British Gas Credit Not Refunded

DavidWFC

Hi all - I'm a customer of British Gas, I have built up a credit of just over £2300 in credit. When my bills went up in the energy crisis to £250 per month, I kept it at that level which is why the funds have built up.

I have contacted British Gas three times to request that £2000 is refunded to me but they keep promising that it is being processed but it's been over 2 weeks with no refund. Is this allowed?

luci

https://forums.moneysavingexpert.com/discussion/6673681/british-gas-credit-not-refunded

No, it's not allowed. If you are in credit, the supplier must refund it on request, as long as there is no good reason why they should retain it. They ar likely to retain one month's DD.

I would have expected a refund to be processed within 2 weeks or soon after. Have you asked them for a date when the credit should be refunded?

Why did you choose to give BG a free loan? I can understand not wanting to go into a deficit, but you could have been earning interest on that £2300.

QrizB

Is this allowed?

Yes. Despite what the previous reply says, it is allowed. They will be checking how your account came to be in credit by this much.

Have you checked your recent bills and read your own meters? Are the bills accurate, and do the meter readings match the ones you've taken yourself?

Or do your recent bills use estimated readings? Are meter readings missing altogether?

DavidWFC

The "free loan" was because when my bills raised to £250 during the price surge I struggled to afford it but adjusted to it so I retained that amount to prevent being in that position again.

My meter readings are fully updated and they have recently produced a bill.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/82045515#Comment_82045515

Smart meter or non-smart? Did the bill show actual or estimated?

luci

https://forums.moneysavingexpert.com/discussion/comment/82045448#Comment_82045448

I misread the question. I though the OP was asking if the supplier holding on to the credit was allowed, not the length of time it was taking to get a refund. I really shouldn't post when I'm over-tired.

p00hsticks

I'm surprised that BG let the balance get up that high, assuming that the OP is paying by monthly direct debit rather than Standing Order - I've found that they regularly review the amount we are paying and adjust it up or down as they see fit (giving us advance warning that they're going to do so, of course).

Bigphil1474

OP, worth checking that both the gas and electric are correct as BG do them as separate accounts. Particularly the gas, as the gas meter is the most likely not to send readings.