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electric bill dispute
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I receive my electric from British Gas.Last month I queried my bill as it was higher than usual. BG said it was because my meter had been read after a year of estimates. No problem. Now they say the meter that was fitted 7 years ago was set up wrong and I have been under charged for 7 years.They have sent me a bill for nearly �1000 but they have only gone back 2 years and have knocked of �300 as a good will gesture.Gee thanks.I am refusing to pay as I believe that I have paid my bills in good faith based on their figures.My question is-Where do I stand legally ?
I have raised a complaint with them but they still insist on payment.
I have raised a complaint with them but they still insist on payment.
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Take a look at the links i gave in this thread, they may be of some help.
http://www.theanswerbank.co.uk/Law/Question645 293.html
http://www.theanswerbank.co.uk/Law/Question645 293.html
Depending on your energy supplier, they may be signed up for the industry code of practice. If so, the code says they shouldnt back bill more than a year, which should bring the bill down more.
Contact EnergyWatch, the regulator, they should be able to tell you if BG is signed to the code, and advise you on your situation.
I did the same, and by stating that the code says a year, got them immediately to rework the bill.
Contact EnergyWatch, the regulator, they should be able to tell you if BG is signed to the code, and advise you on your situation.
I did the same, and by stating that the code says a year, got them immediately to rework the bill.
Just as a follow up to my previous post, i had a look and British Gas HAVE signed up to the code of practice.
Thought this little directly quoted excerpt might be useful.
"Five of the main energy supply companies in the UK have signed up to the Billing Code, namely British Gas, npower, EDF Energy, E.ON Powergen and Scottish Power. The Billing Code provides consumers with additional protection over and above that required by the regulator Ofgem for accurate and informative billing.
The Code includes a requirement for consumers to be protected from debt where the supplier is at fault for not billing energy supply. Where the supplier is at fault, consumers cannot be back-billed beyond 12 months from the date on any subsequent bill."
That is a direct quote from the Energy retail associations code of practice. So whilst they can make you pay for the year, even if it is their fault, they cant go back beyond this. Get them to work out how much this is- ensuring it is all at the relevant rates, not todays higher rates.
Then work out how much you can realistically pay back each month. Make them an offer of paying this back in those installments, if they refuse, say you will contact Energy watch. My guess is they will bite your hand off to accept if you follow this approach.
Here is the link to the code, it is full of useful info,
http://www.energy-retail.org.uk/customerbillin g.html
Thought this little directly quoted excerpt might be useful.
"Five of the main energy supply companies in the UK have signed up to the Billing Code, namely British Gas, npower, EDF Energy, E.ON Powergen and Scottish Power. The Billing Code provides consumers with additional protection over and above that required by the regulator Ofgem for accurate and informative billing.
The Code includes a requirement for consumers to be protected from debt where the supplier is at fault for not billing energy supply. Where the supplier is at fault, consumers cannot be back-billed beyond 12 months from the date on any subsequent bill."
That is a direct quote from the Energy retail associations code of practice. So whilst they can make you pay for the year, even if it is their fault, they cant go back beyond this. Get them to work out how much this is- ensuring it is all at the relevant rates, not todays higher rates.
Then work out how much you can realistically pay back each month. Make them an offer of paying this back in those installments, if they refuse, say you will contact Energy watch. My guess is they will bite your hand off to accept if you follow this approach.
Here is the link to the code, it is full of useful info,
http://www.energy-retail.org.uk/customerbillin g.html
Just in case anyone else is affected by this or anyone who is interested,
Called the Energy Retail Association this morning and they confirmed it should only be a year.
Called British Gas who still insist they could backdate the whole 7 yrs if they wanted.
Recalled ERA who have given us some great advice and still insist only 1 year.
The ball is in BGs court and we have to call ERA boss when we get another answer.
But it looks as if BG is trying to pull a fast one,
Called the Energy Retail Association this morning and they confirmed it should only be a year.
Called British Gas who still insist they could backdate the whole 7 yrs if they wanted.
Recalled ERA who have given us some great advice and still insist only 1 year.
The ball is in BGs court and we have to call ERA boss when we get another answer.
But it looks as if BG is trying to pull a fast one,
Well done for sticking to your guns and contacting the ERA!
It is tempting to do it ll by phone as it is "quicker", but i would strongly urge you at the very least, to get the email address of whom you are talking to and put each converstion inwriting to summarize, and send it to them, or actually put it in a letter.
If you dont, you will invariably find that conversations get "lost" from your account history and they will be changing their story left, right and centre. by having emails or letters, it makes it easier to get the energy regulator involved if BG dont play ball.
Especially if you get it in writing from them that they want to charge 7 years despite being signed up to the code.
keep me updated on progress, and dont let them presure you and use scare tactics on you.. !
It is tempting to do it ll by phone as it is "quicker", but i would strongly urge you at the very least, to get the email address of whom you are talking to and put each converstion inwriting to summarize, and send it to them, or actually put it in a letter.
If you dont, you will invariably find that conversations get "lost" from your account history and they will be changing their story left, right and centre. by having emails or letters, it makes it easier to get the energy regulator involved if BG dont play ball.
Especially if you get it in writing from them that they want to charge 7 years despite being signed up to the code.
keep me updated on progress, and dont let them presure you and use scare tactics on you.. !
VICTORY.
Yesterday there were several phone calls made between me, British Gas and the Energy Retail Association. ERA advised us to insist on referral to ombudsman. BG still insisted they were right until we asked for the referral and everything changed.30mins later they called to say they would only be back-billing for a year. As in my first post,the bill started at �1000,was reduced to �600 by their shear generosity and now we only have to pay �200.
The only thing that remains is to try and get an apology and to get the ERA to make sure BG are aware of the code and stick to it.
It worries me that this could have happened to someone less informed and vulnerable .
I just hope that plenty of people see this and use the information.
Many thanks to all who answered.
Yesterday there were several phone calls made between me, British Gas and the Energy Retail Association. ERA advised us to insist on referral to ombudsman. BG still insisted they were right until we asked for the referral and everything changed.30mins later they called to say they would only be back-billing for a year. As in my first post,the bill started at �1000,was reduced to �600 by their shear generosity and now we only have to pay �200.
The only thing that remains is to try and get an apology and to get the ERA to make sure BG are aware of the code and stick to it.
It worries me that this could have happened to someone less informed and vulnerable .
I just hope that plenty of people see this and use the information.
Many thanks to all who answered.
YAY! Good News!
�800 reduction is something to have acheived, well done! !!!!
Now all you need to decide is if you want to just pay it off in one, or in installements. Tell them what you can resonably afford, and stick to it. And i'd think about changing suppliers too!!
Dont get too hung up on written apologies, they'll just eventually send something really pathetic, and it'll wind you up more! Make sure you send your complaint to the regulator though, so they have a record and can take action themselves if they want.
�800 reduction is something to have acheived, well done! !!!!
Now all you need to decide is if you want to just pay it off in one, or in installements. Tell them what you can resonably afford, and stick to it. And i'd think about changing suppliers too!!
Dont get too hung up on written apologies, they'll just eventually send something really pathetic, and it'll wind you up more! Make sure you send your complaint to the regulator though, so they have a record and can take action themselves if they want.
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