British Gas Back billing

BGasVictim

I was really hoping someone could give advise and/or reassurance as my issues with British Gas are causing more and more distress. For years they have not been generating our bill correctly, every time we have called them up (multiple times going back years) they have given us the standard response of "we will look into it and get back to you". It got to the point at the beginning of this year that we were over £1000 in credit with them and they were sending as automated texts asking to lower the direct debit further.

We made the decision that we wanted to switch as we had given up with them. They have now issues a final bill covering the period between 27 Feb 23 - 21 Feb 26 the final bill is for £5,019. After calling them and putting in yet another complaint they set an email, in this email they stated that "I reviewed you account and confirmed that billing has not generated since your start date of 20/3/23" .

I have called them up again to chase to the complaint and they have said that they are going to issue a deadlock letter. Although I am waiting for a call back from them to confirm the details of this. I am sick to my stomach with worry about this and was looking for some kind of reassurance about next steps.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6666167/british-gas-back-billing

Let them issue the deadlock letter, or if it has been more than eight weeks since the initial complaint then take it to the ombudsman.

Back billing does apply, but it is not as simple as people think, it is not a blanket get out of paying process, but it does mean a significant portion of the debt is likely to be written off.

Do you have meter readings for the period in question? Ideally you need your meter readings covering that period, as well as all the payments you made over the same period, then you can work out what will be written off by the back billing rules, what you have paid and what is still due.

BGasVictim

I didn't take meter readings myself for the period in question, as I thought having a smart meter would mean that we wouldn't have any problems (I know, its stupid not to have done). The final bill issued does list out the actuals and estimates though. I have a record of all of my payments.

I submitted a subject access to them so I now have copies of the communication between us in case I needed proof that we had made multiple attempts throughout the years to get the billing sorted.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/81981389#Comment_81981389

A lesson learned for the future about meter readings.

From 2023 was this when you moved in or changed supplier?

As for money paid what tariff/tariffs where you on and what did the bills say about the balance owed or in credit?

Do you have all the bills from 2023 upto now?

If you have the readings on the bills you can sort of work out how much gas and/or electric you have consumed.

BGasVictim

Sorry for the late reply and an update so far. Miraculously, after sending the details to the ombudsman British Gas contacted me to agree that there was over £5k worth of back billing on the final bill. They have amended the final bill and have offered £150 pound compensation.

This is of course if I agree to close the case with the ombudsman. I replied to the offer saying that I would rather the ombudsman complete the investigation. British Gas don't seem too happy about this as I have just had a call from them where I felt that they were applying pressure for me to accept the offer. They are still saying that I would owe them over £1k. Its my belief though that my direct debit was not set at the correct amount because of their billing errors and that if it had been properly then I wouldn't have owed them anything.

QrizB

It's your choice, but I'd take the money now.

A bird in the hand and all that.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/82027290#Comment_82027290

As others have advised I think you should take the money and just pay what is owed and close the case.

You can carry on but there is chance you could end up oweing more money but if I was in your position I would take the offer and move on

t0rt0ise

I would carry on with the Ombudsman and add the latest offer to your claim. That way it would be difficult for you to eventually be offered less.

MWT

As with all these cases, there is one correct answer to what is actually owed after allowing for back-billing etc.

If the current position is very close to that I'd take it, if you believe it is genuinely lower than that and can prove it then I'd roll the dice.

If you are just hoping the Ombudsman is going to come up with something better than what you really owe at this point then you have more faith in the process than I do :)

BGasVictim

https://forums.moneysavingexpert.com/discussion/comment/82027384#Comment_82027384

Yeah, I have submitted the revised bill to the ombudsman so I should be covered in that regard. I also spoke to the ombudsman and they werent impressed that British Gas had contacted me directed with the offer as the process should have been that they submit it through the portal.