British Gas - incorrect defaulted payments showing on credit file

[Littlegem]

Hi
I'm in the process of buying my first home and have obtained my credit reports from Experian, Callcredit and Equifax. I'm turning 40 this year and therefore I'm desperate to get the mortgage secured.

There are two issues on my file which are affecting my ability to get a mortgage - one of the issues is in hand - a CCJ that was sent to the incorrect address which I've applied to have over turned (following advice and help from Legal Beagles )

The second issue is with British Gas. When I left my previous rented property in November 2011 I had been on an estimated bill for both Electricity and Gas - there was a balance due of £565 for gas and £135 for Electricity.

I arranged with British Gas to set up a monthly repayment plan for these amounts and add them to my regular monthly repayments at my new rented property , as I was retaining British Gas as the supplier of both services to my new home - which I have lived at since November 2011.

I have continued paying British Gas every month for both services at my current address.

The repayment plan for the outstanding services from my previous address was meant to run from Feb 2012 to Feb 2013 - and on the credit report it shows these months as the payments as being up to date.

The report then shows all the subsequent monthly payments as late. (red 6 on Experian) This is massively impacting my ability to get a mortgage.

When I realized this problem on Tuesday I contacted British Gas and have paid the outstanding bill- they had passed the 'debt' to a debt collection agency.

However what I don't understand and what I don't think is fair, is how as a British Gas Customer who informed them of my house move, continued to maintain their services at my new property, continued to pay a monthly bill - that they have failed to contact me about this outstanding debt. - if they had I would have paid it.

I was under the impression that the debt was being paid monthly as part of my overall fees. They say a payment plan was set up but never paid.

If this is the case - they knew where I lived, what my email address and telephone numbers are, spoke to me on various occasions regarding my service over the course of the last three years - but never once mentioned the debt.

I want them to address the issue and remove the red marks on my credit file.

Any advice about how to approach this situation, engage with British Gas and sort my credit file out would be very gratefully received.

Thanks in advance

Littlegem

[Littlegem]

Re: British Gas - incorrect defaulted payments showing on credit file

I should also say that the default payments to British Gas are registered against my previous address - not to my current address.

[rebeccasm]

Re: British Gas - incorrect defaulted payments showing on credit file

A simple Google search about 'British Gas has ruined my credit file' will bring many entries. Unfortunately you're not alone.. I'm a property investor, so my credit score is vital for my line of business and I've built an excellent one over the years, only to be dented by British Gas ineptitude. After switching energy supplier at the end of last year, I settled my last bill with British Gas. It then appears that they kept supplying for an extra month (I was already paying a standing order to the new supplier so knew nothing about this outstanding amount), they never have sent me a bill or a reminder (after so many years with them) but simply defaulted my account to 'delinquent' status. It is proving incredibly difficult to have this removed and is proving to be much grief. We should use our consumer power and boycott companies that so easily refer their customers to credit agencies. I for one will never use British Gas again. Try writing your issue to Anna Tims your.problems@observer.co.uk she has helped solving many similar problems with other consumers.

[Littlegem]

Re: British Gas - incorrect defaulted payments showing on credit file

Hi
Thanks for your post, grateful to know I'm not alone, but hugely frustrating this is happening.
I have written to various people including Mr Ian Peters, Managing Director, British Gas, Lakeside,The Causeway, Staines, Middlesex, TW18 3BX, but had no response.
I have completed the complaints cycle at BG and am now left with speaking to the Ombudsman, OR taking direct legal action.
Thanks for your post and your advice

[nemesis45]

Re: British Gas - incorrect defaulted payments showing on credit file

It is absolutely pointless attempting to deal with BG customer (dis) service staff who appear to know
very little and care even less.

An approach that works well and comparatively quickly is a Formal Complaint
to the CEO, these do get a full investigation and a response, in my experience
the best approach.

nem

[rebeccasm]

Re: British Gas - incorrect defaulted payments showing on credit file

The only way I was able to resolve the situation was by calling the Citizen Advice Bureau on 03454 04 05 06. Make sure you have all your facts ready, and the ability to prove that they failed to send you a reminder for instance.
Writing to the MD or CEO of British Gas will lead you nowhere. If they had a clue on how to properly manage the company in the first place, consumers will not be subjected to so many errors and heartaches. It's probably a very understaffed company - can't explain otherwise.

Make sure you have a written trail (letters or email) of all the conversations with British Gas - for instance, if you have spoken to them on the phone, write an email back to the person (or CS) repeating all the points discussed on the phone. Otherwise you have no proof.
Also, companies generally don't call you or email you if your payments are late (they might pester you with marketing calls though) - it's much easier and cost effective for them to refer you to a credit agency - and the philosophy is that we are guilty until proven innocent

[nemesis45]

Re: British Gas - incorrect defaulted payments showing on credit file

I have to say your statement on contacting the CEO of BG " will get you nowhere" is totally wrong!!

If there is anything that will get you " nowhere" with BG it's talking to their " customer (dis) service department these operatives have only a poor company script to read and have no authority other than to repeat it.

nem