British Gas can't Math

Cariboudle

Hi all,

A warning to check your bills are arithmetically correct.  3 British Gas Customer Service agents later and it's clear they don't issue calculators at that company.

Basically, add up the figures on the right and make sure the total is correct for Gas and Electric, because the 'system' doesn't understand what a credit is, the system didn't deduct a credit somewhere along the line and thus overcharged both gas and electric.  The overcharge on this bill was £17, I can't imagine I'm unique in this.  

Because of their script which goes through every other reason why I am wrong, two customer service agents just disconnected (no reason given but presumably it's too difficult) and the third took 24 minutes to 'work on this in another window'.  Finally the agent came back and said he could see something was wrong and would raise this with their dedicated team who would take up to 7 days to get back to me.

(Last year my account was in credit by £90 but the bill issued didn't calculate this.  When I asked for the revised bill it added £90 twice showing a £180 debt.)

The 'system' is a joke.  Get a calculator, check your bills.

MikeJXE

I have been doing my own calculation on a spreadsheet for the last 5 years and mine and the bill match within a couple of pence, 

Octopus customer 

pseudodox

MikeJXE said:

I have been doing my own calculation on a spreadsheet for the last 5 years and mine and the bill match within a couple of pence, 

Octopus customer 

I do likewise as an EDF customer.  2 or 3 pence difference for gas on occasions due to rounding &/or variable calorific value figure.

Gerry1

I'd have known this was BG even if you hadn't said so.

if you're not tied in by a good fix and/or exit fees, Ditch & Switch to a Which? recommended supplier.

For example, if you switch to Octopus you could share £100 with a friend or relative who gave you a referral code, and your standing charge will probably be slightly lower as well.