Aug 27, 2020

British Gas sorry for winter prepayment top-up switch failure

British Gas is paying £1.73m after it failed to tell thousands of customers they needed to buy prepayment meter top-ups from different shops. The energy giant switched its top-up provider, from Paypoint to Payzone, on 1 January, but 270,000 customers were not told. Not all customers, some of whom are vulnerable, were informed of a change in the minimum top-up from £1 to £5. Regulator Ofgem said the lack of information may have led customers to make wasted journeys to try to top-up at shops which no longer offered the service. Many customers were told about the changes to the supplier and new minimum payments in December, which Ofgem said was too late should they want to switch to a new prepayment meter provider.

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