British Gas owe me money!

BigDunc

Hi all,

I left British Gas at the end of November, switching to Atlantic for a cheaper rate. I was paying a fixed amount each month for Gas and Electricity. One account was in debit by about £60 and one was in credit by about £90. BG took their payment for the debit approx. two weeks later, but guess what I'm still waiting for! My wife has now spoken to them 3 times, each time we are told that the cheque will be sent out but it takes between 14 and 28 days.

Feeling suitably aggrieved about this, I wondered if there was any legal approach I could threaten them with?

Many thanks,

Duncan

NigeWick

BigDunc wrote:

Feeling suitably aggrieved about this, I wondered if there was any legal approach I could threaten them with?

When British Gas were overly tardy in sending me a cheque, I phoned and asked to speak to a supervisor. I noted his details and explained that BG was in unlawful possession of my money. I had previously contacted them twice and it was becoming obvious that they were intending to permanently deprive me of my money. That is theft. Unless a cheque hit my doormat within a week, I would report the theft.

I saw in the paper that somebody got the bailiffs to a bank that had not responded to the Court. So,that route may be preferable. It really shouldn't take so much to get one's money from a company. They will call it "business" but I call it poor service at best and theft at worst.

Nigel.

gwapenut

I am in a situation where I have two accounts for the one address, one for "The Occupier" and one for me.

The obsolete Occupier account is in credit by £32 and no cheque is forthcoming.

What is the legal situation if I withhold £32 from my "normal" account from this address and tell them to either take it from The Occupier, or that I will pay it when I receive my refund cheque?

I am sure I would be legally within my rights, but what with their late payment charges and the potential for adverse comment on my credit rating, I'm not sure it's worth the risk.

Although I'd atttempt to pursue defamatory damages if those cowboys ever put anything on my credit record - is that possible to pursue?

masonic

gwapenut wrote:

The obsolete Occupier account is in credit by £32 and no cheque is forthcoming.

Did you pay for the gas billed to "the Occupier"? If, for example, the final bill for the previous occupant was overestimated, and your opening meter reading was lower than that estimate, then it isn't your money.

gwapenut

masonic wrote:

Did you pay for the gas billed to "the Occupier"? If, for example, the final bill for the previous occupant was overestimated, and your opening meter reading was lower than that estimate, then it isn't your money.

Completely understand your point.

Yes - When I gave my name as the bill payer, British Gas advised me not to pay any bills addressed to The Occupier. However, one of my housemates very proactively and speedily paid the £32 bill when it arrived in the post and he got to it first. But as I had already signed up in my own name, The Occupier account was no longer in use (though British Gas freely admit they can see the money, they just can't be bothered to give it back any time soon). So it is our household's money.

I would dearly love to knock the money off what I pay for one of my own bills, but am worried about adverse effects on my credit record, despite being in the right!

masonic

gwapenut wrote:

However, one of my housemates very proactively and speedily paid the £32 bill when it arrived in the post and he got to it first. But as I had already signed up in my own name, The Occupier account was no longer in use (though British Gas freely admit they can see the money, they just can't be bothered to give it back any time soon). So it is our household's money.

Well, presumably your housemate can prove they paid the bill and you have already asked for the money back and not received it. I guess the next step is to write them a letter of complaint. If that does not resolve the issue, then you will be able to take the matter up with Energywatch, who surely will sort it out.

basil01_2

You'll have better luck getting blood out of stone than a refund from British Gas. Below is an e-mail I've sent to British Gas on house@house.co.uk tonight in the hope of finally resloving my long running dispute with British Gas. Anyone who is waiting for money from them should complain right away.


Further to your statement dated 22 Jan 2007, final gas statement.
Please note this a customer complaint.
I left British Gas for EquiGas on the 13th June 2003 and I suffered from a couple months of you claiming you had received no meter reading to then be informed of the final reading being in dispute. After a several fruitless calls over the summer I finally started to take down your customer representative names and the quotes made by them. It makes for ugly reading.

4th Nov Stephanie, Bill still in dispute someone will call me in next 5 days (no call)
14th Nov No name, Bill in dispute final bill will be out by 24th Nov.
1st Dec Denise, Meter reading agreed will be paid in another fortnight.
29th Dec Shaheed, Confirmed in credit by £191.41 cheque would be sent the next working day
3rd Jan Aden or Edan, A cheque for £191.41 would be raised the next day.
4th Jan Spoke to a chap who took my details put me hold and cut me off.
4th Jan Yolanda ext 58276, Should receive cheque for £191.41 by 18th Jan (call length 34mins)
19th Jan Tanya, Payment for £191.41 in down payments passed it to manager to process, asked to speak to manager was told they weren't customer facing so couldn't talk to me, told by Tanya to expect the cheque in two weeks.
22nd Jan received final gas statement for £76.75??? No cheque
What in hells name are you as a company doing?
Not just have you been charging me a third more for my gas you are now unlawfully holding my money.
Now you have reduced my credit in excess of £100.
I am ready for some answers as to why you are doing this and why your customer service is so poor? Most of my calls I spend 15 mins waiting to talk to someone and another 10 - 15 mins trying to get some answers. Also why managers are unable to talk to customers with complaints because that's not what it says in your statements.
Through from discussion forums on the web I believe that this is a serious ongoing problem for customers leaving your company, so I know I'm not alone. Tonight I have posted a copy of this e-mail on the MoneySavingExpert web site and if I do not receive a satisfactory response to this e-mail by close of business on Monday I will forward it onto Money Mail, Which and Energywatch.
If you are in any doubt as to what is a satisfactory response; my credit of £191.41 to be dispatched to my home address by close of business Monday 29th January (this year 2007) plus interest since June 13th 2006 plus a token gesture to assist in the payment of my phone bill for each of the time I have called you since 13th June 2006 plus a compensation payment for the continuing distress your company has out my under since closing my gas account.

I'll keep you posted of any responses I may get, not holding my breath though!!
Basil
:mad:

seven-day-weekend

Hey Basil, hope you get your cheque and welcome to the site!

gwapenut

Have you thought about emailing Watchdog too, they were on there only a couple of months ago promising that things would improve.

Dreadful, dreadful company. Never before have people paid so much for so little service.

basil01_2

Do you know the e-mail address for watchdog? If it gets me my money back I'd copy the e-mail to anyone.
Have to agree British Gas are dreadful and so do many others, they lost a million customers last year. Customers vote with their feet and may many more flee this year.

espresso

See here for contact details.