British Gas - Advice Needed

selonuk

I need some advice, please.

Back in July 2021 I was finally able to make the change back to a credit account rather than a PAYG smart meter at the time the change over occurred I had over £70 credit on my PAYG meter, I was told this would be credited to my first bill but it wasn't, then they said they would credit my account and it would show up within the next two working weeks but it wasn't, next they said they would send me a cheque but a month goes by and nothing. This along with pricing and a problem with not being able to see my energy view in the app prompted me to leave British Gas and switch to Sainsbury's (Eon Next) just in time it seems!

British Gas has now issued a final bill saying I owe £62.72 and still does not show the credit that was remaining on the PAYG meter, so my question is this, do I cancel my direct debit or allow them to take the amount and then spend more months trying to get it back.

I know some will say it's only £62.72 but as I am on benefits that is a lot of money to me, but at the same time I don't want my credit report showing an overdue payment/default because of canceling the direct debit and arguing with them over who owes who, I have spent the last 2 years getting myself debt free and out of financial trouble. As British Gas has been so lame, I was expecting this and just about able to afford them taking the money just wonder why I should have to be in difficulty because of their incompetence! 

Any advice gratefully received.

Mark

molerat

And what was their reply to your (written) formal complaint ?

https://www.britishgas.co.uk/complaints.html

Brie

Personally I'd be sending them written confirmation that you have cancelled you DD due to the fact that the £70 owing to you is more than what they are trying to bill you for and that you look forward to them crediting you with the difference.  I've done similar with my switch to Sainsburys from Bulb.

born_again

If you cancel the DD and they claim it. You will end up with a missed payment on your account.

bilbobaggins

We should all be aware of The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 aka
    UK Statutory Instruments 2008/1898   https://www.legislation.gov.uk/uksi/2008/1898/contents/made<br>

and be prepared to quote - literally - the 'chapter and verse' of relevant bits in your letter/email of Formal Complaint. They are required to do some jumping through hoops on receipt of a Formal Complaint, and if they don't, they're in legal doo-doo with the Energy Regulator's people.

Few if any energy Customer Service ( CS ) operatives will have heard of these Regs, so they'll often try various 'fob-offs', such as encouraging you to agree again and again to them registering your complaint as 'new' - which resets the 8-week clock ticking, and just pushes your issue down the road/into the long grass.

Don't let them. Keep an online log/timeline or diary so you can present your eventual detailed Formal Complaint to 'Ombudsman Services' https://case.ombudsman-services.org/complaints

That's where the 'slaps on wrists' comes from.