British Gas cancelled my direct Debit - their fault - now added new Derogaotory status to credit

GAKent

Around December, British Gas without any notification stopped my direct debit for my dual Gas/ Elec.

I noticed this around Feb so called them and they said they were having difficulties finding me on their systems and would call me back.

On 5th of April I got a letter stating in big letters
'We're sorry - your payments weren't set up correctly'
Then in smaller text

'Dear Mr G
Due to a problem at our end, your fixed monthly Direct Debit payments have not been set up correctly for both your gas and electricity. To help us fix the issue, we've had to stop taking payments from you. The cause of this has now been fixed, but in order to do this we've had to move you to a cash and cheque payment arrangement. You'll be sent bills every quarter. If you'd like us to change the payment method t either monthly fixed or a direct debit, please do so'

Which I did, called their 'lovely' call centre in South Africa and they asked I paid 60% more each month to cover the period they weren't taking payments, and set up the direct debit again for 1st May.

Just woke up today to a 'lovely' email from Equifax with a new derogatory status on my account for British Gas stating 'Status I - Account In Arrears'

Am furious :mad:

Any tips before I call their Complaints team on what I should be asking for?
Thanks

[Deleted User]

Answered in your duplicate post on the Credit File forum

GAKent

Thanks @Gary

I self marked as duplicate as issue went across two issues - credit and energy.

To continue on the Energy side, have phoned BG Complaints this morning and it now transpires
1) I wasn't the only customer they did this to in November/ December, so check your direct debits to make sure they are still in operation and haven't been unilaterally cancelled by BG
2) Despite being dual, they are now alleging they never fully set-up gas so I now owe £800
3) They can find no record of my call last week to re-establish the direct debit
4) Despite them
a) not setting up direct debit correctly to account for both gas and electricity
b) Unilaterally cancelling my direct debit because of a 'system issue'
c) Me having to alert them to the error then losing record of that call
d) Eventually sending a letter of apology asking me to call to reset up a direct debit; then not doing so or being able to find a record of the call
e) Subsequently adding derog info on my credit record
f) Now today saying 'yeap we are still in wrong, but give us more time to set this up because its complicated'
They will only offer a maximum of £20 compensation

Have kept the complaint open until they resolve this in full

[Deleted User]

The £20 compensation is substantial as you!!!8217;ve suffered no monetary loss or hardship. So accept it.

They should get back to you by Monday or Tuesday with an update