British Gas closed my account as someone mistakenly set up a new account at my address

LilyRichman1

Hey,

So Friday as I finished work, I got an email issuing me my final gas bill. I was confused as I have not closed my gas account. I log in and find my gas account is now listed as inactive.

I ring British Gas asking what has happened and they inform me on Friday, someone registered their gas account and mistakenly put my address. Do they check I still live here or not? No. They just immediately proceed to close down my account. They have no idea whether it was the customer who registered online and put my address by mistake, or if a member of staff is responsible if they registered by phone. Due to the bank holiday and the lateness of when I found out on Friday, they are going to investigate further on Tuesday.

In the meantime they have assured me my gas supply won’t be affected and for the time being whoever has listed my address as their address will actually be paying for my gas usage.

I’m just curious if this has happened to anyone else and how it was rectified? The person I spoke to on the phone said it could take awhile to rectify and they might not even be able to give me back my old gas account.

It also seems stupid there isn’t a more robust system in place, where they actually confirm you have vacated the bloody property before letting someone else set up an account at your address.

clive0510

I don't understand how someone can mistakenly give some one else/s address and close there gas account! surely everyone knows there own name and address?.

LilyRichman1

clive0510 said:

I don't understand how someone can mistakenly give some one else/s address and close there gas account! surely everyone knows there own name and address?.

When I rang British Gas, the woman I spoke to seems to have understood how it has possibly happened. So I’m guessing we have a similar address and there has been a typo or something. 

Regardless it is annoying. Just glad my gas supply is at least safe.

Reed_Richards

Worth reading this: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/#:~:text=If you get an unexpected,were misled by a salesperson

Lorian

Keep an eye out for your water, council tax etc changing just in case.

LilyRichman1

Lorian said:

Keep an eye out for your water, council tax etc changing just in case.

My water is included in my rent and I live in a council house. So my council tax and water are pretty safe. Additionally, my electricity is unaffected which is also with British Gas.

From what the woman at British Gas has said, it was a legitimate mistake. It is just getting to the bottom of it and reversing it.

LilyRichman1

Reed_Richards said:

Worth reading this

So had, to delete the link as I’m apparently too new to post the link even in a quote.

Does this still apply if the supplier hasn’t been switched?

I maybe wrong as to what has gone on, I’ll get more clarification when I hear back from British Gas on Tuesday. But from what I understand the new account is still with British Gas. It just isn’t in my name, but someone else’s.

Basically, from British Gas’ perspective I’d moved out of my property (I hadn’t) and someone else had moved in (they haven’t). So I’m not certain if the actual supplier has been switched.

I should note, my electric is fortunately unaffected. It is just my gas.

molerat

I got mixed up in a supplier switch fiasco, moved before supplier went bust but SOLR still took my account from new supplier.  Took a month to sort - free electric for that period because they are all pretty incompetent.

BG will get you back, you won't lose your supply.

Postcodes and addresses can be easily mixed up. Near me there is XXX (yes one word) and XXX Terrace, the postcodes ending LB and LE.  Surprising how much post ends up in the wrong place as well as "sorry we missed you" cards for various engineer visits. 

Reed_Richards

LilyRichman1 said:

Basically, from British Gas’ perspective I’d moved out of my property (I hadn’t) and someone else had moved in (they haven’t). So I’m not certain if the actual supplier has been switched.

So far that looks okay but if someone else is using your address (for whatever reason) the next thing they might do is to switch supplier.  British Gas won't hear about this until the new supplier contacts them.  

FreeBear

molerat said:

I got mixed up in a supplier switch fiasco, moved before supplier went bust but SOLR still took my account from new supplier.  Took a month to sort - free electric for that period because they are all pretty incompetent.

Toto the Clowns to EDF by any chance ?

I'd just managed to switch away a couple of days before they went bust, only to have EDF grab my supply. Yes, I got free electricity out of it (just a few days worth), but I should also have had an erroneous transfer payment of £30 from EDF (and another £30 for not automatically making the first payment within 10 days). Nearly 5 years on, I still haven't had an accurate final bill from the clowns.

I wonder if erroneous transfer rules would apply to the OP - Probably not, but it doesn't hurt to ask.

maisie_cat

Somebody has probably clicked on the wrong address on a drop down menu. Are any of the neighbours with the same postcode moving/ just moved?