British Gas withholding final bill and over £4000 credit

Bebb0

I'm sure I'm not the only one but I feel compelled to share my frustrating experience with British Gas in a hope that someone can help me get this issue resolved. After closing my account, I’ve been left waiting an unreasonably long time for my final bill to be issued – all while British Gas continues to hold a significant amount of credit on my account.

It’s now been more than 60 days since the account closed and despite chasing at least twice a week, I’ve made no progress. Each time, I’m either told it’s being looked into or given vague, unhelpful assurances that it’s “in process.” I’ve received no meaningful updates, no clear timelines, and no accountability.

This level of service is completely unacceptable – especially when the company is withholding money that does not belong to them. I’ve done my part by communicating regularly and patiently, but British Gas has shown no urgency or transparency in resolving the matter.

I logged a complaint with BG on 13th June with still no resolution, although I have had my account credited with £40 for my inconvenience. The irony is I have no access to my account!! I also created a Trust pilot review giving the facts of my situation and the response was to contact the group via Facebook or X, when I did this I was informed that they don't deal with these kinds of issues via that channel and please use the web chat (I am going around in circles).

Has anyone else had this issue? and were you able to get a resolution?

Cameron1590_2

I would open a formal complaint (externalcomplaints@britishgas.co.uk) and if not resolved, off to the ombudsman. 

Also, the £40 is paid when they fail to issue you a final bill within six weeks. It is part of the guaranteed standards energy companies are governed by. 

You are also entitled to £40 of they do not refund any account credit after ten working days post final bill. 

I myself have had billing issues with British Gas and have recently been to the ombudsman who dealt with the case very fairly. 

Best of luck, British Gas are the worst. 

Robin9

From the various posts on here BG do seem to have billing issues.

Are you sure the £4000 is correct ? It seems a lot to me - that's nearly 3 years bills to me.

WiserMiser

I had two missed appointments.  BG didn't provide any compo.

I complained and BG agreed to pay 2x £40 but refused to make the additional 2x£40 for not paying automatically.  Told them I'd go to the Ombudsman who who undoubtedly have upheld my complaint about BG breaking Ofgem regulations which would have cost them an extra £340.

They called me to say they're paying me £180 (including £20 goodwill), but I do wonder how much profit BG make from those who don't have the knowledge and/or ability to keep doggedly pursuing a complaint?