Anomalously high gas bill - from British Gas

CazeryBird

brianposter said:

That is obviously suspicious. Have you asked for a clearer explanation of what you were previously offered ?

Simply "I do not understand what you are suggesting. Please could you send me the revised bills for the first half of 2023.".

I have asked, several times. I got one response saying the original advisor would get back to me then nothing and now they just ignore those emails and send me the generic ai generated ones.

CazeryBird

I've also just found the paperwork from the erroneous swap. The other company (Outfox the Market) have my final read at 6747.
The read from BG the next day is 6713.
Both are listed as actual reads.

Not sure how that can be?

QrizB

CazeryBird said:

I've also just found the paperwork from the erroneous swap. The other company (Outfox the Market) have my final read at 6747.
The read from BG the next day is 6713.
Both are listed as actual reads.

What was the date for those reads?

CazeryBird said:

Not sure how that can be?

One (or both) is likely to be "mysterious third party" readings. Pinging @Gerry1 to explain ...

CazeryBird

QrizB said:

CazeryBird said:

I've also just found the paperwork from the erroneous swap. The other company (Outfox the Market) have my final read at 6747.
The read from BG the next day is 6713.
Both are listed as actual reads.

What was the date for those reads?

25th and 26th April.

CazeryBird

The erroneous swap was done in the name of someone at the other end of the country who has never lived in this house...they told me her name and details but I've forgotten them now. (Deliberately. Shocking gdpr from them).

QrizB

CazeryBird said:

QrizB said:

CazeryBird said:

I've also just found the paperwork from the erroneous swap. The other company (Outfox the Market) have my final read at 6747.
The read from BG the next day is 6713.
Both are listed as actual reads.

What was the date for those reads?

25th and 26th April.

4900 in December 2023 then 6700 in April 2024 is an increase of 1800, roughly 20,000kWh. That's not outrageous (lst winter was relatively cold) but might suggest that whatever went wrong with your meter wasn't a single day where it jumped by 4000 units, but an ongoing process over a period.

brianposter

If they will not reply to you then it is the SAR. Ask specifically for all meter readings and estimates, and a record of all emails.

With luck they will decide that it is better to settle than continue.

FreeBear

brianposter said:

If they will not reply to you then it is the SAR. Ask specifically for all meter readings and estimates, and a record of all emails.

And don't forget the phone calls along with any/all CRM notes.

Gerry1

QrizB said:

CazeryBird said:

I've also just found the paperwork from the erroneous swap. The other company (Outfox the Market) have my final read at 6747.
The read from BG the next day is 6713.
Both are listed as actual reads.

What was the date for those reads?

CazeryBird said:

Not sure how that can be?

One (or both) is likely to be "mysterious third party" readings. Pinging @Gerry1 to explain ...

Even if it's a smart meter reading, The Mysterious Third Party can invent a meter reading that's supposed to be more accurate.  The important thing is that both the gaining and losing suppliers must use exactly the same reading.

If there's a variance between the real reading and the invented one you may be slightly better or worse off, but it won't be a significant amount.  It will be the difference in the kWh rates multiplied by the variance in the number of units.  So you might gain or lose a fiver or so.

If the variance is within the permitted limits there's nothing you can do about it, but if it's more you can challenge it.

CazeryBird

So I have another reply from them. They haven't answered any of my questions:

"Thank you for contacting British Gas to enquire about usage and bills. I will be looking after you to ensure things go smoothly. I'm really sorry for your experience. we do appreciate you bringing this to our attention because you are helping us provide a better service for you and other customers. I'm eager to move forward and offer you a solution. What I have done: I have taken the following steps in resolving your case: I have investigated your account and able to see that the bills are based on accurate reads also I have attached copy of bills from sept 2022 till date please find it below. I request you to please refer the bills to check your usage.     What we need from you Also, as you confirmed that your smart meter display is not working could you please share me the picture of the display. I am sorry for the inconvenience for the meter readings earlier be assured now since you have a smart meter your readings are updated automatically, and you will receive bills on accurate reads.   As you wish to know about PSR here is short explanation - The Priority Services Register (PSR) is a complimentary service available throughout the UK, offering additional advice and support in the event of interruptions to your electricity, gas, or water supply. As I am currently handling your case as an enquiry, would you prefer to escalate this matter to a formal complaint, or would you like to continue addressing it as a enquiry? What I'll do With the additional information provided. I can proceed with check if smart home display can be replaced, or I will raise a complaint if you wish. I will keep you updated on the progress via email." I have gone through the bills they sent me and noted them. The two I am querying are in bold and there is a month with no bill noted. Looking at my previous years usage it seems clear that they are unusually high, but other than the first man at BG who agreed it was odd, no one else is even addressing this. They have again declined to confirm what he was offering with his adjustment (which seemed to be him attempting to establish a more reasonable average for the year):   I feel like they are trying to confuse me?! Or am I being stupid...