British Gas raid my account>

Ive_Been_Mugged

Yesterday my boiler was leaking, had the homecover so called British Gas. Explained to the call centre the problem and gave cover details. they told me I was no longer covered for repairs after 1st year by was covered on inspection when it broke down.I Was asked for my card details??? I asked why the needed that? They said that if I was not there in person as the policy holder any further work required may need to be invoiced. I was assured that if any work carried out over and above the homecover policy would come with an estimate prior to work starting. Luckily I was in when the engineer arrived so he started the inspection under the homecover plan. ( an inspection). He noticed where the leak was....a lose screw on the pump which he tightened. He had a cup of tea and left!. Later that day I was ensuring that I had sufficent funds to pay 2 direct debits the following day. To my horror there was less than £2 in my account. Immediately rang bank to be told British Gas had taken £198.99 from account! I was extremely upset. I got home and rang British Gangsters. To be honest the best way to discribe the conversation with them was I was told in to uncertain ways "TOUGH S**T" They would check it out and get back to me in 4 WEEKS. I indicated I wasnt happy with this at which point they hung up? Eventually got back through after an hour and a half. to be told to ring back tomorrow and talk to someone else who may help. Still crying now by thier total inept service and attitude. £198.99 i will probably never see again and a smug BG company who says they can legally take money from an account even though not authorised, invoiced, no estimation supplied, no work sheet signed off and verbally told no money to be taken at all. Now NatWest tell me they cant do anything because I authorised it when clearly I did not and would not knowing I did not have the funds to do so.:(:(
Currently talking to NatWest to try to have the payment stopped but not holding out much hope there. HELP!:money:

Gerrard_8_lfc

You have been charged a Fixed price repair. When you arranged for this engineer to go out the agent you have spoke to has taken your card details to reserve the money from the account and when the job is then completed the money is taken in full. The way BG charge the fixed price repair is dependant on the time it takes the engineer to repair the fault. (This is after he finds out what the fault is and how long it will take to repair.)

Its a 3 Tier Pricing system.

Tier 1 - £79 (0 - 30 Mins.)
Tier 2 - £199 (31 - 120 Mins.)
Tier 3 - £379 (Approx) (over 120 Mins.)

Tier 2 is always the amount which is reserved at the time of booking. (To Prevent people not paying once the job is completed.)

If you have not agreed to this repair have the call listend to and it will be resolved by Customer Relations, However You must have gave these with consent for the engineer to be sent to the property.

Ive_Been_Mugged

I was informed that the engineer was attending on the homecover policy free of charge. Only then any work carried out would be put on an estimate and I would sign for the work carried out. There was no estimate or job sheet and the only sheet left by the engineer stated that on the homecover visit the boiler was in good working order and no work was carried out!:mad: So I have little chance of getting any money back?

Gerrard_8_lfc

Ive_Been_Mugged wrote: »

I wasinformed that the engineer was attending on the homecover policy free of charge. Only then any work carried out would be put on an estimate and I would sign for the work carried out. There was no estimate or job sheet and the only sheet left by the engineer stated that on the homecover visit the boiler was in good working order and no work was carried out!:mad: So I have little chance of getting any money back?

If what your saying is true, Your claiming BG Lied through there teeth gave you no indication of any sort of charge then have the call listened to and get your money back. I am sceptic there is more to this tbh but have the call listened to and if that is the case they will be more than happy to refund the money.

Ive_Been_Mugged

In that case I shouldnt have any issues getting money back. I have already requested the conversation in replayed and even asked for a copy if possible. BG said they are searching for the tape. (TBH wouldnt suprise me if that isnt available either) So does anywork OVER and ABOVE the homecover policy have to be indicated by estimate by the engineer before work starts or can they just do the work not leave a work record or work done and just leave without telling me the cost? Maybe there are others who have had extra work done OVER and ABOVE the homecover policy and the correct procedure has not been followed? Maybe there could be a case for multiple refunds if BG have taken this action?

Gerrard_8_lfc

The issue is you seem to claim you have a valid active Homecare agreement which BG say you don't, The £199 Fixed Price repair is something that you may have agreed to do over the telephone you say you didn't so thats the whole point in your complaint.

From the information you have provided it would seem you have No Valid homecare therefore you have been charged a One Off Repair. Write to customer relations they can usually pull calls quicker than going through Customer Services ect ect.

Ive_Been_Mugged

Hi, Thats the whole issue. I do have a valid homecover policy which was why i quieried the card? The call centre said that the cover was in place but dependent on repairs they may need it! Was specifically informed that unless extra invoiced work was carried out to repair the boiler with my consent then it would not be used. As no work was carried out or signed by me as being completed (as the engineer stated the boiler was ok on the homecover sheet? Reading your replies do you work for British Gas by any chance?

ollski

If you have homecare policy exsisting and you have had a first visit check to accept onto contract (or 28 days have elapsed since signing) then you are covered and no charge should have been raised.

neil277

Ive_Been_Mugged wrote: »

I was informed that the engineer was attending on the homecover policy free of charge. Only then any work carried out would be put on an estimate and I would sign for the work carried out. There was no estimate or job sheet and the only sheet left by the engineer stated that on the homecover visit the boiler was in good working order and no work was carried out!:mad: So I have little chance of getting any money back?

Hi
I would ask to take it further to the director, ask for the telephone conversation between you and the other guy on the day he took your bank details. They must keep recordings for some time before being destroyed.
If its true what you have said then its misrepresentation on his part, you would win in court, I have a book in doors which states the laws that must be followed by tradesmen. I will look for it

Thanks

Neil

neil277

neil277 wrote: »

Hi
I would ask to take it further to the director, ask for the telephone conversation between you and the other guy on the day he took your bank details. They must keep recordings for some time before being destroyed.
If its true what you have said then its misrepresentation on his part, you would win in court, I have a book in doors which states the laws that must be followed by tradesmen. I will look for it

Thanks

Neil

Truthful marketing
under laws which came into fource in 2008, you can be asked to prove that an advertising claim is true and you can found to breach regulations by failing to disclose to customers the full and accurate information they need to make a buying decision

Gerrard_8_lfc

neil277 wrote: »

Truthful marketing
under laws which came into fource in 2008, you can be asked to prove that an advertising claim is true and you can found to breach regulations by failing to disclose to customers the full and accurate information they need to make a buying decision

Did you read What I said in my replies to the OP....

Yes OP I work for BGS and if you do what I say and Write to Customer Relations they will pull the call and see what was said, I don't think you need to involve a Director (At This Point Anyway.)

Write to

British Gas Services
Customer Relations
Murdoch House
Bothwell Road
Uddingston
G71 7TW

Once you do that it should be problem solved.