An energy customer was feeling the heat after she got a £900 gas bill for just three weeks usage – a rather outlandish calculation given her small home and even more so because her supply had been disconnected months before.
But however absurd the situation, Heather Gray found setting it right was disturbingly difficult.
“I’m feeling really desperate,” she told Crusader after her efforts fell on stony ground and she feared she was edging ever closer to a debt collector’s demand.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on [email protected]
A long-standing dual fuel customer of British Gas (BG), rising costs prompted her to reconsider her supply arrangements.
She sent off a final gas meter reading in November last year as she deliberated about getting a more efficient combi boiler or a different next move.
Gas customers in this situation have their supply capped, however, they must still pay a standing charge that contributes to the upkeep of the network.
Heather did this and informed BG, although her account did not show she was no longer using gas and she was still asked to provide meter readings.
In March she opted to go for a full disconnection and had her meter removed.
“I was unable to access anything for six weeks, but was assured in one call any issue was being sorted,” explained Heather.
Last month her account showed she was £200 in credit and then she was informed that she was being moved to a new “system”.
“Next I had an end-of-May settlement deadline for the £900 debt, but I was advised there was no record on my account of my meter being removed – hence the estimates I kept getting. My understanding was it was then down to me to tell another department about this,” she added.
“I provided a correct final meter read, but that is very different to the one on the £900 bill. I go from pillar to post with customer services.”
Heather was and still is a BG electricity customer, something which also had the potential for complications with the change in direct debits.
We conveyed her details and deep concern and thankfully swift action has now stopped her downward spiral.
The final gas meter reading that was recorded “was wrong and led to an incorrect bill”, said BG when apologising for the frustration caused. Heather has received a £50 goodwill gesture and her account is now £322 in credit.
She is reinstating her revised direct debit for £80 and, aside from the £50, we have made BG aware that she very much wants the surplus money sent to her bank account.
(Heather’s name has been changed)
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