Is This Legal???

moonpuppy

After loads of problems with British Gas we finally left them in February, we reiceved final bills which were paid. Now in August we have recieved a bill for £641 and two cheques for £119 and £421. when i rang them they explained that they had closed our account, refunded all the money we had spent on gas and electricity (which does not match my bank statements of what I have paid) Then opeded a new account and charged us for all gas and electricity from sept to feb. Can they do this? what are my rights and how can I get them to stop putting me on hold, cutting me off and promising me that a manager will call, when they don't?
Please help, I'm stressed and angry and totally lost.

Cardew

Welcome to the forum.

Write to them(don't ring) making all your points and copy to energywatch.

Energy watch will not take action(yet) but it will concentrate minds at BG

Terrylw1

Hi,

They appear to have closed your account in error & refunded you. Then they have spotted this and opened a new account, billed you up to date etc.

As far as your rights, if they should have charged you this anyway, it's a mistake they can only apologise for. Just make sure you haven't been overbilled due to this.

Same as many companies on the manager front when you speak to call centres. Do as Cardew says, copy to Energywatch in your letter and it will find it's way to a manager anyway to avoid extra Energywatch contact. saves you talking to potentially new staff all the time over the phone who are finding it just as hard to help you (typical call centres, training, support etc.)

Suppliers are monitored by the amount of Energywatch complaints they generate. Part of their published industry performance.