The Utility Companies.... Aarrgghh... Options

[skylark]

I despair of the utility companies. Dealing with BT has probably taken weeks months years off my life, but this time it's British Gas (IMG:style_emoticons/default/mad.gif)

They always estimate my bill (electricity) because they can't easily get at the meter. For the last X years, they've done a balancing invoice after the rare occasion when they've read it. This time, however, I've had a bill which has got millions of figures on it (I exaggerate, but only slightly) going back to last year and I just don't understand how they've arrived at the final figure. I've rung them, they completely lost me in the explanation, they said they would send a revised (simpler) bill, which I've now received, and it's exactly the same as the other one. Arrgghhhhhhhhhhhhhhh.

Why should I pay a bill where the workings-out are too complicated to understand (IMG:style_emoticons/default/mad.gif) (IMG:style_emoticons/default/mad.gif) (IMG:style_emoticons/default/mad.gif)

They've said they have to do it this way because of the fact the previous "readings" were estimates, but I've always had estimated bills with an periodic balance, and it's always been straightforward before.

Aarrggghhhhhhh (IMG:style_emoticons/default/mad.gif) Has anyone else had this from British Gas???

[Deborah]

Gas bills are notoriously difficult to grasp. The sum to convert the meter reading into the actual volume used (and therefore the charge) is not one to be undertaken by the faint-hearted. Factor in any pro-rating that they might have done due to price changes* and any corrections for estimates and it's a recipe for disaster.

If you don't understand, and their customer service staff can't explain, a green-ink rant letter to the Chief Executive usually solves the trick - if nothing else you get a touchy-feely response and a step-by-step explanation.

To avoid it happening again, make sure you let them have a meter reading every time they send you an estimated bill. It'll save this sort of problem again, and future estimates will be far more accurate (estimated bills are based on the billed usage for the same quarter of the previous year, so any inaccuracies will be perpetuated unless corrected).

If we're sharing stories about run-ins with utility companies, I had a huge argument with EDF a couple of years ago. They sent me a final bill based on an incorrect meter reading (over-read by 1000 units), refused to accept that I could have used 1000 units in an empty property in three weeks, were extremely reluctant to do anything about it (like send a meter reader round...). To cut a long story short, I won (IMG:style_emoticons/default/happy.gif)

*Way back last century when I worked for Southern Electric, any price change took effect from the next bill, rather than halfway through a billing period. Way way simpler!

[DaisyChain]

Calm yourself luvvy (IMG:style_emoticons/default/unsure.gif) (IMG:style_emoticons/default/rolleyes.gif)

I know how annoying it is though! I used to have British Gas until they became more expensive and were unable to problem solve without a lot of unnecessary complications. I don't know what "muzak" they play now while they keep you on hold for a year or so..but I don't care if I never hear Fur Elise again.. (IMG:style_emoticons/default/wacko.gif)

I have (as yet, fingers crossed!) never had any problems with my current suppliers. Hope you get things sorted soon. (IMG:style_emoticons/default/smile.gif)

[Roseau]

If we're sharing stories about run-ins with utility companies, I had a huge argument with EDF a couple of years ago. They sent me a final bill based on an incorrect meter reading (over-read by 1000 units), refused to accept that I could have used 1000 units in an empty property in three weeks, were extremely reluctant to do anything about it (like send a meter reader round...). To cut a long story short, I won (IMG:style_emoticons/default/happy.gif)

EDF once directly debted my account twice for the same bill. The bank refused to reimburse me as they said EDF shouldn't have asked for it twice. EDF said they would deduct it from the next bill; only it was an estimated bill and it was way over what I had actually used and it took about three bills before the sum was reached.

This was before you had a choice of companies so all I could do was cancel the direct debit.

[SueHM]

If you don't understand, and their customer service staff can't explain, a green-ink rant letter to the Chief Executive usually solves the trick - if nothing else you get a touchy-feely response and a step-by-step explanation.

What is the significance of the green ink?!

[Deborah]

http://en.wikipedia.org/wiki/Green_ink

[Jon S]

EDF once directly debted my account twice for the same bill. The bank refused to reimburse me as they said EDF shouldn't have asked for it twice.

I suggest you go back to your bank and point out the part of the Direct Debit guarantee, that should have been supplied to you when you set up the Direct Debit but if not is available on the BACS web site, that says:

"If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid"

You'll note it says from your branch, not from the utility company, but from your branch. It's not something the banks like to promote, and will often try to fob you off by blaming the utility as in this case, but the fact is you are entitled to a refund from the bank, not the utility. If more people insited on this the banks would soon put pressure on the utilities to sort themselves out!

If you're interested the BACS web site is here:

http://www.bacs.co.uk/BACS/Consumers/Direc...it/Your+rights/

[Roseau]

Unfortunately it was a French bank. At the time (now over 10 years ago) I did read all the small print but it did seem, unfortunately that the bank was in the right. I did consider changing banks but at the time I had just negotiated a mortgage to buy my house and the mortgage was linked to the fact that my salary was being paid into the bank which had given me the mortgage and changing banks at that stage was too much hassle.

[Tequila]

Hope you get your bill sorted soon skylark! I also wish that a difficult bill was the least of my worries with british gas. About 6 years ago they fitted me a fire dangerously - not adequately ventilated -and left me with for it for 18 months!!!! they refused to accept that they'd done this - found out by chance when another gas contractor was on the roof doing something next door. Had been taking our chances with CO for quite some time!!! In the end decided not to use it was easiest until I had my daughter. Using the words "2 day old baby" and "carbon monoxide" in the same sentence finally got transco out who immediately condemmed the fire!!! At the same time as fitting the fire they'd installed central heating and what a botch job that had been too!!! Took us ages to sort it out. Annoying thing was we'd paid about double what a local corgi guy would have charged and it was because I'd said I didn't want to take a risk with little companies where we didn't know what we were getting when it came to gas that we'd gone with BG. just goes to show you can't trust even the big names anymore.

Also sympathise with you for your dealings with BT. We are in an area where Bt has the monopoly on the exchange and therefore could not change from a BT line for a considerable time (till we got broad band) A few years back calls were being made "on our line" at times when noone was in the property and huge amounts were run up in repeated calls to the internet on a number we didn't use. Short story is we disputed nearly £300 in call costs over 3-6months. No proof either way so we ended up having to pay to keep the line. Went through Oftel and fully expected them to uphold our complaint as easy enough to prove we were at work at these times but as "no faults on the line have been detected" we ended up losing out to the tune of £300!!!! Aaargh!!!

[skylark]

I feel calmer! But only because I haven't revisited the bill since I looked at it this morning (IMG:style_emoticons/default/biggrin.gif)

Dawn, I once took BT to Oftel who found against BT on every single point and awarded me compensation for a year's worth of telephone calls, letters and hassle - the grand sum of £50 (IMG:style_emoticons/default/wacko.gif)

calm.... calm... keep calm.... (IMG:style_emoticons/default/rolleyes.gif)

[Tequila]

Dawn, I once took BT to Oftel who found against BT on every single point and awarded me compensation for a year's worth of telephone calls, letters and hassle - the grand sum of £50 (IMG:style_emoticons/default/wacko.gif)

calm.... calm... keep calm.... (IMG:style_emoticons/default/rolleyes.gif)

Yes Aaargh!! The compensation does not seem to tally with the stress caused does it?

I finally was offered £100 from British Gas - When our lives had been at risk for 18 months!!! (Another thing they'd fitted the CO detector in the wrong place!!!) (IMG:style_emoticons/default/mad.gif) Didn't seem quite right somehow!!! Stuck it out and they offered us another £50. Wow!!! Better than nothing I suppose. I also got a bunch of flowers and box of chocs to say sorry for all the hassle!!! At lest they admitted their fault in the end. BT for us was another story entirely!!!!! (IMG:style_emoticons/default/sad.gif)

[Susie]

A few years ago we had our gas meter changed from cubic feet to cubic metres. BG came and did it - I mean we had no idea that it needed changing in any way.

Then we received our bills which were sky high, much bigger than we'd had before. I did query the first one and got nowhere, any after the second one I actually managed to get hold of a person at BG who cheerfully told me that they had been charging us as though we were still in cubic feet - you use up more cubic feet than metres!! (IMG:style_emoticons/default/dry.gif) I protested rather and he went away and worked out what he thought we should be charged, and I went away and worked out what I thought it should be and fortunately our answers were more or less the same so everything was adjusted. But I was really annoyed (IMG:style_emoticons/default/mad.gif) because I had 2 small children at the time and didn't need the hassle and it wouldn't have happened if BG's left hand had known what the right hand was doing.

[mwl1]

We had a rather sobering letter from British Gas a few months ago, which expressed rather violent distaste towards the fact that, according to their rather excrement-like records, we hadn't payed our bill. It threatened to send bailiffs in to beat the house down and get the money off us good and proper, remove our most prized property, take us to court and expose us for the bill-dodging villains that we were, seize children and pets, execute us on the Knavesmire in order of shoe size, and declare war on a small neutral country.

My father rang up in a rage equivalent to the one we received unbidden through the post from this reputable company. We had payed the bill some time ago. They rather inadequately admitted that their records were at fault. The letter imposed, if we were to push our luck any further in our apparent quest to bankrupt our energy provider, to charge us £14 for any further mallicious correspondence that may be necessary. My dad asked if there would be compensation for either the unpleasant letter or the inconvenience of having to ring up and stamp his metaphorical feet. After all, they were going to charge £14 for anything else they needed to say to us. We were given £5...

Imagine a vulnerable old lady, for instance (sorry about the stereotype!), receiving something as scary as this. They should be much more careful with their records, and I also think there should possibly be a letter in between the initial reminder and the threatening spite, so as not to alarm unduly.

[Misti]

Sounds suspiciously like the letter TV Licensing imposes upon (nearly) all students. I wonder if we should all try to claim compensation for intimidation...

Don't think its worth the hassle though!