British ******* Gas
I signed my tenancy agreement on 24/09/2024,on the same day I signed up with Octopus Energy for electricity only as my heating/hot water supply is communal so I pay a monthly charge direct to the council for this.
I have an electric cooker so don't need a gas supply, on 22/12/2024 I got a bill for £32 from British Gas and another one this morning for £36.
Although there is a gas supply to the property it is capped so not connected to the meter, when I got the 1st bill I rang them and got through to what sounded like an African call centre, after 30 mins of trying to explain that I do not and have never had an account with British Gas and being put on hold a few times and kept being asked if I wanted to close my account (that I never opened) I said close it and ended the call because I was losing it.
Why would I open a gas account when I have no need for gas?
I rang again this morning and got through to another numpty who had no idea what I was talking about, when I finally got through to him what I was talking about he said he will make an appointment for the gas meter to be taken out then put me on hold for 20 mins when the call ended!
What I am bothered about is who opened the account because it certainly wasn't me, why would I want to pay a standing charge for something I will never use?
I have emailed the energy ombudsman as I didn't know what else to do?
Comments
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Hi @Nomad oh gosh, that sounds like a faff!
I wonder if it's an old gas contract from the previous tenant as sometimes they remain open and transfer to the new tenant if not closed.
Hopefully you'll get confirmation it's closed asap and they don't try to charge you anything…
All the best,
Holly.
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Oh no @noman hope you get better luck with it
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It appears that British Gas have made an error by opening an account in your name without your consent, which constitutes an unauthorised switch and is against regulations. You are absolutely correct to assert that you should not be held responsible for charges related to a service you neither requested nor use, particularly when you have no need for gas at your property.
I strongly recommend that you formalise your concerns in writing. While contacting companies by phone can be useful, it is essential to have a documented record of your communication to substantiate your position. I strongly suggest sending a formal email to British Gas complaints department to ensure the matter is officially documented.
In your correspondence, be sure to outline that you signed your tenancy agreement on 24th September 2024 and that you have an electricity supply with Octopus Energy. It is important to clarify that you neither require nor want a gas supply for your property. Additionally, mention that while there is a capped gas supply, it is not connected to any meter.
Make sure to reference the two unexplained bills you have received from British Gas—one for £32 dated 22nd December 2024, and another for £36. You should also explain that you have contacted their customer service team, but have yet to receive a satisfactory explanation as to how the account was opened or why you are being billed for a service you neither use nor have requested.
As the bill payer, you have the legal right to choose your energy supplier, and British Gas has acted improperly by creating an account without your consent. It is important that you remain persistent, and if the issue is not resolved promptly, do not hesitate to escalate the complaint further.
Additionally, I recommend checking your credit report to ensure that this issue has not negatively impacted your credit score.
For further guidance on unauthorised switching of energy suppliers, you may find the information on the Citizen Advice website helpful:
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Thank you for your advice it is greatly appreciated, I was intending to make a complaint to British Gas but am unable to find an email address to register the complaint, do you know of an email address for British Gas ?
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Ah yes, good old British Gas… NOT. I've had issues with them regarding a bill from 18th Dec 2023 to 12th January 2024. This was the date I signed my tenancy agreement on my new home last year and the day before I moved in.
I'm Octopus energy and stayed with them when I moved house. They took over my energy supply from 13th January 2024.
BG decided to bill me for £170, which was for gas and electric but there wasn't even any gas in the property until a few days before I moved in because the gas was capped and my boiler was faulty and needed a few parts to be fitted before they could turn it on. It had actually been condemned.
When I rang them about that bill back in February and told them it can't be my bill, I was told to ignore it because it was for the previous tenant. I never received anything further from them.
Fast forward to September I happened to take a look at my credit file and was mortified to see that they had marked 3 missed payments and up until then my credit history was perfect for 7 years. I was fuming so I rang them and tried to explain what had happened but I knew I was talking to a brick wall so I put the phone down because I was so angry.
Then I decided to make a formal complaint and put that in writing to their complaints department. This continued with emails back and fore until middle of November. I kept telling them that it was impossible to have used all of that energy because I wasn't living in the house. I had also taken photos of both meter readings from 18th Dec and 13th Jan and none of them matched up with theirs. I felt like they were calling me a liar, which they actually were. You can't lie when you have a photo taken with a smart phone, which tells you the location of the picture that was taken.
To my horror I then had another 2 missed payments marked on my credit file. To be honest I was more angry about that than I was with the bill they said I owed. I kept demanding that they removed the missed payment makers and I asked this every single time I rang them.
I then received a bill through email which was for a completely different person, living someone in England and that was the last straw for me because they clearly breached GDPR by giving me information that identified another person, including this persons full home address, full name and BG account number. Yes, I made another formal complaint regarding this.
Around a week later still no joy about my bill and my emails to them were now being ignored so I rang them again only to be told they have no information about any contact from me or any emails that I had been sending them. Even though they had been contacting me through emails since September asking me multiple questions.
Anyway, finally they agreed to reduce my bill to £39 which I paid but they never did admit that their meter readings were wrong.
The funny part about it was just a few weeks ago I received another bill for the "occupier" dated from August 2023 to 17th December and the meter reading from 17th December matches my readings exactly from 18th December.
They have also now removed the negative missed payments on my credit file. The moral of this story… don't trust BG!!
Please make sure you check your credit file and definitely make a formal written complaint. I hope you get this sorted.
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This is the email address I have found on google : customercomplaints@britishgas.co.uk
This is the postal address British Gas PO Box 227, Rotherham, S98 1PD
Make sure to include all relevant information in your communication to ensure a prompt response. If British Gas persists in issuing erroneous bills or has negatively impacted your credit score due to their error, you may have a valid basis for seeking compensation.
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Poppy, that sounds like an incredibly frustrating experience with British Gas. It is concerning how they mishandled your case and breached GDPR by sending you someone else’s details. You’ve had to advocate for yourself at every step, but I’m glad they’ve finally removed the inaccurate reports from your credit file and reduced your bill. Your story serves as an important reminder for all of us to regularly monitor our credit files and challenge any inaccuracies. After everything you've been through, I’m sure you’re relieved it’s finally been resolved. However, if you’re still dissatisfied with the company’s resolution, you can request a deadlock letter and escalate the issue to the Energy Ombudsman for further review.
It is troubling that false reports can be made on credit files, which may cause significant financial harm. In my opinion, anyone affected by this should be automatically entitled to compensation. Perhaps if utility companies were held financially accountable for these mistakes, they would be more careful in ensuring reports are only made when absolutely necessary, rather than in cases where they’re uncertain whether the individual actually owes the money or is even responsible for the bill!
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Had the worst experience with British Gas over my late Nans account early 2021.
A reminder arrived for her last bill, looking at the date it crossed in the post with payment so didn't do anything.
Next thing we know there is a debt solicitors letter.
Gave them proof of payment, never heard a word of apology back from BG.
Wasn't amused when I moved into a property supplied by them.
When I took over the account they added me to the Priority Services Register, but never contacted me to find out my needs (this was when PSR was done by phone only).
I hung around for my SMETS1 meters to be migrated onto the wider network to ensure a smoother change in supplier, then switched.
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I also had issues with British Gas when I moved house. They charged me for the period where the house was empty and the gas capped even though I’d already arranged an alternative energy company for the date I moved in. I was so scared I just paid the bill. I tried to claim it back but it was too complicated for me. I will never choose British Gas to provide my energy
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Thanks for that,i have sent an email to that address and got a auto response.
Although we’re unable to monitor this email address, we can still make sure you get help with your complaint.
I will write to them also.
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If you don’t get a satisfactory response from British Gas within 7-10 working days after their automated reply, you should send a polite but firm follow-up email asking for a clear update on your complaint. If your complaint remains unresolved after 8 weeks, or you are unhappy with how it has been handled, you have the right to escalate it to the Energy Ombudsman.
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After numerous phone calls I decided to try the online chat with BG,i went through everything having to repeat myself a few times.
I was asked to upload pics of the meter which I did showing it disconnected and a pic of the meter reading, once I uploaded the pics I was told that the account and the bills had both been cancelled.
I was told they hadn't opened the account so it must have been someone who had my info and my move in date or the council must have opened the account for me 😂
Now the account and bills have been cancelled (we shall see) they said if I get any more bills from them I should pass them on to the council 🤣
I also asked for the meter to be removed as I don't need it, the response was, if I want it removing permanently I will have to ask the council to do it! The council have nothing to do with it!
There is much more but I cant remember it all, I did save the transcript of the conversation so I have proof of what was said about the account & bills being cancelled.
I also spoke to the council after BG and told them about the meter removal and BG suggesting that the council may have set up the account to which they laughed off because they wouldn't do either!
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Thats ridiculous council don't have anything to do with that. But hopefully it's all sorted for you now
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Well I hope so sandy, I have just had a final bill arrive from them addressed to the occupier for 37p 😂
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Lol still don't pay it
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Just heard on the news that BG is being took over by Octopus,something to do with BGs below average customer service was mentioned!
I know all about that!
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Octopus have overtaken British Gas as the biggest supplier.
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That's what I said in a different way!
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I have been with Ecotricity for many years. Never had an problems.
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