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Hi

I set up a Payment Plan with British Gas in September16, following an unexpected huge bill.

I have been paying monthly as agreed (£160 fwiw).

 

In Feb BG sent a letter advising my Payments haven't changed.

 

End March BG sent a letter saying I'd missed my monthly payment

- and quoted a figure of £600 more than my monthly payment!

 

I immediately wrote stating BG must have made a mistake.

I made the normal payment.

 

Then start April BG wrote saying they were cancelling my Plan.

I again wrote to complain.

 

BG have failed to reply to both letters..

 

I did try calling - but got some jobsworth who told me if BG had written saying I should be paying almost £800/month then that is what I should pay.....

 

Following on - instead of replying to my letters, BG have sent demands and threatening letters, stating they were adding charges to my account.

 

Now I have received a threatening letter from a company appointed by BG

- some kind of financial services company called arvato...

saying they will make a home visit and charge me for it..etc etc.

 

My knee-jerk reaction is to email this fs company and copy the BG and my letters and tell them to sort it out.

 

Or is there a higher office at BG I should write to.

 

It is SO frustrating.

And there is no way I am paying almost £800/month.

 

Help????

 

Also - is arvato part of BG?

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I think Arvato are a Debt Collection Agency/Bailiff services !

 

 

And not part of British Gas


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thanks citizen.

Well - that's not good is it.

How can BG change a payment plan without telling me

- in fact whilst telling me my plan remains the same,

then ignore my complaint letters,

and then instruct a dca/bailiff.

That is NOT on.

 

I have now written to this dca.

Sent them details showing BG is wrong...

 

However - if they are independent from BG

- is there a high up officer I can directly write to at BG?

Does anyone have the details of an important person to whom I can direct my complaints?

 

Does anyone have an email address for British Gas?

A head of complaints email would be good.

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This is all I could find.

 

https://www.britishgas.co.uk/complaints.html


Have we helped you ...?         Please Donate button to the Consumer Action Group

 

Uploading documents to CAG ** Instructions **

 

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

 

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy -

HERE

2: Take back control of your finances -

Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors?

Read Here

4: Staying Calm About Debt

Read Here

5: Forum rules - These have been updated -

Please Read

 

 

BCOBS

 

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

 

 

 

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Go to the top:- e-mail

 

- Services

 

Mr Matthew Bateman Managing Director

 

Email matthew.bateman@britishgas.co.uk

 

Telephone 01753 494343 (Direct)

Switchboard 01753 494000

Website http://www.britishgas.co.uk

Social Media T

 

Postal Address Millstream Maidenhead Road, Windsor, Berkshire, SL4 5GDM

Company Number 03141243C

Company Status Active (Established 22/12/1995


:mad2::-x:jaw::sad:

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I have a red flag on my credit file due to discrepancies with a Utility Company.

 

The background:

I had a large unexpected bill - so set up a payment plan. I paid every month.

In the 5th month a letter came saying my payments were staying the same.

A couple weeks later a letter came saying I had failed to make a payment and my payment amount was changing (increasing 45%) :evil:

I had paid every month without fail - so I did not understand this request.

 

I wrote to complain that they had made an error. Didn't get a reply. But the Co meanwhile sent threatening letters and advised they would send out a field rep - at extra cost to me...

 

I called. The Person I spoke to advised that my payment plan amount had changed and I had to pay that amount. The revised monthly amount bore no relevance to my outstanding balance.

 

I re-sent the original letter.

And paid nominal amounts for the next few months, as I thought it would be a good thing to keep paying something until the issue was resolved...

 

Then the utility Co read/revised the meter reading and reduced the outstanding balance a lot.

 

Then I spoke to someone else and set up new payment plan based on the revised balance and current consumption too. And been paying it ever since...

 

It was only this week that I had a look at my credit file and I saw loads of alleged late/ non-payments - which corresponded with the times when i was on the original payment plan.

So I rang.

It turns out that I should have paid the set Plan amount on the exact same day every month. Their computer system does not recognise payments on any other day. So despite paying early the computer did not recognise the payment and instead registered my account as non-paid...

How ridiculous is that??!!

Then, despite paying nominal amounts for a few months, because I was neither on a payment plan nor had cleared the balance, the Co kept classing it as a problem non-payment account.

 

So now I have a long line of alleged non-payments against this utility Co - which is a problem on my credit report.

 

I asked them to remove the bad reports. They refused.

I just don't understand how I can pay early and get a missed payment marker on my report? Surely this computer system can be classified as faulty/ misrepresenting the facts??

Their report of my account shows I did not pay. But I did pay every month the agreed sum.

Is there a way to successfully argue my case?

 

I advised the utility Co I wanted to write a complaint. They said they would put a note on their system saying we are deadlocked and the way their system worked is that they would write to me.

I said NO - I wanted to write to them first. They said it just doesn't work that way...

I will write. But I want to ensure I write with a plausible argument for them to alter the credit report.

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who?


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

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ive found an old thread too

so all you've got is a few markers in the calendar section nothing in the summary like late payment?

just wondering in all truth what effect this is actually having upon your file, very little I think.


PLEASE DONT HIT QUOTE IF THE LAST POST IS THE ONE YOU ARE REPLYING TOO.

MAKES A THREAD TWICE AS LONG TO SCROLL THROUGH!

please do not post jpg images directly to a topic..USE PDF ....READ UPLOAD.

 

WE CAN'T GIVE ADVICE BY PM - IF YOU SEND ME A LINK TO YOUR THREAD - I WILL BE HAPPY TO OFFER HELP THERE

Single Premium PPI Q&A Read Here

Reclaim mis-sold PPI Read Here

Reclaim Bank Account, Loan & Credit Card Charges Read Here

The CAG Interest Tutorial Read Here

spreadsheets 

 

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You have recent BG evidence of required payment, so use it in your defense.

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I checked my report as I am refinancing something. The lender flagged it up and wanted an in-depth explanation. I guess it is minor in the sense it didn't become a default. But the file alleges I missed 6 payments - when I didn't. Having worked very hard to try improve my file, it is very upsetting/ annoying

 

I was checking my records. I need to check deeper - but I don't think I ever had it in writing that the payment plan needed to be paid on a specific day each month. I certainly wouldn't expect early payment to create a "non-payment" problem as it did...

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Although this may be having very little effect on your life at the moment, if there is no justification for having these markers on your file then they should certainly not be there. Clearly they are at the very least causing you and inconvenience if somebody is asking for more information.

 

Secondly, if you for some reason or other receive another marker from someone else that on its own could be a minor event but taken with these British Gas unjustified markers could appear to be far more meaningful, then clearly it is worth paying attention to the British Gas markers and getting them removed.


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I suggest that you send them an SAR. See what you get - and what is missing. Then come back here. I thin that they have a statutory duty to maintain your personal data corectly and a contractual duty to do so as well


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Your account is in default.

You said it turns out I should of paid the set amount on the same day every month.

 

If a bill is due by the 28th of the month, its due on the 28th.. Not the 29th or 30th.

If you want to put the burden on them then set a direct debit up.

 

Now if you paid it on the 27th with a due date of 28th and they still defaulted it then you have a case.

You didnt.

Nominal payments which are not the full monthly arrangement on or before the due date are defaults too.

 

Why do you think that late payments are acceptable and if you do how much grace do you think should be given? A day, a week a month?

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My understanding is that the payments were made before the due date but that the computer failed to lock them because it expected payments to be made exactly on the due date.

 

Maybe we need some clarification from the OP


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Of the first payment plan - I made 2 payments on the due date, 3 payments early, 2 payments after the due date (1 day after & 3 days after).

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sgtbush - I had never had a payment plan before this one. It was set up on the phone. It wasn't confirmed in writing. So I had nothing to refer to in terms of them needing me to pay on a specific day each month. It was not something I was aware of. I made payment each month and had no idea that any payment around the 'due' date would be considered non-payment. If payment was manually handled human common sense would apply ie that they had received payment. In this case we are all dealing with computers and they don't register anything other than what has been input.

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