Complaint against British Gas My customer number when with British Gas was - 851010505362 The issue began when we decided to change energy suppliers. We contacted British Gas and began the process of submitting meter readings etc. The 1st set of reading I submitted were declined and the reason was that the reading was very different than what was expected. I then phoned and after a VERY lengthy process of being passed from one to another I was told the meter readings could not possibly be correct. I confirmed them again over the phone and mentioned the fact they were from my smart meter. The response I got was, “You don’t have a smart meter!” I was a bit perplexed as I was being told that what I was looking at in my sitting room was seemingly a figment of my imagination. I assured British Gas that there was in Fact a smart meter and that it was British Gas who had installed it last year (Aug 2018). The call was ended with the assurance that we would receive a phone call the following day with an explanation. A week later and no phone call! I then called British Gas again... Another VERY lengthy wait and call (again in excess of an hour). The advisor again proceeded to inform me that NO smart meter had been fitted to our address. After, AGAIN, going through the same brief as I had spent ages doing to the previous British Gas rep, this man was sympathetic and began asking the right questions. I gave him the serial numbers from both Gas and Electric meters along with both the meter readings. He informed me that the serial numbers were NOT what was recorded in their system. Turns out we had new meters installed along with the smart meter. Although British Gas has no record of this being carried out! I assured the rep that all the work had been carried out by British Gas as they were our energy supplier. The rep assured me that he personally would sort things and get back to me the following day. The same outcome as before, 4/5 days laterI had to phone them for an update! Guess what the process ended up being... WELL OVER an hour again briefing yet another rep!!!! This man was VERY unhelpful and harsh with me. I was just about keeping my cool, however frustration was beginning to surface. I ended the call with a request for a complaint to be lodged. I was assured that someone would be in touch. I received an Email stating that THEY had RESOLVED the issue and had addressed all my concerns. THEY DID NOT ADDRESS ANY OF MY CONCERNS - and said they had closed the case!!! I am now left with many unresolved problems - our new supplier has opened our new account based on British Gas “Estimates” for gas readings. - when I submitted readings to Bulb energy, they send the same response that British Gas used too - The readings are not accepted because they are way off their expected readings!!! - I have no way of knowing if I have been ripped off by British Gas as for the last year they have been going on “estimated” readings. - all our four girls left home during that year and we know our usage was dramatically reduced when they left home!! - there is a massive difference between the “estimated” readings and actual. Actual readings are round 3000 lower than estimated ones on both meters.