British Gas problems with account

pleat

Hi,
Been with BG for years never been a problem with them until Oct last year.
In Oct could not log in their web site, had to phone them to this sorted out which took a while, got my account back but all my gas/elec reading were completely messed up, took them 2 weeks to sort it out and got a Statement from them. The new statement was revised for past 5 years which seemed odd. In November went enter meter reading it was way out again on gas reading but electric was right, phoned up again they asked for new reading again. I got no statement from them looked at my account and it's asking for gas reading again so phone again give gas reading again and left it that come Dec reading same again on gas reading, phoned up and raised it again which put it to meter dept. Got a statement on 30dec which gas and elec which was yet again phoned up again put new reading and they is right now. Got a new statement in which my elec reading was on gas reading now(pulling out hair now) managed today phone again and now is right.

But getting the ring around with them because on Oct statement I was £600 in credit, but now £404 in debit which is completely wrong, I am on a fixed tariff 

matt_drummer

pleat said:

  I am on a fixed tariff 

What do you mean by fixed tariff?

How do you think that works?

switchpilot

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What a mess – BG's systems can be a nightmare when they go wrong.

Honestly, first thing: if you haven't already, put in a formal complaint in writing (email or their online form). Phone calls don't start the 8-week clock for the Ombudsman – written complaints do.

Ask them for a full statement of account showing every reading and adjustment since October. You need to see where this £1,000 swing actually came from. The 5-year rebill thing is weird – they can back-bill but there are rules around it, especially if you've been providing readings regularly.

Worth taking photos of your meters right now so you've got proof of what they actually say vs whatever BG has on file. Sounds like they've mixed up gas/electric at some point which would explain a lot.

Also, fixed tariff means fixed rates, not fixed bills – your bill can still go up if your usage does. But £600 credit to £400+ debit is a massive swing that screams data entry error, not you suddenly using way more.

If they don't sort it in 8 weeks (or they send you a deadlock letter), Energy Ombudsman. Keep notes of every call – date, time, name, what they said.

Good luck, it's fixable but you'll need to stay on them.

pleat

just reported them to Ombudsman

Found they have been using estimate reading, instead of accutul reading that I have given them every month

Also billed from August 24 to April 25 and they have used April 2022 reading instead of August 24 reading