British Gas withholding account balance

Scarlethewitt

Hello! 

I recently switched energy suppliers in August from British Gas to octopus due to getting a EV. 

The switch happened the 21st of August. 

The final meter readings were supplied and the final bill was generated dated 2nd of September. 

British Gas now holds nearly £300 of our credit which they are saying they can not return to me due to an issue with there systems across multiple accounts and they do not currently have a estimated date of when this will be resolved. 

We are a single income family and need that money to be able to put on our new energy account to see us through the winter. 

What steps can be taken and is this effecting anyone else ? If it’s really a problem across multiple accounts shouldn’t more be done that “weekly updates” 

la531983

Have you raised an official complaint yet, in writing?

Largs

I am in similar circumstances.  Mines was only £60 but they now owe me £30 for not issuing within 10 days and a further £30 for not issuing the 1st £30.  I didn't realise the cause of the delay as I am still waiting on them replying to my email.  Hope you get this sorted quickly given the large balance you are due.

molerat

They have 10 days from the issue of the final bill to refund any credit else they are in breach of their licence conditions and must compensate you.  If you have spoken to them, notified them of their failure to refund within the timescale, they have a further 10 days to pay you compensation, if they don't pay within that 10 days then they must give you further compensation.

https://www.ofgem.gov.uk/are-you-owed-money-your-energy-bill

As above raise a formal complaint.

The regulator really does need to give BG a good shake !

TheElectricCow

If you haven’t already done so, ensure you have made a complaint following the supplier’s complaints process as soon as possible - if British Gas fails to resolve the matter within 8 weeks from the complaint being raised you will then be able to escalate the issue further by referring it to the Energy Ombudsman. This may also prompt BG to resolve the problem sooner, as they will want to avoid complaints reaching that stage in the first place.

The slightly more positive side to this is that due to BG’s delays you will be automatically entitled to a small amount of compensation from the energy regulator’s “Guaranteed Standards of Performance”. If a credit balance is not refunded within 10 working days of the final bill being issued you will receive £30. If this £30 is not paid within a further 10 days, you’ll get an additional £30. As the bill was issued on September 2nd, both of these deadlines have now passed, so by the end of all this you’ll likely be up at least £60 due to the delay.

You shouldn’t need to ask for this compensation as it should be automatically given to you, but if British Gas are not forthcoming with it you may want to remind them of their obligations.
https://www.ofgem.gov.uk/are-you-owed-money-your-energy-bill

Mark2019

I’ve just moved from BG to Octopus and now wondering when I may see my account balance… hope you get yours soon! Keep us updated 

Largs

Well I never received any reply to my email, so used live chat and was told a cheque was sent to me on 10 September for my refund.  No cheque ever arrived, suprise surprise.  I was then disconnected. 

Used the telephone and was told the cheque was sent.  I asked why my final bill said it will be paid to my bank account and she couldn't answer that.  She said she will cancel the cheque which takes a week and will then pay it to my bank. 

 I can't help but feel I am being lied to given what I now know from above poster.  They have also denied me access to my account as when I log in I get the "old system" account begining with 85 and not the "new system " account begining A.  So unable to see all the debit and credit transactions.  I will give them a week and then make it a complaint.

Scarlethewitt

Hi all 

sorry , I have raised a formal complaint with BG and requested a deadlock letter as they cannot resolve our issue. I was denied this so went to the ombudsman who have accepted the case I shall keep you updated. 

I have been offered the £30 of compensation but I’m not sure what good to me more money that I can’t access is. 

Largs , it does seem possible that we have the same issues , I would call and ask if this is the case. I would be interesting to know how wide spread the issue is. 

Thanks for all the advice and I’ll keep you posted but the woman who is handling my complaint from BG only works wed-fri and will update me 2 weekly which doesn’t give much hope! 

Scarlethewitt

Hi, 

just to say there’s still no update. No communication at all.