British Gas has taken the unprecedented step of opening an emergency helpline to deal with complaints about direct debits following the adverse publicity over the excessive charges that have been made on customers’ accounts. British Gas, the largest energy company in the UK, has called in 300 staff to address problems with energy payments.

According to today’s paper, the Mail on Sunday has been contacted by 1,500 readers worried that they are being compelled to keep excessively large credit balances on their accounts because of the way the energy companies calculate direct debit charges.

Although British Gas, which has 16million customers, receives the largest number of complaints concerns have been raised about all of the other major UK suppliers including E.ON, Scottish & Southern, Scottish Power, nPower and EDF.

Managing director Phil Bentley disputed the estimates that the average customer has a credit balance of more than £100 and also pays hundreds of pounds in advance for gas, providing the industry with a cash balance which may be as much as £4billion. Mr Bentley maintains that British Gas customers go into winter with an average credit balance of £6.50.

Mr Bentley defended direct debits, arguing that most consumers like to spread their bills.

Mr Bentley said that he would welcome an Ofgem investigation, and argued that the meters of British Gas customers were read regularly so payments are closely related to actual usage.

Mr Bentley said that many customers who complained about direct debits simply did not understand the increase in underlying energy costs.

Mr Bentley explained: ‘If consumption goes up, then their bill price will rise, but the cost per therm should not exceed the agreed maximum.

Mr Bentley pledged that by the end of next year customers would automatically be sent a cheque if the surplus on their account topped £200.

Cases of refunds taking up to five months have been reported, but Mr Bentley said the that the aim was to transfer large surpluses within 28 days.

The emergency number for those trying to sort out direct debits is 0800 048 0101, and telephone lines are open from 10am to 8pm.

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