British Gas Customer Faces £202 Bill After Meter Issues

A customer of British Gas, **Gillian Morrison**, faced a **£202** bill due to ongoing issues with her gas smart meter. Earlier this year, her meter malfunctioned, prompting her to request multiple engineer appointments for repairs. Unfortunately, British Gas cancelled these appointments three times, which left Morrison frustrated and without a working meter.

The repeated cancellations resulted in British Gas promising compensation for the inconveniences. Initially, Morrison was informed she would receive **£40** for each missed appointment. However, the company later stated it only had a record of one cancellation and credited her account with **£50** as a gesture of goodwill. During the period when her meter was out of service, British Gas calculated her bills based on estimates, leading to a doubling of her direct debit payments, despite her requests to maintain the original amount.

Feeling overwhelmed by the situation, Morrison decided to cancel her direct debit payments and subsequently missed payments for May and June. British Gas informed her that her account was now in debit, resulting in the unexpected **£202** owed.

Customer Resolution and Compensation

After bringing her issue to light, Morrison received assistance from a consumer advice team. They contacted British Gas on her behalf, seeking a resolution to her ongoing troubles. In response to the outreach, British Gas apologised for the inconvenience and finally dispatched an engineer in June to repair the faulty meter.

The estimation process had resulted in an accumulated debt of **£202**, but the company took steps to rectify the situation. British Gas offered Morrison **£80** credit for the missed appointments and an additional **£72.45** to further compensate for her troubles. As a result, her account was restored to a positive balance, and she expressed relief that the issue had finally been resolved.

Advice for Other Customers

This case highlights the importance of promptly addressing issues with energy suppliers. Customers experiencing problems with their smart meters are encouraged to contact their suppliers directly and request a resolution. Energy companies are obligated to respond within five days; failure to do so may result in compensation of **£40** for the customer.

As the energy market continues to face challenges, it is crucial for consumers to remain proactive in managing their accounts and seeking assistance when necessary. Morrison’s experience serves as a reminder of the complexities that can arise in dealing with utility providers and the importance of clear communication in resolving such issues.