British Gas DD problem

madmum33

My daughter moved into a shared student house in October and, because she is the most sensible of the girls, took on the energy bills. She called BG with metre readings and set up a direct debit which was assessed at £135 per month for both gas and electric.

She gave them new metre readings on 15th December and didn't receive a bill, but today she has seen that they have requested a DD of £165 from her bank. She hasn't had any notification of an increase, and when I calculated her usage so far it would seem the £135 should cover it easily (they only have the heating on for two hours a day even in the coldest weather).

Can they vary the direct debit like this and not tell her? She would phone them but they're on Christmas break!

Thanks in advance!

jalexa

madmum33 wrote: »

Can they vary the direct debit like this and not tell her?

Well the answer to that question (*exactly as asked*) is No, but if no damage has been done perhaps it is best to leave it.

A better approach is to to get British Gas to explain why the amount has changed and why there appears to be no notice. If the adviser is not convincing ask the same questions as a Complaint (in writing or by email).

Can I offer a gentle caution for your daughter to be very wary of liability for any bills not promptly re-imbursed by her flat-mates. In particular if your daughter vacates the flat, to immediately remove her name from the account.

Joyful

At a guess the bill has been generated and will have given notice of the change to DD. Why not suggest she goes paperless billing. That way she should get an email the next day after giving a reading to advise she can see the bill online. It may be delayed in the post this time around but she can always call and talk it through with someone.

caeler

I quite like BG energy smart, it is all online and each month I give a meter reading. It encourages me to keep on top of my energy usage. I also keep a simple spreadsheet just keeping a record of each months usage and cost so I then know how much by DD should be. It's nice to be in control!

bengalknights

Is she sure she doesnt currently use the paperless billing option etc?

madmum33

Thanks Jalexa. It's a problem because it sent her bank account into a bigger overdraft than she was expecting, the payment is due to leave the bank on 28th which is, I imagine, the first day she will be able to contact BG so it's too late to stop it. Thanks also for the advice re. liability, she is keeping on top of the money from her house mates and will definitely remove her name from the bill when she moves out (it currently has all four names on it, but she is the lead tenant).

Joyful, she already has paperless billing and there is no bill showing on her account which is why she is confused.

I think she'll be looking for a new supplier in January anyway, it seems crazy to be on standard tariff but she didn't want to switch without first having some idea of their energy usage.

Joyful

Give them a call now. BG is still open to my knowledge.

madmum33

Joyful, we tried earlier and the message said they had closed for Christmas!

I just discovered the "Manage my Direct Debit" part of the BG online account and bizarrely it says she is paying too much and it projects she will be more than £1200 in credit at the end of her plan, and they recommend she gets a credit refund! She currently has a credit balance of £221.93 after they calculated her usage up to 15th December (although no bill is showing on her account).

So why have they upped her payments to £165 a month??? :mad:

jalexa

madmum33 wrote: »

It's a problem because it sent her bank account into a bigger overdraft than she was expecting, the payment is due to leave the bank on 28th which is, I imagine, the first day she will be able to contact BG so it's too late to stop it.

In that case your daughter is entitled to a refund via the Direct Debit indemnity guarantee citing "no notice of varied amount". The bank must make an immediate refund. No "proof" is required. There is a workflow for this on the bank cashier's terminal. It is up to British Gas, quite a few weeks down the line, to decide what to do by which time the reason for the issue should have been resolved.

Another caution, maybe standard tariff is appropriate to the circumstances, particularly if DD discount and online discounts are being received.

SYNERGY

madmum33 wrote: »

My daughter moved into a shared student house in October and, because she is the most sensible of the girls, took on the energy bills. She called BG with metre readings and set up a direct debit which was assessed at £135 per month for both gas and electric.

She gave them new metre readings on 15th December and didn't receive a bill, but today she has seen that they have requested a DD of £165 from her bank. She hasn't had any notification of an increase, and when I calculated her usage so far it would seem the £135 should cover it easily (they only have the heating on for two hours a day even in the coldest weather).

Can they vary the direct debit like this and not tell her? She would phone them but they're on Christmas break!

Thanks in advance!

This may help:

https://forums.moneysavingexpert.com/discussion/3678259

madmum33

Jalexa, she doesn't really want a refund, she is quite happy to pay the original DD and doesn't want to have to find double in a month! I just don't understand how BG can come to this figure and change it without notice?

Synergy, I had found that feature on her account and attempted to change the DD amount but it won't allow it, probably because a payment has just been requested. Oddly it was recommending a DD of £47 per month which is madness! We'll try again in a few days and if it still doesn't work I'll tell her to call BG.