Lack of internal communications

Transformer7

British Gas – very disappointing service

Since 24 November, I’ve repeatedly been chased for “overdue” payments despite paying my bills on time by bank transfer, as I’ve done for years. I even contacted live chat and was told the issue was resolved — yet the payment demands continued.

I then received multiple emails and texts threatening £13 and £31 charges and damage to my credit score, all for a payment that had already been made.

To top it off, British Gas sent me a cheque for the exact amount of the previous bill — forcing me to pay it into my bank and then pay British Gas again to fix their own error.

This has caused unnecessary stress and wasted time. Customers should not be threatened or penalised because of billing mistakes they didn’t make.

I’m still waiting for accountability, a proper apology, and reassurance this won’t happen again.

marcia_

Transformer7 said:

British Gas – very disappointing service

Since 24 November, I’ve repeatedly been chased for “overdue” payments despite paying my bills on time by bank transfer, as I’ve done for years. I even contacted live chat and was told the issue was resolved — yet the payment demands continued.

I then received multiple emails and texts threatening £13 and £31 charges and damage to my credit score, all for a payment that had already been made.

To top it off, British Gas sent me a cheque for the exact amount of the previous bill — forcing me to pay it into my bank and then pay British Gas again to fix their own error.

This has caused unnecessary stress and wasted time. Customers should not be threatened or penalised because of billing mistakes they didn’t make.

I’m still waiting for accountability, a proper apology, and reassurance this won’t happen again.

  Why did you cash the cheque knowing it wasn't yours. I would have ripped it up not gone round the houses to repay them back. 

NorthYorkie

Welcome to the club!

. I pay on receipt of the invoice by internet banking and had set up BG as a payee with my original customer number. However, back in 2023 BG changed customer account numbers, but did not specifically notify the customer of this - they simply changed the number on the invoice and most people wouldn't notice as they only look at the amount owing and the date it is due for payment. Nevertheless BG continued to accept payments under the old number and automatically transfer the credit to the new number, so the change in numbers never became apparent.

But then, between March and June this year, BG cancelled this policy - again without notifying customers. The effect was that the payment for my June invoice went to the old customer number as usual but the new number was showing as outstanding. As a result I received an e-mail saying my account was outstanding.

On contacting them I was told that they had already7 issued a cheque to refund the amount I had paid and wanted me to make the payment again, this time using the new customer number. I told them this was b----- ridiculous and would create extra work for them and unnecessary hassle for me. I said that I expected them to make an accounting adjustment to transfer the amount paid from the old customer number to the new one (after all, how hard could that be? It would only take a few clicks on a keyboard) and that when the cheque arrived for the refund, I would not cash it and they should put a 'stop' on it. This eventually what they did.

I would recommend you email service_energy@britishgas.co.uk and put "COMPLAINT" in the heading, explain what has happened and the distress it has caused you and you might get a £50 credit to your account as compensation.

EssexHebridean

Have you raised a formal complaint? If so, was that more than 8 weeks ago? If so, I would suggest the Energy Ombudsman Service is your next stop. with some suppliers, I'd say threaten it first as that might get a resolution, but I suspect that with British Gas that won't make an difference in their reaction.