Having recently moved house I contacted all my utilities providers to inform them of the new meter readings so ensure that all calculations were current. Upon calling British Gas they advised that a Dual Fuel service based upon my current usage would equate to approximately £40 per month if taken by Direct Debit which included additional savings. As this seemed to suit me, I agreed and the transaction date was set for the 1st of every month starting from 1st September 2008.
One week later I received no less than 7 letters from British Gas. The first informing me that my new account was set up and confirming 2 separate Direct Debits (one for Gas, the other Electrickery) for £20 each, starting on the agreed day..........excellent!!
Upon opening the other letters.........ALL dated the same as the first, I was informed that due to recalculations of my End of Year Review I would now have to pay £132 per month for Gas and £106 per month for Electricity! A far cry from the £40 per month the previous letter had stated and that had been authorised by me.
One confused phone call later I found out that due to my limited "history" at this address, they have had to calculate my payments on the previous resident's usage and that I needn't worry as any overspend would be periodically refunded. Seeing as though I, as most people, live to a budget I cannot simply afford to write off an additional £198 per month for unused utilities in the vain hope that this will find it's way back into my account, I protested stating that I simply did not agree to this and wanted my Direct Debits returning to the original amount until a further, more accurate, analysis could be made upon my usage. Quite bluntly I was told that this was not possible as their computer system dictates any adjustments and issues letters accordingly. There was no way to over-ride the system and that the only option would be to cancel my Direct Debits altogether (negating any savings that this made) and paying on a quarterly basis from exact figures.
As this appeared to be my only option, I reluctantly agreed and thought nothing more about it................until I had to make a bank transfer later that same day to see that British Gas has presented my Direct Debit shortly after my phone call to them and instructed that 2 payments...........(wait for it).......of £132 and £106 were paid to them from my account. Not only was this instruction 3 weeks premature but that these were, in my opinion, unauthorised payments and should be refunded ASAP.
Again, another phonecall later I was informed that BG were "very sorry" and that the refund would take place "within the next 3-5 working days"!!!!! Where on earth do these people get off? Surely this is unethical and to some degree illegal?
Why should my £238 sit in their account accruing interest when it should still be in mine, doing the same for me, until the beginning of next month?
Can they get away with this?
