Increase in complaints for British Gas
British Gas, one of the UK's leading energy suppliers, has seen the number of complaints from consumers relating to bill payments triple after the company introduced a payment system that over estimated the costs of energy used by consumers. Energy watchdogs have described the company as being 'in meltdown' as the complaints started to flood in from angry customers that were having to pay over the odds on their gas and electricity usage.
Customers have a number of issues that they are unhappy about with relation to billing. Some state that their direct debits have been set far too high compared to the actual amount of energy that they are using. Others complain that although they have switched to another energy supplier British Gas has still been taking payments out of their bank accounts. Many customers have received estimated bills that are way higher than the actual cost based on their energy usage.
According to some customers British Gas have been issuing threats of calling debt collectors in for non payment of bills that were not even correct, and others claim that when British Gas have taken a payment out of their bank account that was not supposed to go out they have had to really struggle to get it returned.
According to figures between October 2006 and March 2007 around 21, 427 complaints were received from consumers by British Gas, which compared to just over 8000 complaints during the same period a year ago. Although consumers are able to take a reading of their meter and provide it to British Gas before any payment is taken out, many have really struggled to get through and speak to a customer services representative, making this move difficult. In a research exercise, one BBC worker was left hanging on the line for well over an hour.
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