British Gas - More than 3 times in credit in account but told I can't get a partial refund.

ScunneredWithScottishGas

Morning All,

Saw Martin's recent article online explaining how we should ideally be about 2 times in credit in our gas & elec accounts if possible at this time of year.  My month DD is £214 and my account is currently £891 in credit. Tried to contact British gas to request a partial refund of £400 and was told they couldn't issue it because they might need it to cover higher usage over the "cold winter months".  They're a thoughtful lot aren't they?

Should I approach the Ombudsman or go back to them a bit ranty at this stage? TIA

Brie

I'd be going all ranty with them.  But in a polite way as that's more likely to get you a result. 

Maybe ask them questions like "why do you say I can't have a refund when the famous Martin Lewis states I should be fine with only 2 months credit this time of year? Are you saying he doesn't know what he's talking about?" 

Do your prep work about how much you have used over a year and what that costs at today's rates.  This will tell you that, yes you will get into debt to them by April but will be back in credit by July or whatever.    

mebu60

Depends what your actual monthly usage is going to be in £s over the next few months but if not vast amounts over the current DD amount you could possibly decrease the DD instead. 

But if you particularly want to have the £400 cash refund I'd just check that the last bill was based on an actual reading, not estimated, then be assertively but politely pointing out that it is your money you are kindly loaning them interest-free and will be taking half of it back thank you very much. 

I'd also look to do using automated online process first if there is one.

ScunneredWithScottishGas

mebu60 said:

Depends what your actual monthly usage is going to be in £s over the next few months but if not vast amounts over the current DD amount you could possibly decrease the DD instead. 

But if you particularly want to have the £400 cash refund I'd just check that the last bill was based on an actual reading, not estimated, then be assertively but politely pointing out that it is your money you are kindly loaning them interest-free and will be taking half of it back thank you very much. 

I'd also look to do using automated online process first if there is one.

Yeah, very much need the £££ just now to be honest. We have a smart meter so they're not estimating (if I understand correctly. Far from an expert in this area!)

I tried to request if via the automated system and they said no. Currently waiting to speak to an operator via the live chat. 227 in line....

Xbigman

You might not be in credit. BG will add payments to your account a few days after receiving them but they only take usage off when they generate a bill. As you have a smart meter you need to phone them up and give an up to date meter reading and then they can give you an up to date balance. 


Darren

Xbigman

Just to add. BG only access the smart meter readings when generating a bill and you can't put in an online reading if you have smart meters. That's why you phone. Chat might work but I've never tried it. 
On some of their newer smart tariff's they access the readings more often. 


Darren

la531983

Why dont you just move from them? We see enough horror stories about BG on here, why be loyal? Initiate a switch to Octopus, earn yourself £50 by using a referral code from a friend, and get all your credit back once the final bill has been settled from it. This assumes you are actually in credit though, as asked above when was the last bill generated?

ScunneredWithScottishGas

The last statement/bill I can see online is from July 2023. 

ScunneredWithScottishGas

Spoke with someone in the live chat. They've confirmed that I am actually £890 in credit but telling me to contact the refund dept. Tried calling them and they've cut me off as only dealing with emergency enquiries for now.

Netexporter

As has just been said, move to Octopus. They bill accurately every month.

la531983

ScunneredWithScottishGas said:

The last statement/bill I can see online is from July 2023. 

There is perhaps no chance you are nearly £900 in credit then. Add in your usage from August through November and a huge chunk of that, if not all of it, has gone.