Writing on behalf of my 83 year old neighbour. Her husband died in April 2024. I contacted the bereavement team and got the account changed to her name and asked for bills to be posted to her. She has never received a bill which i only found out today. She said she was checking her bank statement and she usually pays £75 a month direct debit (around about the same as me, im in exactly the same house) This month BG took £269 from her bank account. When i called they had never changed the name to her so had to go through all his date of death details again. They then said she has been estimated on her gas since December 2024 and her bill was now in debit to catch up. Our electric meters are smart but not gas. When i get the message telling me to send gas reading i get hers as well and submit it online, i have never missed giving them a reading. They say they have no readings. They also said they sent her notification to an email address and also all her bills, she doesn’t have an email and neither did her husband, her bills were always paper. I have lodged a complaint. I’m furious that they can treat elderly people this way
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