British Gas Complaint on going since July 2023

Nicole108

Hello , I am really at my wits end here with this and I do not know what else to do. I moved in to current rented apartment October 10th 2023 and gave my electric and gas reading over the phone, at first my monthly DD was set up at £136.00 per month and the following month increased to £151.00 which I am happy with. In January 2024 somehow £1700 was added to my statement , when I look at previous statements all makes sense and then January they have a estimation of gas usage a lot less , 
So the first statement was sent to me in November 2023 and the next statement is for January 2024. I have had the same complaint open for 6 months now and all I keep getting offered is a payment plan or my DD to be increased . Only a few weeks a go a customer service member said she can see where the problem is it is due to the change of system in January and it looks like I have taken on a historic bill I was asked to take readings now and in 7 days which I done and I have heard nothing since other than " we are happy to have resolved your issue are you happy to close this complaint " yet my account is now £2200 in debt ! I am waiting for a call back I was told an hour, 3 hours later and nothing I have rung again today and was told someone will call in 30 mins and still nothing. I have cancelled my DD as they want to now take over £300 a month. I do not know what to do next

debitcardmayhem

What is your current gas meter reading.?

molerat

And is your meter metric (m3 / cu m) or imperial (cu ft / ft3 / 100s cu ft), it is printed on the front ?

As the complaint has not been resolved in the required 8 weeks you can now take it to the ombudsman.  BG are beyond incompetent. Their failure to carry out the fairly straightforward task of transferring a database to the new platform and being unable to correct it is well documented on here.

Nicole108

my current reading for gas is 8500. I rung 3 times chasing up the call back I was promised twice today to still get no where and more notes added to my file for my case handler to call me

Petriix

Yes, that revised bill estimated reading is bonkers if your current and opening readings are accurate.

One thing, however... You are definitely reading the meter itself in m3 and not looking at the kWh reading of a smart meter IHD, right?

Ideally you'd have a photograph of the meter taken on the day you moved in to provide irrefutable evidence in your favour. BG have done this to many people, possibly thousands. Don't give up the fight. 

Nicole108

my title reads incorrectly it should say July 2024 not 2023 

FreeBear

Nicole108 said:

my title reads incorrectly it should say July 2024 not 2023 

If you go to your opening post, click on the little circle with three dots in the middle, you should be able to edit the title. Failing that, click on "report post" and ask an admin to change the title.

KittenChops

Looking at the (clearly wrong) estimated readings on the second bill, do BG think the meter has been round the clock?