Not quite in the same boat, but I submitted a claim for PPI initially to TSB, only to be told by them that Lloyds were administering matters. Submitted the relevant paperwork. Weeks went by, was told that my claim hadnt been  logged yet. That was October 2019.

Now to 2020. Some weeks back, got a letter from Lloyds saying they could find no record of my claim, but they had submitted one on my behalf. But as the deadlind had passed it would not be processed! I called them to be told my claim may not have been recorded yet! The letter was sent by RM requiring a signature on receipt…

I have since referred the matter to the FOS…

You should refer the matter to Ofgem. Take no prisoners!

Edited By John Rudd on 04/10/2020 16:10:47

Edited By John Rudd on 04/10/2020 16:12:01

+1, this is what to do here.

It's important to follow the process exactly. If the Supplier is incompetent as opposed to going through a bad patch, don't imagine being obviously in the right, shouting, begging, or representing a good cause will save you the bother. Grit teeth, keep good records and persist.

Regulators are quite powerful, but they're not funded to investigate individual customer complaints. There is no Lone Ranger. They act when the customer produces evidence the process has been followed with no result. Regulators rarely investigate individual cases, rather fines are imposed when they collect evidence Suppliers aren't meeting performance targets. You have to play the game.

In theory opening up the energy market increases competition. Unfortunately, success relies on new suppliers being more efficient than existing ones which is easier said than done. If a new supplier fails to build revenue fast enough, the resulting financial problem is likely to stress the company out – can't afford to pay staff, upgrade their computer system, or fix complicated account problems (easier to just send out bills!). My sister's gas supplier failed recently and she had the opposite problem to Alastair. Although British Gas kept her supply going by taking on the failed companies customers, she got no bills for 4 months before a really big one arrived! Just as well she had saved up for it.

Dave

Last year, I had a problem with my Gas supplier which they appeared unable to resolve. I eventually lost patience with them and referred the matter to the Ombudsman. The problem was swiftly sorted out and I received £30 compensation. The Ombudsman CAN deal with individual cases. It's what he's there for, so send the details of your complaint to him.

Google "Energy Ombudsman" for details.

Best of luck Anthony.

Edited By Anthony Knights on 05/10/2020 09:11:14

Martin c

I too have this problem with BG

i read and suppy reading every month online

the page on bg site lists 3 boxes to fill in gas ,day and night electricity

i take my readings and enter the day and night in the boxes which show a smaller number than this months readings

and it always says error "thats larger than we expect it to be" even though the numbers may only be 200-300 units more than last month

and then takes weeks to sort it out before they send the bill

Edited By Ian Parkin on 05/10/2020 12:59:05