British gas giving incorrect account balances/adding to debt

Bridgc

Hi all, I'm trying to find out if any of you guys have had this issue.

We had a gas debt with British Gas which was being paid via our meter. My oh checked the balance online and it said we had £70 left so he called them and they confirmed that was correct so he paid it over the phone. 4 gas card top ups later and it was still taking money so called them and was told it still takes money up to 5 times after the debt is cleared but would then be refunded. After another few times he rang again to be told that the debt wasn't cleared, that the balance we had been given online and by his colleague was incorrect and that we owed a further £200+ and that if we had a complaint we could contact the ombudsman!

Joyful

When you look online it will show payments but not if it has been billed from a Prepayment meter. The only way to see what debt is left is to check your meter. On gas its screen 27 and electric is S. If you ask to complain the person should raise this for you. If either you do not have a resolution after 8 weeks or are deadlocked, this is when you go to the Ombudsman. The info about the top ups was correct. It can take time to pick up the message sent to Paypoint. It will only pick up how much you paid though so if this was not enough, the remainder would still be on your meter.