Direct Debit problem with British Gas

En-Mao

Hi all,

I dont know if this is the right place to post, but i am looking for some advice regarding direct debits.

My partner decieded that instead of paying for a homecare agreement as a yearly payment, she would split it over the year and set up a direct debit with British Gas Homecare and pay monthly. That way they would all be set up to come out of the same account as the gas and electricity bills.

This was done on the 9th December 2010.
My partner then realised that no payment had been taken the month afterwards and contacted British Gas,asking if there was a problem as there was plenty of money in the account it should have been taken from. She was then informed that the direct debit had not been set up. So she went through the process of setting it up over the phone again.
The price is now going up for the yearly cover as they didnt take it the first month and its spreading across the year. My partner agreed to that as long as the next payment was taken.

1st February 2011 my partner goes and checks if the money has been taken. Once again it hasn't. My partner contacts the bank who says that the direct debit has never been set up by British Gas Homecare. We then also recieve a letter saying that the direct debit was not taken as we have cancelled the direct debit. (which is untrue)
My partner phones British gas who then say that they can see the payment and it will take 5 days to come through the system. My partner waits 5 days and guess what, no payment is taken. Although the payments are being taken for the gas and electricity from the same account via direct debit, but nothing taken for the homecare agreement.
My partner then phones British Gas again and then she is informed that the direct debit is set up, but the bank have not authorised the payment.
My partner is then told that on the 1st March the money will be taken after setting up a new direct debit, but now the monthly payment will be going up again as we still have to pay for the 3 months cover over the remaining months.

1st March till present, same thing happens as whats been going on for the past 4 months. I have just finished on the phone to the member of Staff at the British Gas Homecare who basically said that the bank and I were lying and I have cancelled the direct debit and the bank are saying that the direct debit has never been set up

So can any one give me some advice please.
It seems that there is a stalemate between the companies and its a case of passing the buck each time either of them are contacted.

puiyee

Hi En-Mao,

I have been experiencing the exact same problem as you have described with British/Scottish Gas Business. On numerous occasions I have set up direct debits with them for our business gas and electricity supply and they never take payment from the assigned bank account and they call me and say I have cancelled the direct debit, despite going to the bank and getting proof that the direct debit is active.

As a solution, if it's the same amount that you are paying to British Gas each month, cancel your direct debit and set up a standing order as you are instructing the bank to pay them rather than British Gas asking for payment via direct debit.

I hope this helps and I feel your frustration. I am at the end of my tether with British Gas and will never recommend them to anyone. I do not like being called a liar and they never accept responsibility. As soon as I can, I will be switching!

Good luck!

En-Mao

We received a call back from the Customer Service Manager last night, who said the same as what his colleague had, during the day that infuriated me. (Basically saying we were lying again!)
I eventually gave the phone to my partner who gave them the information again and then the CSM went and checked the account information against the other direct debits we have set up.
After investigating he found that the sort code on the other direct debits was different to the one we were trying to give them. (which is odd as we had the bank book infront of us)
I dont understand why the guy during the day couldnt have done this,
(or the other 20 people we have spoken to about this problem on a monthly basis)
Anyway my partner has set up the direct debit again and it should be comming out on the 1st of April and once again its going to cost more.
I told the guy last night though that if it doesnt get taken on the 1st April, i will be cancelling everything that i have with them and switching to a more competant company.

Also just to add, i did say this to the guy who i phoned during the day that i would take all my business elsewhere, the guy just replied "so what?"
So much for customer service eh?