British gas billing error

dogshome

Sorry Wolf3, I disagree.
The OP has stated that he quiried some 'Phantom' credits listed on the account and when he did so BG withdrew them, so we know for certain that not all the mis-directed payments were credited to the account.

The OP needs a statement of all the monies Eon mis-directed to BG, together with copies of all the BG Gas bills over the period to ascertain exactly what is owed to BG.

Former_E.ON_Company_Representative:_Malc

Wolf3 wrote: »

I don't understand why the OP is being directed to speak to Eon!! There is an industry process for misdirected payments with prepayment meters, which we know Eon have claimed back from British Gas.
This money had been incorrectly routed to the OP's British Gas account, which should not have occurred anyway if the meter records had been kept up to date on the British Gas account.
This credit has supplemented the OP's account, lowering the balance they have had to pay. When Eon have made the claim British Gas have withdrawn it from the OP's account to pay the claim, which should be correct as they haven't paid this money. This is not the OP's or Eon's fault, it should lie squarely with British Gas, who despite being made aware of the situation, did nothing about it.
I would as the OP to get an itemized bill showing the balance and ask for a gesture of goodwill as they made British Gas aware of the issue. Then ask for a reasonable repayment plan over the same time period the mis-directed payments occured.

We'll help if we can Wolf3. I agree about the 'industry process for misdirected payments with prepayment meters' you mention. As I posted the other day, it's best the relevant areas at each supplier talk to each other so the OP can be properly advised.

Malc

Former_E.ON_Company_Representative:_Malc

dogshome wrote: »

Sorry Wolf3, I disagree.
The OP has stated that he quiried some 'Phantom' credits listed on the account and when he did so BG withdrew them, so we know for certain that not all the mis-directed payments were credited to the account.

The OP needs a statement of all the monies Eon mis-directed to BG, together with copies of all the BG Gas bills over the period to ascertain exactly what is owed to BG.

As above dogshome, it's best the two mis-directed payments areas talk to each other. Both will have access to this sort of information.

Malc

carlosuk

Ok, another update........

I got a missed call on my phone yesterday and when I googled the number it was from British gas, they didn't leave a message and have not emailed me.

This morning I checked my BG account on the off chance and discovered that they have removed the £1496 charge so my account is now as it was before all of this nonsense began.

I take this as a good sign and await an explanation!

dogshome

".........await an explanation", and so say all of us

carlosuk

Ok, so I have just received an e-mail stating the following.......


"I’ve spoken to the team that manage payments being allocated onto a customer’s account.


They’ve advised that misdirected payments only happen on a prepayment account.


As the error was made by British Gas the payment of £1496.00 has been removed from your account and won’t be reapplied again."


"I want to resolve this matter as quickly as possible for you. To do this I need some more information from you.


Please contact me on the above details so we can reinstate your Direct Debit. Alternatively this can be done via your online account.


Please get in touch by 24 May 2016 on the details above, so we can progress this for you. Don’t worry if you’re unable to provide this information, just contact me so we can discuss our next steps.


If however, you don’t need us to help or you’re happy that this is now resolved, you don’t need to do anything and I’ll make the arrangements to close your complaint on 24 May 2016.


I look forward to hearing from you shortly and resolving this issue for you."


Although I am happy that they have removed the charge and acknowledged it was their error, they have not addressed why this happened in the first place and why they were initially quite happy for me to pay it and have only investigated it because I didn't accept their explanation initially.


The contact options they mention are either via phone or by post and not e-mail, I presume that my next course of action is to put a letter in the post asking for this as I don't want to be fobbed off on the phone?


Thanks,
Carlos.

dogshome

I would take the 'Letter' route to reply to the contact invitation

The message if reproduced accurately, is rather garbled.
Sure enough they want you to re-instate your D/Debit, but quite why they need you to contact them to do this is a puzzle, as it's your bank who need telling

The key seems to be the May 24 cut-off date for you to meet, and I suspect this is more to do with the possibility of you demanding compensation.
Working back through the Forum posts, it appears that you first got a demand for this money on March 25th, and then recieved further demands until May 6th - So for 42 consecutive days you were dealing with the paperwork, phone calls, threats of enforced PAYGO meters and the stress of fighting off an unjustified demand for a sum that would easily blow a hole in the budgets of most households

Yes - Do ask for compensation

carlosuk

Hi,


Another update, I wrote to them as suggested asking them to explain why I was treated in this manor and what processes have they followed in dealing with my complaint, I have also asked for compensation.


This letter was sent 10 days ago and I have heard nothing since then and am getting concerned that the date that they gave me for closing the complaint is tomorrow and they are just going to ignore me and probably claim that they never received my letter which I now regret not sending recorded delivery.


I have also tried to re-establish my direct debit via the website but it won't let me (conveniently), which I also put in my letter. I feel that they don't want to put into writing what has happened because they know that they are in the wrong and haven't handled the situation at all well and are trying to do it all over the phone so they don't have to put it into writing.


So how I see it, I have two options, I send another letter via recorded delivery with a copy of the one I sent ten days ago, or I call them and record the call.


What do you guys think?


Regards,
Carlos.

dogshome

Yes, send an RD letter - Particularly emphasising the D/Debit factor, the last thing you need right now is a debt building to BG

carlosuk

Thanks, I will do that then!

It's hard to believe that something that is basically quite straight forward is being made so complicated by British Gas.

At what point can I take it to the ombudsman?

I have and will continue to manually pay my previous direct debit amount of £100 each month so I don't build up a ridiculous debt.

Thanks,
Carlos.