I used to have a card meter but when I had it taken out, thats when the trouble started. When bills come in my husband and I pay them between us and somehow we both thought that the other had paid the electric bill when it had come, till one day I asked my husband where was the paperwork from the last bill. It then came clear that he thought I had been paying the bill and vica versa. It took about six phone calls over several weeks to actualy get someone from BRITISH GAS to believe me, eventualy I was told that I had not been sent a bill as when the meter came out, it was on their records that no one lived at this address. I was then told that as this was their mistake there should not be anything to pay. which soon changed when they decided I would have to pay so much back. I was told I would have two years to pay back the amount I owed, since then which was just o

whether it is unusual or not ,but i think you have the right to report if you can get the service you should have had , it is not just the complaints ,but you pay for it , you have the right to require !

:)

l.slater92:No that isn't right.....

OK, sorry I got that wrong.

The first thing you need to do is to understand whether or not the Billing Code applies. Details here. The FAQ is the most useful....http://www.energy-retail.org.uk/customerbilling.html

Next you need to print out the British Gas code of practice on complaints.

The first issue is whether or not British Gas is in breach of the Billing Code by billing you for energy consumed more than 12 months before the date of the "big bill". You need to look at the dates on all the communications and whether any readings on any bill are estimated or actual.

Forgive me but I don't fully understand the "agreement". Was the "agreement" that you would "clear the bill within two years at your own rate" or is it possible that British Gas think the agreement was to pay a fixed monthly payment (and you didn't)? I would say the first interpretation would be quite unusual.

No matter, the first issue is for you do decide whether the Billing Code applies. Next, can you find an issue to raise a formal complaint about? If you can, raise it strictly in accordance with the complaints procedure. If you write make sure you use "signed for" delivery. If you phone make very careful notes about who you spoke with, the exact time and date and what you discussed and/or agreed. You can complain about anything, but it's better to have something you can make stick. For example two phone calls or letters saying different things, broken promises, non compliance with the Billing Code, etc

Meanwhile get a handle on your consumption by taking daily meter readings for a week, then weekly readings for a month. Should you ever receive a bill, check that any estimated reading on the bill is close to the actual reading on the meter.

To return to the question you posed in your OP, not unusual for the industry, not unusual for British Gas.

No that isn't right, we have been paying back the amount owed, however British Gas keep insisting that we must pay before the two years are up, even though we had made an agreement that the bill would be paid within two years at our own rate rather than a set monthly payment. Again this year we have not been sent yet an electricity bill so i can see the situation repeating, which means further phone calls and more distress.

l.slater92:

I'm going to have to be harsh to help. I think you saying that over a year ago you were "offered" payment terms over 2 years but you haven't paid anything yet. Have I got that right? If so BG have been remarkably patient.

OK what to do? The billing rules are that where a supplier has made the type of mistake you describe, it cannot charge for energy consumed more than 12 months prior to the current meter reading when it finally gets round to submitting a bill. A different way of looking at that is that it can charge for energy consumed up to 12 months previously.

You cannot change the rules just by refusing to pay, you have to fight the supplier properly in accordance with the billing rules. Is that what you want to do?

I used to have a card meter but when I had it taken out, thats when the trouble started. When bills come in my husband and I pay them between us and somehow we both thought that the other had paid the electric bill when it had come, till one day I asked my husband where was the paperwork from the last bill. It then came clear that he thought I had been paying the bill and vica versa. It took about six phone calls over several weeks to actualy get someone from BRITISH GAS to believe me, eventualy I was told that I had not been sent a bill as when the meter came out, it was on their records that no one lived at this address. I was then told that as this was their mistake there should not be anything to pay. which soon changed when they decided I would have to pay so much back. I was told I would have two years to pay back the amount I owed, since then which was just over a year ago I have endless phone calls and letters demanding the money immediately. I have now been sent a letter that they have a warrant to gain access to my property with force if necessary to switch off the electric supply. This letter is not addressed to either my husband or I yet it has our customer reference on it.which just shows the level of service you get from BRITISH GAS. This is the first correspondance I have had from them for months has anyone else been in a similar situation to mine?