British Gas customer spent seven weeks trying to return £38,611 error
A British Gas customer spent seven weeks attempting to return over £38,000 that was mistakenly deposited into her account due to an administrative error. The incident highlights a lack of clear procedures within the energy company for handling large-scale payment errors.
Why it matters
This case exposes significant administrative vulnerabilities and poor customer service protocols within major utility providers when dealing with financial discrepancies.
A British Gas customer spent seven weeks asking the energy company to recover more than £38,000 that was mistakenly paid into her bank account, only to discover that customer service staff had no clear process for taking the money back. The homeowner, identified as DT from Sale, submitted a routine quarterly feed-in tariff (FIT) claim for £300 in May after providing a meter reading for energy generated by her solar panels. Instead of the expected amount, British Gas emailed her to confirm a payment of £38,611.59. The full amount reached her bank account the next day and remained there for almost two months despite her repeated calls and letters.
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