British Gas...feel like I've just been robbed!

Garnet_Gem

I'm trying to get a refund from them too. I've had a letter demanding money when they owe me over £150. i've asked to be refunded. They cancelled my DD so I've not paid anything for 3 months but I've still not received my cheque in refund. Once /if I get the cheque refund, I'll either cancel completely or pay quarterly. I'm not going to let them take a DD from me again. I asked for the money to be paid back into my bank account as they seemed to have difficulty issuing cheque refunds but I was told that "the system doesn't allow it". I've been a customer for years but recently they seem to have lost the plot.

tripled

I'm afraid it is the company's policies and systems that are wrong, not the agant you spoke to I'm afraid.

The original guy did his job pretty much correctly, although he should have offered a ten percent reduction, which is the company guidline. In the second instance, I would guess the agent has got their manager to override the system (many managers won't do this either).

When the computer reassessed the payment, it would have included the £100 in its calculations for the next twelve months payments. When you had the £100 back, that is why it increased the payments by 'almost exactly the refund amount I've been sent via cheque'.

Personally, I support the idea of the restrictions on staff amending the dd to a point, if the billing system was accurate on the reassessments. Unfortunately it isn't. I'm not sure if this is by accident or design.

I would suggest working out your last 12 months usage in kwh from your bills and multiplying it by the current unit prices to work out your projected cost for the forthcoming 12 months (or post the consumption here and I'll calculate it for you). Then write in a written letter of complaint demanding to know (a) why your £100 credit wasn't refunded automatically (it is supposed to refund amounts over £50 when it does a full reassessment) and (b) why your direct debit has been set to x% above the correct cost. Even better, send an email directly to Phil Bentley, which will force him to acknowledge the flaws in the system and do something to correct them. That isn't something I would usually advise, but I think the current situation is rediculous and if enough people complain it will change.

BBB

redcar wrote: »

The sneaky thing I've found with BG is that when they reassess your DD they immediately take a payment. I used to pay at the start of the month. In mid April after many frustrating phone calls :mad: and involving Energy watch BG gave me a refund but in reassessing my DD took a payment immediately and then again at the start of May! So I'm alread in credit again!

Is anyone actually underpaying their BG gas bills or know of anyone underpaying?

I work there and plenty do!