BRITISH GAS & CREDIT ENTRY TURMOIL & LIES..HELP!!!!

TheHumbleEgg

I'll try & make this as short as possible...

We lived at an address. We left the address in AUG 24. We paid our final bill. We have - btw - all proof of this. The balance was £0.

We moved to our new address.

The account at the old address was in MY name but the DD came out of my wife's bank account. My wife - as BG have confirmed - has never had a BG account.

Her credit report was clean. It now isn't. It says there is an outstanding, unpaid bill of 400+ that is owed to BG. From the dates Sept 24 to Feb 25. We weren't at that property then, as is easily provable. BG say that they 'checked' at that address and 'someone' gave my wife's name (this - if it even happened - could only have been our old landlords who - at the time - were revamping the house to sell). BG have been given their details. So, despite us not living there - being able to prove we weren't, having all the BRITISH GAS documentation, and emails...this remains on her credit file. BRITISH GAS gas have confirmed this...we raised a complaint with the credit agency - who have since come back to us (today) saying they have gotten in touch with BG...who said to them 'the information on file is correct'. That's it. That was the response. When challenged on this BG say they've not said that at all. 

We have confirmation from BG that the balance is £0, that we owe nothing, that my wife never had an account, that we did indeed move...yet, we remain on file.

So we're now here - in this weird limbo - where every month is noted as another 'missed payment' on our credit file. And every month the impact on our record hits harder & our score decreases more. The credit file complaint achieved nothing...and, TBH, at this moment it genuinely feels there's nothing we can do about this.

HEEEEEELLLLLP.....!!!!!

t0rt0ise

Next step is the ombudsman.

NorthYorkie

You must make a complaint to BG before trying the Ombudsman, have you done that? Don't just telephone, 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.

TheHumbleEgg

The ombudsman complaint is currently 'active'....in relation to a 'credit', we're no longer with BG. Genuinely appreciate your replies. Honestly - feel like we're going mad with this...literally today we've had a BG advisor go 'Hmmm, so yeah, dunno what to do now'. Then they put the phone down. Then I went into the garden and swore at a gnome & told a Robin to 'eff off. 

Brie

Must say I love your approach to getting rid of stress!!  

I have been told that there's a way to add a note to credit reports so your wife should be able to add something that states that the BG details are incorrect with a complaint pending.  Sorry - don't know how but it might help get rid of more anxiety about the whole situation.  

maman

TheHumbleEgg Then I went into the garden and swore at a gnome & told a Robin to 'eff off. 

🤣🤣🤣
Thank you for the best laugh I've had all holiday. 

So sorry for your situation. I do hope you get it resolved very soon. 🤗

WiserMiser

Do you have evidence of telling BG that you were moving out?  If so, that will help your case.  If you only told them by phone, make a Subject Access Request for a recording or transcript of the call.

Keep everything in writing from now on.

elsien

Brie is  referring to what is called a notice of correction. 

You would need to go to each credit reference agency individually; the Experian version is here. 

https://www.experian.co.uk/consumer/guides/notice-of-correction.html

TheHumbleEgg

WiserMiser said:

Do you have evidence of telling BG that you were moving out?  If so, that will help your case.  If you only told them by phone, make a Subject Access Request for a recording or transcript of the call.

Keep everything in writing from now on.

Yep, all that...all their emails, all their confirmations of last payments, all their 'sorry to see you go' bumpf. The lot. Now we're even in the odd realm of them kinda having a go at us saying '...there is no account in your wifes name'. Well...DUH....!!!!! Then we show them the cred ref reports, again...then they go 'Oh'. And threaten to escalate it again. The  they generally ask can they close the case because they've 'solved' it. Then I point out that they haven't solved frig-all. Then they go 'Oh' once more. Then I open the back door & the gnome gets it again. And it kinda repeats. Feel like we're in a gas inspired episode of Tales from the Unexpected...only the opening credits are me crying & turning circles in the garden wearing only a vest & me undies until I get dizzy & fall into a privet. Then someone shouts '...have we solved it?' And then I swear...again.