Q. MY dad passed away recently after a period of illness.
While dealing with his affairs I found a bill from British Gas.
It said that my parents’ direct debit had been increased to £500 a month.
Dad was seriously ill at the time the bill was sent, so neither of my parents realised what was going on.
As a result, British Gas now owes my parents almost £10,000.
It is a huge sum of money that my mum could really use.
I have been promised that this money would be paid on four separate occasions but have not yet received it.
I have called British Gas customer service several times but am not getting anywhere.
The account was in my dad’s name and his bank details were used to pay the bills.
We have tried to move it into my mum’s name and have asked for the money to be paid into her account.
I think this has caused some of the confusion.
I feel let down by British Gas – is there anything you can do?
Anita Street, via email.
A. I’m so sorry to hear about your dad passing.
Instead of grieving for him, you and your mum have been distracted by chasing this refund from British Gas.
The energy firm has an online form to help customers whose loved ones have died.
It should take five minutes to fill out, but instead you’ve spent hours on the phone to them.
British Gas told me that it made a mistake with one of your parents’ bills where the amount was overestimated.
They have called you to apologise and have refunded you £9,559.41.
It’s also added a £150 goodwill gesture on top and added £200 credit to your mum’s account.
A British Gas spokesperson said: “We’re sorry for any concern this has caused her and for not putting it right sooner.”
I really hope that you are able to put this behind you now.
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