slightly weird (but as it involves BG, maybe not)

alicef

I switched from BG to Octopus back in autumn 2023.

I recently logged on to an account that I used to use for utility DDs and found that a DD of 5p was paid to BG on the 24/04/2024.  I haven't had any comms from BG telling me I owe them money so why the payment?  Any insight would be very much appreciated.  

I know it's only 5p but I am tempted to request a DD refund.

MeteredOut

Did you get a final bill from them? If so, and it did not include this, I'd also be tempted to challenge it, just for the lolz (as my younger self would have said).

alicef

@MeteredOut - yes I did have a final statement from BG last autumn.

 

I've just logged back in to my old BG account and they've produced ANOTHER final statement, dated 10 April 2024, (which was not informed of),  which includes a mass of 'peak save credits' and 'peak save sunday credits'  and 'peak save bonus credit', most of which are dated after I left BG for Octopus, and they've closed the account on an estimate - even though I have a SMETS2 smart meter. 

Goodness sake.  Well I'm off to cancel that DD.

FreeBear

alicef said: Goodness sake.  Well I'm off to cancel that DD.

And get the bank to do a DD refund - If BG didn't tell you that they were going to take a payment 10 days or so before doing do, they are in breach of DD rules.  Yes, be petty about 5p - It is the principle that counts, not the actual cost.

alicef

@FreeBear, yes just done that and raised a complaint with BG.  Bit shocked that BG generated another bill, didn't let me know and then took money from my account without my knowledge. Yes it's only 5p, but supposing it had been for £££?

MeteredOut

alicef said:

@MeteredOut - yes I did have a final statement from BG last autumn.

 

I've just logged back in to my old BG account and they've produced ANOTHER final statement, dated 10 April 2024, (which was not informed of),  which includes a mass of 'peak save credits' and 'peak save sunday credits'  and 'peak save bonus credit', most of which are dated after I left BG for Octopus, and they've closed the account on an estimate - even though I have a SMETS2 smart meter. 

Goodness sake.  Well I'm off to cancel that DD.

The funny thing is, had you already cancelled your DD, BG's systems might have started sending you emails threatening debt collectors

(though some companies do have checks in place so that if the amount due is less than £some small amount, such letters are suppressed)

alicef

@MeteredOut - I don't think I will ever escape their clutches - and I didn't elect to sign up with them!

They were dumped on me!   

It's just inevitable and relentless.  Next will be a slew of emails from their CS desperate to close down the complaint rather than understanding the issue and addressing their failings. 

alicef

so BG sent thru the first CS email - the one that states 'we're really sorry you're not happy'  (you don't say), and  a second later another email

stating

We’re sorry.

It’s taken us longer to investigate your complaint than it should have, thank you for your patience so far.

further in the email

It’s been 8 weeks since you raised your complaint – you now have the right to refer your complaint to the Ombudsman Services

BG has invented time travel!! 

I'm tempted to chuck it over to the Ombudsman now.

FreeBear

alicef said: It’s been 8 weeks since you raised your complaint – you now have the right to refer your complaint to the Ombudsman Services

BG has invented time travel!! 

I'm tempted to chuck it over to the Ombudsman now.

Well, BG have said you can, so refer it to the Ombudsman, and include this latest email in your bundle.

alicef

@FreeBear - yes I will put it in the hands of the Ombudsman now.  I'm thinking that I should just stick to the specific matter of the breach of the DD agreement?  There is a whole backstory of errors with BG's billing but I don't think they are relevant?

I haven't gone through the latest bill in depth but it looks like BG trying to do some form of internal balancing regarding the saver credits, (they didn't remove me from the Demand Flexibility Service when I switched to Octopus until I told BG that I was still registered under their scheme - so credits accrued post leaving, although not paid to me I stress).  

Though why BG have closed on an estimate now I don't know - they didn't close on Octopus' opening reading - another matter I informed BG of, but BG stuck to their guns and and told me they wouldn't change the reading - from memory there were about 30 or so missing units in my favour).  It's such a mess.

alicef

I'm going to have a running diary on this.  If one couldn't think it could become any more bizarre trying to communicate with BG, think again.

OK

So, I set up my complaint in Resolver because, for myself, it keeps my narrative about the complaint in one place.

BG is unable/unwilling to respond to the Resolver email - never mind - I can attach their emails sent  to my BG account registered email.

So following on from the time travel email - I had another email from a NAMED BG person which said a lot of word salad around issues, closed on an estimate blah blah, but interestingly, made no mention of the breach of DD agreement - which is what the complaint is about. Attached to that email was the bill generated on the 10 Apr 2024, which is the first time BG has notified me of this bill.  However, I was assured that...

'Our team is actively working to resolve this issue, and we will keep you informed of any updates on a priority basis.'

I responded, via my Resolver account, that the key point, aka breach of DD Agreement, seems to have been overlooked.

The next day I received an email from BG generic CS telling me to cough up for the 5p

stating

'I can see that you were sent a reminder for the payment of £0.05 on 10.04.2024, I would kindly request you to please check the email, as there was an outstanding amount in your account due.

If I haven’t heard from you by 17.07.2024, I’ll take it that you’re happy with the information we’ve provided and close your complaint.'

!!!!!!