Hoping for some advice on this extremely frustrating situation I am in. British Gas were my supplier of Gas & Electricity from November 2015 until May 2017. All my monthly Direct Debits were paid on time until May 2017, when they kept estimating my usage at £300.00 when I had previously been paying £50.00. I immediately raised a complaint with them and asked for an explanation of how they had calculated my bill. I had a smart meter which was working and showing that my average daily usage was 0.50p. I explained to them that I would make payment once they had sent me a correct bill that reflected my actual usage. I have been going back and forth with them for the last three months as their customer service is TERRIBLE.
Last week we went to our mortgage adviser to submit our application to re mortgage, and found that we had failed credit check as British Gas have put FIVE late payment marks against my credit rating. I was completely shocked, as they have never notified me of this and they are aware that I have a complaint open.
We have been advised that until this has been resolved with British Gas and the marks removed, it is unlikely that we will be able to re mortgage as no lender will accept us. I am absolutely devastated.
I immediately contacted British Gas and spoke to a lady in the complaints department, who acknowledged that the complaint should never have been closed (by closing it, they automatically put late payments against my credit report), and that she would submit a case to have these removed. I have since called back to find out what is happening and have been told that the person I spoke with (my complaint handler) is not available until Saturday and that no one else can deal with this other than her !?!?
Mean while I am completely stressing out and each day that passes I am getting more concerned about my situation. I have also contacted Experian who have contact British Gas directly to dispute this on my behalf.
Is there any other action I can take?
Last week we went to our mortgage adviser to submit our application to re mortgage, and found that we had failed credit check as British Gas have put FIVE late payment marks against my credit rating. I was completely shocked, as they have never notified me of this and they are aware that I have a complaint open.
We have been advised that until this has been resolved with British Gas and the marks removed, it is unlikely that we will be able to re mortgage as no lender will accept us. I am absolutely devastated.
I immediately contacted British Gas and spoke to a lady in the complaints department, who acknowledged that the complaint should never have been closed (by closing it, they automatically put late payments against my credit report), and that she would submit a case to have these removed. I have since called back to find out what is happening and have been told that the person I spoke with (my complaint handler) is not available until Saturday and that no one else can deal with this other than her !?!?
Mean while I am completely stressing out and each day that passes I am getting more concerned about my situation. I have also contacted Experian who have contact British Gas directly to dispute this on my behalf.
Is there any other action I can take?
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