British Gas Update

Thank you for reaching out, and I completely understand how concerning it is to receive a large, unexpected balance from British Gas especially when you’ve been making regular, on-time payments to us.

We know how frustrating this situation with British Gas is, and I want to reassure you that we are actively managing this for you and taking the lead to get it resolved. You shouldn't have to navigate the fallout of supplier transitions on your own, so we are stepping in to ensure British Gas corrects your account.

Here is a clear breakdown of what has happened and the exact steps we are taking to put this right:

• Why a balance built up: When Rebel Energy went into administration, British Gas took over your supply under the Supplier of Last Resort process. This created significant billing delays on British Gas’s end. Throughout this transition, we continued collecting payments based on the best information available to prevent a massive gap in your account.

• Your payments are secure: Every single penny you paid to Homebox toward your energy has been successfully transferred to your supplier. When you see multiple payments dated on the same day, that is simply British Gas processing our manual bulk transfers into their system it does not mean any payments were missed. You can view your full transaction history anytime in the Payments section of your Homebox portal.

• The Tariff Error (Key Action Point): We have identified that British Gas failed to apply your Welcome Homebox Tariff for this period. Because of this error, the balance British Gas sent you is incorrect, and we do not consider it valid or final. We are actively pushing British Gas to recalculate your bills on the correct tariff immediately.

• Meter Readings: Because British Gas does not share smart meter data directly with us, we rely on customer readings during billing gaps. If you submitted any readings to us during this period, please let us know so we can cross-reference them against British Gas’s figures.

• No Double Charging: Rebel Energy billed only up to your supply transfer date. Any payments processed after that went directly toward closing out pre-transfer charges so your account remained up to date.

• Your Homebox Management Fee: The £30 monthly difference covers your dedicated Homebox Energy Billing Service. At just £1 a day, this fee ensures we handle all supplier setup, payment management, manual transfer handling, and ongoing disputes with energy companies directly on your behalf so you never have to deal with British Gas yourself.

Next Steps & What You Need To Do Right Now
1. Do not pay or agree to any payment plans with British Gas yet. Because we caught their failure to apply your correct tariff, the current figure they have provided is wrong.

2. We are handling British Gas: We are managing this issue with British Gas to force a recalculation. Once they issue the corrected bills, we will review the figures line-by-line to ensure they are accurate.

3. Future Protection: As soon as the corrected bill arrives, we will help you cleanly separate your ongoing daily energy usage from any remaining historic balance so your monthly budget stays predictable.

We are on your side and will see this through until your account is fully corrected. If you have any additional meter readings or notice anything else that looks off, please reply directly to this email and our team will investigate immediately.

Kind regards,

Homebox Customer Support