British Gas debt

Nickyno12

Hi. I’m looking for any helpful info I can get before I have a breakdown! 

I built up some debt years ago which meant I had a prepayment meter installed and agreed a plan to pay back about £14 a month as I was on a low income at the time, it was deducted at £3.65 per week. 

I contacted them firstly in 2018 to see how much debt I had left to pay as I hadn’t had any letters or any type of update on it. I was told there was £100.50 left to pay. 

I continued to top up obviously needing gas in my home. My partner mentioned how I still hadn’t heard anything from them about finishing repayments so in 2020 I contacted them again and was told it was paid there was no debt remaining on my account,they couldn’t tell me when the repayments finished though and I never had any updates or letters to say that they would stop deductions from my top ups- I was told during this chat I didn’t need to take any action etc.. it’s now been more than a year since I was told this and the deductions continue!
ive spoken to them via live chat several times and have been told they either don’t know or just that my account is debt free. I was basically called a liar and offered a meter accuracy test at my own cost. So I have filed a complaint and have waited almost one month for a reply other than to say they have received the complaint.
does anyone know if a meter accuracy test would pick up the deductions or is that just for making sure meter readings and billings are correct? Do they have records on their system of what and when people top up?
I checked citizens advice website and read that once repayments are complete they should reset my meter and at least inform me that I’m finished paying. Does any have similar experience?
I now have a toddler and sometimes when I top up I am left with £1 or £2 then onto emergency credit again. Any help would be hugely appreciated! Thanks

MWT

Most Pre-pay meters allow you to display the amount of any debt on the meter, what does it show on yours?

If you have trouble finding the right display please post a photo of the meter and someone should be able to help.

Are you sure it is debt being deducted and not just the regular daily standing charge?

If you are making use of the emergency credit then the standing charge is not deducted while you are in the emergency credit, but as soon as you top up again the missing standing charges will be collected...