deethebee wrote:So I paid the final gas bill by A4V last week and was expecting a reply along the lines of, "We don't accept this as a form of payment..." with my promissory note enclosed. However, the reply I received today is a standard complaint response letter. Somehow they've turned my payment into a complaint, but I am unsure if I just ignore them or write back and what am I supposed to say to that? I don't see how they can even deal with a "complaint" where I've not given them anything to investigate or what exactly it is I've brought to their attention...
Thank you for your letter of 21 March 2012. I'm sorry that we're not meeting your expectations at the moment and that you've had cause to complain. I would like to reassure you that we take all complaints very seriously and that yours is currently being investigated and will be dealt with as quickly as possible.
The details of your complaint have been allocated to a dedicated account manager. They will keep you fully informed of its progress, and will contact you directly within the next 7 days.
If you'd like to know more about our complaints handling procedure you can get a copy of our complaints leaflet by either going online at britishgas.co.uk/codesofpractice or by calling us on 01784 874994.
Please be assured that resolving your complaint is extremely important to us, so thank you for bringing this matter to our attention.
Customer Relations Manager
Managing Director's Office "
deethebee wrote:I have been checking out your thread
But I am confused because if they never clear your account and just keep adding the balances to the new bills then your bills will just get bigger and bigger and eventually they'll pass it on to debt collectors etc. So whilst they may be accepting the payment, they aren't applying it to your account and behaving like you're refusing to pay. I'm going to find that stressful on top of all the other companies I've got chasing me. Starting to cost a lot in postage too...I feel like we may as well just be refusing to pay because they treat us that way anyway. I suppose the only positive is that if they ever tried to take us to court we could say, "We told them to return the giro slip and prom note if they don't accept this payment and yet they did not, so this must mean they've accepted the payment."
I'm just confused as to what A4V actually does if they never allocate the payments to your account and keep chasing you.
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