Advice on refunds after supplier error

Daveforgothis

Hi there,
I wonder if anyone would be able to help. This is quite a saga so I will try to keep it short!
Towards the end of last year I tried to set up a direct debit with my gas/electricity provider. Their system advised of a fault with my sort code, however I have had the same bank account for years. I did not get back to them regarding this, as I noticed a week later that the agreed DD amount had been taken. I thought this was the end of it, and was happy that the amounts were being taken at the start of each month as I had not heard any differently.
Towards the end of last month, I received a bill for close to £300 over both accounts - it turns out the DD had not been taken for February or March, as the bill should have been less than £100.
I contacted customer services, who weren't all that helpful, they advised I would still have to pay the total bill.
I wrote a strongly worded letter, gave them more than enough time to reply in line with their reply guidelines, heard nothing.
Then the other day, I receive a notice of disconnection! So I angrily phoned them looking to speak to someone in the complaints department. The advisor I spoke to was not in complaints, but talked me through my options and was very helpful, said she would be looking after my account from now on. Great.

So my question, is do I have the right to get a greater discount on my bill? I don't believe I should still have to pay the total, as far I was concerned they were getting their money. My helpful adviser confirmed I could get a refund of the DD guarantee, but this is a measly £15 per account, which still leaves me with a £250+ balance. I have threatened to go to Citizen's Advice, do I have a case for a higher discount?

Any help or input would be greatly appreciated!

Wywth

Daveforgothis wrote: »

Hi there,
I wonder if anyone would be able to help. This is quite a saga so I will try to keep it short!
Towards the end of last year I tried to set up a direct debit with my gas/electricity provider. Their system advised of a fault with my sort code, however I have had the same bank account for years. I did not get back to them regarding this, as I noticed a week later that the agreed DD amount had been taken. I thought this was the end of it, and was happy that the amounts were being taken at the start of each month as I had not heard any differently.
Towards the end of last month, I received a bill for close to £300 over both accounts - it turns out the DD had not been taken for February or March, as the bill should have been less than £100.
I contacted customer services, who weren't all that helpful, they advised I would still have to pay the total bill.
I wrote a strongly worded letter, gave them more than enough time to reply in line with their reply guidelines, heard nothing.
Then the other day, I receive a notice of disconnection! So I angrily phoned them looking to speak to someone in the complaints department. The advisor I spoke to was not in complaints, but talked me through my options and was very helpful, said she would be looking after my account from now on. Great.

So my question, is do I have the right to get a greater discount on my bill? I don't believe I should still have to pay the total, as far I was concerned they were getting their money. My helpful adviser confirmed I could get a refund of the DD guarantee, but this is a measly £15 per account, which still leaves me with a £250+ balance. I have threatened to go to Citizen's Advice, do I have a case for a higher discount?

Any help or input would be greatly appreciated!

You may consider the advice provided by customer services to have been unhelpful, but it was sound.

molerat

What did they say when you contacted them in Feb / Mar after noticing they had not taken the direct debits ? Thought not !!

ValHaller

Daveforgothis wrote: »

So my question, is do I have the right to get a greater discount on my bill? I don't believe I should still have to pay the total, as far I was concerned they were getting their money. My helpful adviser confirmed I could get a refund of the DD guarantee, but this is a measly £15 per account, which still leaves me with a £250+ balance. I have threatened to go to Citizen's Advice, do I have a case for a higher discount?

Any help or input would be greatly appreciated!

Your rights are to have the money deducted by Direct Debit credited to your bill. Not a penny more not a penny less. I assume you really do mean Direct Debit and not Standing Order.

If you start demanding discounts this is going to go badly wrong for you- they will not address the problem of what has happened to the Direct Debits they have taken