Issue with British Gas bill under old billing system, can't get it fixed on new billing system!

deluwu12

Thank you all for your helpful messages -- the logic behind the ridiculous 80k fee makes a lot of sense once explained, but I also have to question how a billion dollar conglomerate did not bother thinking this could happen. Having worked first hand with some people in charge of running this country's infrastructure though I can't say I'm surprised!

I've downloaded the latest bill we have on hand (the incorrectly charged one) and thankfully I don't see 80k on my balance and hope I never will. I haven't seen many positive words said about the South African call centre either, but my only hope is that as the woman on the line said the balance will be amended some time tomorrow and I can put this issue at rest. If not, I'm going to have to keep badgering them until it gets fixed. Saying that, I should probably also keep record of the meter readings -- they seem to have cleared everything beyond the last reading after they moved me over to the new billing system though.

While I was initially willing to give British Gas some more time after they install our smart meter (assuming they even keep their word with the appointment) and see how it pans out, I can't help but feel like we should run as far away as possible from British Gas and just go with Octopus.

While my parents are tech illiterate it doesn't seem like BG's systems are well-made for those who are literate, so I might as well just go with Octopus as I've only read positive things about their billing and customer support.

If all else fails, is there any route besides the ombudsman that I can take, such as a formal legal complaint etc.? I'm all new to this but more than happy to learn.

Gerry1

You should find that the closing bill should sort everything out, but do check it very carefully.  Always keep independent records of your monthly meter readings.  The 1st of the month is a good time to send them because it coincides with the start of the 3-monthly Ofgem price caps.

If all else fails there's always https://www.moneyclaim.gov.uk/web/mcol/welcome, but be aware that an adverse decision by the ombudsman would not be helpful.

deluwu12

Balance still not updated, will have to chase up yet again!

deluwu12

After lots of chasing and having to put on my stern voice I managed to somewhat get it fixed. You have to explicitly request for the old billing system department, and make sure you always check before giving any details that you're with the right team.

I had the old bill cancelled and replaced with one that was £1000 (yes, a thousand) less -- but in the mist of the lack of clarity my mum suggested we should pay £400 so they don't cut off our gas. So, while our balance has still accounted for the 1241.11 - 400 (i.e. we are still debited 841.11), we at least have the up to date bills.

I'll still need to call them up again some time this coming week if the balance has not updated yet, but I suspect we'll have £200 and something in credit... I wonder if I can use that when moving companies!

For anyone in the future reading this, I managed to get direct numbers to the departments as they're not found (or at least not easily) online:

For old billing system department:

tel: 0333 202 9802 or 0333 202 9514

For new billing system department: 

Tel: 0330 808 3880

Take note I haven't actually tried calling these yet, but it's better than nothing.

deluwu12

Issue resolved - finally! Pretty much, just be persistent. Thanks to everyone for their help, much appreciated.\

Spoke too soon, looks like they put our electricity reading down incorrectly... If I want to put in the correct one, there's a 30k difference! Gonna have to give them a ring again. What little confidence I had in British Gas is rapidly dwindling

nimbus20001

I’m having similar issues with BG. I sold my property in feb 23 and submitted my meter reading on the day of completion. BG sent me a final bill and closed the account and sent a refund for the credit I had. Fast forward to the 15th January 2024 and I’ve been sent a bill for £500 based on an estimated use between May 22 and Feb 23 and all the previous bills within that period have vanished from my closed account. The usage they are asking me to pay is for electric that the new occupiers have used. I have spoken to 7 different people at BG to ask them to put the correct reading on my account and they still have not done this. I’ve raised a formal complaint and have not heard anything from their legal team. It’s a complete shambles. 

audhildtorgny

Hey, I've had the same issue since January 24.

For context, I moved from Flat 5 to Flat 8 within same block. I instructed Octopus to move gas/elec to new address. For some reason that didn't happen and ended up with British Gas who were default supplier.

Amidst my supplier confusion, BG didn't have first gas meter reading. Their estimated readings created a bill of £2,038, which was directly debited from my current account. This was a final bill as I moved address again for work.

The correct bill was recalculated at circa 10% of that amount. 

I still don't have that money back. I've been misadvised numerous times by the customer support in South Africa.

I was advised on 28 Feb 24 that the overpayment would be refunded to bank account in 5 working days. I recorded call details and name of advisor (no reference unfortunately). However, when I told BG about call, the email response said there was no record created for that call (which woud prove the mis-advise) and the case handler would "face consequences".

Apparently they can only send a cheque. I was emailed a copy of the cheque dated 15 March 24 and another case handler advised, they had checked the tracking and it was scheduled for delivery on 8 April 24.

It never arrived and when I called again on Monday they advised another cheque would need to be sent, which will take another 7-12 days to arrive etc.

It's been the worst bill-related issue I've dealt with by far. I've had to borrow money in the meantime, as I was moving to a new city for work. Complete nightmare. Shouldn't be allowed to happen.

Cheers

J

audhildtorgny

For clarity, I've had the same issue throughout re being transferred because I'm on the old/classic system etc.

The original bill (£2,038) was recalculated twice so I've been waiting for 2 refund amounts.

Another case handler advised the second amount would be refunded by bank transfer. This after waiting on hold as they were apparently confirming that with back billing.

When calling back after bank transfer didn't arrive, I was told by another case handler that actually a cheque had been sent...

You honestly couldn't make it up, it's been that bad. 

Cheers

Jon

 

ka7e

It's appalling when you think how many people must have been negatively affected by the introduction of the new computer system and are probably unaware. It took me 8 months to realise and convince BG that they had arbitrarily designated someone else's meter to my account. They asked for weekly photographs of my meter but kept sending adjusted bills still using the other person's readings and then emailing me to ignore them. I escalated to a formal complaint with a view to taking them to the ombudsman and they finally acknowledged there had been a computer error during the account migration to the new system. Even then the flurry of adjusted bills seemed designed to bamboozle! It was such a stressful time, I lost all faith in BG and have migrated away ASAP.

Grizzlebeard

ka7e said:

It's appalling when you think how many people must have been negatively affected by the introduction of the new computer system ......

People have been having problems with BG accounting from a long time before the "New System" change over..

I believe they now use the "transfer to the new system" as a catch-all excuse to cover their incompetence, although it does seem to have made things much worse rather than better..