British Gas took 15 months to issue a final bill and refund more than £1,500 to a customer, Beth Kojder, after she moved out of her one-bedroom flat in south-east London in October 2024. Kojder complained to the energy ombudsman a few months later when British Gas failed to provide a final bill or refund her credit.

The energy ombudsman ruled in Kojder's favor in February 2025, instructing British Gas to fulfill her request, but the ombudsman lacks legal authority to enforce its decisions. Kojder received the offer of her refund this week, just before her case was scheduled to be heard in a small claims court.

British Gas stated that it was "implementing the ombudsman's remedy" for Kojder and apologized for the delay. Kojder described the process as "relentless," "tiring," and "completely draining" to the BBC. She provided meter readings to British Gas when she moved out of her flat, requesting a final bill.

The delay highlights ongoing concerns about customer service and billing accuracy within the energy sector. While automated systems are increasingly used for billing and customer interactions, these systems can sometimes fail to address individual customer needs effectively. This case underscores the importance of human oversight and intervention in resolving complex or unusual billing issues.

The use of AI in customer service is growing, with chatbots and automated systems handling routine inquiries. However, when these systems encounter complex situations, they may struggle to provide satisfactory resolutions, leading to customer frustration and delays. The incident with British Gas illustrates the potential pitfalls of relying solely on automated systems without adequate human support.

The energy ombudsman's decision in February 2025 should have prompted a swift resolution, but the lack of legal power to enforce its rulings can lead to prolonged delays. This raises questions about the effectiveness of current regulatory mechanisms in protecting consumers from unfair practices by energy companies.

British Gas has stated that it is addressing the issue and has apologized for the delay. The company is now implementing the ombudsman's remedy, and Kojder has received the offer of her refund. The resolution comes just before her case was due to be heard in a small claims court, suggesting that the threat of legal action may have expedited the process.