British Gas - Unregistered Meter

ChrisEll

My gas supply was taken over by British Gas two years ago. When we received the first statement I noticed that we were being estimated for an old meter which the old supplier had replaced. I sent them an opening reading and photos of the meter but still received estimates. I therefore phoned again and was told that the meter was unregistered. I repeated the process of taking photos and sending meter readings for the new meter. No joy - the next quarter was exactly the same. So I've done the same thing again, and again, and again. Each time told they'll sort it out but they never have.
Things came to a head back in October when they raised my direct debit to £600 and showed me £3000 in debt. Knowing that we're actually overpaying for gas (as I have opening the opening reading which they've deleted from their system) I phoned again. Upshot was that I was then £6000 in credit (which I know I'm not). I've recently received £500 back but reckon I'm owed between £500 -£1000 more. They've told me, after the most recent phone call, that they'll register the meter within 6 weeks but I'm not holding my breath as they've done this so many times before. To make matters worse, I now have a shipper less gas supply as they've removed the records of my old meter. 
My statements are an utter mess. Some show estimates off the old meter, some they've estimated off the new (which isn't even registered!) and the latest yearly bill just shows a cash figure for gas with no estimates, no usage for kWh on any month or a price for those months.
Now they're only charging me for electricity I'm expecting them to bill me for gas later down the line so I've doubled the direct debit but other than my own calculations have no way of knowing what I should be paying and I don't want a big bill later down the line.
I've told them they almost certainly still owe me but they've said I won't get any of my money back until they can work out an average.
I registered a complaint a few weeks ago over the phone but to be honest think that was probably a waste of time.
What can I do to get my money back and get them to start accurately charging me?

ChrisEll

Here is a snapshot of my latest bill.

MikeJXE

If you have all your readings from when BG took over like you say you have 

Set up a spreadsheet with kWh used and unit rates for the period and prove them wrong 

Be sure to check if it’s a ft or M2 meter 

I do my own every month and send readings in

My calculations are always within a couple of pence 

Gerry1

MikeJXE said:

Be sure to check if it’s a ft or M2 meter

Does that mean you're on a flat tariff?

MikeJXE

Lol actually yes a 1 bed flat 

You know the difference between ft and m2 

ChrisEll

I've sent the meter readings.
Every month they've asked for them online and every month they've ignored them. Every quarter I've then phoned again and given them.
I recently gave them the opening meter reading and the latest one but those have been ignored as well.
I've also sent them photographs of the meter readings (and still have them) but they've ignored those too.
They can see that I've been overcharged but because the meter is unregistered they're saying that I won't get anything back until it is registered and they'll then work out my average consumption and refund on that.

ChrisEll

MikeJXE said:

Lol actually yes a 1 bed flat 

You know the difference between ft and m2 

Is it not M3? That's what I converted to kWh.

Gerry1

MikeJXE said:

Lol actually yes a 1 bed flat You know the difference between ft and m2 

Something to do with being flat footed?

Green_hopeful

We had something similar when my son bought a flat. His meter was illegally installed in 2013. We only found out when we tried to switch. We had to get the meter reinstalled by Cadent. But that was because the person who installed it had hot connected to the supply for a block of flats so they needed to make sure it was safe. 

Anyway it took ages to resolve and sort out the usage. We take monthly readings and keep a photo of the meter so we can prove what has been used. 

In your situation I would make a written complaint and also do a data protection request for your personal data. It’s called a DSAR and is free. The DSAR might make them look at your account more closely. I did it when my aunt had an issue with a similar nonsense customer service dispute. They sent through the data but then sorted the dispute really quickly. You might complain to the CEO. Sometimes they pay a bit more attention to complaints to the CEO. Keep the explanation simple because they have short attention spans. 

Good luck. 

ChrisEll

Just a quick update.

I've finally managed to get the new meter registered.
But as it's British Gas there's obviously a downside.
They're now charging me for gas on the old meter AND the new meter!

I've contacted them yet again and have a "case worker" on it so we will see where that goes.

QrizB

Thanks for the update.

Two steps forward, one step back seems to be the BG way 🙄