British Gas used an incorrect opening read for my elderly neighbour's gas account back in Nov 2021. This meant she is being charged for gas she never used at a cost of around £1,200. My friend did not notice this as BG mostly used estimates for the gas usage despite an existing smart meter, and the energy statements are only sent twice a year, and are incredibly complicated and confusing. I happened to see her statement for Jan 2023 and noticed something must be wrong. Following unsuccessful dealings with the customer service and their internal complaints department, I eventually raised the complaint with the Energy Ombudsman. On 22/02/2024 the issue has still not been resolved...!