British gas charged me for previous tenant debt

mariellat

Hello,

I moved into a new flat in May and there was a top up meter.
I decided to leave it and see how it was.
I called British Gas, which was the existing supplier, and let them know that I was a new tenant.
They sent me a new key but something went wrong and when I did my first top up (£ 20) the meter took it immediately.
I called BG back and apparently there was an old debt left by the previous tenant. They apologized, provided me with a code and asked me to top up the key again. I gave the code to the paypoint and got my money back. Great! It was easy.
I was aware that top up meters are more expensive than normal meters but I realized that I pay £ 20 every 10 days and for a 1 bedroom flat it's a lot, considering that I leave the flat every morning at 9am and I'm back at 8pm.
I called them this morning and I was shocked when they said that I was paying for the previous tenant debt. BG is taking from my meter £ 10 extra per week.
I clearly remember that they confirmed I was not charged for any old debt and got my refund immediately when the meter took all my money at the first top up.
How is that possible?
I was furious this morning and told them that this is not legal and I cannot be sure that refunding me by £10 a week is what they really have to do.
what can I do?

dogshome

As you have found, what the Customer Service Desk will say they will do over the phone is not to be relied upon

What you do now is write a letter headed Complaint, listing the history and demanding that BG re-imburse the over charges to you by cheque
Such a letter is dealt with by a special team who have authority way beyond that of the phone line staff

mariellat

dogshome wrote: »

As you have found, what the Customer Service Desk will say they will do over the phone is not to be relied upon

What you do now is write a letter headed Complaint, listing the history and demanding that BG re-imburse the over charges to you by cheque
Such a letter is dealt with by a special team who have authority way beyond that of the phone line staff

Thanks a lot, will do it asap.