An 84-year-old woman from Brighton, Pat Arrend, is refusing to pay her £1,400 energy bill after British Gas stopped sending her paper bills. Pat, who has lived in the same home for 55 years, says she relied on receiving bills by post and paying them in person, but the company moved her account online without her consent.

She claims she never received any bills after being told in early 2024 that she could still pay in person. Months later, she was informed she owed £500, which later increased to £1,400. She insists she has always paid on time and is willing to pay once she receives a paper bill.

Unable to manage online payments without help, she says the change has affected her independence and privacy. Despite contacting British Gas and their solicitors multiple times, the issue remains unresolved.

The company’s legal representatives asked personal questions, raising concerns for her safety and suggesting a possible disconnection. Pat says the situation has caused stress and sleep issues.

British Gas later apologized, confirmed she will now receive paper bills, and offered a goodwill gesture.