Backbilled over 12 months ago?

Missymoo32

I have received one of these letters too. I am certainly not in the habit of lying or not paying my bills.
When I have phoned British Gas to discuss this, I have even been questioned as to whether I cancelled my direct debit with the bank to stop the final payment being taken. Had I known about the bill, it would have been settled in full by direct debit at the time.
I think that it is a principal at stake here. Most people are fully willing to pay bills owing at the time but a shock bill 18 months after the event (yes I don't seem to have received a final bill either) at the very least serve to get people's backs up.
I have been advised by the CAB to pursue exactly the same situation with the Ombudsman. If nothing else to highlight to British Gas that they need to tighten up their systems.
I reiterate that most people are keen to keep their bills up to date and not avoid paying charges owing but the energy companies need to treat customers fairly by billing appropriately and take payments correctly.

Cardew

Missymoo32 wrote: »

I have received one of these letters too. I am certainly not in the habit of lying or not paying my bills.
When I have phoned British Gas to discuss this, I have even been questioned as to whether I cancelled my direct debit with the bank to stop the final payment being taken. Had I known about the bill, it would have been settled in full by direct debit at the time.
I think that it is a principal at stake here. Most people are fully willing to pay bills owing at the time but a shock bill 18 months after the event (yes I don't seem to have received a final bill either) at the very least serve to get people's backs up.
I have been advised by the CAB to pursue exactly the same situation with the Ombudsman. If nothing else to highlight to British Gas that they need to tighten up their systems.
I reiterate that most people are keen to keep their bills up to date and not avoid paying charges owing but the energy companies need to treat customers fairly by billing appropriately and take payments correctly.

Welcome to the forum.

There is no question but that BG are at fault in not taking the final payment - a 'glitch' as they term their error.

There is also no question but that BG are entitled to claim any unpaid amount on the account - as you would be entitled to a refund if a 'glitch' meant you had overpaid.

I think that it is a principal at stake here.

What principle do you consider to be at stake?

Many companies, and indeed the Government, have made errors(glitches!) and have 'clawed back' or repaid considerable sums. Banks have incorrectly credited accounts with £millions by mistake. Is it your contention that such errors should not be corrected?

I would be happy if that was the case because I still have a Visa credit slip for returned goods(worth a few pounds) for £217,927.82.

Most people are fully willing to pay bills owing at the time

Many people, if not most, would have known that the final payment to BG had not been collected but, understandably, were happy to have a mistake in their favour.

naedanger

Missymoo32 wrote: »

I have received one of these letters too. I am certainly not in the habit of lying or not paying my bills.
When I have phoned British Gas to discuss this, I have even been questioned as to whether I cancelled my direct debit with the bank to stop the final payment being taken. Had I known about the bill, it would have been settled in full by direct debit at the time.
I think that it is a principal at stake here. Most people are fully willing to pay bills owing at the time but a shock bill 18 months after the event (yes I don't seem to have received a final bill either) at the very least serve to get people's backs up.
I have been advised by the CAB to pursue exactly the same situation with the Ombudsman. If nothing else to highlight to British Gas that they need to tighten up their systems.
I reiterate that most people are keen to keep their bills up to date and not avoid paying charges owing but the energy companies need to treat customers fairly by billing appropriately and take payments correctly.

Please follow the CAB's advice. I hope they explained the process.

Cardew

The last post on this thread may be of interest.


https://forums.moneysavingexpert.com/discussion/5066409

Missymoo32

Thank you all for your responses.

The principal being (apologies for my lack of clarity due to rant in progress!) - Perhaps due to my naivety, I would have expected British Gas to do what they said they were going to do. They had always taken direct debits from my account as and when they were due. Thus, if they had billed me to say that I owed them money then the mandate was with them to take the money. Whether or not I had seen the bills, the amount outstanding would have been paid.

If they make a mistake, they should take it on the chin. If I had done something for someone, billed them and we had a direct debit agreement I wouldn't then blame them for not paying me (which BG have tried to do in one of my conversations with them)18 months after the event. I can't question that the law does state that they can claim it back up to 6 years down the line.

As I have not yet seen my original bills for the requested amounts, I cannot be sure of my or their factual correctness.

Ultimately, I'm sure I will be settling this bill. But I feel that British Gas should be made very aware that sending out these very badly worded and rather patronising letters is not acceptable. Especially when my account was always in credit, bills settled promptly and as long standing customers.

I have never felt the need to question or take a stand against a situation before.

They are in a mess (as are many other big corporations) and I feel that the only way that things can change are by the little person making a stand.

Sorry if this has ended up another rant but, I am just a little bit angry about the whole situation.

naedanger

Missymoo32 wrote: »

...
They are in a mess (as are many other big corporations) and I feel that the only way that things can change are by the little person making a stand...

Indeed. My view is some companies have effectively decided it is more profitable for themselves to give customers a very poor service. They know only a small proportion of customers who suffer as a result of their poor service will complain effectively, and the cost of compensating them will be less than the cost of providing an adequate service in the first place. Furthermore having a very poor complaint handling process helps the company keep it redress costs down.

I agree things will only change when more customers refuse to accept losses arising from poor service.

Cardew

naedanger wrote: »

I agree things will only change when more customers refuse to accept losses arising from poor service.

In general I have some sympathy with your stance against sloppiness in the energy companies; however the cost of disputes etc eventually result in increased charges for the customer.

In this case however there is no loss to the customer, in fact if BG apply the same measure in the thread I referred to above, then BG will reduce the amount owed by 15% as a goodwill measure.

If they make a mistake, they should take it on the chin.

Does that apply both ways, i.e. no refunds for anyone - companies/Government etc. What about the VISA credit of £217,927.82 wrongly credited to me? Should they have taken that on the chin?;)

naedanger

Cardew wrote: »

In general I have some sympathy with your stance against sloppiness in the energy companies; however the cost of disputes etc eventually result in increased charges for the customer.

In most other industries no-one would question that customers should be compensated for losses caused through the fault of their suppliers.

In competitive markets companies cannot just keep raising prices to cover the compensation costs if they are out of line with their competitors or they will get no business. Instead they need to become efficient at providing a good service or product, or close to business if they cannot do this. They do not have the option of remaining sloppy at the expense of others.

In this case however there is no loss to the customer, in fact if BG apply the same measure in the thread I referred to above, then BG will reduce the amount owed by 15% as a goodwill measure.

There may be no monetary loss, but some customers genuinely prefer paying small amounts regularly rather than large amounts infrequently. Not providing the service that was expected may lead to a loss of amenity for these customers. This should be recognised by the supplier. The 15% reduction seems a fair offer to me for most customers. However as far as I am aware it has not been made to the original poster.

Does that apply both ways, i.e. no refunds for anyone - companies/Government etc. What about the VISA credit of £217,927.82 wrongly credited to me? Should they have taken that on the chin?;)

The take it on the chin comment was not mine (I am not saying you said it was, but as my handle is against the first quote I am just noting the second quote was not from me.)
Companies should not normally have to stand by a manifestly obvious mistake. They should pay though for those costs incurred by the customer in getting the mistake corrected. For example if you had to spent time and effort getting the error corrected you should be compensated for that.