British Gas - charging but no gas and no meter

grn99

Felt the need to share!  So my parents inherited British Gas as their supplier when they moved into a retirement village and I have POA (LPA) for them both. Long story short, no gas appliances (all electric inc heating) at property but the freeholder/trust that runs the site (parents have leasehold) said we were responsible for the Gas meter removal.

I duly arranged this with British Gas and they removed the meter on 10th Sept 2024. I was assured that the gas side of things would close (electric also with them) and no more billing when I rang in to check...... you know what's coming next..... Today we get a nice bill for standing charges from July right through to Mid October, despite the gas meter removal. Long phone call just now (1.5 hrs) to "India" to raise a complaint...not sure if it will change anything, but I've at least got a complaint reference number. I also have an email from BG on 16/09 when I specifically asked for one, confirming meter removal and account closure....but it didn't stop them billng me again.

Time-line summary is - parents moved in 10/7 (no gas); meter removed 10/9; Billed today 16/10.
I reckon at most we may owe circa 60 days standing charges (10/7 to 10/9) at 33.512p /day + VAT, but not the excess they're after 10th September. Not sure what will happen next.... 

Brie

I would ring them back in a few days to check on the progress of the complaint just to ensure they haven't shut it down without actually doing something.  (something my own supplier appears to be doing.)

Complain again if necessary and read them the riot act that if this isn't resolved satisfactorily you WILL be going to the ombudsman in 8(?) weeks time.  Satisfactorily includes having the refund for SC showing on the account.  Keep copies of the bill as you go along or at least screen shots as BG seems to delete and reissue bills, or so I've heard.

grn99

Brie said:

I would ring them back in a few days to check on the progress of the complaint just to ensure they haven't shut it down without actually doing something.  (something my own supplier appears to be doing.)

Complain again if necessary and read them the riot act that if this isn't resolved satisfactorily you WILL be going to the ombudsman in 8(?) weeks time.  Satisfactorily includes having the refund for SC showing on the account.  Keep copies of the bill as you go along or at least screen shots as BG seems to delete and reissue bills, or so I've heard.

Thanks.Yes, have taken some screenshots etc.

Update since yesterday - Formal complaint definitely with them and recorded as I've received an email from BG overnight confirming it's under investigation. Hopefully will hear soon and within the promised three (working?) days.