Energy switch not so simple
QEIGHT years ago, i moved into a new-build flat. The property came with electricity and gas from British Gas but i was happy with Eon, my previous company, so i switched after a few months. But last autumn, i received a gas bill from British Gas even though the meter number was wrong – as were the figures. i questioned this. British Gas said it had been supplying me all along. Eon cancelled my contract and sent me a £1,400 refund. But British Gas has sent a bill for £1,310, as part of its claim that i was always with them. Phoning these companies gets me nowhere. i wanted Eon, not British Gas so what happened to choice? Gerald D
AThis is a mess. You decided you preferred Eon over British Gas. You have paid Eon what it asked, on time, for eight years. Whatever the mix-up in 2011 between British Gas and Eon, it was nothing to do with you although, unfortunately, you have now been impacted by the fall-out. somewhere along the line, there was an error in the transfer from British Gas to Eon. Energy regulator Ofgem has a clear rule regarding collecting money for “mistakes”, technically known as “back-billing”. in March 2018, it replaced a voluntary agreement that limited back-billing with a compulsory rule. Whatever the amount involved, companies could only back-bill for 12 months starting in May 2018. This can prevent bills averaging £1,200 and applies irrespective of affordability. There are exceptions where consumers obstruct meter readings, tamper with meters or otherwise steal energy. however, because Eon repaid you over £1,400 and the error is not down to British Gas, the energy Ombudsman, to whom you appealed in January, said backbilling rules did not apply. But the Ombudsman ordered a written apology, £50 compensation for poor customer service and help with setting up a new direct debit. subsequently, British Gas had further discussions with you, during which you provided your own record of meter readings. These have been used to recalculate your account, resulting in a further refund of just over £600. You are free to switch to Eon or any other energy company should you wish. British Gas says: “The customer is happy with this resolution and confirmed we can close his complaint.” Send your question to consumer complaints666@gmail.com