Energy company debt

[spongebob59]

Do energy companies charge interest on.debt ?

Mum's account has run up about 3K in debt and they've upped her D D but is it worth just pay g it off?

 

[Robster59]

When we moved house, British Gas were useless at changing the account to us, and it took 3 months for us to get the account set up so we finished up three months in arrears. We did get some compensation (£125) but we had about £500 in arrears. They haven't charged us any interest but I upped my DD to pay off the arrears and it should be cleared next month. I would suggest you get on to your gas supplier straight away. Explain the situation and explain that your mother is a vulnerable person. Lay it on thick and say that you are surprised that it was allowed to get like this. Talk about taking it to the Ombudsman (you can't actually do this till the gas supplier is unable to resolve the dispute to your satisfaction or within a reasonable time, but it's worthwhile firing a shot across their bows). The important thing is to be polite but firm. And persistent. And keep records of every bit of correspondence. I did this so thankfully had something to pass on to the Ombudsman. I even could show them a copy of the call history with British Gas. Ask them to make sure that they have made notes every time you speak to them, but be prepared to speak to a different person every time you call, and discover that there are no notes on the system despite their assurances.
Sorry if this is a bit long-winded, but as somebody who has encountered the incompentencies that is British Gas "customer service", then it's best to be forewarned and forearmed.
Good luck.

 

[spongebob59]

I did try and call them this afternoon but I was 99th in the q

 

[rulefan]

Write to them @
British Gas
Complaints
PO Box 226
Rotherham
S98 1PB

 

[Crazyface]

Write to them @
British Gas
Complaints
PO Box 226
Rotherham
S98 1PB

I think this is the better option. You then have time to collect your thoughts on how to play this to get the result you require.

 

[SteveW86]

I’m in a long running dispute with BG over our electricity usage since September 2021. We suspected a faulty meter and it took a year for them to come out and test it despite endless complaining and comparisons against the previous 4 years we have been in the house, when they eventually came out the meter was over reading by 85%, so you can imagine the effect that had on our bills.

I’ve found the quickest way to speak to someone is via their online chat system, then you can save the transcript to keep with your records. I do also echo the comments that even when they say something, it won’t happen.

 

[SocketRocket]

British Gas are not fit for purpose, their customer service and care is absolutely appalling. I had a very protracted problem with them that really could have been resolved quickly if they had been prepared to listen to me and fix a metering issue that should have taken weeks to fix instead of years. I ended up having to take the matter to the Ombudsman who after investigation fined them, had them compensate me, they even refunded me three years electricity payments as an apology.

 

[SteveW86]

British Gas are not fit for purpose, their customer service and care is absolutely appalling. I had a very protracted problem with them that really could have been resolved quickly if they had been prepared to listen to me and fix a metering issue that should have taken weeks to fix instead of years. I ended up having to take the matter to the Ombudsman who after investigation fined them, had them compensate me, they even refunded me three years electricity payments as an apology.

Our case is with the ombudsman now, will be interesting to see how it plays out.

BG rejected my suggested method of recalculating our bill, so they’ve lost that chance.

 

[PJ87]

Our case is with the ombudsman now, will be interesting to see how it plays out.

BG rejected my suggested method of recalculating our bill, so they’ve lost that chance.

see now I had an issue with some usage from octopus when my meter was offline for 4 hours (consumer unit upgrade) they billed me for a normal day £9 odd (ie all my usage at the gov cap) rather than when my usage was (during my 5.5p cheap rates into my battery) .. but they hide behind their terms of the beta tariffs saying "as we couldnt get all 48 half hour readings you will be billed at the current flexible rate" which narked me just because if you are going to bill me least do it at my fixed day rate which was 14p day.. and the fact they had all the evidence that it was there and could see when my meter came back online that no extra electric had been used etc

I raised with their complaints team and they instantly credited me the full amount as even though its within their rights its utterly ridiculous when they have all the evidence to prove when it was used

i see sometimes better deals for ovo for example atm tiny bit better but I just refuse to leave right now as its not worth having that poor customer service you open up to with other companies

 

[SteveW86]

see now I had an issue with some usage from octopus when my meter was offline for 4 hours (consumer unit upgrade) they billed me for a normal day £9 odd (ie all my usage at the gov cap) rather than when my usage was (during my 5.5p cheap rates into my battery) .. but they hide behind their terms of the beta tariffs saying "as we couldnt get all 48 half hour readings you will be billed at the current flexible rate" which narked me just because if you are going to bill me least do it at my fixed day rate which was 14p day.. and the fact they had all the evidence that it was there and could see when my meter came back online that no extra electric had been used etc

I raised with their complaints team and they instantly credited me the full amount as even though its within their rights its utterly ridiculous when they have all the evidence to prove when it was used

i see sometimes better deals for ovo for example atm tiny bit better but I just refuse to leave right now as its not worth having that poor customer service you open up to with other companies

Using our meter readings, the problem with our meter dates back to Sept 2021. In the 3 years prior to that we used an average of 5.43 units a day, since we had the new meter fitted in March we are using an average of 4.05 units. I suggested we recalculate the bills based on the 5.43 units figure, as that preceeds the date we have both agreed the meter fault started. They have said thats impossible.

Following the Sept 2021 date the faulty meter is showing we have used on average 14.1 units per day.

Looking forward to seeing how it plays out.

 

[PJ87]

Using our meter readings, the problem with our meter dates back to Sept 2021. In the 3 years prior to that we used an average of 5.43 units a day, since we had the new meter fitted in March we are using an average of 4.05 units. I suggested we recalculate the bills based on the 5.43 units figure, as that preceeds the date we have both agreed the meter fault started. They have said thats impossible.

Following the Sept 2021 date the faulty meter is showing we have used on average 14.1 units per day.

Looking forward to seeing how it plays out.

so let me get this correct you are offering to basically overpay by what 1.4kw a day roughly for the time in question and they are saying no? lol what the hell.. they should bite your hand off

 

[SteveW86]

so let me get this correct you are offering to basically overpay by what 1.4kw a day roughly for the time in question and they are saying no? lol what the hell.. they should bite your hand off

Correct, its for the 525 days that run from the agreed date that the fault started, up until we had a meter accuracy test and the new meter installed. I suggested the 5.43 units figure rather than 4.05 as that included winters where we will use more electric.....I thought this was a fair solution as it was based on facts.

 

[PJ87]

Correct, its for the 525 days that run from the agreed date that the fault started, up until we had a meter accuracy test and the new meter installed. I suggested the 5.43 units figure rather than 4.05 as that included winters where we will use more electric.....I thought this was a fair solution as it was based on facts.

That seems a very very fair solution to me. You overpay (possible) for those days .. can't believe they turned it down tbh

 

[SteveW86]

Energy Ombudsman results are in, and surprise surprise they are siding with us. They have suggested approx £500 to us as a goodwill payment for the poor service we have received and also told them to recalculate the bill by taking the false figures and removing 85% of the cost, which should see us in a healthy credit for the forseeable future if we decide not to just have it paid back to us.