robbedbyBG

[robbedbyBG]

Hallo to all
I have just joined and I hop to find an answear to my plight amongst other digrunteld users!
My disquit is with BG pre-pay meter, recopping their error!

[Kati]

Re: robbedbyBG

to LB!!

If you let us know exactly what your problem is, I'm sure someone will be able to help :tinysmile_grin_t:

Kati

[robbedbyBG]

Re: robbedbyBG

Hallo Kati,

OK hear go's.
B.G. over credited my prepay meter last February 2013 by duplicating a theird party cheque sent to them. now one year six months later they have just discoverd this!!
and want re-embersing, for their aknowledged error. three letters later and three phone calls,B.G. will credit my meter £100.00'good will'! and deduct the outstanding at their given rate per week. As they admite this error, but still want me to pay for it! ''as they beleve I should have spoted their error this over credit on my meter''!As the amounts only go on in incruments as an ammount is drawn down, it is not possable to know this, othere than by checking daily! and as another theird party cheque was put on this february this error still did not come to light then.
Where do I stand on this?? Ps, I am not in debt with BG, (but could be if they have their way) Being on pre-pay suits my income, I am very carfull on the amount of gas used, If I had known of this extray amount I would have contacted BG to get this amount removed as I would not have been able to afford it,Or if I had have known of this over credit, would I have still been so frugal! As BG can see by my usage their was no sudden increase of usage! I did apply for back billing as C.A.B. explaind, But BG said this did not apply to pre-pay meters!C.A.B. had no reply to this! Don't worry if you have to get some information on this as I have been resurching all month, found pleanty but not sure how much is of any use! thanks robbedbyBG

[Kati]

Re: robbedbyBG

that's a tricky one .... I'm not sure how long a company can actually expect to be able to expect an admitted overpayment from them to be reimbursable (and cannot find any solid info on it either :tinysmile_hmm_t2
Do you not have a payment card/key that you have to insert into the meter to top-up??
Have you offered to repay it at a reasonable rate??
Have you tried complaining to 'head office' about their demands?

You could always fire off a complaint to the Ombudsman Services, and see if they can help to resolve it: http://www.ombudsman-services.org/

Kati

[des8]

Re: robbedbyBG

As Kati says "tricky" but you may get some relief here :http://www.energy-uk.org.uk/publicat...customers.html

On page 8 the document discusses the scenario where a supplier fails to reassess a payment arrangement within 15 months. At this point the back billing cause comes into operation.

Regarding their denial that the back billing clause does not refer to prepayment meters refer BG to Page three of the document where it states:." Although prepayment customers are not explicitly covered by this clause, suppliers will apply similar principles in relation to debt over 12 months old"

You will probably have to escalate this problem to at least management level to get it sorted, but don't give in!

[robbedbyBG]

Re: robbedbyBG

that's a tricky one .... I'm not sure how long a company can actually expect to be able to expect an admitted overpayment from them to be reimbursable (and cannot find any solid info on it either :tinysmile_hmm_t2
Do you not have a payment card/key that you have to insert into the meter to top-up??
Have you offered to repay it at a reasonable rate??
Have you tried complaining to 'head office' about their demands?

You could always fire off a complaint to the Ombudsman Services, and see if they can help to resolve it: http://www.ombudsman-services.org/

Kati

Dear kati; thank you for your quick reply, did say it might take some digging.
but in answear to prepay key yes,
offer to repay,NO. although if i do not contact them shortly they will just assume acsseptance and send signal to meter to recope all.
as I said in my breaf email yes sent letters, and it has got to a senior case handler who is sticking their heals in.
regards O,M. max £ I can receive is the same as BG have offerd.And they now it.

I have a reply from another member offering some info on energy doc? so will follow this up and get back to you all. If in the mean time something materilises of help I will be very intrested to have. ''As they say the more bountifull ones pockets are filled the greater the expectations to succeed''./ knowledge is all powerfull.
thank you Kati.
robbedbyBG

[robbedbyBG]

Re: robbedbyBG

Dear des8
thank you for your reply, today I seem to have progresed further in a short time than I have all month.
I will follow up your lead to energy ect. asap. and will get back to you, many thanks robbedbyBG:tinysmile_aha_t:

[robbedbyBG]

Re: robbedbyBG

Kati,
update; the information gatherd from another member was very helpfull, so I have included relavant info in my reply letet to BG.
let you now out come from their reply!
robbedbyBG

[des8]

Re: robbedbyBG

Just received this pm: good to know the outcome:
A BIG thank you very much for your information on ( back credit )
on viewing all the info, and sending another letter with this section of back billing and reference to other sections of the agreement by other suppliers to treat prepayment meter customers the same as billed customers.
They then sent my letter to a higher department for clarification and a decision!

And YES they agreed that it was their error and squashed the amount by giving me a code to put on my key to instruct the meter to clear the info of collecting the over credit.
Although a small amount of compensation offered, the main point was they were wrong so I don't have to worry any more on this subject.

Meany thanks des8 for your much appreciated help.

Ps you may submite for others to read as it may give them hope to not give up if they know they are right!

[Kati]

Re: robbedbyBG

I'm glad he managed to sort it