BG issues with the 'revised bill'

BatzzVonNoir666

Hello all

Can anyone offer any advice as we are rapidly losing the will to live with trying to resolve an issue with BG! I will try and condense this as much as possible to save brain drain seeping in!!

We received a bill on the 5th of June for best part of £1600 so when we picked ourselves up off the floor and started reviewing it noted that only one payment we have made between May 23 and May 24 is showing? We usually pay quarterly and have receipts for other payments we have made in the time period which is not showing on this bill at all and were told that any payments made prior to the swap over of their systems wont show (we think it was March 23 we moved systems so this predates the May bill anyway so the payments should be included as far as we can see??). We pay our bills usually either the same day or within a day or two of receiving them.

We have been challenging this since early June after we got the bill via emails and phone calls and so far all we are constantly being told is that the revised bill is correct and that they can see our payments, and our continued argument has been if so, why aren't they reflected in the bill?? So for 2 of us they seem to be telling us that regardless of the £1110 we have paid in this period (which they can see on their system), due to mainly being estimated bills which they have revised, our revised bill amounts to best part of £1600 on top of what we have already paid?? 

Has anyone else on here had a similar issue as we are adamant that this bill in not accounting for all our payments as even with some revisions after they took mainly estimated readings prior to us having a new smart meter fitted surely this cant be right?? We have also on several emails now asked for them to provide a full break down of the charges and revisions in this period as well as including our payments so its completely accurate and up to date...needless to say we are still waiting..... 

We also had a couple of emails asking if we wanted to raise a complaint that they advised would be made but would still be shut down as its a policy and we have advised that the complaint is nothing to do with a policy and all about us disputing the bill!! So now we are not sure this has been recorded as a complaint either?

Our last email has advised them that we feel we have no choice but to take this to the Energy Ombudsmen  as we have no confidence in them.

Any words or advise or wisdom greatly received!!!! Needless to say once sorted we will be moving suppliers!!!! 

Joyful

Insist on raising a complaint and ask for a breakdown showing all your payments. Don't let them close the complaint til resolved.

Ayr_Rage

You cannot go to an ombudsman until you have reached deadlock via the BG complaints route.

FreeBear

Ayr_Rage said:

You cannot go to an ombudsman until you have reached deadlock via the BG complaints route.

OR eight weeks after raising the complaint.

BarelySentientAI

Based on the readings on the bill, do you think the total cost of the energy in that year was £1100 , £2700, or somewhere in between?

BatzzVonNoir666

Our bills are usually around £1300 to £1400 for the year when added together as we usually pay quarterly so was very shocked to get that bill for sure! 

BarelySentientAI

BatzzVonNoir666 said:

Our bills are usually around £1300 to £1400 for the year when added together as we usually pay quarterly so was very shocked to get that bill for sure! 

Not quite what I asked - you've had a bill for the period between May 2023 and May 2024.  That should have readings on it.  Do those readings make the bill :

a ) £1600 (which means that they haven't accounted for your payments at all)
b ) £2700 (which means that they've accounted for all your payments and there's still a big bill)
c ) something else (which could mean a credit balance has gone missing between systems).

Working out what the error is will be the first part of making a simply resolvable complaint.  It will also give you something to check against when the bigger breakdown that you've asked for arrives.

MeteredOut

BatzzVonNoir666 said:

Our bills are usually around £1300 to £1400 for the year when added together as we usually pay quarterly so was very shocked to get that bill for sure! 

How many kWh does the bill state you used in the period of the rebill?

BatzzVonNoir666

Sorry for the confusion from me! The bill for just under £1600 reflectsonly one payment being made in October 23 which is why we have questioned the figure as the revised amount  does not incorporate the other payments we have made (aside from the one mentioned above) and going on their bill being corrected to reflect our other payments of around £848 we should only owe around £450-500 tops as far as we can see?  They repeatedly advise they can see our payments but have yet to provide a concise breakdown of all charges, amendments and payments that we have requested several times now! 

MeteredOut

BatzzVonNoir666 said:

Sorry for the confusion from me! The bill for just under £1600 reflectsonly one payment being made in October 23 which is why we have questioned the figure as the revised amount  does not incorporate the other payments we have made (aside from the one mentioned above) and going on their bill being corrected to reflect our other payments of around £848 we should only owe around £450-500 tops as far as we can see?  They repeatedly advise they can see our payments but have yet to provide a concise breakdown of all charges, amendments and payments that we have requested several times now! 

Unless you give specific details of what's on the bill, its unlikely anyone here will be able to tell you what the issue is (assuming there is one).

But, if you are 100% confident the bill is wrong, raise a complaint and after 8 weeks, take it to the energy ombudsman with your evidence of why the bill is wrong.

However, since you're going to have to provide that evidence if you want the ombudsman to act, you could also post it here and you may get a quicker route to having BG solve the issue.

Redacted bills are a good way to share details, or just the dates/readings/actual or estimated details from the bills.

BatzzVonNoir666

We have also sat and compared the final figures for the estimated and actual readings for gas and both day and night electricity tarifs and in all fairness there isn't massive differences between them and certainly not an additional £1600 worth!