British Gas Won’t Fix My Dual-Rate EV Tariff Issue – 6+ Months and Counting!

arunmn

I’ve been dealing with a billing nightmare with British Gas since August 2024, and despite countless calls, reassurances, and even escalating to the ombudsman, the issue remains unresolved.

I was on a dual-rate EV tariff before British Gas migrated my account to their new system. My smart meter still correctly shows separate peak and off-peak readings, but British Gas’s system now only recognises a single rate. This means I’m being incorrectly billed, likely paying more than I should.

Despite raising multiple complaints, I keep getting told that a ‘flow’ has been raised to fix it – yet six months later, nothing has changed. I’ve even received a £100 goodwill payment, but what I actually need is for them to correct my billing and apply the right tariff.

Their customer service is shockingly poor—no fix, no timeline, no clear answers. Has anyone else faced similar issues with British Gas after their system migration? How did you get it resolved? I’m considering escalating to the Energy Ombudsman again, but I shouldn’t have to go to these lengths for something that should be a simple fix!

Any advice or similar experiences would be greatly appreciated.

A seriously distressed British Gas customer!

Reed_Richards

Perhaps it's time to take your custom elsewhere?

rapp55

arunmn said:

I’ve been dealing with a billing nightmare with British Gas since August 2024, and despite countless calls, reassurances, and even escalating to the ombudsman, the issue remains unresolved.

I was on a dual-rate EV tariff before British Gas migrated my account to their new system. My smart meter still correctly shows separate peak and off-peak readings, but British Gas’s system now only recognises a single rate. This means I’m being incorrectly billed, likely paying more than I should.

Despite raising multiple complaints, I keep getting told that a ‘flow’ has been raised to fix it – yet six months later, nothing has changed. I’ve even received a £100 goodwill payment, but what I actually need is for them to correct my billing and apply the right tariff.

Their customer service is shockingly poor—no fix, no timeline, no clear answers. Has anyone else faced similar issues with British Gas after their system migration? How did you get it resolved? I’m considering escalating to the Energy Ombudsman again, but I shouldn’t have to go to these lengths for something that should be a simple fix!

Any advice or similar experiences would be greatly appreciated.

A seriously distressed British Gas customer!

I have had the same experience as arunmn since switching from British Gas fixed single rate tariff to their EV tariff in February 2025. Now mid-November, I have not had a monthly statement since February and my account is over £1,000 in credit as payments have continued but usage is not being recorded fully. Numerous emails and phone calls eventually resulted in a new meter being installed in September 2025 but the peak and off-peak usage is still not being recorded properly, or at all, on some days. I have a friend who had the same experience with BG in 2024. It does appear BG's systems cannot cope with the switch from single rate to dual rate tariffs. 

Alnat1

Ditch and switch? Why have you stayed so long?