British gas - Direct debits

upthejunction42

Just having a real mare with direct debits with British gas. They took over when previous supplier (Bristol energy) went bust in Early 2022. Direct debit info taken over, but told after a few months we were not paying enough, so when called, new direct debit amount (£108.97 p/m) setup from account info I had with me. ( not the same account as used with bristol energy)
Since at least April/May 2022 £50 has also been taken out on direct debit from other account used before with old company. Noticed that this was still going on as of now. Totalling £600.
When checking bills this money has not appeared on any energy statement, but has appeared on bank statements being taken out.
Have contacted BG customer services and asked for the £600 to be refunded and to alter the 108 amount as credit was nearly £500 and website wouldnt let me lower it, but all they have done is done a quick bill and then re-billed a 2nd time and arranged £200 refund. Have threatened with obudsman action and wondered has anyone else had this problem, also is there anything i can try???

Gerry1

Welcome the forum.

BG's old billing sytem (being phased out) can be hopeless.

https://forums.moneysavingexpert.com/discussion/comment/79942900/#Comment_79942900

The new billing system can be just as bad.

https://forums.moneysavingexpert.com/discussion/6455118/british-gas-billing-error/p1

Always keep copies of BG bills.  They often cancel one or more bills and reissue them as a single bill, so it can be impossible to spot overcharging and/or to confirm that mistakes have been rectified satisfactorily.

NorfolkCanary

Many people seem to have issues with B.Gs billing system

So from your post you're currently paying BG £158.97 (108.97 + 50)? Rather than thinking in terms of £££ what's your actual usage in KwH over the past 12/15 months since your transfer for both gas & electric?

When was your last bill based on actual readings?

I'm assuming the latter part of the post, they've used the £300 to pay off the usage from the previous bill?

In terms of removing the orignal £50 DD account, I'd suggest you'd probably be better heading a letter with 'complaint' and writing to....

PO Box 226
Rotherham
S98 1PB

Mobtr

Ask your bank to confirm where these £50 payments have been going to, they should be able to give you the bank account & reference number used. Check if it’s the same as your current BG account number or if it’s a different one as I believe BG, like a lot of companies has changed systems. I think it will probably be different as I don’t think any system would be able to have 2 d/d set up from different bank account numbers 

Once you have this BG should be able to trace the payments. 

Cancel the d/d with the bank so they don’t take any more & keep a better check on your finances as I find it odd you have been paying £50 per month for over a year and only just realised 

Qyburn

If those £50 payments are being taken without your instruction, you can claim them back via the bank under the  DD guarantee.