Should British Gas have allowed me to change suppliers?

muddymouse

Hi, have been trying to search for information on this but can't seem to find a similar case.

I switched from BG to EDG for both gas and electric last year. When I switched, I had outstanding bills for both accounts. The electric one was quite small so I paid this in full immediately, but the gas account was for over £300 so I paid this back in instalments. However, I have now found that BG have reported this to the CRA as my account being 6 months in arrears.

Although I realise that technically this is true as it did take me this long to clear the account, should they even have allowed we to change suppliers with such a high balance? I've read elsewhere that they don't, and I certainly wouldn't have changed if I'd have know what a negative impact it would have on my credit file.

I have contacted BG and they said it was fair (was actually told 'it wouldn't be a problem if you paid your bills on time') but I wonder if there is anything in their terms and conditions about not being able to switch with an outstanding balance that I might be able to use in my defence.

Thanks for reading.

new_owner

They cannot stop you switching....

Even if you had stayed with BG and not paid your bills it would/could have a negative affect on your credit file. Switching has nothing to do with.

muddymouse

Thanks

I do realise that they would have reported late payments if I had stayed with them, but I had always been up to date before. The only reason I couldn't pay this bill immediately was because I was making monthly payments to my new supplier.

jalexa

muddymouse wrote: »

I have contacted BG and they said it was fair

You mean a "bod on a phone" said that or BG stated that in a written final response to a complaint? Big difference.

Regarding BG's handling of the switch, they would have been entitled to object, but were not bound to, if a debt exceeded £200. Note that a "debit balance" is not a "debt".

You need to be clearer at *exactly* which point a £300 debit balance arose and became a "debt".

If you have not already done so, and you are dissatisfied, raise a formal complaint in writing or by email. I strongly advise you not to discuss the complaint by phone. Do not include BG's "failure to object" in the complaint. It is not relevant.

TIMMY85

BG would only have objected if they had sent a bill which then had not been cleared in full within 28 days. If the debit had built up because you used £100 a month of energy but your DD had only been £50 they would never have sent a bill asking for payment and would not have objected.

With debt a supplier can object but does not have to. There are I am sure far more customers who complain that they are prevented from leaving due to debt than ever complain for the opposite.

An instalment plan is the same with BG as it is with any other credit provider who agrees to an alternative repayment plan such as reducing interest rates and will show as such on your credit file.

With regards to the 'bod on a phone' comment...I may be a bod on a phone, may be dealing with a complaint, may reply by phone or email to a customer. You could be given incorrect information by any channel. I replied to a customer complaint which was received by email, the customer wanted a 'written response' so I replied by email and then put the same information in a letter. I am confident my response is correct but if it is not then the same information would have been given by phone, email, letter... It really bugs me when people assume that someone on the phone is an idiot because it is a call centre job. I enjoy my job and work hard to ensure I do the right thing for a customer. I work hard to do this and any mistake I make bugs me....sorry rant over....

I know that jalexa makes loads of great comments on the site and is a really useful source of information to help consumers. Just wanted to make the point that the 'bod on the phone' may also be dealing with a complaint and that advice given is either right or wrong, doesnt matter how it is given.

undaunted

Based on your post I dont think you have a legto stand on I'm afraid.

They recorded your file accurately - which you acknowledge "technically"

They did not object to a switch - that was their choice either way as things currently stand. If anything there is an argument that an objection to switching is unfair rather than not doing so.

Had you not switched your account it would still have been in arrears and recordable - unless you're saying you could have paid sooner but just chose not to once you left?


Sadly Timmy85 I think Jalexas post is based on what is often a typically shoddy call centre and generally unprovable content (unlike a written reply) response in the event of any subsequent dispute. If you do it better than the average call centre I'm sure we'd all applaud your efforts to help.

TIMMY85

undaunted wrote: »

Sadly Timmy85 I think Jalexas post is based on what is often a typically shoddy call centre and generally unprovable content (unlike a written reply) response in the event of any subsequent dispute. If you do it better than the average call centre I'm sure we'd all applaud your efforts to help.

I totally understand why jalexa made the comment as I have experience a promise over the phone only to not see it materialise.

I just felt the need to say that the service received over the phone is very dependant on the agent you speak to, their confidence, knowledge and determination.

To be totally fair I often get a call that starts with ' xxxx said they would do x, y and z but this has not happened'. It is as frustrating for me to have the conversation as it is for the customer. Offers of call backs and/or written confirmation is then all that can be offered to ensure the customer is happy.

Often if x, y and z has not been done a customer will ask to speak to a manager. My manager has the job of managing me. Her concerns would be my conduct, performance, attendance, compliance and sales. If she speaks with a customer all she does is speak, I sit there listening and doing the actions I would have done if I was speaking.

Like I said...I understand the reasons for the comment and do not claim to be perfect (my manager and my wife would have plenty of evidence to contradict perfection)...it just bugs me that people think call centre staff just be 'bods on a phone' and are therefore incompotent.

With regards to the OP - I agree that he would not have a leg to stand on. BG have an obligation to report accurate information to CRAs. He agrees the bill was paid over time to an agreed timescale and therefore was not paid on time as per the conditions of supplying the energy.

Unless there are pertinent facts we are not aware of a complaint would not result in any changes being made with what has been reported to Experian.

jalexa

TIMMY85 wrote: »

I totally understand why jalexa made the comment as I have experience a promise over the phone only to not see it materialise.

TBH I accept my remark was "unecessary" as I only wanted to tease out the essential difference between adviser telephone "advice" (incidently an adviser trained in achieving "closure", unlike the customer) and "hard-copy" outcomes. Apologies if it caused offence.

Regarding the poster's issue, I have an open mind pending clarification of the provenance of the "£300" invited in my earlier post. So far - nothing. Which is a pity as I always post for others with similar issues.

TIMMY85

jalexa wrote: »

TBH I accept my remark was "unecessary" as I only wanted to tease out the essential difference between adviser telephone "advice" (incidently an adviser trained in achieving "closure", unlike the customer) and "hard-copy" outcomes. Apologies if it caused offence.

Regarding the poster's issue, I have an open mind pending clarification of the provenance of the "£300" invited in my earlier post. So far - nothing. Which is a pity as I always post for others with similar issues.

No offence was caused - I learn from your posts and appreciate them. I appreciate that I could easily fob off a customer and would never deny this happens.

The processes regarding objections are a bit crazy I think.

A customer could have a massive debit due to insufficient DD payments but if they have never been sent a bill (after a cancelled DD or before a DD has been set up) it is likely there will be no objection.

A customer may have a bill sent for £10 in August, be on holiday and not contact the supplier until the end of September. The customer then chooses to set up a DD and not pay the £10 owed. In February they then seek to switch but as it has been winter they are now in debit of £200. The supplier has sent a bill for £10 which went overdue and demands the full £200 be paid before releasing the supply to transfer. This happened to me when I change from Swalec to BG.

With credit meters I do not think there is a set threshold for the amount of debt like there is for PPM as the debt on the PPM can be 'sold' to the new supplier. (Sure someone will correct me if I am wrong).

As an aside - my attention to the forums on a Saturday evening AFTER a week in work is because the alternative is having to pay attention the the drivel on TV. My wife has on Take me out and X Factor...If I could get rid of these programmes or BGs recent price increase I think I may choose better TV...:rotfl:

muddymouse

Hi, sorry it's taken me a while to get back to clarify the situation.

The arrears with BG arose because 1. I changed supplier in the winter months so was slightly in debit 2. I cancelled my last DD payment (one month) because my new supplier had already set up my new DD and I couldn't afford to pay both.

They sent me an estimated bill when I cancelled the account. When I rang to say I wouldn't be able to pay it in full, they told me to wait until I got the final bill and then call back to make a payment arrangement. It took about six weeks to get this and I then set up the required arrangement. It does seem as though they have included this six weeks as part of the 'account in arrears', which is one thing I am unhappy about.

I suppose I'm really annoyed with myself because I changed supplier whenI was going through a tough time and wanted to say money any way I could. However, if I'd have realised that in the long run I would have made things worse I would have just stayed where I was.

To the person who asked if I could have paid sooner... yes, it is possible that I could have cleared the account a couple of months sooner if I had known. At the time I was in arrears with my rent so I was directing every spare penny I had towards that. As I said, if I had know that this was going to affect me for 6 years I would have paid the minimum to my rent and prioritised this debt instead.

As for the 'bod on a phone' issue, the person I spoke to at BG on this occasion wasn't very helpful, but I have had both good and bad experiences with call centre staff... same as I have with people in general so no prejudice from me.

Thank you all for you comments, I guess I'm going to have to just suck it up and accept this one. I admit I made a mistake but just hoped there was some way I could reduce the impact.