Being Harrased By British Gas

katgold

I really hope someone can help us. We have been disputing a £750 gas bill with them for the last 2 years. In a nutshell, my DH lived in a flat in Windsor on his own while I was working away for 6 months. There had been problems with the gas bills when we moved in as there was a problem with the gas meter identification with teh flat upstairs.

Fast forward 6 months to when he moved out. We received this bill and DH instantly disputed the amount as it was an unreasonable bill for 6 months in a 1 bedroom flat with only a gas stove.

We sent Bgas things like the tenancy agreements to prove where we lived. Finally they agreed that we only had to pay £150. Which we did. We have an email to confirm this amount. A few months later, we were contacted by central recoveries again, asking for the full £750 again. We spoke to a number of people in Bgas and they again confirmed we didn't owe anything, but refused to send us a letter confirming it.

In the last 6 months, we were contacted by a new debt collection
agency again asking for the full amaount again. We forwarded them all of the information and they investigated it. After a few months of investigating, they came back to us today and said that our dispute has not been upheld and that we must pay full amount.

I honestly don't understand and don't know what to do. I don't understand how we can be told one month its resolved (and have an email to confirm that) and then a few months later to be told we owe the full amount.

I find this whole situation hugely distressing. I am off on maternity leave at the moment and money is very tight. I keep having panic attacks aboutit. THe collection agency said they were going to send bailiffs. What can we do to stop this from happening? Are we going to have to pay this money back? Who can we go to?

Thanks alot I really appreciate it. PLease let me know if this isn't the right place to post this...

Terrylw1

Hi,

Your Supplier will send out a debt to a recovery agent. Now, if they then change the amount they have to recall or amend the debt in place with the recover agent.

Your Supplier has got to resolve this. Some debt agents are good and will call the Supplier, then ask the Supplier to recall the dent knowing it to be wrong. Others couldn't care less.

The fact that they are selling the debt on now would suggest that they still have this on your account. However, this does not reflect the £150 you have paid. Or it could that Central Rec never had it recalled, now they have sold it to another agent (often done in the case of tracing)

So, contact BGas, ask for a manager and then get them to recall the debt and to confirm this is resolved and that the sum is no longer on your account. So, they should have written it off. If they leave a balance on your account, it will just go back out again to a recovery agent later.

You have an email which will resolve this. They can't dispute the fact that you have it in writing from a BGas employee. Does that letter have a BGas name & address on (email address & employees name)?

You can also complain to Energywatch (address on the back of any elec/gas bill) which you can tell them.

katgold

Thanks for this. The email we have is actually from Central Recoveries. According to the new debt collection agency Bgas has seen this letter and has said our complaint is not upheld.

We have contacted energywatch. I really hope this is resolved soon. Presumably they have to go to court before baliffs come out? How long does that take to happen?

Debt_Free_Chick

katgold wrote: »

We have contacted energywatch. I really hope this is resolved soon. Presumably they have to go to court before baliffs come out? How long does that take to happen?

Weeks ... if not months. And you'll get a letter telling you they're going to Court.

Try not to worry for now. It's an incredibly frustrating situation when the left hand doesn't know what the right hand is doing.

But respond in writing. Keep referring back to the revised bill of £150 and confirm that you paid it (by cheque?) on such-and-such a date.

Send the letter to both the debt collectors and BGas.

If they do go to Court, make sure you have copies of everything. I doubt the Court will look very favourably on them!

Terrylw1

You won't be going to court for something BGas have admitted in writing as being cleared. If they did, you would have a very good case to sue them back.

Also, it would be interesting from the obtaining an illegal warrant angle, if they have proof otherwise.

I would get it straight to the local media if that happened as I've seem a Supplier illegally obtain warrants before and the local press put a full page spread in about them!

If you want to give BGas a shake, here's their MD's details. Send a copy of your complaint to Energywatch to him:

Phil Bentley
Managing Director
British Gas
Millstream
Maidenhead Road
Windsor
Berkshire SL4 5GD

I honestly find your case a bit strange because I've seen this many times and all the Supplier has to do is recall it. 1 phonecall later, it's over.

It sounds to me like BGas have kept the full debt on your account. However, where has your payment gone as it should have reduced at least???

Sounds very dodgy to me.

kel_mooloo

Hi Katgold, i used to work for British Gas (nightmare hehe).
Just thought id offer some reassurance and some advice. I have seen countless cases like this, the main problem is that BG's computer systems are a nightmare and because there are so many departments doing different bits of each jobs, its hard to update things and close off debts etc.

Id advise you not to bother calling, as you rarely get anywhere and constantly regurgitating what happened will stress you out. As soon as Energywatch become involved BG gets very scared because it costs them money, and will go against them in the popularity stakes (BG has the worst record of all the suppliers) so they will try and resolve the issue straightaway. Id also suggest writing a complaint letter, stating the stress of the situation and demanding explanation and compensation. See how long you get a reply (or IF you do, BG are terrible at written correspondence) and if you dont/its after 1month, then present that as evidence to Energywatch as well.

*If baliffs do try to enter your home, then refuse entry. if they do ever gain access, show them prove of your £150 payment, the bill and also the settlement email/letter* hopefully this will never happen though.

Also, take the full name of anyone you speak to, so that they can be traced!you always have the legal right to know who you are speaking to in a call centre. That way, if they do not do what they say they will, at least you have their name and can complain etc.


Good luck, hope it gets sorted out quickly! Energywatch are very good. always remember, that suppliers are scared of Energywatch, so if this ever happens again or any problem is not sorted out quickly/to your satisfaction, then go straight to Energywatch and not waste time and money disputing with ur supplier, cos it usually takes ages.

Good luck!!

Terrylw1

I would go to Energywatch straightaway as this has been ongoing.

If the bailiffs have a warrant, you won't be able to stop them. So,suggest getting it of to EW straight away and a copy to the MD which will shake them up a bit.

With EW involved someone is making BGas work harder for you.

You will then need to keep an eye on EW, they are not that wonderful and have often lengthened disputes by requesting data that is in no way relevant to consumer cases. If they exceed their promose in terms of replying to you - chase them up.

I've seen cases where you could resolve an issue quickly but because EW got involved, it had to go through a more formal process which hinders the consumer even more. Use them in your case though because you are running out of options by dealing with it on your own.

midflight

I have seen countless cases like this, the main problem is that BG's computer systems are a nightmare and because there are so many departments doing different bits of each jobs, its hard to update things and close off debts etc.
I'd advise you not to bother calling, as you rarely get anywhere and constantly regurgitating what happened will stress you out. As soon as Energywatch become involved BG gets very scared because it costs them money, and will go against them in the popularity stakes (BG has the worst record of all the suppliers) so they will try and resolve the issue straightaway. Id also suggest writing a complaint letter, stating the stress of the situation and demanding explanation and compensation. See how long you get a reply (or IF you do, BG are terrible at written correspondence) and if you dont/its after 1month, then present that as evidence to Energywatch as well.

This is simply brilliant advice, and is by far your best course of action right now.
I had a semi-similar situation earlier this year, and I can only agree that phone calls are a complete waste of time/money/energy/stress. I once got through to someone nice & who seemed fairly helpful. They even gave me their full name & extension number if I had any more problems. Great! Or so I thought... in one week, I phoned 15 times to try to speak again to this person. Each time I got through to a different person, who either (a) fobbed me off (b) claimed not to know the person (c) knew the person and would get them to ring me back (d) would speak to the person's manager & get them to ring me back (e) said that everyone else I'd spoken to was lying, as messages could not be left for other people! (f) even worked in the same office as this person, and would get them to ring me back.
Did they ever ring me back? NOPE. After 1 week of 15 calls, not one single call was returned, and I'd say approx 75% of the people I dealt with were rude & unhelpful.
A total shambles & a disgrace to the entire industry.

Also, take the full name of anyone you speak to, so that they can be traced!you always have the legal right to know who you are speaking to in a call centre. That way, if they do not do what they say they will, at least you have their name and can complain etc.

That's also good advice! I wasn't aware of the legal right thing. I always feel awkward asking for their full name, etc.
How about recording calls? Are we allowed to do that? Do we have to notify them first?

Terrylw1

midflight wrote: »

This is simply brilliant advice, and is by far your best course of action right now.
I had a semi-similar situation earlier this year, and I can only agree that phone calls are a complete waste of time/money/energy/stress. I once got through to someone nice & who seemed fairly helpful. They even gave me their full name & extension number if I had any more problems. Great! Or so I thought... in one week, I phoned 15 times to try to speak again to this person. Each time I got through to a different person, who either (a) fobbed me off (b) claimed not to know the person (c) knew the person and would get them to ring me back (d) would speak to the person's manager & get them to ring me back (e) said that everyone else I'd spoken to was lying, as messages could not be left for other people! (f) even worked in the same office as this person, and would get them to ring me back.
Did they ever ring me back? NOPE. After 1 week of 15 calls, not one single call was returned, and I'd say approx 75% of the people I dealt with were rude & unhelpful.
A total shambles & a disgrace to the entire industry.



That's also good advice! I wasn't aware of the legal right thing. I always feel awkward asking for their full name, etc.
How about recording calls? Are we allowed to do that? Do we have to notify them first?

Midflight - you cannot record anyone without notifying them first. Call centres can't do that either which is why they state it when you are waiting to get through. Recordings are not legal otherwise.

Just a tip. Some utility (and other industries) do not allow their staff to make outbound calls. This stems from the fact that customers cannot get through if X lines are taken by outbound. They usually have support teams that do the outbound.

Call centres are like this, not just Bgas, I coud give you countless examples of other Suppliers in this & other industries. Sad but true, so always bets to use email if you can.

midflight

you cannot record anyone without notifying them first. Call centres can't do that either which is why they state it when you are waiting to get through. Recordings are not legal otherwise.

If they are already recording you (and have notified you whilst you are waiting) then why can't you record them? All the warning says is "this call may be recorded", it doesn't say "we may be recording you" - so surely the warning they give can work both ways?

Just a tip. Some utility (and other industries) do not allow their staff to make outbound calls. This stems from the fact that customers cannot get through if X lines are taken by outbound. They usually have support teams that do the outbound.

That may be so, but it's not what happened in my case. The person I was trying to contact could definitely make outgoing calls, as they had already done so in the first place. It was all further attempts at contacting them which failed.
This was someone in the complaints department, not just a general customer service bod. Are you suggesting that if you have the name/number of a specific person who are supposed to be dealing with your specific complaint, and have told you, "any problems, just give me a call"... they can't call you back? Wow, that's useful

follows2006

Hi there i actually work for british gas and would advise this:
Every call made by agents are recorded both inbound and outbound.
Do not ask to speak to a manager as there calls arent recorded due to having to discuss confidential employee details.
Advise that you have gone to energy watch and write to Phil Bentley the MD. All MD complaints go to the HLC department and there timescale for resolution is 28 days maximum.
Every account has to legally have notes placed on them. Ypu can request to see all notes on the account(it costs a fiver but will identify who you spoke to when they said theat the £150 cleared the account).
Every agent can make outbound calls so dont be fobbed off with this.
Unfortunatly BGR (i work for buisness) have a reputation for not talking to each others departments and also not reading notes. If you need to call again advise them to read the notes.
Also if a customer requests a breakdown of to how they have came to a bill amount we must provide it. The general bods cant do this but all areas have correspondance and complex query teams who will give this for you. Say to them i understand you cant do this but could you raise a complex queryt so i can have this info.
Hope this hepls if you need anything else ill gladly help.