I joined British Gas in February 2012 and after 4 months I was issued a credit note for around £124, I called the team to double check I was in credit when to my horror the advisor told me no gas had been added to my dual fuel account for the whole time I had been signed up. They then went on to add over £400 backdated gas to the account leaving my account in debit of £177.
After discussing my concerns with a British gas advisor my payments went up slightly to cover my usage and I was told by the advisor that everyone’s account varies between debit/credit depending on the time of year and I wasn’t to worry about it. I thought about it some more and emailed British Gas in September to tell them I was still unhappy about the backdated gas, as far as I was concerned I was paid up to date and to add over £400 in one month is ridiculous.
I was again horrified to find out British Gas had tried to debit £128 from my account just after Christmas to get me to zero balance before period end! I was straight on the phone to customer service who were rude as always and I was advised if I had looked at my November statement I would have saw their intention of taking double the amount they normally take, I informed him as I use my smartphone (which they have to set up with a code for the app!) I had no intention of going into the statement each month therefore I had no idea of this price change, a letter should have been sent to me regarding the amount they wanted to take. Even when I checked the statement they had written it under a big bold heading saying ‘YOU DO NOT NEED TO DO ANYTHING’. I cancelled the direct debit luckily just in time before the payment transferred and paid my usual amount by direct debit. I informed British Gas I was now switching supplier and they told me if I didn’t pay off the full balance or set the direct debit back up there was a good chance they would block my transfer! I set the direct debit back up for the agreed monthly amount and was shocked to see that the amount this month was again double the amount I was expecting, I cancelled the direct debit again and it didn’t take customer service long to get on the phone demanding money. I told them any balance due once I had transferred would be paid in monthly installments as the debt is their fault, not mine, to which I received an email back telling me if I didn’t pay the full balance including the backdated gas within 3 months they would give my account to the debt collectors and this would ultimately affect my credit rating.
They have now blocked my online account so I can’t see any bills, I asked for them to be posted out and they only sent me bills from July 2012 to cover up the fact that from February 2012 to the end of June 2012 they hadn’t charged anything for gas and they were the ones in the wrong!!
I have now sent my complaint to the Ombudsman.
The customer service I have received has been awful!!!!!!
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