british gas make it up as they go along

flarty

ok so not only have they doubled my electricity bill since i last phoned to explain where my security deposit went, but hey have also added an extra £30 on to the "final" bill they last sent me.

I have all final bills and have told them that i will only pay once they have sorted out the remainder of my security deposit and subtract it from my first "final bill" and i will pay the remainder until then they can forget it, even though i was told previously that my final gas bill had been already cleared by my security deposit, and the rest was subject to VAT.

So basically what i'm enquiring to is, i'm currently trying to get hold of the phone call where i was told the gas debt had been cleared and can i use this for grounds not to pay as i had been informed it had already been cleared. If not am i within my rights to not pay till the security deposit issue is resolved and used to clear part of the final bill and pay the remainder.

smidgey

Security deposits are dealt with by a specific team. The credit resolution team and you can contact them on 0800 072 6223.

KimYeovil

Not much point them asking for a security deposit if they let the customer use it against their bill. Surely the whole idea of a security deposit is security against the very shenanigans you are trying to pull? Once you have paid the final bill (plus any penalties for late payments) then you can claim your security deposit back.

flarty

excuse me why would i want to be £200 out of pocket when they already have £200 of my money? the security deposit is refunded after a year as long as there are no late payments, since i'm switching suppliers i'd rather just have the security deposit used against my final bill.

apart from being given the run around for the past month and been fed mis-information, i dont see any "shenanigans" that im trying to "pull". And niether does the chap i just spoke to on the phone as he seems to be agreeing with everything i've said is trying to rectify it all now. It seems not all British gas employees are incompetent.

Joyful

A security deposit is returnable after 1 year of paying all bills on time. If your are still within this timeframe I would pay the final bills otherwise you may not have any deposit returned to you.

kjsmith7

Found out the info after a quick google. You will have to pay the final bill to get the security deposit returned.

Security deposits are very rare out of the 16m customers, and that is probably why you are receiving different information from different agents.

From: http://www.britishgas.co.uk/pdf/waytopay.pdf
(Page 11)

We normally ask for a security deposit in the following situations:
• If you are an existing customer but have repeatedly failed to pay your bills
within 28 days of request.
• If you are an existing customer and have broken an agreed payment arrangement.
• If you are a new customer and do not give us proof of your identity and your
previous addresses for the last three years.
• If you do not have a satisfactory credit status.
• If you have a bill that is unpaid and we have to visit you.
• If you are disputing a bill and have not made payments towards the
undisputed portion.

If you pay a security deposit
We usually calculate your security deposit by taking twice the value of your
average quarterly usage (estimated where required). You still need to pay your
bills promptly on receipt and the deposit does not count towards your bill.
We pay you interest on every 50 pence deposited, for every three month period
the sum is held, after deducting income tax at the standard rate. Interest is paid
at a rate equivalent to the base rate of Barclays Bank plc.
After 12 months we review the situation. If you have a good record of payment,
we will write to you within 14 days, and repay your deposit with interest.
If your energy supply contract with us is terminated, we repay your deposit
within one month, providing all your charges have been paid.

Hope that helps.