Incorrect tariff rates.

talski43

Hi,

I just wanted to highlight something I have picked up recently whilst reviewing my British Gas duel fuel account paid by monthly direct debit, As my fixed tariff comes to an end later next month, June 2026.I am currently on the British Gas fixed tariff v32 which is due to end 25th June 2026, I have been on this since 26th February 2025 and was gathering all the information needed to give me a clear picture of what I'm paying and what is out there to switch to.On my online account I was able to download my current tariff details, which included all the rates and standing charges with vat included, for gas and electric for the current tariff. This is when bells started to ring after I used MSE energy club to compare tariffs and noticed that the figures I had been given from my online account didn't match the tariff figures from the comparison site, they were lower.So, I checked my bills and the bills had the correct figures for the tariff applied.I didn't think this was right or fair to show me tariff figures at one rate to be billed tariff figures at another rate so I 1st contacted BG to be told eventually it's to do with my electric meter having day and night rates in. Not being happy with this explanation as I have a smart meter fitted and it wouldn't explain the difference in the gas tariff, I logged a complaint with BG. The outcome today is the lady that was dealing with my complaint rang me to tell me that BG are aware of an issue with the online accounts showing incorrect tariff details of some customers on their online account and offered my £50 compensation, I declined this as I explained if something is being sold for let's say £3 to find when I check out its cost me £5 that's not right. She went off and came back offering £100 compensation, which I took. ( rightly or wrongly )These lower tariff figures on my online account are used on the British gas site to compare deals with them, which to me is nonsensical as they are the wrong figures and not the correct ones for the tariff I am on, so give incorrect pricing charges saved or will cost more. I have downloaded and kept my tariff details from British gas as well as the bills. I'm sure a lot of people wouldn't go to all the trouble I did over the weekend to check rates and compare against the bills as you have to add vat on the bill rate it shows you.A final point is, I mentioned this to my son who is also with British Gas but on a different fixed tariff and we noticed his gas rate is different on his online account ( lower) compared to his bill, so he is going to complain as well. 
Hope you find this interesting, any suggestions welcome.

Grumpy_chap

https://forums.moneysavingexpert.com/discussion/6669010/incorrect-tariff-rates

That's hard to read.

Is it possible you are comparing full costs (as per the comparison site) with costs excluding VAT (as per the bill)? Energy bills usually show VAT separately.

talski43

https://forums.moneysavingexpert.com/discussion/comment/82004457#Comment_82004457

Hi, No i added vat onto the unit rate from my bill and it was higher than what my online tariff said. Gas : 5.98 per kwh online account and 6.31 per kwh from bill, Electric 19.48 per kwh online account and 22.99 per kwh from bill. All rates are inclusive of vat.

GlitterMedusa

I'm also struggling to understand.OP could you give some figures please?

BG did pass on the savings from the removal of the green levy thing on April 1st to customers on fixed rates, so could this be it?

Edit: got sidetracked between starting to type and actually posting, I see there's now figures given!

Ildhund

@talski43 wrote:

Gas : 5.98 per kwh online account and 6.31 per kwh from bill, Electric 19.48 per kwh online account and 22.99 per kwh from bill. 

The lower rates are net of the reduction applied to all tariffs from 1 April by virtue of the removal of some policy costs. Electricity unit rates were reduced by 3.51p/kWh, gas unit rates by 0.33p/kWh. 22.99 - 19.48 = 3.51, 6.31 - 5.98 = 0.33. The online account hasn't been updated to reflect these reductions.

talski43

https://forums.moneysavingexpert.com/discussion/comment/82004611#Comment_82004611

Hi, That would explain the difference. Its actually they other way round, The online account is showing the lower numbers and i'm looking at my last 1/4ly bill which only runs upto 2nd march. Just shows you what these call centers know at BG as they told me that there was an issue and gave me £100 compensation… win win i would call that.

Thanks for all your help.

GlitterMedusa

Your next bill will show one rate until March 31st and then the cheaper one from April 1st. So in the end both the bill you have and your online account were correct! Enjoy your extra £100 😁

Oh and I've found BG Retentions really easy to deal with, so if you find a better deal somewhere else, give them a call and see what they can offer you to stay with them