Charged £1498 for 3 months with British gas for 2 bed terrace house. Need help please
I was previously with Utilita from 2022, on a pay-as-you-go plan, after buying my house — a two-bedroom terraced house. I always topped up and never had any problems with Utilita. I rarely use gas from April to November each year, with usage amounting to £10–15 monthly during that period. I am a widower and mainly live alone, with my two toddlers staying 2–3 days a week. My highest monthly winter bill with Utilita pay-as-you-go over three-plus years was £150, and £70–80 in summer from April onward. The average gas and electric bill on my street is £115 monthly.
There was a broken smart meter when I moved in after buying the house, so I threw it in the bin and never had a smart meter since.
I received a random call in February 2026 from a British Gas agent who promised that my fixed monthly bill and direct debit would be £92 a month. I told him I was happy with Utilita, but he insisted British Gas was cheaper with fixed monthly payments. I explained my situation as a widowed single dad of two with a heart condition who needed peace of mind — I have already made a complaint about how he marketed the switch to me on that basis.
I paid £92 for March and April, then received a sudden notification that my direct debit was increasing to £215 monthly. I was shocked and called immediately to ask why it had gone up so much. I was told they had done a future calculation/estimate based on my current reading and projected winter usage. I said I’d had enough and wanted to go back to Utilita, and I lodged a complaint asking for the plan I was sold to be reviewed, given their duty of care. They said I would pay £100 to switch back to Utilita, which I accepted, as I just wanted peace of mind.
I have been back with Utilita pay-as-you-go since the end of June, and my total charge so far is £80 for gas and electricity combined.
This morning I was shocked to see a direct debit request for £1,498. I called my bank immediately to reclaim the money and cancel the British Gas direct debit, then called British Gas and spent an hour discussing the issue. The agent was polite and seemed to understand my frustration, but after putting me on hold for a few minutes, she said I still owed the £1,498, as that reflected my actual usage over the three months with British Gas. I said there was no way I could have used that much — I’m not living in a steel plant. She said the figure came from my smart meter reading. I reiterated that I no longer have a smart meter.
I’m posting this for advice on how to proceed. I’ve already filed a complaint with the agent, but I know that could take a long time, and I’m worried it will affect my credit score, since she said they would still charge my bank. I’m completely lost for words and at breaking point. I have a mortgage to pay and children to feed alone.