British Gas debt

peteandnatasha

Hello I was declared BR in Nov 13, one of my debts was to British gas for electricity who are still taking the debt from me (I have a pay as you go meter and the debt is automatically taken £6 each Wednesday)
I have contacted British Gas several times now, some times I'm told "no we shouldn't be doing this leave it with me I'll sort it"
other times I'm told "unless your OR talks to us directly we are not going to stop taking the debt!" even though they are happy to admit they have received the letters form the OR.
When I contacted my OR I was first told "try the Citizens advice bureau not our problem" I was contacted later that day by someone higher up in the OR's office who apologized but said she had already sent them three letters and will not send another, and will only contact them if I find out an email address or a direct number where she won't have to wait in a queue.
However when I contact BG and ask them for a number or an email so the OR can contact them they refuse to give me either!
They just keep telling me that they will email the correct dept and get back to me but allow 5 to 10 working days, still no one has got back to me or the OR and they continue to take the debt 5 months on.

Has anyone else had this problem, not sure what to do?

fermi

Well, obviously try to get your OR on to it again if they will.

Been through the steps here? http://www.britishgas.co.uk/content/dam/british-gas/documents/we-are-listening.pdf

telling them that if they don't sort it and refund you and stop taking payments, you will take them to the ombudsman

and then

http://www.ombudsman-services.org/complain-now-energy.html

TheGardener

How frustrating
I too owed British Gas for duel fuel - I wasn't behind with my DD and the debt was just the effect of coming out of winter with the higher bills. However, I received a letter from them within 2 weeks of my interview with the OR saying they were closing my old account and clearing the debt and opening a new clear account - they even credited the DD amount that had gone out between my BR date and them being told about it to the new account. However, they did muck up the new DD for a few months so I know how impossible it can be to try and talk to them.
I would do as Fermi suggests. Make a formal complaint and if that doesn't sort it out take them to the ombudsman.

peteandnatasha

Thank you both for the advice, will try the steps in the link you sent Fermi.
will update when I have a reply.
Thanks again.