Anomalously high gas bill - from British Gas

brianposter

I have no idea how other people do such things. I would normally use "Print screen" or take a screenshot so that there is something to be shown to a court if necessary.

CazeryBird

brianposter said:

I have no idea how other people do such things. I would normally use "Print screen" or take a screenshot so that there is something to be shown to a court if necessary.

Ah, I wasn't sure if this would be good enough  i can screengrab every relevant section of Loop and add it to my spreadsheet...

grn99

@CazeryBird It certainly sounds like you're getting the evidence capture sorted out, which is key, especially if going the Ombudsman route.

All I would add (if you haven't already done so) is get BG to email any promises/agreements whilst on the phone to them (literally in real-time), otherwise they tend to evaporate in my experience and you never get to speak to that contact again or identify them! I've currently got a complaint against BG that I escalated to the Ombudsman and it's certainly important to have all the evidence to upload in advance, to give the best chance of achieving your desired outcome.

Wishing you the very best of luck as BG need to be held to account when they refuse to listen and issue those meaningless complaint update emails. Happy to share my experience with you in due course, if that helps. The Ombudsman starts to look at the full case I presented to them on 6/1/25 so not too much longer now.

CazeryBird

grn99 said:

Happy to share my experience with you in due course, if that helps. The Ombudsman starts to look at the full case I presented to them on 6/1/25 so not too much longer now.

That would be really kind, thank you!

I'm just waiting for Bright to confirm my electric bill and let me download my smart meter data (I'm not sure whether they'll do the same with the gas bill, but we'll see, and then I'm putting together an email to send to BG. They've closed/deleted the erroneous complaint so I'll make this my official one and include all the info I've compiled.

If nothing comes from this then I'll be escalating to the Ombudsman.

brianposter

It would be better to make your email short and convincing. For now you only need to demonstrate that they have got one time period wrong - the rest can be left for later.

CazeryBird

brianposter said:

It would be better to make your email short and convincing. For now you only need to demonstrate that they have got one time period wrong - the rest can be left for later.

Brilliant, that's even better (partner hasn't been good over Christmas so I'm keen to minimise time spent on this where possible..). I'll just respond about the period with the greatest difference for now and see what they say.
Thank you (again )

CazeryBird

well they are now ignoring my messages and have said if I don't pay immediately they are sending out debt collectors. I'm having a panic attack - they won't respond to me so how can I sort things?

MeteredOut

CazeryBird said:

well they are now ignoring my messages and have said if I don't pay immediately they are sending out debt collectors. I'm having a panic attack - they won't respond to me so how can I sort things?

What did the Energy Ombudsman say?

And what about the data you were getting from Bright to share with BG? Did they just ignore that?

CazeryBird

I haven't been able to get that far - they keep submitting complaints to their own system in my name (and won't let me know the wording/details) and when I ask them to remove it they argue that they can't and we go to and fro for a month then they retract it and I submit an enquiry which then gets ignored and they resubmit another complaint in my name without letting me know what it says. I'm stuck in a circular hell.

I think what would really help is if I could share a draft of an enquiry and you could tell me if it's ok? I'll keep it simple, as suggested..

CazeryBird

I've not got as far as the Ombudsman as they still haven't answered any of my enquiries.