meter running up huge electricity bills with all appliances switched off. I've been wai...

GetHuman-airmiles's customer service issue with British Gas from January 2019

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meter running up huge electricity bills with all appliances switched off. I've been waiting for a call to arrange for the meter to be checked. At *am this morning we had already clocked up £*.** with everything switched off overnight including the fridge and freezer. The only thing drawing any electricity through the night was the gas boiler pump. Our uage this morning at *am was greater than my son's usage in the adjacent property for both his gas and electricity for the entire ** hours and he has absolutely every appliance going and lights and huge TV running ****. We need to get this issues sorted immediately as we cannot afford these ridiculous bills that we are receiving. We only ever used moderate electricity anyway asand are not in the house during the day. However, switching off all the appliances and only using torchlight at night appears to have made little difference to the total cost daily. We have kept detailed records and meter readings since ******* and somehting is very wrong. Also, the engineer needs to get the gas meter talking to the smart meter to enable accurate gas bills. It is the electricty bill that is the primary issue and we have still not received a call despite being told that this would be sorted over a week ago. Visitor (**:**:** GMT) : hello. my name is julie miles ************ electric and ************ gas. We should have had a call from British Gas yesterday regarding an engineer coming to fix the gas meter which is not relaying information to you or to the smart meter. However, there are also serious issues with our electric consumption which needs to be rectified as a matter of urgency. Our electricity usage has been extreme for a long time now and despite turning all the appliances off and having NO LIGHTING whatsoever and only one small TV on for * hours an evening*Uwais (**:**:** GMT) : Hi there Julie, sorry to hear that. Is this Pay as you go or Credit Energy *Uwais (**:**:** GMT) : ?*Visitor (**:**:** GMT) : Last night we switched everything off, including the freezers so the only electricity in use would be to power the pump of the gas central heating. Between midnight and * am we used £*.** of electric! My son lives in the adjacent property and works at home through the night. Their house is lit up day and night like cCrystal Palace and every electrical appliance running night and day and yet their total gas and electric bill is less at the end of the day than our electric bill first thing in the morning. There is nothing left in the house to switch off. We are living by torch light, not using the washing machine or the oven. We pay our bill monthly paper billing.*Uwais (**:**:** GMT) : So you have come through to the Homecare team. Let me get you through to our Energy team who will be more than happy to help with query today :) One moment please... **Visitor (**:**:** GMT) : Please can you relay all of this information to them so that i don't have to type it all out again*Info (**:**:** GMT) : Uwais has transferred this interaction.*Info (**:**:** GMT) : The interaction has been transferred to Tejal*Tejal (**:**:** GMT) : Good Morning, I'm Tejal *Tejal (**:**:** GMT) : I'll quickly go through the above chat...*Tejal (**:**:** GMT) : I've gone through the above conversation*Tejal (**:**:** GMT) : I understand your concern about the usage *Visitor (**:**:** GMT) : We have been taking detailed meter readings every ** hours and also the electric total cost from the smart meter throughout the day at regular intervals. We are clocking up pounds when no electricity is being used (other than the gas boiler for heating. ) Upstairs is closed off and we live downstairs. There is nobody at home throughout the day. WE have a new energy efficient freezer (which we switched off at night to see if it made a difference but it didn't) WE are pensioners living on one basic state pension and we are very worried about the energy bills as we can't explain why they are so high. We are living on the bread line and very soon will need to completely switch off all gas and electric*Tejal (**:**:** GMT) : Please give me a moment while I read this *Tejal (**:**:** GMT) : I'll also check the account and go through the previous conversations *Tejal (**:**:** GMT) : Can I take your full address and email address updated? *Visitor (**:**:** GMT) : I have all of the readings. WE need the engineer to come ASAP. British Gas promised a telephone call yesterday to arrange this but nobody phoned. This is an urgent situation as I cannot use my oven and only boil three kettles every ** hours.*Visitor (**:**:** GMT) : The Old Stables, Druidstone House, Druidstone Road, Old St. Mellons, Cardiff CF* *XE *****@***.com*Tejal (**:**:** GMT) : Thanks for the details *Tejal (**:**:** GMT) : Please give me a couple of minutes to check your account *Tejal (**:**:** GMT) : Thanks for your patience *Visitor (**:**:** GMT) : We have been monitoring my son's smart meter and comparing with ours. His total monthly bill is £*** for both gas and electric and they literally have everything on night and day, including all of their lighting even in broad daylight! They don't switch anything off. Their huge TV runs **** and the washing machine and dish washer and over on the go daily. It just doesn't make sense. Where on earth is all of our electricity going?*Tejal (**:**:** GMT) : I completely understand what you're saying and your concern about the usage*Tejal (**:**:** GMT) : I've checked the account and see that the my colleague had arranged for a contact yesterday to discuss this *Visitor (**:**:** GMT) : Yes, but he didn't phone. He said he would get an engineer out to the gas meter as we keep receiving estimated bills.*Tejal (**:**:** GMT) : I'm sorry that you had to contact us again for this and didn't receive the reply *Tejal (**:**:** GMT) : What I'll do for you is...*Tejal (**:**:** GMT) : I'll get in touch with Romain who had promised to contact you for this *Tejal (**:**:** GMT) : Also...*Tejal (**:**:** GMT) : I'll contact our Smart Metering team who'll get this sorted right away *Visitor (**:**:** GMT) : our meter readings this morning are GAS - ***** and ELECTRIC - ******Tejal (**:**:** GMT) : Thanks for sharing these *Visitor (**:**:** GMT) : OK thank you. I can't stress how urgent this is as it is affecting my husband and me in a bad way.*Tejal (**:**:** GMT) : I'm sorry about the inconvenience caused to you and your situation *Tejal (**:**:** GMT) : I'll add the notes of our conversation to the account *Tejal (**:**:** GMT) : Also...*Visitor (**:**:** GMT) : My smart meter tells me we are using almost £* electricity a day but on what i have no idea. There is nothing left to switch off!*Tejal (**:**:** GMT) : Don't worry, once our engineer visits and checks the meter... *Tejal (**:**:** GMT) : and if they're found faulty, we won't use the readings that were received at that time *Tejal (**:**:** GMT) : We'll re-issue the bills for you using the average usage for the new meter *Visitor (**:**:** GMT) : All vampire appliances are off and unplugged and nothing on standby. I have to leave the fridge and freezer running and also the heating but unless this situation can be rectified, I will shut down total usage of everything until something can be done.*Tejal (**:**:** GMT) : I appreciate your patience shown and co-operation with this *Tejal (**:**:** GMT) : Our Smart Metering team will contact you shortly to discuss this and help you with the appointment *Visitor (**:**:** GMT) : I paid £*** last month from my tiny savings account. Honestly I've been awake all night ever since as I'm, frantic with worry. WE cannot afford to live anymore.*Visitor (**:**:** GMT) : my mobile number is ***** ****** or my husbands is ***** *******Tejal (**:**:** GMT) : Thanks, I'll mention this as well *Tejal (**:**:** GMT) : I'll also email you our chat transcript so you'll have a note and confirmation of our conversation *Visitor (**:**:** GMT) : Thank you. I would appreciate that as i feel as if I've been trying to sort this out for some time now but nothing ever gets done. Our bills have always been unusually high for a long time now despite moderate use but what is even more baffling is the fact that we have actively shut off everything and it hasn't made a difference?!*Tejal (**:**:** GMT) : Don't worry, once the meter is found faulty, we won't use this usage to bill the account *Tejal (**:**:** GMT) : We'll cancel the bills *Tejal (**:**:** GMT) : And re-issue them to your actual usage for the new meter*Tejal (**:**:** GMT) : We'll back estimate the readings *Visitor (**:**:** GMT) : Can you tell me what one unit on the meter reading translates in money. The electric meter is currently reading at around ** units a day?*Visitor (**:**:** GMT) : Also, the electric meter is relatively new as it was installed with the smart meter around * years ago? (I think or maybe a little longer)*Tejal (**:**:** GMT) : For electricity... *Tejal (**:**:** GMT) : * unit is **.** pence *Visitor (**:**:** GMT) : Thank you. So that isn't correct then if my meter says between ** and ** units a day and the smart meter says £** a day?*Visitor (**:**:** GMT) : Sorry that should have read £* a day or just under maybe £.**? I take the last reading at **pm but then nothing is on anyway (just fridge and freezer. The night we switched off the fridge and freezer for the night, it made no difference to the amount shown on the smart meter in the morning*Tejal (**:**:** GMT) : Yes, it should be around £*.** for ** units approx *Visitor (**:**:** GMT) : The meter is reading double then?*Visitor (**:**:** GMT) : What is gas per unit of meter reading. That is also showing between ** and ** untis each day*Tejal (**:**:** GMT) : For gas it works differently *Tejal (**:**:** GMT) : The units are converted into kWh and then into £*Tejal (**:**:** GMT) : So the rate for gas is *.** pence per kWh *Visitor (**:**:** GMT) : Could I still be being billed in imperial untis? That happened to my son and he was owed a huge amount of money in refund as it was never picked up that he was over paying. His bill is now half what it used to be. Could this be happening to us?*Tejal (**:**:** GMT) : We certainly need to check the meters and find out what's happening *Tejal (**:**:** GMT) : so we can sort this out *Tejal (**:**:** GMT) : And re-issue the previous bills *Visitor (**:**:** GMT) : I'm not sure how to do that conversion to translate into £'s*Tejal (**:**:** GMT) : I'll explain this...*Visitor (**:**:** GMT) : Are you able to see what I've used this past week since I zero'd the bill on ******* i.e. Electric from *** to ******* and then gas from **** to *******?*Visitor (**:**:** GMT) : Sorry that should have read electric from ******* to today*Tejal (**:**:** GMT) : I'll check that for you*Tejal (**:**:** GMT) : Please stay on chat*Visitor (**:**:** GMT) : Thank you I will*Tejal (**:**:** GMT) : Thanks for being online *Tejal (**:**:** GMT) : For electricity...*Tejal (**:**:** GMT) : Since ** January *** until ** January ***, the units used is *** *Tejal (**:**:** GMT) : This is £**.** approx *Visitor (**:**:** GMT) : That is a lot of electricity for one week when we have deliberately refrained from using any lighting, oven, washing machine etc and TV turned off (used for three hours in the evening) and only * kettles boiled a day. WE are literally in darkness and using torches deliberately to see if we can get the readings down. Yet for all the switching off and cutting down we've done, it hasn't made any difference?*Visitor (**:**:** GMT) : This is my son's total usage for gas and electric with everything going night and day!*Tejal (**:**:** GMT) : I understand, this is why it's we'll help you to check the meter and find out what's happening

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British Gas

Customer service issue
Reported by GetHuman-airmiles
Jan 21st, 2019 - 2 years ago
Fixed
Seen by 3 customers so far
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Jan 21st, 2019 2:44pm
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Jan 21st, 2019 2:44pm