British Gas - Totally unhelpful and not very good at doing what they should

Morgan2010

I thought 'd just share a situation I'm currently trying to sort for a friend regarding British Gas.

Basically a good friend of mine has had a few problems due to lack of work (not his own fault). What is his fault is the fact that he hasn't been very good at letting companies know what was happening. As a result he had a letter from British Gas saying that if he didn't pay the £500+ he owed immediately they would be taking him to court for a warrant to enter his property and either disconnect him or fit a prepay meter.

As he doesn't have a landline he used my phone to call them after a very frustrating 30+ minutes on phone he gave up and gave the phone to me.

I explained to the chap who I was (friend with experience in Financial Services and complaints who was helping my friend sort his finances).

I asked why it was necessary for them to take my friend to court and charge him approx £450 to get a warrant to enter his property when he was perfectly willing for them to come and fit a prepayment meter.

I was told that as he couldn't make a token payment such as £150 they wouldn't stop the court action as they had already incurred costs

I then pointed out that if he could pay in full or make a token payment they were willing to not pass on these costs. So all they were doing was making things worse for the customers who could least afford it.

I said he was willing to have the £40 charge for preparing and registering the claim added to the amount he owed but the other costs could be avoided. They refused to budge.

I took the name of the person and said that if necessary we would be in court to explain the situation to the judge.

After getting off the phone I looked up Energy Watch to find they had been replaced by Consumer Direct and Consumer Focus. I phoned Consumer Direct who said they would pass to Consumer Focus.

After getting permission from my friend Consumer Focus wrote to me confirming that British Gas would come to fit a card meter and would collect the debt at £5 a week.

I then had a phone call from British Gas and arranged a time for them to fit the meter.

Today my friend found out British Gas had set it at £25+ a week and added £100 to the debt without warning.

I've told him to phone them tomorrow and explain the letter from Consumer Focus and then if that doesn't help phone Consumer Focus again.

I'm very unimpressed with British Gas.

Fire_Fox

Why phone in response to such a significant letter? If this goes to court your friend will need a paper trail proving his willingness to pay. You cannot use the ombudsman service until you have exhausted the in-house complaints procedure.

Morgan2010

Phoned because of the time element. They were taking him to court in 9 days from when we phoned as it was we only managed to get the meter installed the day before the court date was due.

Consumer Focus actually have a project going to try and prevent the utility company's taking people to court and cutting them off unless it's a last resort. Therefore they will help as soon as you are threated with disconnection.

I'm not sure which Ombudsman you mean as Energy Watch used to the one for Energy. If you mean FOS they only cover Financial Services so their rules would not apply.

Premier_2

If the court date has been set for 9 days time, much correspondence from BG demanding payment has not been answered.

You are correct that energy suppliers should not disconnect customers unless as a last resort. However you said in the OP that was just one option, the other being to fit a pre payment meter to recover the debt whilst still maintaining a supply. That appears to be what they have done.

The intended application to the court said it was for an entry warrant. This is necessary if the customer does not otherwise allow supplier access to their meter.

Morgan2010

Premier wrote: »

If the court date has been set for 9 days time, much correspondence from BG demanding payment has not been answered.

You are correct that energy suppliers should not disconnect customers unless as a last resort. However you said in the OP that was just one option, the other being to fit a pre payment meter to recover the debt whilst still maintaining a supply. That appears to be what they have done.

The intended application to the court said it was for an entry warrant. This is necessary if the customer does not otherwise allow supplier access to their meter.

I totally agree with you. I won't quote what I said to my friend as pretty much the only tame word used was muppet. I just found BG's pay us something and if you can't afford it we'll slap £450 on top attitude a bit annoying. Especially as one call from Consumer Focus had them back pedaling to we'll come and fit the meter and cancel the court case. Then they have gone and set the repayments for over 5 times the amount they agreed with Consumer focus.

What is even worse about this is that my friend has just got a lodger and it was him who put £40 on the gas card. My friend could have afforded to give said lodger the £22.50 (£5 agreed debt plus his £17.50 share of the credit) but not £33.00 (£26.00 plus £7 share of gas) which is the difference between having a full tank of petrol to work or a couple of days food..

Gerrard_8_lfc

Your friend owes £500 plus what he is using and hasnt botherd before this. BG not good at doing what they do ?. Has your friend seen a stop in his supply ?

BG are not a debt collection company neither are any of the suppliers.

The point is it should not have got to this point and it would have happend with all suppliers.

I suggest your friend cuts down consumption and pays off the debt.

Unhelpful ? because he isnt being told its ok he owes £500 going into winter.