Debt paid off on prepay meter - BG add more

[fudged]

Hi, I've had a good search around this forum and elsewhere but can't seem to find anyone in the same situation(not quite the same issue as CSJ2K's post). I'll be as brief as I can and hopefully someone will be able to advise...

 

I have prepay meters with British Gas which was installed to deal with a gas & electricity bill debts. Back in in April the remaining debts finally hit zero. For a couple of months now I've been enjoying paying for gas only, rather than an additonal £10/week towards each debt.

Then last weekend when I topped up - it suddenly started taking money for gas debt again! (£7 of a £10 topup). I checked the stats on the meter and there's another £53 debt on there, to be taken off at £10/week. I was livid and spent almost 2 hours on the 'phone to BG over a couple of days. Their explanation is that it's for the difference between the debt that built up between me agreeing to a meter and it being installed.

I still have to check my bills to verify that - which I'll be doing this weekend. But my main point is - what gives them the right to do this?

I explained that I wasn't informed this was about to happen, but the guy from BG just said it doesn't matter - they're allowed to under the terms and conditions. I asked him to quote the section of the T&C's that allows for this but he couldn't - he said it wasn't explicity mentioned that they could do it, but neither was it explicitly forbidden. I pointed out that neither was it explicitly forbidden for a team of BG engineers to turn up at my door and re-plumb my digestive system from behind with 15ft of copper piping - but it would still be an unacceptable shock if it did happen!

So my questions are - has this happened to anyone else? Does anyone know if British Gas really are allowed to chenge the setting on the meter without informing the customer?

 

Thanks

[noggsy]

I would suggest this action is highly questionable. My understanding is that BG should have advised you of the shortfall by sending a statement to you. As to the legal position it is subjective but when the original debt was set it they should have taken a reading and set the debt accordingly. My advice would be to put your complaint in writing and advise them that you require a response within 14 days. If this is not done or you receive an unsatisfactory response, I would contact Energywatch for them to take up the case on your behalf. Once they get involved, a BG Customer Service Manager must respond to them within 10 working days.

[ashleyjane]

Hi Fudges,

 

Just read your thread and it suddenly rang a bell. I to have a prepayment metre because of debt to BG the something happened to me recently. The debt was at zero so I was changing suppliers. Then I got a statement in showing I was still owning them £85 I phoned them they gave the some reason they gave you - they were not helpful in fact they had a serious attitude problem. Any they let my change in supplier go thru' and sent me a bill quickly followed by a threating letter follow equally quickly by a solicitor letter - I paid in my own good time.

 

Sorry I know this is not much help but what I wanted to say BG is the most expensive gas provider there is. I went on to the eneragy help line and found that ebico is the cheapest for people with payment metres as the don't charge extra for the service.

 

Sorry if you knew this already.

 

AJ

[fudged]

Thanks for the input folks. I'll do just as you suggest Noggsy. I tried to look up T&C's on their website but can't find anything. There's a link to 'Codes of Practice' - these turned out to be a series of leaflets advertising their services. Sent them a request for the information via the website and it just went blank! (I'll see if the requested 'copy to me' turns up in my mail box).

 

AshleyJane - no apologies needed! It's good to know I'm not the only person this ishas happened to, I couldn't find any references to it happening anywhere online. Glad you got your issue sorted out, I hope your new supplier's more co-operative.

 

Insult is added to injury here because we've been harrassed by BG for the last 3 years for a bill from our old property after we moved out. The tenants that took over didn't pay a bean and BG couldn't trace them, so they started on us instead. Despite sending them tenancy agreements and even their letter confirming we'd changed address this one goes on and on. They've used three different collection agencies (not at the same time though, or I'd have them for that).

 

Given their complete lack of co-operationon the meter issue, and the on-going harassment problem, I'm of a mind to start some serious complaint procedures.

Thanks for your help.

 

ps - huge thx for the tip on ebico AJ, looks like a great move - think I'll do the same

Edited July 7, 2008 by fudged