British Gas haven't been charging me

Jules9271

I am in the process of getting divorced, so yesterday I rang British Gas to change the bank account where the direct debit payments are coming from. The direct debit payment has always appeared on my bank statement as BRGAS - ELECTRICITY so I assumed one direct debit covered both payments.

I had a very apologetic call back from their Escalation Team advising me that although I registered for gas and electricity, filled out the direct debit forms correctly and gave them my meter readings, they have only been charging me for electricity since May 2006 and I have not been charged for any gas during this time. They now want to reclaim the money for the last year (they can't reclaim and missed payments older than a year). I'm worried this is going to be a lot of money at a time when my budget is particularly tight. What should I do?

Cardew

Welcome to the forum.

You have had 6 months of free gas, and an interest free loan for a year, but I don't think you have any option but to pay for the last year.

deaks_2

May sound obvious and you may have already done this, so please forgive me if it is obvious and you have...

but I have always found that being VERY nice and expaining the situtation helps (explain the domestic circumstances) and ask them if there is a compromise - I used to work in Customer Service for a company and most people in these roles have some authority to reduce/compensate - but you only tend to do it if people are polite and nice, not the ones that rant and rave - not that I am suggesting you did of course - I would turn on the waterworks and appeal to their better nature and explain you inability to pay and that it isn't your fault, nicely point out it is theirs and it has left you in a mess through no fault of your own, especially if they have not sent you any correspondence regarding this oversight.

Good Luck with this and with your situation, it is never an easy time X

Terrylw1

Well as long as they don't charge further back than a year, they are following the correct procedure.

You now need to negogiate cover the payments. They will per basic procedure, work out a payment plan for your next 12 months usage and divide your outstanding debt over this period to cover it.

However, if it's simply not affordable ask to pay over a longer period. They can do that but most Suppliers try to resist it.

At the end of the day, they have made the mistake and whilst they can argue you should have noticed, it's their money thats not been received. So, you can see if they are willing to give you any compensation but being realistic, £20 might be all you can get because from their point of view, you may have just not been wanting to pay and edge your bets on when they would notice as some customers do.

Better to be nice, but in my experience over years in this business, the nice customers get a little bit of compo, the ones that scream at the MD get more. Your situation won't warrant much compo though, but maybe they will give you as bit to apologise for dumping you in it.

See what they are willing to do. I would say a repayment plan that works for you would be the best thing to achieve.