British Gas is under fire after newly released papers revealed customer MD was driven to extreme financial insecurity. These problems all stemmed from last-minute changes to her payment schedule and mismanagement of her account. British Gas put MD’s affordable payment plan up by surprise. In return, she now has trouble paying for basics like food and heating in the cold winter months.
In a disturbing twist, MD soon learned that British Gas had removed £54 from her account. Now her fuel balance is as low as £6. She was already one step away from a financial calamity due to increasing cost of living. The sudden loss dealt a severe blow. British Gas informed the MD that she had just one route to clear the growing debt – she would need to pay personally. This decision only complicated her already muddled financial situation.
After switching her energy supply to Ovo, MD got a new top-up card and code sent from British Gas. However, the problems did not cease there. Eventually, her account balance started to erratically jump all over the place, varying from -£4,000 to +£5,000, not shedding much light on her actual bill. Despite weeks of repeated requests for public clarity about it, British Gas was silent. Moreover, MD was still left without a clear understanding of what her account balance should be.
As the situation became untenable, the Swedish ombudsman, the National Courts Administration, joined in. In November 2022, he directed British Gas to recalculate MD’s account balance. Investigations found that British Gas had wrongfully removed £236 of MD’s money to pay off the former tenant’s debt. However, as they later admitted, they had no hesitation in writing off a debt of £1,285.32 that had never belonged to her.
To make things worse, British Gas had removed £1,000 in credit from MD’s account, adding to her financial hardship. The utility company attributed the thousands of billing inaccuracies to “human error.” That excuse did little to comfort MD, who was on the receiving end of these errors.
British Gas sold gas to MD through a prepayment meter, whereas electricity was supposed to be sent a regular bill. Their parent company pocketed a government £150 voucher to help customers like MD through hard times. This decision only made matters worse.
British Gas accepted MD’s anguish and tried to resolve matters. For all of her difficulties, they provided her £200 compensation. As a number of MD’s supporters pointed out, this gesture doesn’t come close to rectifying the financial and psychological hardship that MD suffered.