Trouble with British Gas...

edited 30 November -1 at 1:00AM in Energy
17 replies 1.3K views
Phoenixuk_3Phoenixuk_3 Forumite
4 Posts
edited 30 November -1 at 1:00AM in Energy
Hello, can anybody advise us please..?

Last May - we moved out of our home, made note of all our final meter readings and then in June - rang them through to British Gas moving house contact number. We had dual fuel tariff so an advisor took my gas and electric meter readings and said we would receive a final invoice. As we are good payers - I was not unduly worried.

12 months later - we still have not received a final bill, we have had letters (threatening) from Debt collectors (who I duly rang and explained, to no avail). I have rung British Gas many times now - tried to cooperate - it became obvious the 1st chap failed to put my final readings on their system.
They admitted that. It's not we will not pay but cannot until we get the final invoice.

I have now spoken to 5 different staff members - all apologising but nothing changes - we only owe approx £30 on the electric and a nominal amount for the gas! They say we owe £290 for the gas (rubbish). We have proof of payment on that.

I feel after all my phones calls to them they should be ashamed and negate their bill. I feel that I will be visiting a solicitor to take further advice, but why should I pay for that too? I have been harrassed and upset by all this.

Is there anything I can do - also to stop British Gas bullying other genuine people? Any replies welcomed, the gas ombudsman for example ...?

Thanks for reading this

Phoenix in Cornwall
«1

Replies

  • Night-owl_6Night-owl_6 Forumite
    858 Posts
    Phoenixuk wrote: »
    Hello, can anybody advise us please..?

    Last May - we moved out of our home, made note of all our final meter readings and then in June - rang them through to British Gas moving house contact number. We had dual fuel tariff so an advisor took my gas and electric meter readings and said we would receive a final invoice. As we are good payers - I was not unduly worried.

    12 months later - we still have not received a final bill, we have had letters (threatening) from Debt collectors (who I duly rang and explained, to no avail). I have rung British Gas many times now - tried to cooperate - it became obvious the 1st chap failed to put my final readings on their system.
    They admitted that. It's not we will not pay but cannot until we get the final invoice.

    I have now spoken to 5 different staff members - all apologising but nothing changes - we only owe approx £30 on the electric and a nominal amount for the gas! They say we owe £290 for the gas (rubbish). We have proof of payment on that.

    I feel after all my phones calls to them they should be ashamed and negate their bill. I feel that I will be visiting a solicitor to take further advice, but why should I pay for that too? I have been harrassed and upset by all this.

    Is there anything I can do - also to stop British Gas bullying other genuine people? Any replies welcomed, the gas ombudsman for example ...?

    Thanks for reading this

    Phoenix in Cornwall

    http://www.energywatch.org.uk/


    Try contacting http://www.energywatch.org.uk/

    They can help and investigate enegry suppliers
    DELETE ACCOUNT.

    NO LONGER WANTED

    DELETE ACCOUNT

    Due to certain users I no longer wish to use this forum
  • As above - contact Energywatch to try and resolve. I had a similary problem a few years ago - contacted Energywatch and they were able to escalate the problem with my supplier. It was amazing how quickly the supplier backed down - from what I can gather if you complain directly to your supplier it is dealt with in an entirely different manner to raising an energywatch complaint.

    Try this and if no joy got to plan B.
    Mortgage when started October 2011 : £94,134

    Total mortgage balance Mar 2016 [STRIKE]£78,417[/STRIKE] [STRIKE]£77,523[/STRIKE] [STRIKE]£76,181[/STRIKE] £72,001
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  • Hello again,

    This is the first time I have ever tried a forum like this - have been really pleased with the comments and I will take the advice given.

    Wish me luck!

    Phoexnix
  • Hello again,

    This is the first time I have ever tried a forum like this - have been really pleased with the comments and I will take the advice given.

    Wish me luck!

    Phoexnix
  • StinksterStinkster Forumite
    24 Posts
    Sorry to hear of your problems.

    The reason why going directly to energywatch works well is that each case energywatch bounces to an energy supplier costs that company around £330.00. Each energywatch referral counts as a black mark against the energy supplier in question for the purposes of number of complaints. This is before any adjustments, allowances etc are factored in.

    The energy supplier's each have a specialised team which deal with energywatch referrals usually consisting of their most experienced staff with steamlined processes to resolve complaints. This is why customers now are very quick to send complaints straight to energywatch, as it usually gets results guaranteed. This skips the whole offshore level of poor service.

    If you have a British Gas complaint you can also send full details via email of the complaint to this address [EMAIL="account.management@britishgas.co.uk"][email protected][/EMAIL]. This is another high level team that deal directly with complaint resolution based in Leeds.

    Good Luck getting your problem solved.
  • CardewCardew Forumite
    28.6K Posts
    Part of the Furniture 10,000 Posts Name Dropper Rampant Recycler
    ✭✭✭✭✭
    Phoenixuk,

    The main lesson to learn is that you should not telephone. Put it in writing!

    We all make that mistake initially - but learn!!!

    When you phone it goes to a call centre and essentially the operators there are not interested in 'problems'.

    P.S.
    If you go to 'edit' you can delete your duplicate post.
  • dellxpsdellxps Forumite
    251 Posts
    Hi,

    just a quick question relating to the energywatch referral. I work for an energy supplier and there are a few customers who i feel have no reason to go to Energywatch, yet still do.

    For example i had a customer that complained there bill was ridiculously high, it has been billed to actual reads, they were on the correct tariff that they chose, there bills hadn't been estimated for a long time and even after i'd manually checked the bill for them AND booked a meter accuracy test which proved the meter was ok they still weren't happy and went to energywatch.

    I explained the extra consumption was probably due to the fact an extra person had moved into the property but the custmer wasn't having it.

    From my point of view i'd done everything possible and there was nothing else i could say. I offered a payment plan which was rejected and the customer went to energywatch. I don't know what the outcome of this was as i'd done my bit and am not meant to go into an account for no real reason.

    My question (finally!) can energywatch reject a customers complaint? The majority of the time i know customer's complaints are fair but in this instance i feel that it was just a customer being awkward for the sake of it.
    Do Energywatch have to count every single complaint even if they think the supplier (on the rare occasion!) is actually in the right?

    long post and hope that makes sense!
  • StinksterStinkster Forumite
    24 Posts
    Energywatch don't always accept that a problem which has occurred is the energy supplier's fault. They generally ask that a customer has approached the energy company directly in the first instance and allowed at least 10 working days for a suitable response.

    When energywatch receive a customer complaint they open an initial contact with the energy supplier asking for their input. If the case is simple and the energy company admits its due to their error then they make a promise to resolve the complaint directly with the customer.

    If the case is disputed by the energy supplier as not being at fault then enerywatch will want to receive a summary of the problem before deciding whether to contact the customer and reject their complaint.

    Some examples are customers expecting huge compensation payments for receiving estimated bills, or something equally trivial. These kind of spurious complaints are rejected by energywatch. So where energy companies can show they have attempted to be reasonable and helpful as in your example the complaint would likely be rejected.
  • dellxpsdellxps Forumite
    251 Posts
    Thanks for that Spinster, seems like a really fair way of doing it.
  • barnaby-bearbarnaby-bear Forumite
    4.1K Posts
    Phoenixuk wrote: »
    Hello again,

    This is the first time I have ever tried a forum like this - have been really pleased with the comments and I will take the advice given.

    Wish me luck!

    Phoexnix
    Keep your phone bills showing you tried to call them, where a reasonable attempt to be billed was made, BG will not be allowed (Although they can ask) to demand payment for fuel supplied more than 12 months ago (this cut off was bought in in July 2007).

    Energywatch definitely the way to go.
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