Recently took a glance at my online banking account and discovered that BGas had doubled the Direct Debit for my Electricity account without notification (£20 to £40).  Got on to customers services and asked them to reduce it back to what it was and was informed that it wasn't 'Company Policy' to do this.  They had calculated what they thought I should be paying with the winter coming on.  As I was in credit anyway I thought this was unreasonable but couldn't get them to change there minds.

Decided to ring the Customer Complaints line and spoke to a guy who said he would recalculate my payments and this worked out a only a £5/month increase in my payments. They agreed to change the direct debit back with just the £5 increase and I also asked them to return the extra payment they had taken without notifying me it was going to happen and they agreed.

I'm angry because it seems the excuse was they don't want people to get into debt by owing too much if they are not paying enough each month.  They could have got me into debt with the bank if there hadn't been enough money in my account to cover the extra deduction.  Also, why should I be penalised to cover those people who don't pay enough or on time.  If I've ever owed them anything at the end of the year I've paid it straightaway and increased my payments for the future.

It's about time all Utility companies were made to pay interest on the credit people have on their accounts.  I've never complained in the past about this but they hold nearly a £100 credit on my Gas Bill.  If the attitude doesn't change soon I'll stop paying by DD put the money in a savings account and pay quarterly.  The discount is not worth this hassle.

So to anybody out there having problems, complain and don't give in at the first hurdle.

Hi janmoney

I think you hit the nail on the head by mentioning that your supply is with BGT, says it all.

Also under the DD guarantee they do have to give you at least 10 days notice for any change to your monthly payments, thats up or down.

Interesting comments concerning a credit on your bill and we should get interest, however, shoe on the other foot, after the winter most people on DD have a debit balance, so if the company gives credit on credit balances, isnt it fair they charge interest on your debt balances ?

Good day and thanks.

Re your last para, maybe that's true and they haven't realised that - might make more folks pay the correct amount then they would solve a problem both ways!!

I've been paying DD for both fuels with BG for ages and they've only ever gone down. A large part of paying by DD is personal responsibility-you need to check your energy statements. If it looks like you're not paying enough then you need to sort it out as well. It's a 50-50 thing. And good point made about charging interest when we owe them money. That would go down like a lead balloon!