British Gas billing

Merlin77_2

I keep getting letters from British Gas saying "thank you for cancelling your direct debit with us" which I never have. I have been on to them more times than I can remember and told them I have never cancelled my direct debit. They told me the problem has arisen because they are trying to merge gas and electricity as one bill (but shown separately) lnstead of two bills. The last advisor told me "don't worry we will sort it out - on checking my bank statement I note it is over four months since they have not taken any payment I am so worried I am going to be getting a hugh bill. I just don't know what is going on each advisor tells me "we have sorted it out" why Oh why do they tell me such lies. I surely can't be the only one in London who is having this problem HELP I have also been onto consumer direct who simply told me they cannot get involved contact British Gas - so who do you turn to for help when British Gas won't sot out a problem of their making which is going to leave the customer in debt.

Consumerist

Merlin77 wrote: »

I keep getting letters from British Gas saying "thank you for cancelling your direct debit with us" which I never have. . .

I would start BG's formal complaints procedure so that you have got written evidence of your complaint (use Recorded Delivery post).

If BG fail to sort it out within a reasonable time (8 weeks, I think they're allowed), you can refer your complaint to the Energy Ombudsman.

If you put the DD cash into savings each month, you should have it ready to pay when they sort things out.

rabbitmumu

Don't take it personally.. coz i had a similar problem in 2006.

The property I was in had different addresses for gas and electricity (one had the block name included and one without) under the central system (i.e. Br Gas just received info from this central system) and problems started to emerge when I wanted Duel Fuel (i.e. both addresses had to be the same).

I was promised endless times that they were going to sort things out and obviously they didn't. The effect was that it created ongoing problems with my DDs and unable to get any Duel Fuel discounts..... Obviously the previous tenants just had separate accounts..

Anyway.. after 5 months of countless complains including complaints to the Energy Ombudsman, they finally managed to merge the 2 accounts together and all DDs sorted out.

It's pointless talking to Jo Bloggs on the line as they may genuinely try to help you and hence promise you that they would do something, but their "actions" would rely on another department(s) which they have no control of and/or can't be bothered to follow up.... I ended up having to speak to their senior advisers in DIFFERENT departments in order to sort things out. Obviously with the official complaint to the Ombudsman that helped a great deal as someone senior would look at it.

Good luck

rabbitmumu

btw.. it's pointless to contact consumers direct. it's not relevant. contact the energy ombudsman.

Merlin77_2

Thanks for replies about British Gas cancelling my direct debit and yes I will have to contact the ombudsman. One reply to me:mad: was concerning a mix up in addresses well yes that sounds a reasonable excuse for their mistakes but I have been at my address for 28 years - I think it is being run by a load of dum dums. Thanks to all. I just find this so time wasting having now to contact the ombusman.