Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • wigwam12
    • By wigwam12 7th May 18, 11:42 PM
    • 70Posts
    • 3Thanks
    wigwam12
    Need Help with a massive British Gas Error Please
    • #1
    • 7th May 18, 11:42 PM
    Need Help with a massive British Gas Error Please 7th May 18 at 11:42 PM
    HI
    I manage the energy bills for my elderly parents with tariffs etc
    I had a rude awakening recently with a massive hike in direct debit for gas from 47 to 234 in April.
    I then looked at the usage history etc and there is a HUGE spike in July and then even bigger in September and October suggesting 1900 gas usage per month those 2 months.
    This is for a 3 bed mid-terrace with 2 elderly people with no change in usage
    I can't even get a quote based on the annual usage they are stating as the calculators say that amount to commerical usage.

    You can see from the attached payment schedules they already reversed one incorrect usage level in September (I didn't spot this as payments did not change but there there is still this big additional alleged usage bill.
    Their smart meters were updated in Nov and then in Dec when the first new one was faulty and the only reason I had kept them on BG was so that they did not have to pfaff around with sending readings

    I have made a placeholder "you have made a mistake" but they have not bothered to respond yet 7 days later

    Will need to escalate this quickly but advice on how to proceed appreciated
    Below is the link to the screen shots of what I have said above

    https://imgur.com/a/4cg3SQi
Page 1
    • spiro
    • By spiro 8th May 18, 9:12 AM
    • 5,975 Posts
    • 2,860 Thanks
    spiro
    • #2
    • 8th May 18, 9:12 AM
    • #2
    • 8th May 18, 9:12 AM
    Ignore the pretty graphs, what are the various meter readings?

    Does the meter and bill both say them meter is ft3 or M3?
    IT Consultant in the utilities industry specialising in the retail electricity market.

    4 Credit Card and 1 Loan PPI claims settled for 26k, 1 rejected (Opus).
    • PennineAcute
    • By PennineAcute 8th May 18, 9:34 AM
    • 177 Posts
    • 80 Thanks
    PennineAcute
    • #3
    • 8th May 18, 9:34 AM
    • #3
    • 8th May 18, 9:34 AM
    It seems that is issue started around the time they were swapping your meters over.

    As the OP says, is your bill showing cubic feet or cubic meters?
    • D_M_E
    • By D_M_E 8th May 18, 9:41 AM
    • 1,819 Posts
    • 64,902 Thanks
    D_M_E
    • #4
    • 8th May 18, 9:41 AM
    • #4
    • 8th May 18, 9:41 AM
    Could be reading the meter as a cubic foot one when it should be cubic meters, which would make the bill about 2.8 times what it should be, or more likely given your figures they are taking the Kwh reading as the cubic meter reading which would make the bill about 11.2 times what it should be.

    You need to raise a formal complaint with them about this.
    • Cardew
    • By Cardew 8th May 18, 10:12 AM
    • 27,462 Posts
    • 13,456 Thanks
    Cardew
    • #5
    • 8th May 18, 10:12 AM
    • #5
    • 8th May 18, 10:12 AM
    Surely a smart meter only measures in cubic metres!
    • wavelets
    • By wavelets 8th May 18, 10:19 AM
    • 263 Posts
    • 106 Thanks
    wavelets
    • #6
    • 8th May 18, 10:19 AM
    • #6
    • 8th May 18, 10:19 AM
    ...

    I have made a placeholder "you have made a mistake" but they have not bothered to respond yet 7 days later

    Will need to escalate this quickly but advice on how to proceed appreciated
    ...
    Originally posted by wigwam12
    The supplier is allowed 8 weeks to investigate and resolve any complaint.

    Give it another 7 weeks and come back then if still not resolved.

    If you are concerned about the proposed increase in monthly payment, I'd suggest you give the supplier a call and explain your concern, and ask to stay any increase until such time as they resolve your current complaint.
    • D_M_E
    • By D_M_E 8th May 18, 10:32 AM
    • 1,819 Posts
    • 64,902 Thanks
    D_M_E
    • #7
    • 8th May 18, 10:32 AM
    • #7
    • 8th May 18, 10:32 AM
    As far as I know, smart meters measure in cubic meters but I think they also show readings in Kwh but I'm not sure about this.

    If they do store Kwh readings then given the figures quoted by the OP this would suggest either a leak somewhere - there have been reports on the forum of incorrectly fitted meters which have been left with a gas leak being registered as consumption by the meter - or the Kwh reading being sent to the supplier in error.

    That's if they do store the Kwh reading but as I said I'm not sure if they do, but it does seem to suggest this is what is happening from the OP's figures.
    • wavelets
    • By wavelets 8th May 18, 10:48 AM
    • 263 Posts
    • 106 Thanks
    wavelets
    • #8
    • 8th May 18, 10:48 AM
    • #8
    • 8th May 18, 10:48 AM
    OP - you refer to charges being reversed.
    What's the story behind this?
    I see they did indeed reverse about 2300 of charges ... but replaced them with over 1000 charges.

    And even after the 2300 were reversed (and before the 1000+ replacement charges), the account was already owing 100, and that was inm September, at the end of the summer and going into the expensive winter period.

    Bottom line ...47 pm is obviously not covering the costs being incurred.

    Time to start explaining to your parents how you have been "managing" their energy bills.
    • wigwam12
    • By wigwam12 8th May 18, 10:56 AM
    • 70 Posts
    • 3 Thanks
    wigwam12
    • #9
    • 8th May 18, 10:56 AM
    • #9
    • 8th May 18, 10:56 AM
    OP - you refer to charges being reversed.
    What's the story behind this?
    I see they did indeed reverse about 2300 of charges ... but replaced them with over 1000 charges.

    And even after the 2300 were reversed (and before the 1000+ replacement charges), the account was already owing 100, and that was inm September, at the end of the summer and going into the expensive winter period.

    Bottom line ...47 pm is obviously not covering the costs being incurred.

    Time to start explaining to your parents how you have been "managing" their energy bills.
    Originally posted by wavelets
    Noted - with thanks. Ensuring they are kept on the best tariffs is probably more accurate rather than watching consumption etc.
    I have no problem with their usage increasing as they have moved from the traditional timed heating to demand by thermostat and its needed some playing around.

    Even so there is a world of difference Id have thought between 100 owed over a quarter vs 1900 incurred in a month?

    Appreciate all the input so far - Ill go check the meter units and see what that shows as a starting point
    • wigwam12
    • By wigwam12 8th May 18, 10:58 AM
    • 70 Posts
    • 3 Thanks
    wigwam12
    OP - you refer to charges being reversed.
    What's the story behind this?
    I see they did indeed reverse about 2300 of charges ... but replaced them with over 1000 charges.

    And even after the 2300 were reversed (and before the 1000+ replacement charges), the account was already owing 100, and that was inm September, at the end of the summer and going into the expensive winter period.

    Bottom line ...47 pm is obviously not covering the costs being incurred.

    Time to start explaining to your parents how you have been "managing" their energy bills.
    Originally posted by wavelets
    Re charges being revered - I genuinely have no idea. Because there was no change in the monthly direct debits I was not even aware of this as I otherwise had no need to go in and look at the account. We had no correspondence about it and I only saw it when investigating the current 6-fold hike.
    • wigwam12
    • By wigwam12 8th May 18, 11:00 AM
    • 70 Posts
    • 3 Thanks
    wigwam12
    *reversed not revered!
    • Hengus
    • By Hengus 8th May 18, 12:39 PM
    • 6,138 Posts
    • 3,927 Thanks
    Hengus
    Reversing charges is the mechanism that some suppliers use to re-calculate a bill when the actual meter reading provided is less than a reading that has been estimated. If I was doing the sums, I would want to know the readings on the meters taken out and the start readings on the meters put in. There is always the possibility that the supplier has used the start reading of the new meter and estimated a reading based on the meter taken out.
    Last edited by Hengus; 08-05-2018 at 1:31 PM.
    • wigwam12
    • By wigwam12 9th May 18, 7:37 AM
    • 70 Posts
    • 3 Thanks
    wigwam12
    Mind you the reversal was in September and the meter was changed in December
    • wigwam12
    • By wigwam12 25th May 18, 9:42 AM
    • 70 Posts
    • 3 Thanks
    wigwam12
    Apologies for the delay here but ongoing help appreciated.
    So in the interim I have checked and yes meter submits in M3 not KWh
    There is a sticker on it dtaed 04/12/17 showing old reading 0126 and new reading 99999
    BUT last smart meter was 14/8 of 14000 and then an estimated reading on 16/11 of 15000 but the day after it read 99999 before the 3rd Dec 0126 read
    I am pretty sure there was 1 gas meter change during this period before the 2nd one on 4th dec to explain the 2 9999s but I have no record of this just a vague memory of them needing to rechange the new gas meter for some reason.


    I also received this response from BG just this morning:
    "Im sorry you received a very high bill and for the delay in my reply.
    Ive checked your bill for the period 16 June 2017 to 16 November 2017 and I see that there was a high usage of 2008 units during 16 June 2017 to 17 August 2017 leading to a bill of 1327.06.
    This may happen if an appliance left on or kept on standby mode. The readings wed received were from the smart meter. Also, there was a meter exchange done at the property after which the readings were consistent. "



    This doesn't acknowledge or explain why they had to reverse the charges.
    It also assumes the new high readings are correct but the only gas appliances they have are a combi boiler and a gar cooker and neither explain commercial levels of usage in those 3 months.


    Would be grateful for tips on how best to proceed from here please

    • wigwam12
    • By wigwam12 14th Aug 18, 12:55 AM
    • 70 Posts
    • 3 Thanks
    wigwam12
    I thought it might be helpful to update this thread?
    Spoke with BG who have looked firther into the complaint. They seem to suggest they are not sure how the error occured - likely faulty meter
    So they have worked out averaged usage based on previous couple years and the past 6 months and net effect reduced the alleged arrears by a further 930 net dating back to Sept 17.
    Will awake the actual breakdown figures but I think it is a reasonable response. Still leaves about 400 on the account
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

123Posts Today

2,073Users online

Martin's Twitter