How can I have debts on pre-pay meters that are in credit?

TCMUllane

I am having the exact same problem with British Gas I have a meter that is £500 in credit not a smart meter and they say I owe a debt of £120 but every time I call nobody seems to know anything about it or why it’s on there Lots of promise call Back never happens never had any letters of them to say I’m in debt never entered the contract with them to say I have to pay so much back a week I do not know what to do or where to go for help

Gerry1

TCMUllane said:

I do not know what to do or where to go for help

You make a formal complaint.  Keep it in writing, don't phone.  Keep copies of everything.

https://www.britishgas.co.uk/complaints.html

You go to the Ombudsman upon receipt of a deadlock letter or after eight weeks if they don't send one.

https://www.energyombudsman.org/raise-dispute/british-gas

Remember that the Ombudsman doesn't investigate, they only review the evidence that each side submits.  Limit it to the basics, one side of A4, two at most.  Bullet points in chronological order probably best.