show for every month with an updated balance.

    I liked the EDF app we had when we were with them, and the Outfox the Market one was okay too. Not been with Octopus but they seem to mostly get good reviews.
  • Alnat1
    Alnat1 Posts: 3,152
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    I would also recommend Octopus. If you pay by DD you can choose fixed or variable. The usage graphs on the website/app are clear and easy to understand. They are also pretty good at sorting out dumb smart meters, no promises though.

    They do monthly billing but any time you want an extra bill, just give them readings and one will be generated within a couple of days.

    If you have a friend/family already with Octopus, get their referral code and use it to switch, you'll both get £50 once everything is set up and you make your 1st payment. 
    Barnsley, South Yorkshire
    Solar PV 5.25kWp SW facing (14 x 375 Longi) Lux 3.6kw hybrid inverter and 4.8kw Pylontech battery storage installed March 22
    Octopus Agile/Fixed Outgoing and Tracker gas
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