Direct Debit Cancelled by BG after refund

Bedders15

Hello

Apologies if this has already been raised but I have checked through the search for similar threads.

I have just discovered that BG has cancelled the direct debit for my monthly payment plan and didn't tell me about this. I have called BG "customer services (CS)" and was told that their system does this if you have the audicity to ask for a refund of over payments. Of course CS could not tell me why they haven't written to tell me about this (is this a DD guarantee requirement) or why a message hasn't appeared via website or e-mail.

Please watch out for this apparent feature of the BG system if you are cheeky enough to ask for a refund of your money!

BG's response so far is to say that I should have checked my bank account to identify their mistake!

On a seperate note i was told by BG CS that there were legal and DPA issues with the DD cancellation. When challenged they backed down extremely quickly. This was clearly an attempt to intimidate me into backing down and people should not be scared to challenge back - they do not know what they are talking about in this field - just ask for more details.

I have e-mailed a complaint over today so i may get a response before Christmas 2010.

Hope this stops other people being dragged into yet another BG trap.

Cardew

Welcome to the forum.

BG's new computer system is still a joke for 'unusual' situations like yours. i.e. requesting a refund instead of waiting for the annual review.

Have you lost the cheaper DD prices?

I was given unsolicited refunds on 2 of my BG accounts(I have 4 accounts) and this was followed by letters cancelling my DD("we note you have cancelled your DD") and immediately(delivered the same time) other letters re-instating my DD.

I have gas and electricity in a little used annex. I was paying a nominal £1 a month DD for electricity; however with the new computer system the minimum DD is £5.
However my Dual Fuel and paperless billing discounts are applied to the electricity account and these amounts are more than I spend on Electricity. BG manually cancelled my DD.
This has thrown the Computer system into turmoil as it cannot apparently cope with someone being charged at Direct Debit rates with no DD set up.

Teacher2301

Same happened to me last November...asked for nearly £300 refund for overpayments. Cancelled the DD without telling me. Have now switched so await their estimated final bill but I record the reading monthly so will inform them of their over estimates - I'd rather earn interest on my money than BG!!!

SwanJon

The reason the system does this is that the plan* is for the year. So if you take money out of the plan before the end of the year, you are not sticking to the plan. They system is set so you have to cancel the plan to send the refund, and the company is under no obligation to set up a new one. Usually another one will be set up unless they think you are taking the mick (e.g. asking for refunds a couple of times a year or just before the winter).
If the agent is planning to set up a new plan straight away they should supress the letters (save the trees!)

*Note a plan does not always follow reality, in DDs as in life.

Bedders15

Thanks SwanJon

You clearly know the system better than BG or at least you are prepared to take the time to explain it unlike the BG "CS" reps i have spoken to.

Do you know if this is detailed in any of the documentation that you are asked to sign when you sign up for the monthly payment plan.

No problems with an agent surpressing letters to help save paper but it would be nice to be told that they were cancelling the DD.

Hopefully i will not lose out here but you never know with BG!