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Thanks to lou26, themas and factor 30 for your help and advice - sorry I am so late in replying - I've been away for a few days - much needed break! Update is that I've still not had a reply (or even an acknowledgement) to my letter to BG last week - shows how much they know about procedures! As you say, I'll definitely contact Energywatch, then Energy Supply Ombudsman if no satisfaction this next week. Glad I'm not the only person this has happened to - there again, no-one should have to put up with threats and bully tactics from British G** or any other company, especially when you've never signed up with them in the first place! How many customers are paying for other people's gas usage etc? The mind boggles. Thanks to everyone for their advice.