UK energy suppliers have a long-standing reputation for being some of the most frustrating and inept companies in the country. The latest drama unfolds across three tragic farces, where hapless customers are left fighting for what's rightfully theirs.
Act I takes us to Stafford, where 82-year-old KM has fallen victim to British Gas's woeful customer service. After switching to their supposedly "preferential rate" tariff, her smart prepayment meter stopped working, leaving her without electricity and heat in the dead of winter. With no gas supply to boot, KM was forced to rely on a phone app that refused to work, informing her that her account was locked. Each time she rang British Gas, she received conflicting advice – one agent told her to climb a ladder to photograph the meter number already recorded by their system, while another suggested using an old top-up card from a previous supplier.
KM's ordeal continued for 18 days, with no resolution in sight. When she finally got through to someone, she was met with a half-hearted apology and a promise of goodwill payments – but it came too little, too late.
Act II shifts the spotlight to Glasgow, where RW has spent seven long years trying to sort out an issue with his energy bills. Since a new smart meter was fitted in 2018, his bills have been enormous – so large that he's ended up with a four-figure debt. Despite sending photos of the meter and complaining to various suppliers, RW was left feeling like a cash cow for Bulb and Octopus Energy.
It wasn't until he tried to switch suppliers this year that the truth came to light: his old meter had been recorded in cubic feet rather than cubic metres – a mistake that has cost him over £8,000. When Guardian Money stepped in, they discovered RW had been overpaid nearly 12 grand, including interest and compensation.
Act III takes us to Dorset, where a teenage schoolgirl is being threatened with a damaged credit rating by Ovo Energy. The company has decided she owes them £20 for a rental property her family left a year ago – despite the fact that it's no longer their concern. With no explanation or empathy from Ovo, the girl was facing legal action if she didn't pay up.
This tale is eerily reminiscent of a previous drama involving Ovo and a teenage boy who'd long since moved out of his own home. When Guardian Money got involved, they discovered that Ovo had made a similar mistake – one that cost the student thousands.
As we navigate these three acts, it's clear that some energy suppliers are more interested in making money than providing proper customer service. The system is broken, and it's up to consumers like KM, RW, and the schoolgirl from Dorset to fight back for what's rightfully theirs.
Act I takes us to Stafford, where 82-year-old KM has fallen victim to British Gas's woeful customer service. After switching to their supposedly "preferential rate" tariff, her smart prepayment meter stopped working, leaving her without electricity and heat in the dead of winter. With no gas supply to boot, KM was forced to rely on a phone app that refused to work, informing her that her account was locked. Each time she rang British Gas, she received conflicting advice – one agent told her to climb a ladder to photograph the meter number already recorded by their system, while another suggested using an old top-up card from a previous supplier.
KM's ordeal continued for 18 days, with no resolution in sight. When she finally got through to someone, she was met with a half-hearted apology and a promise of goodwill payments – but it came too little, too late.
Act II shifts the spotlight to Glasgow, where RW has spent seven long years trying to sort out an issue with his energy bills. Since a new smart meter was fitted in 2018, his bills have been enormous – so large that he's ended up with a four-figure debt. Despite sending photos of the meter and complaining to various suppliers, RW was left feeling like a cash cow for Bulb and Octopus Energy.
It wasn't until he tried to switch suppliers this year that the truth came to light: his old meter had been recorded in cubic feet rather than cubic metres – a mistake that has cost him over £8,000. When Guardian Money stepped in, they discovered RW had been overpaid nearly 12 grand, including interest and compensation.
Act III takes us to Dorset, where a teenage schoolgirl is being threatened with a damaged credit rating by Ovo Energy. The company has decided she owes them £20 for a rental property her family left a year ago – despite the fact that it's no longer their concern. With no explanation or empathy from Ovo, the girl was facing legal action if she didn't pay up.
This tale is eerily reminiscent of a previous drama involving Ovo and a teenage boy who'd long since moved out of his own home. When Guardian Money got involved, they discovered that Ovo had made a similar mistake – one that cost the student thousands.
As we navigate these three acts, it's clear that some energy suppliers are more interested in making money than providing proper customer service. The system is broken, and it's up to consumers like KM, RW, and the schoolgirl from Dorset to fight back for what's rightfully theirs.
theyre just taking advantage of people who need their bills paid most like my aunt who has no idea whats going on with her british gas account she keeps getting told different things and nothing ever gets fixed 
meanwhile those companies are raking it in like ovo energy is literally making money off people like that schoolgirl from dorset thats just not right 
£8k is a lot of money fam
like wtf do they care about some old rental property?
and it made me think of how my grandma used to get stuck in her favorite armchair because she got too comfy 
guess that's just part of life now 
and ovo energy's actions towards the schoolgirl are just ridiculous 
and British Gas still managed to mess it up. And don't even get me started on RW, 7 years of huge bills and they only found out he was overcharged by £8k because he tried to switch suppliers 
. These stories are just so heartbreaking and frustrating 
. We've got to stand up for KM, RW, and that poor schoolgirl from Dorset and demand some real change 
.
. And the way Ovo Energy is treating the schoolgirl is just cruel 
. Someone needs to hold these companies accountable for their actions 
It's like they're just sucking the last bit of money out of customers. And these stories of overcharging and incorrect meter readings are just mind-boggling. Interest and compensation on top? That's just not right. 
British Gas is literally the worst. And RW's meter issue is just... wow. £8k overpaid and they didn't even bother to check their own records? No wonder they're so slow to respond to complaints.
. Seriously though, how do we even change this broken system? It's time for some real reform and accountability from these companies