British Gas Collective Fix Oct 2017.. problems

unhappychappy16 · 12 October 2016 at 1:46AM

I signed upto Collective Fix Oct 2017 i got one e-mail saying that another 2 e-mails would follow telling me what to do next and when my expect supply date would be.

Ive had nothing from british gas, i logged into my account to check it and it said " waiting for meter readings "
With no e-mails asking me for them ................... which they said they would send along with also useful info.

Ok i gave them my readings and they said there is nothing more i need to do now and my supply date would be 10/10/16

I logged in on the 10/10/16 to see only my gas has switched over ??????????

I contact british gas who then reply with an e-mail saying we need your readings????

I reply back to say i gave you them and you sent me confirmation e-mail.

Then i log into my account again today to find my eletricity still has not moved over, then i find an e-mail from british gas saying in uppercase text " WE NEED YOUR METER READINGS BEFORE THE 15/10/16 OTHERWISE WE HAVE TO ESTIMATE YOUR BILL "

How stupid are they ??? So i login to my account to add the leccy readings and each time i click on " electricity meter reading submit " it automatically changed to gas reading.
So im unable to add the readings................

Im begining to think that switching to british gas was the biggest mistake ive ever done, i might aswell just bang my head against a brick wall. :money: :mad:

Ive sent them a complaint but i have to wait 5 days for an e-mail back......... but going buy the way they didnt send me any e-mails about my account setup... then i dont know if ill hear from them.

deanos · 12 October 2016 at 7:28AM

just checked and i have no electric showing, it did show a couple of weeks ago

unhappychappy16 · 12 October 2016 at 10:14AM

Ive just spoken to british gas who tell me both my supplies are with them, but when i log into my old supplier it shows my eletricity is still with them. It clearly shows the gas has moved over but not the ectricity.
I gave british gas my readings again so they are to date, i asked when my online account would show up correctly and they said we dont know theres been problems for many customers for weeks now, so i asked who can i speak too in order to get this fixed, im told ooh ok .... i can transfer u too the website team .......... ive been on hold 35 mins ........... so martin lewis you recomended them and you also said they have a dedicated support team

Now what is your reply to this ???

littlemissbossy · 12 October 2016 at 10:17AM

unhappychappy16 wrote: »

I signed upto Collective Fix Oct 2017 i got one e-mail saying that another 2 e-mails would follow telling me what to do next and when my expect supply date would be.

Ive had nothing from british gas, i logged into my account to check it and it said " waiting for meter readings "
With no e-mails asking me for them ................... which they said they would send along with also useful info.

Ok i gave them my readings and they said there is nothing more i need to do now and my supply date would be 10/10/16

I logged in on the 10/10/16 to see only my gas has switched over ??????????

I contact british gas who then reply with an e-mail saying we need your readings????

I reply back to say i gave you them and you sent me confirmation e-mail.

Then i log into my account again today to find my eletricity still has not moved over, then i find an e-mail from british gas saying in uppercase text " WE NEED YOUR METER READINGS BEFORE THE 15/10/16 OTHERWISE WE HAVE TO ESTIMATE YOUR BILL "

How stupid are they ??? So i login to my account to add the leccy readings and each time i click on " electricity meter reading submit " it automatically changed to gas reading.
So im unable to add the readings................

Im begining to think that switching to british gas was the biggest mistake ive ever done, i might aswell just bang my head against a brick wall. :money: :mad:

Ive sent them a complaint but i have to wait 5 days for an e-mail back......... but going buy the way they didnt send me any e-mails about my account setup... then i dont know if ill hear from them.

There is a dedicated collective switch phone number if that helps: 0800 975 9712

unhappychappy16 · 12 October 2016 at 10:25AM

I tried that last night and i got cut off, while just on the phone to british gas i could also clearly hear other advisors talking to other customers and clearly could here details.
Also while on the phone it was very crackly and hard to hear the lady speaking to me.........
Im told by the lady over the phone that she cant discuss anything more about my account as i have now raised a complaint.
How is this helping ?????????????
Why is it so difficuilt to get answers ?????

Solent_Ribman · 12 October 2016 at 4:17PM

I too signed up to Collective fix Oct 2017. I was already a customer of British Gas, so they have all my details and usage.
On the website where I completed my application, it said my monthly payments would be £42.92 for electricity and £48.07 for gas. When I received the paperwork it says my monthly payments will be £86.81 and £109.44 respectively.
Just separating the gas for the moment, they have estimated my annual usage at more than twice my last years usage. I called BG this morning - spoke to a call centre in South Africa. Although the lady was helpful, it was clear she had no clue of how they calculate the numbers. She offered to put me through to someone, but lines were engaged. I asked for a call back and she took my number. So far nothing. I'm concerned the 14 day cool off period will soon expire [can't remember if it's the day I registered or the day they send the official acknowledgement].
I have been caught before with BG and their DD system and swore I'd never use it again, but the Money Supermarket scheme seemed so good and I thought I could trust Money Supermarket.
Anyone else had similar problems or know a solution. Is there a UK located number to call?

Crinkmeister · 12 October 2016 at 8:09PM

British Gas are making a pigs @R$£ out of my transfer as well. I have had three start dates so far - two have been and gone. I have input my electric meter reading twice and my gas meter once. Nothing showing on either account. Not looking good.

Former_MSE_Laura_B · 13 October 2016 at 9:46AM

Hi all,

If you're having any problems with your switch at all, you might want to give the specialist collective team at British Gas a call on 0800 975 9712. This is a dedicated team which has been specifically trained to handle queries relating to the collective tariff and has additional access compared to the normal customer service teams.

If you'd prefer to email British Gas, then you can do so on their special collective email address on msecollectiveswitch@contactus.britishgas.co.uk

Thanks,
MSE Laura

British_Gas_Rep_Matt · 13 October 2016 at 10:28AM

Crinkmeister wrote: »

British Gas are making a pigs @R$£ out of my transfer as well. I have had three start dates so far - two have been and gone. I have input my electric meter reading twice and my gas meter once. Nothing showing on either account. Not looking good.

Hi Crinkmeister, that's certainly doesn't sound like a great start.
However I'm sure we've got your readings it’s just that you can't view them until the account is fully set up & you'll still see a link to submit readings until that time.
In the meantime, if you'd like to pop me a copy of the emails you've received with the different start dates and I'll look into what's caused this. Just email your details to me at talktous@britishgas.co.uk & include your MSE username & MSE Forums in the subject heading. Cheers, Matt

British_Gas_Rep_Matt · 13 October 2016 at 10:39AM

Solent_Ribman wrote: »

I too signed up to Collective fix Oct 2017. I was already a customer of British Gas, so they have all my details and usage.
On the website where I completed my application, it said my monthly payments would be £42.92 for electricity and £48.07 for gas. When I received the paperwork it says my monthly payments will be £86.81 and £109.44 respectively.
Just separating the gas for the moment, they have estimated my annual usage at more than twice my last years usage. I called BG this morning - spoke to a call centre in South Africa. Although the lady was helpful, it was clear she had no clue of how they calculate the numbers. She offered to put me through to someone, but lines were engaged. I asked for a call back and she took my number. So far nothing. I'm concerned the 14 day cool off period will soon expire [can't remember if it's the day I registered or the day they send the official acknowledgement].
I have been caught before with BG and their DD system and swore I'd never use it again, but the Money Supermarket scheme seemed so good and I thought I could trust Money Supermarket.
Anyone else had similar problems or know a solution. Is there a UK located number to call?

Hi Solent Ribman, your application is completed with MSE and the original quote would be based on the usage you entered. When we receive the application any review of your payments would include your account balance as well as your predicted usage in the coming year. If there’s been a mistake with the review it should’ve been easy to sort out & I’m really sorry you weren’t able to get an answer. If you’d please call our Collective Tariff Team on 0800 975 9712 and we’ll make sure your payments are correct. Cheers, Matt

British_Gas_Rep_Matt · 13 October 2016 at 10:46AM

unhappychappy16 wrote: »

I tried that last night and i got cut off, while just on the phone to british gas i could also clearly hear other advisors talking to other customers and clearly could here details.
Also while on the phone it was very crackly and hard to hear the lady speaking to me.........
Im told by the lady over the phone that she cant discuss anything more about my account as i have now raised a complaint.
How is this helping ?????????????
Why is it so difficuilt to get answers ?????

Hi unhappychappy, we take complaints very seriously and it sounds like your complaint has escalated above a level this particular advisor can deal with. They'll contact your case handler to ask them to get in touch with you and chat about your concerns.
In the meantime I can check how your account currently stands, please just email your details to talktous@britishgas.co.uk, including your MSE username & Forum in the subject heading. Cheers, Matt

British Gas Collective Fix Oct 2017.. problems

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