British Gas issues

[texaxile]

Not sure if this is the correct section to post this, so apologies.

In summary, I'm POA for my Father, going through his bills etc it appears his dual fuel variable tarriff account with British Gas is £2979 in credit as of 12 August. Back in January it was £1500 (approx) in credit, and they have only just now reduced his payments.

I asked why they have not refunded the excess money and was told that unless it is requested by the customer they won't, which I find slightly hard to believe as EDF (my supplier) are pretty quick and do it every time they assess the bill (bi anually I think).

I also think his Smart meter has been over reading, as his previous bill for one person alone in a 2 bed detached house was £330 pcm, while mine for 4 people in a 4 bed is £159 pcm (dual fuel variable tarriff EDF). Houses are the same age and if anything his boiler is newer and is pretty efficient. He leaves one light on 24 hours, doesn't use the cooker at all or the heating much, and I do all of his dhobi.

Do I have any recourse as to this?. As BG would not discuss his account until I've provided proof of POA I'm pretty stuck for the time being, but also not very happy that they're holding onto so much of his money and won't refund it until they have the card number from either him, or a nominated person (me).
he process isn't too onerous, just a case of emailing the POA docs to BG - but how long I'll need to faff around is anyone's guess. I'm just effing angry that they have not even offered to process a refund.

[Wacky Racer]

They won't refund any money, unless you request it, think of all that lovely interest they are making with millions of customers in credit,

You can hardly blame them.

I requested a £1000 refund from Octopus last week, it came through in four days.

Not unreasonable to request proof of your POA,

Good luck and just be patient, you are just a number on a computer to them.

[texaxile]

Wacky Racer said:

They won't refund any money, unless you request it, think of all that lovely interest they are making with millions of customers in credit,

You can hardly blame them.

I requested a £1000 refund from Octopus last week, it came through in four days.

Not unreasonable to request proof of your POA,

Good luck and just be patient, you are just a number on a computer to them.

thanks mate, appreciate the reply. I have no issue giving them my POA and once its done, it's done. To be fair, the process is fairly easy and the super helpful person on the end of the phone said that it'll also allow me to use the special helpline for people with difficulties.

They, along with all the other utility companies must be raking in a ton of interest.

FWIW I've just started to need to use the POA, I've found Barclays, Anglian Water, the Post Office and even British Gas (thus far) very helpful indeed, and Barclays even made an effort to follow up, making the process less stressful that I imagined it would be.