British gas

Jennieamy90

So moved house on 06 Feb 2020 moved british gas account from old house to new house on the 26 fed 2020 they said they owed us a £933 refund as we had over paid our account for the last 5 years woke up 15 may 2020 to find they had set up a new direct debit for £677 as the refund was a accident resulting in being overdrawn and q direct debit I had not accepted to!! Is this allowed?

Joyful

Did they tell you this before it was taken from your bank? If not, you can ask the bank for a charge back to get the money back. You will then have to discuss repaying anything owed.

Jennieamy90

No when my partner  rang them they said a letter had been sent a few weeks previous.  I then called them and the lady said the letter may not have been sent yet she also stated we are not the only people moving house such rude customer service from british gas looking to switch now to a new provider 

Joyful

You can still ask for a charge back, then agree repayment terms.

Robin9

Jennieamy90 said:

So moved house on 06 Feb 2020 moved british gas account from old house to new house on the 26 fed 2020 they said they owed us a £933 refund as we had over paid our account for the last 5 years woke up 15 may 2020 to find they had set up a new direct debit for £677 as the refund was a accident resulting in being overdrawn and q direct debit I had not accepted to!! Is this allowed?

Can you clarify what happened with your BG accounts when you moved as you don't take the account with you. You close the old account and get a final bill with a refund or payment due.  At you new house you ring the existing supplier (which may not be BG) give them a reading and then you are a supplier of theirs - then you can swop suppliers to whoever you like.

Have you got a final bill from BG from your old house ?

Cardew

If a company - any company not just energy - make a mistake, either by over-charging or under-undercharging a customer, they have 6 years to correct their error.

As stated by Robin9 above, you cannot 'move' your account from your old house to your new house. You close your account at the old house by giving BG your final meter readings on the day you leave the house, and you will get a final bill from BG to settle.

At your new property you have entered a legally binding 'deemed contract' with whoever is supplying the house. You give that firm your opening meter readings and your details. You can then instigate a switch to British gas, which takes some weeks. They give you a date of the switch taking place and you give them meter readings. You then have to settle your account with the current supplier.

As said above they cannot increase your DD without giving you notice. However was that notice at the bottom of a bill(normal procedure)? or sent to your old address?

P.S.

When you sign a Direct Debit mandate you don't 'accept' an increase. You are informed in advance of the increase and, in the absence of you disputing the new amount, that new amount is taken from your account.

Jennieamy90

We called them to end the contract in the old house and then set up a new account for the new house. When they told us we had overpaid hence the refund. They never upped the Direct debit they created a new direct debit so currently on the bank account there are 2 direct debits for british gas one with our monthly payment and one for the £677 

MWT

Jennieamy90 said:

So moved house on 06 Feb 2020 moved british gas account from old house to new house on the 26 fed 2020...

Who did you pay for the period from 6th Feb-26th Feb... ?

I'm still not seeing anything in what you've posted that confirms that you registered with the existing provider at your new address and then switched from that provider to BG...

The reason several of us have asked about this is that we regularly see massive problems caused by people not registering with the existing supplier and then finding out months later that they have been paying the wrong supplier because of it and have been on an expensive 'deemed' tariff all that time with the original existing supplier.

Essmum

The £677 DD may be for the final bill payment..it should just be a one off and not a reoccurring DD.The other DD will be the new DD amount. 
If you cant afford the full payment for the final bill call them and ask for an instalment plan.