British Gas

Dibdob

Anyone else experienced problems with British Gas changing over their new accounts computer system?
We have spent weeks trying to resolve a problem with our gas bill, whereby they swapped all of the account numbers to change over with their new computer system. They were not taking our direct debits which had previously been set up 2 years ago, and after numerous telephone calls to tell them that the money was sitting in our bank account awaiting their collection, then sent letters threatening to cut us of etc.
I wrote a complaint and after no feedback, eventually managed to get hold of a supervisor who advised our written complaint was not received/logged, but she did sort our account out and apologised.
However....now the gas account has been sorted it has now begun with our electric account (also British Gas)!!

They wrote 2 weeks ago to say our account number had changed but we didnt have to do anything as our DD was still in action (as it has been for 2 years now). But when I checked our DD with our bank, British Gas have changed our DD amount to £50 as oppose to £27.30..can they do this without written warning? Also last week when I checked the DD in our bank it stated it was bi-monthly( so I presumed it meant that it was costing us £25 a month but they would just take the £50 every other month).
But yesterday they have taken another £50 this month as WELL as last month! This means that we have now gone over our overdraft because of this higher payment, which we havent budgeted for...so we will now get £28 bank charge.

I have been trying to ring them all day on the supervisors direct number, but no answer......anyone else had problems and what should I do next? Am I entitled to asking them to pay our £28 bank charge or can they just increase their charges. Surely the point of DD as so the payment is consistant over the months for easier budgeting?
Any advice would be great.....
Thanks

Emmysmum_2

yes indeed, see the Customer vent board for our nightmare. Despite speaking to supervisors, we still are messed up.

tripled

BG do monthly and quarterly direct debits, but certainly not 'bi-monthly' so there may have been a mix up there. You should have been given written notice of a change in payments under the dd guarantee. If you didn't receive notice, "in the event of an error, you can claim an immediate refund from your bank or building society". If you explain the circumstances to your bank they should also waive the bank charge as you are not at fault.

With regards to the supervisors number, if he/she isn't at work today, or has been in meetings, etc. then they couldn't answer. Try again tomorrow, if not call in, give your details and ask to speak to another manager. You could also try getting the bank charge back from BG if your bank won't waive it, they will probably ask for a copy of your statement though.

Dibdob

Thanks for the reply.
My husband managed to speak with the manager/supervisor today who helped us to sort out our electricity mess up. However she has advised that our Gas bill has indeed shot up to £50, but also admitted that there was an error (again) and they should have notified us of the change of DD amount.
She has agreed that they will refund us our bank charge and we have to sent in proof of this and they will refund which is good.:T

Still cannot believe how it has shot up. though ...but think we need to look into changing our supplier eventually..depending on what our full and final bill will be and whether we have the money to pay up front before switching! Just shows how you have to keep an eye on the ball!