British Gas refuse to acknowledge they owe me money

t0rt0ise

So raise a formal complaint. Write to them with a screen shot of that £210 credit and your workings out and copies of your bank statements showing what you paid along with any photos of meter readings you took. BGs complaints people are more sensible than the customer assistants as I know from experience.

DaveAsbury

t0rt0ise said:

So raise a formal complaint. Write to them with a screen shot of that £210 credit and your workings out and copies of your bank statements showing what you paid along with any photos of meter readings you took. BGs complaints people are more sensible than the customer assistants as I know from experience.

Done that. I was hoping to hear from complaints today. Meanwhile I got the latest response (as previously posted) from customer services...

DaveAsbury

Update. I pointed out that when they moved me to their new system they never carried over my credit. Looking at the old account numbers unsurprisingly there was the money. It took a further 4 phone calls and finally they have acknowledged they have my money. Apparently I will be refunded in 14 days. I'm not holding my breath.

How many people out there don't keep a track are BG ripping off???!!!!

Eldi_Dos

I have been waiting for a refund of credit on a account I closed in oct 22, four times BG agents have told me they were initiating refund while on call to them, all proved to be untrue.I now believe these untruths were deliberate.

On web chats with agents twice I have been told that due to high levels of fraud that refunds are not being issued at the moment.

Have made complaint (four weeks ago and no response yet) and just counting days till I can take complaint to Ombudsman.

I do not believe their system is suitable for handling public money at the moment.

My thoughts are start complaints process as soon as you can.

markin

Get your bank to recall it?

Qyburn

markin said:

Get your bank to recall it?

On what basis? 

FreeBear

Eldi_Dos said:

I have been waiting for a refund of credit on a account I closed in oct 22, four times BG agents have told me they were initiating refund while on call to them, all proved to be untrue.I now believe these untruths were deliberate.

Add to that, the statutory compensation payments of £30 for failing to refund within 10 working days, plus another £30 for failing to pay compensation in time - I suspect there will be additional statutory payments to be had.