Problems with transfer from British Gas please advise!

roseydosey

Please could someone advise us regarding the following scenario;
My mum has been with British Gas for several years and I suggested she swap to another supplier......we found Npower to be the cheapest for her area. We asked to transfer and had the new contracts through from Npower. Mum was paying by direct debits and it seems she overpaid last year and her payments were reduced this year. So, in our estimation she is up to date.......however, British Gas are now saying she owes them more money for last year and are now saying they will stop the transfer! I have made endless phone calls to British Gas and seem to get no joy apart from ever increasing phone bill and a hint of sarcasm from their staff!
Npower has said that the final meter reading will be given to British Gas for the final bill to be issued accordingly. They have given the transfer date as end of the month. Mum is happy with this, but it seems British Gas are not! Can British Gas stop the transfer now?
Please advise as mum is getting very frustrated and is put off the whole transfer process so much so that she wants to remain with British Gas to save the hassle! Many thanks in advance and sorry for the long post!

SwanJon

The old supplier (in this case BG) can object to a switch for a few reasons, one of which is an outstanding debt for more than 28 days.
If you are worried, call in with a reading, get a bill and pay off any difference. At this time of year that should be small anyway.

roseydosey

Thanks for that but I'm confused about the bit about 'outstanding debt for more than 28 days', does that refer to from the date of bill produced? As it is mum's bill is due to overpaying on DD last year, hence DD payments were reduced this year. However, I rang Npower and they reassured me that they will take the final reading and pass this onto BG after transfer!
I am confused as Npower told me that they have a transfer date so the transfer will be going ahead. But, the letter from BG states they will be objecting to the transfer! Very, very confusing. Mum is not in a position to pay two bills at once and knowing BG they will be demanding extra charges.

SwanJon

It's 28 days from the bill.
Why would BG be demanding extra charges? Your mum hasn't done anything wrong, as long as she (agrees to) pays they have no reason to charge her.

roseydosey

I believe extra charges would occur due to the disagreement arising from overpayment of DD last year and decreased DD this year its complicated iyswim and late payment due to this. BG customer service is awful, they sure know how to drive a customer away!

SwanJon

So long as your mum has kept up ther DD (whatever it is set at), and pays, or makes arrangements to pay her final bill, they have no reason to apply charges.
(Unless She was on a fixed rate with cancellation fees)
If BG have objected to the transfer, the start date may change. Have you found out what the balance is?
While the balance may have built up becasue the DDs were too low, she has still been making payments.
For example,
If she paid £30 a month
Jan-Mar bill = £150, 3 pmts of £30 = balance of £60
Apr-June bill = £70, 3 pmts of £30 = balance of £40. <- this £40 has only been outstanding since June, as payments in Apr & May paid off March's £60 balance.