British Gas won’t return my money
I run a very small family business. More than six months ago I inadvertently sent a £745 payment electronically to British Gas when it should have gone to the management company for a flat we own to settle service charges.
Having failed in my efforts to get my bank to retrieve the money, I approached British Gas. My letter was ignored so I wrote to its bank, also to no avail.
Eventually I managed to procure “a customer service” email address. I scanned in all the letters and had some cheery responses from several different people.
They told me about all the wonderful services provided by British Gas and so completely missed the point of my request. LINDA MILLS, SURREY
You provided proof that you had paid the money. Then a letter authorising repayment was requested so you wrote one on your company’s headed paper.
Then British Gas moved the goalposts and said it needed authority from the account holder. The account in fact was connected to you but you had only a reference for a bill pertaining to past tenants of yours.
To confirm that you were genuine you produced evidence that you had attended the owners’ annual meeting for the property in question, that you had paid the service charges to the management company and that you owned the property. But after that, British Gas stopped responding.
Only after my involvement did the company get to the nub of the issue and return your misdirected payment at last.
A spokesman said: “When Mrs Mills called us to explain that she had mistakenly paid money into a closed British Gas account belonging to a tenant, she did not pass our security checks as she was not the account holder.
“We should have carried out more checks at the time to verify the payment. We have called her to apologise for the delays and the money is now back in her bank account.”