British Gas Billing Nightmare

rpmum01

Back in May this year I noticed that my balance with BG was £3,500 in credit, intrigued I checked my May statement and it indeed said my electricity account was that much in credit. I checked the statement and noticed that the readings didn't look right, so we took a meter reading.

In the meantime I noticed that the bill dated back to the start of the contract in 2021 to date and the meter readings from then until now all started with a 2**** and the reading I took from the meter started with a 4. All previous bills before then were actuals that i had provided.

I did a live chat and I explained that the meter reading they have is incorrect and it should start with a 4 and gave them the reading along with a picture.

They told me the reading they have is correct and it came from the meter but they would look in to it for me but heard nothing.

I then got June's statement and again it was the same, so I emailed and I argued that the readings were incorrect and that they didn't in fact owe me £3,500 but they insisted they did, even with the pictures of the meter. I then got July's statement, so I again went on live chat and explained that the meter readings are incorrect and that they don't owe me this money, but again they insisted that the readings they have from the meter are correct. I took pictures and sent them as proof but they said that it wasn't from the correct screen on the meter, I said it was the only screen with a number anything like a reading on. I told them you send someone out to read it or give me a refund but only on the understanding that you are insisting that its correct. They said i could have a refund.

They have now issued a refund, therefore if i switch away will they realise their mistake and ask for this money back, even though i have had 3 different agents tell me the meters are smart meters and that everything is correct and i can be assured that it's all right, despite my insistences that they aren't.

I will be keeping the money to one side just in case.

QrizB

Welcome back to the energy forum after a decade away!

Do you have smart meters, or are they traditional ones? Are the 2xxxx readings on your bills shown as estimates?

Does the serial number of your meter match the serial number printed on your bills?

Are you on a single-rate tariff or a dual-rate one like Economy 7?

Robin9

CAn you share that photo with us please.

rpmum01

Hi QrizB

The readings that start with a 2 are stated as actual readings. Yes the serial numbers all match.

We are on a Fixed Rate Dual Tariff - not economy 7. The gas readings are all correct going back to the start its just the electricity for some reason.

Thanks

QrizB

OK, that's all very odd.

Could you share a photo of your meter? Ideally one taken when its displaying the 4xxxx reading?

rpmum01

Hi QrizB

It won't let me upload a picture unfortunately, its saying validation failed.

QrizB

https://forums.moneysavingexpert.com/discussion/comment/82101683#Comment_82101683

That's a shame. It might be because you're still new.

It's a little bit more complicated but if you save it to a photo-sharing site - somewhere like https://www.imgbb.com - you can then post a link here that takes us to your photo.

RelievedSheff

We are having exactly the same problem with them.

rpmum01

https://forums.moneysavingexpert.com/discussion/comment/82101697#Comment_82101697

Ok i'll try this later when i'm home