British Gas

Have they been pricing your bills on estimates or have you been providing them with your actual readings Patsy?

Just a possibility, they have been estimated historically and they finally got a ‘firm ‘ reading and the last bill is a catch-up one?

You shouldn’t have any problem reverting to paper bills provided you can contact them which isn’t easy as you say.

Good luck with it.

I am sick of Brutish Gas. They once took thousands out of my account on a ridiculous estimated bill (despite the fact we have a smart meter) and yesterday I received a debt collection letter off a legal company working for them trying to recover a bill for when I didn't live here they waste so much of my precious time

volver I wouldn’t dream of not paying my bills if I discontinued paying by direct debit. There are other methods. Yes, we use DD for all bills too. BG have made it impossible for me to change my email address. How is that my fault?
ayse. I sincerely hope it doesn’t take that long, but my next step, if this isn’t resolved, is to contact the Ombudsman.

Apologies in advance if this sounds harsh.

No company can unilaterally change the amount they charge anyone on direct debit without telling/asking you first. I use DD for almost all my bills and for my DH's, because it is one less think to worry about every month - at least we know the bills are being paid. But part of that contract is that I have to keep an eye on it. So you not checking your bills because you've changed your email address is not the company's fault, sorry.

My advice - do not cancel your DD as they would be entirely within their rights to cut you off. Persevere with trying to contact them, even if you have to hang on the phone for hours. You need to get this sorted. Tell them what has happened and that you need to change your contact details.

If you have been overcharged you will get the money back. That is much easier if you are paying by DD. Try to make your DH understand that.

My DH had real difficulties with British Gas. It took him a year and a half to sort it by eventually going to The Ombudsman. British Gas had added his account to someone else’s account with the same name. It wasn’t until he threatened them with the Ombudsman than they started to resolve the issue.

Personally I’d be contacting the Ombudsman after 28 days of not being able to resolve the issue.

I keep getting emails to a completely different person from British Gas. They are sent to my g-mail address to someone miles away, they show her address and account number. So it could be that your emails go anywhere!

Thank you for your responses.
I have attempted to change my email address. My old email is no longer active. I registered for an online account some years ago with my old email address. We have received no bills, which have obviously been sent to my online account, which is inaccessible. It has only caused alarm this month because of the very large increase. My OH is prepared to wait to see what the direct debit amount is next month ?. I will try and speak to BG again tomorrow, as I need an explanation and now wish to revert to receiving bills by post. The problem is there are so many people in dire straits currently so it is nigh on impossible to get through.
Joanne123. Yes, I would be happy to discontinue direct debits after this experience, but OH is reluctant and he deals with our joint account online. However, I might insist if I am not happy with the outcome.

When we accumulate a lot of credit our supplier reduces the direct debit accordingly and there is also a facility on our account to reduce the direct debit ourselves.

I cancelled my DD with British Gas after they took out an amount of almost £150. I had spoken to them previously and we had agreed an amount of £90 per month.

I wouldn't give them the opportunity again to take what they want. They are a disgrace.

Patsy The details of the charge should be on your last bill - have you checked that the bill was produce on your actual meter reading or an estimate?

Do you provide the readings or do you have a smart meter?

As Maagiemabe says, this looks like a ‘variable’ direct debit based on your actual usage and not a ‘fixed’ direct debit which would always be a round amount.

I would stop the payments from your bank straight away BG will soon get in touch with you one way or another I'm sure.

I am with British Gas our DDM was reviewed in July and they have increased it by £50 per month. It was set out on our bill and advised us of the increase. We are in credit buy I left it as our fixed term ends September we had a very good rate so this will go up a lot
All of this is on line so you can no doubt access this with your old email address if you did not change it on your account

I’m guessing from those very precise figures that you pay for what you’ve actually used each month, OP, rather than paying the same amount each month? If that’s correct, could there be a problem with your latest meter reading?

I was contacted by British Gas suggesting I set up a direct debit and I refused they asked why. Your experience is the reason why I like to control what goes in and out of my bank account and not have companies increasing amounts as they see fit.

I find it hard to believe they would not keep you informed of what is going on, but if you've changed your e-mail address then that is the reason why. You should have changed it for your online account. You should login to British Gas using the old e-mail address and password, then change to the new address when you get on the site.

If you can access your old e-mail messages I'm sure you'll find everything there.

If you've changed your email address, it could be that the notification went to your old address.