British Gas - Bereavment

Gers

Dave_5150 said:

kipsterno1 said:

For balance we had no issues.

Contacted them via the bereavement number, they put the account on hold with a review point in 10 months or on obtaining probate. They explained that they would still send bills and othe correspondence during this which could be ignored. On informing them we had probate and were now actively marking the property they just said continue as you are and when sold provide the final reading. We did this and within a couple of days they sent out the final bill.

My experience was exactly the same. In fact all the utility providers were brilliant. 

And mine, they made it fairly easy.

SkyeD

I am also having problems trying to get a refund.  I notified BGas of my father's death last June, to be told, "the account is now classed as probate in progress - inform us when the house is sold..."  At the time the account was in credit by approximately £1000.

The house sold in February 2024.  I've emailed numerous times, had 3 online webchats (as suggested by BGas).  Several times, as requested, I have sent copies of the death certificate, Grant of Probate, the house completion, final meter readings.  I am still waiting for final bills and a refund, which is probably down to around £700 by now because of standing charges etc.

I've been mortified by email replies that start with, "Hello Mr D..." (my deceased dad) - and their mentions of, "The account is now with the solicitor who is looking after it for you..."  I have never even specified a solicitor as there isn't one involved.  They clearly do not read anything properly.

I have written a formal complaint which I emailed to the complaints department, only to receive an automated reply that says that the email address isn't monitored and it then suggested (yet another) webchat.  I despair!

Snail mail it is then...

kev25v6

We have had the same with BG. A sorry your leaving us and hope you come back soon letter each time. Cheques in his name when they can’t be cashed. They won’t move the credit over to cover some of the owed money and they want to add us to the account to sort it, no chance with that, they can stick with having money owed as there is nothing left to pay it with anyway. 

Sparkymark70

Similar experience with deceased mother-in-law, still not received any final bills then letter appears sent to her as though she's moved home. Cheque enclosed that can't be cashed as account already closed.

SimonWebs

When we finally closed the account down. I returned the british gas refund cheque made payable to 'the executors of' & asked them to make a cheque payable to me.

8 Weeks later received, notice that I could make a complaint with the ombudsman, so I did, three months later received the £51.20 refund plus £125 compensation for their poor customer services. 

Shocking customer services, but they paid me £125.00 for it!

Sparkymark70

Still waiting for refund cheque replacement - of all the organisation's we dealt with British Gas are the worst for actually speaking to someone and then actioning what they agree to do correctly !!! Another complaint for ombudsmen then.

Robinette

British Gas instructed a debt collection agency to pursue my dad, despite having been advised that he had passed away and my step-mum transferring the account into her name. I would like to say that it was the worst customer service we received; sadly, it wasn't.  

Sparkymark70

Update - contacted BG. We have credited the closed account with cancelled cheque amount. Completely hopeless. Complaint raised.

Sparkymark70

Here we go again - letter received today - we've calculated your final bill wrong (wrong name too) you owe us some money, sorry not contacted you before due to system problem !!! Good luck trying to get that then. The estate has been finalised.

Sparkymark70

Interesting to see Britush Gas featured on BBC Watchdog last night for billing mistakes.