British Gas Complaint - dragging on and on - any advice??

dk67

Hi

Previously with British Gas. Disputed huge rise in electricity bills after new meter installed 2 years ago.

We cancelled the direct debit (as this suddenly increased from £30pm odd to £140 :eek: ). Obviously BG continued to bill - we changed provider due to their complete lack of care and have a disputed remaining amount due to them of just over £500.

After months of wrangling, BG finally sent someone to test the meter. He told us it was faulty and seemed to be running too fast. He said we would get a copy of his report for BG.....

Months passed and no report was received despite many attempts to chase. We were still getting high bills with our new provider NPower...

Finally NPower got involved for us and contacted BG, who agreed to fund another meter check (9 months had passed since the first). The week before the check I wrote recorded to BG complaints and asked for a copy of the original report before the check or I would not be happy to let the engineer in.

For once, they answered quickly, not with a copy of the report, but a few lines quoted from it stating that the meter was running SLOW!!!:mad:

This is not what we had been told by the meter man. Where was the actual report copy?

Anyway, the meter engineer arrived, recognised us, said he remembered the meter was running too fast and said there was no point checking it again. He changed it for a new one straight away.

I thought that would be an end of the problems but...BG say they cant test a meter after it has been removed from the home. They wrote and said I should phone them the following week (exactly 1 month after the new meter was installed) and give a reading. This will be used for the new bill.

1. We now have my son back home using more elec, a new heating system and other appliances.
2. Are BG correct that they cannot retest the meter?
3. Have BG acted correctly?
4. Any suggestions?

Energywatch have written back to me asking for proof that my complaint has been ongoing for more than ?6 weeks. I have sent proof that it has been over a year but have had no answer yet.

BG previously began sending debt collectors. I argued that the account was in dispute and BG apologised and stopped this action. I have now begun to receive bailiff threats again...Help?

PS - sorry I didnt realise what a terribly long and boring post this is!!!

Terrylw1

Hi,

Ok, BGas first off has messed up here. They cannot send anyone out to your meter after you have switched. They would have de-appointed their agent and they knew that any test would be void! After a test the meter is replaced and the engineer did not do it? Why? Most likely because he knew he should not have even been in your property unless your current Supplier (Npower) had requested it.

No testing can be done after the meter has been replaced, but it's irrelevent in the resolution of you issue. Your meter just needs to have been tested and replaced by Npower. However, they then need to recalculate your bill to correct their side.

Once the have done this, they need to get their opening change of supply reading to something lower. They then get the reading sent to Bgas who just adjust your final bill.

This would naturally reduce your bill on both sides and it the correct way to resolve it.

Good luck with Npower though, they tend to refuse to recalculate the bill thesedays in an attempt to overcharge you. Don't accept this! For a start it will prevent you from getting a lower final bill from Bgas.

dk67

Hi Terrylw1,

Good advice regarding the change of provider. No wonder the meter engineer seemed quick to change the meter and not retest!

BG called for readings today, I gave these but ensured I explained that we have another son at home now and further appliances than the period in question.

BG later left message to say they have worked out the correct 'resolution' to our complaint and this is in the post ......

I await with interest...!

Thanks again for taking the trouble to not only answer but also plough through my long long post!

Terrylw1

Good luck with it then.

BGas should just rebill you based on your new Supplier's replacement opening change of supply region. Be very careful with that because you might get billed twice for energy by each Supplier. So, you must make sure you closing reading fom BGas is either less than or equal to your new Supplier. If there is any overlap, you have been charged twice.

If BGas attempt to anything other than align with your new Supplier, they are incorrect again!