Guys. I would be VERY grateful if anyone can help me to get this ncompany to actual address my complaints. I am very unwell at the moment (putting it mildly) and this business is just making me scream with frustation. Here we go: In November 2015 I moved to my new home. On searching online, British gas offered the best dual fuel package at the time (Collective fix November 2016) which I signed up for with payment by direct debit. I supplied them with the meter readings that we took the moment we opened the door to the property and by pure luck, the meter reader from Eon knocked on the door literally moments after we got inside, so we had him check the meter readings too as it was at that point supplied by Eon. In December we had and paid the final bill to Eon. The meters are both smart meters which happen to have been supplied by British Gas and thus British Gas could get the readings at any time they wanted. We received a first bill in February that had the wrong readings. I rang them and they apologized, taking the same correct readings I had given them in November and said they would send another bill. They duly did and it was wrong again. Same process and they sent a third which was wrong yet again. They kept using the gas reading for the electricity and vice versa. They finally got it right on the forth bill in April and compensated me by £100. From April (when they finally got the readings correct) to October they took not a single payment at all. They did not send me any bill by post, email or on the online account which I checked regularly. In September I noted the readings and the accumilated costs online, at which point it said next bill due in October. I waited for October and on 6th I looked again to see the bill was due on January 4th 2017! This would have been a year after the last bill and 2 months after the contract expired. I am one of those people that WILL shop around for the best deal each year. Noting what the accumilated balance was I paid there and then by card online and I rang BG to complain about the lack of billing. They then generated a bill on 7 October (the day after I paid and complained). I had by now started looking for my next supplier and as I had just paid and would be leaving BG by 30 November chose not to pay a one day bill but to allow that to accumilate to the final bill. I raised a written complaint with British Gas asking them why they had not builled me or taken any payments since February. In their first reply a week later I was told that they did bill me on 7 October. You get the picture and where this is heading. Long and short is that their complaint handler has so far taken an everage of 9 days to reply and when he does it is always a generic reply telling me he will contact me by (date) and then repeats that a week or so later again and again. Meantime I received an email form a company I had never heard of asking me to complete a survey about British Gas. I did not, but contacted British Gas to raise a further complaint about them passing my private details to a thrid party without my permission. In a nutshell, British Gas has failed to address ANY of my complaints and have today sent me a stroppy demand for their final bill in which they threaten to add £18 if they choose to pass the buill to debt collectors. I am FURIOUS. I feel that until they address my complaints I should not pay anything. The bill does not adjust for direct debit rates, so is incorect as was the amount I paid already in October. Can someone please help me with this. It is a matter of principal that they have not provided the service they were contracted to do when I signed up and have also breached the Data Protect Act as far as I am concerned.

THOUSANDS of British Gas customers may have had direct debit payments taken twice following an IT glitch. British Gas told The Sun online that less than 1 per cent of customers were affected by the problem. It supplies gas and electricity to over 14million homes, meaning some 140,000 customers could be affected by the fault . A British Gas spokesperson confirmed that a “small proportion” of customers have had direct debit payments twice and that any money taken in error would be refunded. https://www.thesun.co.uk/living/2262624/british-gas-takes-direct-debit-payments-twice-leaving-customers-out-of-pocket/

Hi, Back in Nov 2016 I agreed a business contract with Opus to be my gas supplier in March 2016. I have since found out that Opus had abandoned this contract in December 2015. However they have failed to inform me of this resulting in my supplier at the time "Extra Energy" to move me to a high out of contract tariff. Opus are currently investigating why this contract was abandoned as there seems to be is no clear reason. Is there any action I can take against Opus for not upholding the contract and then failing to inform me of that i no longer had a contract with them? Thank you for your time.

I've lived in my property for a while now, and have never received a gas bill. I did phone up after a few months, as they they also supply my electricty which I had a query about so asked them when I could expect my first gas bill, and I got passed around a couple of departments, eventually spoke to someone who took my details and then put me on hold, and after what seemed like an eternity, eventually gave up and put the phone down. And no bills ever materialised. But now I've received a letter from them addressed to 'The Occupier', which says they 'notice there could be a gas supply at this address' and that it needs to be registered; that they can set up an account for me, but I'm 'free to choose any supplier you'd like'. I was a bit surprised by the somewhat 'laidback' tone of the letter, but then wondered if this was just their way of encouraging people to contact them, before hitting them with a huge backdated bill..... I've contacted the National Grid and now have my MPRN number, but they don't seem to have a record of who the supplier is. Can anyone advise me on what I should do now, and what to expect?

Hi everyone. I was living in a house with friends a couple of years ago and we all had bills in our name but shared the cost. My friend set up the British gas bill in my name through the letting agency and all was fine. I decided to move out as things weren't working out with one of the other people I was living with. Came to an agreement with the estate agents that if my friends sourced someone to take my place in the house everything should fine. When I was moving out I mentioned to the estate agents and my friends that I will close the account, we can pay the bill and they can set up a new one. Estate agent stated that they had closed the account and that the bill would be offset against my deposit etc. Fast forward a couple of years down the line I apply for credit. British gas default on my account for a hundred something pounds? I contact them and explain the situation. They state they were never contacted by anyone and a default notice was served. I am very upset by this and I would like to know what the procedure is for serving a default notice? As I did not receive anything from them. I am very happy to pay the amount but I want to challenge them that the correct procedure was not put in place etc. Anyone have any advice, it would be greatly appreciated.

Elderly parents cold called by British Gas and talked into having Smart Meters fitted with the promise that they could then choose to have free energy either on Saturday or Sunday. Meters duly fitted, told by engineer to call to pick their day, only then are they told they can't have the free energy until they set up an online account. Had they been told that from the outset they wouldn't have bothered as they don't have wifi, don't trust online stuff and are probably beyond learning how to do it now anyway. BG have given them £30 for their failure to mention the online requirement, but they're still disappointed.

I have been a British Gas customer for several years and in several addresses, not because I think they're great, but because 3 house moves ago they failed to provide a monthly bill for 9 months and then hit me with the lot a couple of weeks before that xmas. I spent the next 3 years sufficiently in arrears as a result that I was unable to switch. For a home occupied mainly at evenings and weekends by 2 adults and a teenager I was paying £4-500 per month. We moved house again at the end of July and informed British Gas (again). I was asked to pay a deposit for both new gas and electricity accounts (£125 and £90), was given a sales order number for each account and advised that it may take "up to 2 weeks" to set up the accounts. I have signed in to my online British Gas customer page every week since (nearly 3 months), only to find the same sales order numbers and the new account setup status as "in progress". Until today. There's nothing there. Where have they gone? Why? Who is my energy supplier? Do I even have one??

Hello, Was wondering if anyone could steer me in the right direction please - have gone up against creditors and DCA's before but now I am having to try and deal with British Gas. I live in a very rural area and have been here for approx. 10 years - in all that time British Gas have been to read my electric meter a grand total of 4 times. They have been happy for me to pay a fixed amount over the years increasing and decreasing sometimes and to be honest as the amounts suited me due to income I just continued to pay. a couple of months ago I was shocked that a meter reader turned up then a massive bill was provided to me - I queried it and was told it was correct because a person had read it - I asked if someone could check if the meter was working properly - this request has conveniently been ignored. While this is ongoing I have continued to pay and have paid a higher amount - I have advised BG that I can pay this amount moving forward each month - they have advised cannot accept as not enough and they need to speak with me to come to an arrangement. Any thoughts please as I cannot afford any more at this moment in time. Thank you.

Back in 2014 I agreed a payment plan with British Gas for monthly payments of £40 and £30 for our gas and electric. This continued successfully until April when I asked (as I had missed the previous months payment) if I could increase payments to £50 each per month. I was told that I couldn't as my plans were cancelled as they had not received payments. I had also been told (I hadn't) that I needed to increase payments to £140 and £80 per month. I have an email stating that on 9.4.14 I owed £852.71 for gas and £466.49 electric. At this point it was too late and to try and resolve as BG made us have payment meters added. We agreed £5 per week for both utilities would be taken. Fast forward to January this year I thought I would ask if we could go back to direct debit payment credit meters. I emailed to request this. I have an email from 18/1/2016 which states "I confirm from our records there is no outstanding balance on your Gas or electricity accounts." I was told I would need a credit reference search done with experian and because I know my credit history is poor, I did not pursue this further. We are now selling our house today I emailed BG just to clarify there are still no amounts outstanding. I was therefore shocked to receive a reply saying that I owe £833.07 for gas! Our boiler was not working for a part of this year but even so I cannot believe in 2 years 5 months I have only paid off £19! Apart from the fact I was told in January there was no outstanding debt!! Am I within my rights to ask BG for a statement of account showing all payments made?

Hi, I have been paying off a British Gas account for the past 18 months. I've a dispute going on with regards the amount as they've billed me for an additional 6 months useage despite supplying meter readings when I left the property. They've acknowledged their error and I am currently waiting on resolution. Ialso issued them with a DSAR which has just gone over 40 days so the LBA is in the post today. The values on my Credit File in no way represent the true owed amounts nor have they registered the 18 months of payments I have made. It simply says I am 6 payments behind and have been that way for the past 2 years. Despite the bills being wrong I have no issue with regards me owing a sum to them hence arranging a payment plan however fo the past 18 months I have not received any statement of my account. Are they required to issue me a statement every 12 months to see the status of the account and the amount still owed? Any advice would be appreciated.

Hi, I'm hoping someone can offer some help! (and sorry it is so long - I don't want to dripfeed) In January, I moved into a new build property. I contacted my previous suppliers (SSE) and asked them to move my account over to my new property - a simple process, I hoped. I was wrong! In March they came back to me to say that they couldn't take over my account, as British Gas had me classified as a business address. I then spoke to British Gas Business - advised them that the house is indeed residential, that I wanted it corrected to show this and a bill so I can pay my balance with them before moving back to SSE. They also updated my address, which they had completely wrong. They advised it would take 6-8 weeks in order to change the profile of my address, and for a specialist team to recalculate my bill. Also, that they would freeze my account, and to ignore anything that came through the post from British Gas Business, as the residential team would be taking over. During this time, the letters starting rolling in - a bill of £1500 for 4 months electricity, and letters advising that debt collectors would be coming to the property; that they were disconnecting me in 7 days, that they were adding £100's of charges on my account in late payment fees. During this period, I called BGB, who advised that it was still in process, and that there was a backlog. When I got the letter advising of disconnection, my partner got quite worried, so I called BGB. This time their adviser said that they tried to call me twice on my mobile to advise that I needed to sign a contract before I could be moved over to a domestic profile. As I hadn't answered their calls, they had cancelled my switch. (No letters, emails or voicemails left to advise of this) - the reason I didn't answer is because I work! During this call, I was told I now needed to pay £1750, or they would be continuing with their threats of disconnection and bailiffs etc - despite the fact they were still billing me for business tariffs. When I mentioned that residential prices would leave my bill to be less than half of this, I was told that "You can make an estimate of your bill and pay us that" - surely it's their job to bill me correctly, but never mind! Finally, after asking for escalation to a manager to lodge a complaint, I was told that they would again freeze my account, and pass this to a complaints team to handle - this is when I requested that everything was to be conducted through email only. Over the last couple of days, I have had an email from their complaints team regarding this. They have now moved my profile over to domestic; however will not recalculate my bill unless I sign up to a contract for Electricity with them. Also, they admitted to me that they were informed in February that the property was domestic, but just continued to bill me as a business. What else can I do to get this resolved, other than signing a contract with them? I feel it is grossly unfair to be expected to pay double the amount for my electricity supply, because their systems incorrectly had me assigned as a business. Equally, I don't want to be tied into a contract with a company who have treated me so appallingly.

Problem with British gas. Thinking of sending this letter to BG any thoughts / advice appreciated I have owned this property for approximately 12 years and it has never been habitable for this time. I received bills from Npower for £0 for electric and British Gas for £0 for gas. Because these bills were for £0 I used to simply throw them away. The bills were always addressed to 'The Occupier' My problem is with British Gas. The meter is situated in an outside cabinet, I have no gas appliances and no gas piping, the gas pipes terminate in the meter cabinet. I received a bill from BG on the 31st August 2013 which showed that the actual meter reading was 1412 (same as 10 years ago) and that no gas was used and the bill came to zero (no standing charges ). The next bill I got was dated the 5th August 2015 Which was an estimated reading of 1413 with a total to pay of £176.63. I immediately phoned BG and explained the situation and was clearly told that I should change my supplier to one that didn't have a standing charge and that this bill would be cancelled as I had never had a contract with BG. I did this immediately but then got a letter from BG to say that they had blocked the transfer as I owed them the £176.63. I again phoned BG and spoke with a lady who was extremely rude and told me in no uncertain terms that I was responsible for the bill and should honor my commitments, not being happy with this I asked to be transferred to a supervisor, no supervisor was available but I was assured that a supervisor would ring me back. (I am still awaiting that phone call). Since that time I have Had standing charges added to my account Had extra charges added to my account for a debt visit (£36.00) and an administration charge (£13.00) Been notified that a legal warrant of entry had been obtained and a visit was to be made on the 25th April 2016 to fit a prepayment meter. - No visit was made Been notified that a legal warrant of entry had been obtained and a visit was to be made on the 30th June 2016 to fit a prepayment meter. - No visit was made Threatened again that a legal warrant of entry will be obtained to fit a prepayment meter Questions that I have of BG From the last 10 years bills (2004 to 2013) you should have known that no gas was ever used why didn't you inform 'The Occupier' that you were going to introduce a standing charge. Why do you persist in wanting to fit a prepayment meter when no gas is consumed. Why haven't you looked at my notes and made that phone call that you promised. Why have you blocked my transfer (you could still have pursued me for the debt) instead heaping as much pressure as possible. Why have you escalated the debt from £176.63 (4th August 2015) to £304.25 (8th June 2016)

Recently (in the last two months, June 2016 ) Equifax started recording the payment states of utility companies including British Gas, I have both gas and electric with them. They added a two BG accounts for Gas and Electric going back to August 2014 in June 2016. From August - October 2014, british gas recorded three detrimental months on my file which have had a detrimental impact on my score. I've requested information during this period as I do no recall ever agreeing to pay monthly during this time, I didn't start a direct debit until 2015. They have stated they have no data available that far back or an agreement with me? How can they report detrimental historic information without an agreement or without my knowledge and worst still, no ability to prove why?

On 9th May, a Gas Stove was installed in my house with balanced flue. I live in sheffield, south yorkshire. I paid in full £2500.00 for stove and installation. Now there are issues with the installation are: 1. Wrong Hearth - The hearth they installed is not something that we ordered. There was a gap of almost 4 months between placing order and installation but there was no communication from the installing company. 2. Wrongly Installed - The hearth itself is not installed properly. It is left dangerous pointing upwards from the edges as they used mortar to place the hearth. A bead of silicone would have done the job. 3. Draft Issue - They made a hole in the wall for balanced flue. A day after installation i realised there was a huge draft coming into the house from around the flue pipe. 4. Flue pipe not properly terminated - we were promised the flue pipe will be terminated with stainless steel plate and bird cover. But both of them missing. I've raised the issue with the installers. But they're not willing to own the installation issues. I paid with credit card. I asked my bank to cancel the transactions as I wanted the issue to be resolved via Courts. But the bank asked me for independent report on the faults. All the gas safe engineers i've had since agree there are installation issues but are NOT willing to provide the report in writing as its a professional thing. I'm stuck now. 1. Can anybody please provide some advice who can write such independent report. 2. Do I need to provide an independent report as I thought I can cancel my card transaction as per section 75 of the consumer credit act 1974? I feel the bank itself is harassing me. Regards

http://www.bbc.co.uk/news/business-36674221 But.... and

I am having problems with British Gas. To explain they sent me a bill one month after I moved in that was grossly wrong based on three weeks of use. I sent them a letter correcting this and complaining. I pointed out in this letter too that I was deaf. The response of me being deaf was for them to ask me for a mobile phone number so they could discuss it with me. I paid the bill even though it was out by a huge amount because well,.... it wasn't that much as it related to not much use - about £200 for three weeks use! They failed to adjust the meter readings for the property though despite being supplied them with them in writing, failed to credit my account with the overpayment. Now they have sent me another gas and electricity bill which is even more wrong. They want me to pay £718 on the basis of my meter readings they have guessed as being 24339 for electricity and 14545 for gas. In reality my meter readings are 24073 for electricity and 14038 for gas. How can I actually deal with overcharging where basically they consistently over estimate my use by 100% and fail to adjust even when informed? They won't adjust the previous bill not because I am wrong or because they provide any reason. They don't... it's like it goes in one ear and out of the other. They won't correct the meter readings even though I have supplied them with the correct ones and seem eager to simply overcharge as much as possible.

Hello. I am involved in a long running dispute with British Gas over standing charges. I wanted to see if anyone can clarify the position on what can be done by them to enforce payment. The situation we have is that we have only one gas appliance, a gas fire, that it never used as it is boxed in by stuff, in a very cluttered front room. I cannot remember the last time it was used. British Gas insist that they are obliged to levy standing charges even when we never use gas. They have also seen fit to send a debt collection company to visit me. I should mention that I am a vulnerable customer insofar as I suffered a stroke 3 years ago and my ability to earn has been affected by this. I have explained all this to British Gas several times and they won't budge. The current bill for these charges is around £100. Is there anything I can do to get these people off my back? I have retained the supply as a standby for years but I think it's time to have the supply disconnected once and for all and put an end to all this grief. Any advice would be very welcome. Thanks.

I am trying to close my dad british gas account as he has moved into a care home since my mum died in january, he has a council tenancy and I have cleared the house and elec and gas I have turned off as theres nothing that needs to be run, and the tenancy is about to be ended. I send BG an online enquiry to ask about closing the account, they have said I need a "Court Of Protection" letter, I have no such thing - cant I just write them a letter and my dad to sign it, and include the final meter readings?

Took out a British Gas homecare agreement a few months back and paid a £99 initial call out charge where they come out and inspect/fix your boiler and then you pay £22 a month for a minimum of 12 months. If they don't want to take on a boiler they reserve the right to not take on the agreement after the initial inspection. They took on my boiler and 4 months down the boiler has broken down again. The engineer came out today and advised that the boiler is not worth throwing more money at and cancelled my agreement. When I spoke with British Gas they said that the Ferroli no longer supply the parts but I just got off the phone with them and they have plenty in stock. I think its due to the fact that its gonna cost them £400 for the part. (combustion box) Can they do that mid way through a policy as it doesn't suit them?

Hi everyone, this is my first ever post here so please please be gentle So this is on behalf of my mother and the timeline is as follows: In March this year 2016 mother received a letter from EDF addressed to HOMEOWNER/OCCUPIER apologising for the gas supply being incorrectly transferred to them, and that they were working to transfer this back asap. Mother contacted EDF who assured her that this is an error and that it happens regularly. At this point my mother rang SSE (our current supplier) to ask what was going on. They assured us that there was nothing to worry about and that this was being dealt with. Later in March we had a following letter from EDF again addressed to OWNER/OCCUPIER again apologising for the mistake. The letter stated EDF were not charging us for gas used, the chosen supplier would. A further call was made to SSE who verbally said there would be NO PENALTY and that there would be no interruption to the gas supply. Mother asked for this to be confirmed in writing. End of March - Mother has a letter from SSE - the current energy supplier, apologising and confirming another supplier had erroneously taken over the gas supply of the house at the end of August 2015!!!! SSE wrote that EDF have acknowledged the mistake and returned the supply back to SSE. SSE also stated for the period of time (August 2015 to March 2016) EDF will not be charging us for the gas used. There was no written comment on the letter, regarding the verbal statement on the telephone previously stating there would be NO PENALTY. SSE also wrote that they will continue to bill us from the last meter reading they took as if the supply never left and requested an up to date meter reading. The letter also made us aware that there were no direct debits paid since August 2015 and therefore a meter reading should be provided to enable SSE to adjust the direct debit accordingly. 12th April, we telephoned SSE to speak to the agent who wrote the letter to us. The nature of our complaint was that the letter seemed to contradict the previous verbal conversation where we were told that there would be NO PENALTY. The agent said she would have to seek advice from her manager as we were raised a concern that the content of the letter seems to contradict the previous agents verbal statement (no penalty). An up to date meter reading was also given at this time. Words to the effect of "the account for the gas was cancelled in August 2015" were used and therefore we were refunded approximately £80.00 for cancellation. We were then passed to a complaints advisor/manager who worked out the difference in the meter readings and less the standing charges, the total outstanding was nearly £480.00!!!! I verbally raised objections on the basis that: This series of mistakes was not of our doing. We had notified SSE of the errors as soon as we could act, upon hearing from EDF. That the account for the GAS had been cancelled, therefore if there is no account, how can there be a bill? Mother was NEVER notified of any of this by SSE until we chased and highlighted the issue ourselves. A Direct Debit is the responsibility of the company, not the customer. The complaints advisor had us on a very lengthy hold, then came back to offer a £300 deduction from the outstanding amount they calculated leaving approximate £180 they wish my mother to pay. Today we have had a letter from the complaints manager regarding the erroneous transfer, again apologising for the upset and inconvenience. It details industry regulations regarding the Erroneous transfer processes and again asking for the approximate amount of £180 with payment method to be discussed. Can anyone offer any advice to my mother who is a pensioner, and myself regarding this horrible episode? We do not feel we are liable for any outstanding money on the gas supply as this was all done without our knowledge or consent and we made no applications to change supplier at all. Are we liable and do we owe any of the money detailed above? Is it worth raising a further complaint regarding this, and to whom? We really are not 100% sure where we stand, only that we are not in the wrong for this issue. Many thanks, S.B.

Hi all, I rent a house. My landlady has some issue with Npower an an outstanding amount. There was a letter, which I opened at her request, from last month saying they were going to have a hearing on a date now passed (but not when the letter was sent) to gain a warrant of entry to enter your home. I went out today and when I came back there was a gas pre-pay meter installed (outside) and a letter on the table inside. all the windows were closed and the doors were locked. I think they must have picked the lock on the front door. Is this legal? is there anything I can do about it? I am currently on ESA because of serious back issues, and receive housing benefit. as I say it was my landlady's debt, but I am renting the house. thanks in advance

Today I received my British Gas Bill (Estimated as always) which said they were doubling my payments from £130 to £260 per month - not cheap I know. I didn't have to worry about it as they were going to adjust my direct debit. - how kind. I phone and ask to speak to the person that thought this one up and and was told there wasn't a person as it was all fully automated - I did point out that even automated systems had to be programmed by people but this seemed to be beyond her scope of understanding. I was assured that it wasn't personal and that more than likely this will have happened to all direct debit users with estimated bills - most reassuring I think not. When I gave my gas usage reading I was told my bill had actually gone up by £1. 50p per month. I asked who I could complain to was told I could only complain to British Gas and I have now apparently been assigned someone to look into it who will contact me in due course. I can not imagine the stress this is going to cause to people struggling to pay their bills up and down the land. It is just wrong - they (British Gas) can not be bothered sending out meter readers and can not even make a phone call to ask for one and yet they can double a bill without even blinking an eyelid. And I and others can not complain to outside bodies about this. I wonder just how long it will take them to contact me?

Can anyone help me out with some sanity checking? Based on meter readings, from 9th December to 4th March (86 days) I've used 8,601kWh of gas. 100kWh a day seems an awful lot to me given that the house hasn't felt particularly warm (albeit not particularly cold most of the time either). Since the last bill, I've managed to put 943kWh through the meter. 85kWh per day again seems quite high to me. It's a two bed mid terrace (circa 1910) that came in as a 'D' on the last EPC. Do these numbers seem reasonable to anyone? I never used anywhere near this much gas in the last house I was in (2-bed semi, albeit more modern).

Hi all Whilst I have praised British gas , I am not happy wit there repairs etc department. I am a tennant and my Boiler has broken down, My Land lady has not had any joy, sorting this out for the last week. I spoke to BG and found out that even thou I live 30 minutes from the M25 she would have to pay their London prices. I wish some one could explain why the London prices ????

Hi all I have been having a lot of financial problems for the last few years, Things got on top of me, and I have let things slip. Well as I have said I am with British Gas, I recently looked at my on line account, and was horrified at the amount of charges. £413 in total. I investigated, to find out that they were for warrant fees, and Debt collection visits. All but 3 I was not aware of. So I challenged B G over this, I am pleased to say that I have now had just over £300 credited back to my accounts So please keep a check and challange everything it is worth doing. Leakie