Should I pay an overdue British Gas bill which is incorrect ?

TheRedPhone

My 80 years old mother ( who I am caring for ) is unfortunatly a British Gas customer . Recently we have been in dispute with BG over several bills totalling approximately £2400.

The last bill which my mother received on 12 March states that she is owing £2100 covering dates 15 Jan to 8 Mar 2024 .

Previous to this , on 13 Feb 2024 she received a bill for approximately £1400 . This bill states that it covered from 22 Dec 2023 to 15 Jan 2024.  I felt that this bill was excessive , so on 1st March  I phoned BG customer services to complain .  The agent almost immediately agreed with me and said that he would take this up with a BG Billing Specialist,  in order that this bill could be rectified.

He also agreed to send me a Statement of Account  for the last 6 years , and also confirmed that my mother is on the BG Priority Services Register . Finally he took my mother's email address ( which I have recently set up ) , stating that it would expedite the bill correction process.

So , to my shock and horror a few days later on 8th March my mother has received an email stating that her details have now been passed on to a debt collection agency. I thus phoned Citizens Advice with regards to this and was told not to worry as it seems like my mum has received an automated email and also to get in touch again ( for the umpteenth time ) with BG.

Unfortunately,  due to both mine and my mum's ill health , I have not as yet been able to get in touch  with BG .And yesterday we received a letter from an organisation called BW Legal stating that the overdue balance of approx £2100 needs to be paid promptly.

I immediately called Citizens Advice after reading the letter and I asked the advisor if I should pay this amount in full by cheque ( we can afford to pay the bill, but we will struggle ) ,  and I would also sending a covering letter to the CEO stating that I think that the bill is incorrect and that I am paying in protest .  

To my surprise the CAB advisor advised against my doing this ,as he thought it might legally mean that I was accepting the bill as being correct . I asked him several times to clarify and he stated that this was his thinking of the situation.  Instead he advised that I phone BG customer services and request that the debt be put on hold whilst the bill is in dispute. And wait until we receive the Statement of Account.

I would appreciate any thoughts on this as last night my mother was having a severe panic attack with regards to this matter and was frightenedof being sent to jail . She is currently taking powerful painkillers due to severe stenosis of the spine and is awaiting surgery . Thanks for any help you can provide .

Alnat1

What makes you think the bill is incorrect? Is it based on actual or estimated readings? Have you checked the meter to see what the reading is?

If you post a reading now and the last actual reading and date (from a previous bill) that you know was correct, someone on the forums will be able to work out roughly how much should be owing.

elsien

As above, check previous bills, check readings versus estimates, and if you still feel the bill is incorrect, make a formal complaint.  Added to which, your mother is most definitely not going to jail.

 Debt collectors have no legal powers, although they like to pretend otherwise. Bailiffs will not be turning up at her door. 

Worst case and very unlikely scenario is many months down the line the debt collection agency goes to court for a CCJ. If she pays it at that point, everything stops. But ideally, any collection action would have been stopped long before then if the bill is still in dispute. 

Also, do you have power of attorney for your mum if not it might be worth putting that on the radar for future reference, but in the meantime they will need her consent to speak to you. 

Archerychick

If the bill is incorrect then no do not pay it. I’ve recently had a similar issue on a very old bill from a previous supplier - they passed the debt to a collection agency. I raised an official complaint with the energy provider advising that they had all the proof they needed to see the bill was incorrect - they responded very quickly and they actually wiped the amount owed. However my point being that you need to have evidence that the bill is incorrect and then raise an official complaint. as the others have said if you can share meter readings etc they can help you with that 

Ignore the debt collection agency - do not engage.

Alnat1

It's quite difficult to advise you until we know what is "incorrect". Just thinking the bill is too high doesn't mean it's not right and you will need to be specific if you want to make a complaint.

Robin9

More info please.

Gas and /or Electric.

When was the last bill that used Actual not Estimated readings that you believe to be correct - what are the readings now.

EssexHebridean

It is almost never a good idea to pay a bill which you do not agree you owe. 

Is your mother on the priority services register with British Gas? If not that is one to sort out urgently.

As others have said, wind this back to the beginning with the meter readings. It might also be worth comparing with the use for the same period of time last year if you have it - this winter has mostly been milder than last, so it would be unexpected for this winters bills to be higher, although the payments required might be greater as there has been the financial assistance from the government this year, of course. 

MWT

TheRedPhone said:

Previous to this , on 13 Feb 2024 she received a bill for approximately £1400 . This bill states that it covered from 22 Dec 2023 to 15 Jan 2024.  I felt that this bill was excessive , so on 1st March  I phoned BG customer services to complain

Either the bill is right or you can clearly state why it is wrong, 'feelings'; don't come into it.

If you know what is wrong then don't pay it, complain and clearly state what is wrong.

If you just feel it is high and do not know why then we can help you work through this and determine if it is correct or not, but as others have said, you need to help us with more details like the closing meter reading on the previous bill and if that was an estimated reading, then the closing reading on the bill you feel is wrong and if that is an estimated reading or not?

Also a current actual meter reading would help...

Robin9

@TheRedPhone

 "The last bill which my mother received on 12 March states that she is owing £2100 covering dates 15 Jan to 8 Mar 2024 "

Could you have a second look at this please - does it include the £1400 outstanding from the previous bill.?

TheRedPhone

@Robin9

Yes. The last bill that I received does indeed include the outstanding balance of approximately £1400 from the previous bill.

Thank you for your swift response and apologies for my late reply

TheRedPhone

@Alnat1

My current gas reading as of 24 March 2024 is 07560 325F

The type of gas meter we have is a Siemens Adaptive E65 . It also has a yellow label stuck on it which says "Transco Gas".

From my last bill dated 8 March 2024 it states :

15 Jan 2024 - 8 Mar 2024 : 9,262.4 kWh at 7.327p per kWh

( The above is written in bold  type ) Then below that & covering the same time period is written :

06519 - Actual read 15 Jan 2024

07350.8 - Estimated read 8 Mar 2024

831.8 gas units at 39.2 calorific value

Thanks for your swift response and apologies for my late reply.