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British gas payments complaint advice

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Hello, looking for a bit of advice regarding an issue I'm having with BG and the payments they arw taking. Basically they are insisting I pay a huge amount more than I use to get the account in credit by the end of the plan. There is currently an balan e of around £1000 on the account (dual fuel). They are asking for over £400 per month when my usage is around just over half that. I'm quite happy to pay more than I use to bring down the balance but not what they're insisting on as its just unaffordable. 

I remember reading somewhere that if you have an open complaint regarding account payments then they have to suspend any debt collection activity until the complaint is resolved. Is this true, as I'm quite happy to now go down this route and escalate to ofgem if needed.

Thanks for any help

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