We are not with British Gas but they have set up an account at our house

[PJPJ]

It is now with the Ombudsman who have accepted the case.BG are now having to supply evidence. I can’t think what that will be? Seeing as they have set up an account using our address and want us to pay for someone else’s electricity usage! And they have harassed innocent people for 18 months because of their administrative incompetence!

[PJPJ]

It’s with the Ombudsman who have accepted the case but BG keep querying the complaint and haven’t provided any evidence. Every time they do this they set the process back 10 days. I think it’s a delay tactic.

[echat11]

It’s with the Ombudsman who have accepted the case but BG keep querying the complaint and haven’t provided any evidence. Every time they do this they set the process back 10 days. I think it’s a delay tactic.

Either they can prove you had an account or they can't. It is that simple.

[PJPJ]

The Ombudsman received from BG a statement saying they dispute the acceptance of the case as we aren’t the account holder due to data protection stating we aren’t the registered account holders. That’s the whole point. They send bills to our address heading of The Principle, Occupier. They took over an account from Robin Hood Energy and set up someone’s account at our address with a meter that does not belong to us on their database. We would be able to ignore if they didn’t keep instructing debt collectors to intervene.

[echat11]

The Ombudsman received from BG a statement saying they dispute the acceptance of the case as we aren’t the account holder due to data protection stating we aren’t the registered account holders. That’s the whole point. They send bills to our address heading of The Principle, Occupier. They took over an account from Robin Hood Energy and set up someone’s account at our address with a meter that does not belong to us on their database. We would be able to ignore if they didn’t keep instructing debt collectors to intervene.

I'm not sure the SO would give you a copy, but if you could get a copy of that, that would be good.

This is a case of 'Harassment', where they won't engage with you,they are happy to chase you for money you don't owe and never have.

a) You could contact CAB, who can speak to British Gas on a 1 to 1 basis as the account is in debt (although not your account)

b) You could make a claim against British Gas through the small claims court for 'harassment', no doubt you have loads of evidence of trying to resolve the matter. (Pre action protocols might even do the trick).

[PJPJ]

Hi Thanks for replying.
We did get in touch with citizens advice but they couldn’t help and didn’t seem to understand the problem.
Not sure what SO is and what we need a copy of?
We might start writing to BG that we are being harassed and copying CEO into letter/ email.
Thank fully we have kept a lot of evidence but really just want BG to own the mistake and acknowledge it. Thanks

[echat11]

a) We did get in touch with citizens advice but they couldn’t help and didn’t seem to understand the problem.

If you speak to the debt people at CAB, they can get you through to the Energy people.
I fully understand what you are saying, but it is difficult to get 'ones head around the situation'.

b) Not sure what SO is and what we need a copy of?

Services Ombudsman, that's what they are 'officially called'.

c) We might start writing to BG that we are being harassed and copying CEO into letter/ email.

Good idea, the situation needs a bit of investigating. The MPAN number is actually all it needs to resolve the situation.
(MPAN - stands for Meter Point Administration Number).

D) Thank fully we have kept a lot of evidence but really just want BG to own the mistake and acknowledge it.

Good.

Remember you are owed 'compensation' for the harassment, stress caused to you.

[PJPJ]

Hi thank you for your reply again!
We know our MPAN number and all the meter serial number that have existed at our address.
We also know the MPAN and meter number for the other person. But we don’t know who that person is or where they live and nor does BG as far as we are aware.

BG have changed the UKPN s database. The other persons MPAN number and their meter serial number has been inputted with our address. Even though the meter does not exist at our house. And BG haven't acknowledged the mistake.
All the while someone out there is probably getting free electricity as BG don’t know where this other meter is as they took the account over from Robinhood energy who went bust.

[echat11]

Hi thank you for your reply again!
We know our MPAN number and all the meter serial number that have existed at our address.
We also know the MPAN and meter number for the other person. But we don’t know who that person is or where they live and nor does BG as far as we are aware.

BG have changed the UKPN s database. The other persons MPAN number and their meter serial number has been inputted with our address. Even though the meter does not exist at our house. And BG haven't acknowledged the mistake.
All the while someone out there is probably getting free electricity as BG don’t know where this other meter is as they took the account over from Robinhood energy who went bust.

All BG has to do is check the MPAN number with ECOES - https://www.ecoes.co.uk/

[PJPJ]

Hi Yes we found out about ecoes as my husband rang ukpn.
We informed BG that they needed to contact eceos but trying to communicate with BG is impossible. They just do not respond or acknowledge people. We will take your advice and ask SO for statement from BG and also ask SO to ask BG to contact eceos. Let’s see their response. Most likely negative and dismissive. At least the SO have a line of communication with them that the general public do not seem to have.

[PJPJ]

Hello just would like to update you on Ombudsman’s findings.
Both the billing issue and customer service has been upheld and it has been recommended we receive a goodwill gesture of £150 and a letter with an apology and for the inconvenience caused.
The meter that doesn’t exist at our house has been de-energised.
They cannot confirm we won’t get bills in the future.
But the bills and harassment have stopped presently.

[echat11]

Hello just would like to update you on Ombudsman’s findings.
Both the billing issue and customer service has been upheld and it has been recommended we receive a goodwill gesture of £150 and a letter with an apology and for the inconvenience caused.
The meter that doesn’t exist at our house has been de-energised.
They cannot confirm we won’t get bills in the future.
But the bills and harassment have stopped presently.

Well done, good result. If it starts happening again, the Protection from Harassment Act might apply.

[PJPJ]

Ok and thank you for your help and support in this matter. We appreciate it.

[PJPJ]

Actually we are going to challenge the outcome.
We have now found out, via Ombudsman, that the meter was de energised nov 2021. Prior to this we had BG serviceman come to our house and we showed him that our meter didn’t belong to BG.
After Nov 2021 we continued to get bills and letters and visits from debt collectors even though BG must have recognised we weren’t responsible for paying any money as we weren’t a customer of theirs.
We had gone through their complaints procedure but they never communicated any of this with us.
Also they won’t change the address on the system and can’t guarantee we won’t get bills later on.
Surely they should have to correct the information on the database, but they will not as the meter is not disconnected but de energised.

[echat11]

Actually we are going to challenge the outcome.
We have now found out, via Ombudsman, that the meter was de energised nov 2021. Prior to this we had BG serviceman come to our house and we showed him that our meter didn’t belong to BG.
After Nov 2021 we continued to get bills and letters and visits from debt collectors even though BG must have recognised we weren’t responsible for paying any money as we weren’t a customer of theirs.
We had gone through their complaints procedure but they never communicated any of this with us.
Also they won’t change the address on the system and can’t guarantee we won’t get bills later on.
Surely they should have to correct the information on the database, but they will not as the meter is not disconnected but de energised.

Tell them if they don't 'change the address on the system', you will lodge a complaint with the ICO.
Run your scenario past the ICO's online chat.