This is already a few years old situation but I am still so much annoyed!! Asked to pay the £60 or so we owed the following month they said no, no help, they did give us wrong account info so calculation were a bit of a mess for us that's why the debt. To cut the story short we then formally complained and then had a manager-call and £10 goodwill gesture because of their wrong info, too little too late since we did discover that if we barely used the gas we were charges too much (may sound convenient if you use a lot but we weren't!). Too bad! We then paid balance and swathed to a different provider but British Gas continued to call us for several days with those so-hated recorded messages reminding us to pay what we had already paid! No way that if you use little gas for whatever reason you are overcharged!!!
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