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Sarah
Money Manager
Joined: 16 Jul 2004
Posts: 831
Cash Points ££ 12024.38
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 Posted: Mon May 28, 2007 8:09 pm Post subject: £32,000 for a domestic gas bill ! British Gas really does ha |
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A young mother from Brecon got the shock of her life when her gas bill arrived – to the sum of £32,000.
As tonight's X-Ray (Friday 25 May, BBC One Wales) discovers, according to British Gas, Nia Harries owed them £32,000 for less than three months worth of gas for her small terraced house – possibly Wales's biggest ever domestic bill!
Although the error was obvious to Nia, getting the message across to British Gas wasn't quite so easy. Despite repeatedly telling them about the problem since the first bill in November, it wasn't until X-Ray got involved that British Gas finally corrected her bill several months later.
In the meantime, that £32,000 gas bill weighed heavy on Nia's mind. "I was thinking, will it affect my credit rating, am I going to get blacklisted?" said Nia.
"They had my bank details so I was checking my bank account every day to check nothing had been taken out."
Although this sounds like an exceptional circumstance, the situation is all too familiar to Wendy Davies, Director of Energywatch Wales.
"British Gas really does have to get its act together," she said. "Their inability to deal with customers is inexcusable." But even Energywatch hadn't heard of British Gas getting their sums wrong to the tune of £32,000!
British Gas has since apologised to Nia for the original mistake and for not acting on her complaint. They said the £32,000 bill was generated because their reading from when Nia moved in was lower than the previous estimate and so it appeared the meter had gone all the way "around the clock."
British Gas do have a system for checking such anomalies but due to human error Nia's bill wasn't checked thoroughly enough. They are also addressing what went wrong in their complaints process to make sure it doesn't happen again.
British Gas said: "Customer service is our number one priority and we are working very hard to return to previous high levels of customer service. The investments we've made in the business are starting to have very real impacts. Every customer counts to British Gas."
X-Ray, Wednesday 25 May, 7.30pm, BBC One Wales |
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