British Gas - No bill issued in over 12 months!

mabelcollie

BG last issued a bill on 16th April 2024. I realised there was an issue in October when i logged in to check account. I contacted BG who advised they were looking into it and that it had something to do with the smart meter that was replaced (which was broken - no screen display at all) and it not connecting to there system. This was replaced for a second time in July 2024 due to it not working still.
Since then, i have contacted BG on numerous occasions to request an up to date bill but keep getting fobbed off. Originally told on three occasions that it would be processed and bill received within 20 working days. I raised a formal complaint on 29th March and was told that my case had been "expedited" to the billing team to be processed within 7 days. I have chased again and again and it has now been "expedited" four times! Still no bill. 

Received an email yesterday stating "I am pleased to say this has now been resolved. I would like to inform you that your query has been escalated to the specialist team, who are dedicatedly working on addressing your concerns.....Furthermore, our solver will be in contact with you via email to provide you with any updates on the progress of your query."

Fortunately, we have still been paying by direct debit so am not going to get stung with a bill we can't pay but still....

Any advise on what we can do to finally get the bill we are actually wanting to pay?????? God help those customers who are chasing a credit return if this is how slow they work when someone is wanting to send them money!

Thanks in advance for any help/shared experiences.

MeteredOut

Definitely look into back-billing rules. Since you have been chasing them, you'd have a good case for asking BG to exclude any usage more than 12 months from the date they provide you with a bill, if your DD payments have not already covered that usage.

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/what-do-if-you-get-back-bill

mabelcollie

Thank you, MeteredOut. I will definitely look into this. It's just extremely frustrating. I think my only choice is to wait until 8 weeks has passed from officially lodging the complaint and take it up with the energy ombudsman. I have printed out all usage data from April 2024 onwards so will be able to check against any bill that should hopefully eventually arrive but am tired of the constant chasing. I have replied to yesterdays email stating that i absolutely do not consent to the complaint being marked as resolved so will see what/if they come back to me...no doubt with an automated response in 7-10 days time!