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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:32 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    British Gas Reviews: Give your feedback
    • #1
    • 28th Jan 13, 4:32 PM
    British Gas Reviews: Give your feedback 28th Jan 13 at 4:32 PM
    This is a feedback thread on energy supplier

    British Gas


    Please share your experience with other MoneySavers. Click reply to take part
    • Did you switch go smoothly?
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you haven’t already, join the forum to reply.
    Last edited by MSE Andrea; 07-09-2017 at 4:58 PM.
Page 17
    • FactualGnome
    • By FactualGnome 19th May 17, 10:40 AM
    • 24 Posts
    • 10 Thanks
    FactualGnome
    British Gas BLAME the Customer...
    I finally received a response from British Gas.
    No matter what happens - if a company can reassure you, compensate you and generally appear sympathetic - all can be forgiven. Trust is rebuilt in that company and you can actually go onto recommend them if you receive good customer service...

    But what British Gas have done is insult me!
    Following their failures over 5 MONTHS - their explanation was I quote: "These things unfortunately happen. This is a shortfall in service"

    I went on to read however: "as such compensation shall be awarded" So I thought ok...until they state: "
    We do not offer compensation for distress and inconvenience caused"?!

    The 'Goodwill' gesture British Gas has equated 5 MONTHS of failings and delays to is - £40(?)

    The customer service advisor then went on to BLAME me - for not 'guessing' my bill and putting money aside for the future!
    And actually stating that as we had a newborn baby this had obviously caused our Electricity bill to therefore DOUBLE.

    Because I wasnt happy with these accusations, British Gas have now taken the Goodwill gesture back.

    Its the worst customer service ive ever experienced. I am absolutely gutted to have ever had anything to do with British Gas.
    • Cardew
    • By Cardew 19th May 17, 11:07 AM
    • 27,030 Posts
    • 13,153 Thanks
    Cardew


    The customer service advisor then went on to BLAME me - for not 'guessing' my bill and putting money aside for the future!
    Originally posted by FactualGnome
    Whilst your frustration with BG is understandable, you stated in your earlier post that you 'often switch supplier to save money'; so being a frequent switcher you presumably were aware of the prices on this tariff and can read a meter.

    So is it not reasonable that you should have made a guesstimate of how much you owed and put it aside?
    • FOREVER21
    • By FOREVER21 19th May 17, 11:13 PM
    • 1,697 Posts
    • 1,005 Thanks
    FOREVER21
    Been with them for quite a while and fortunately no complaints.

    Also their latest freeby a selection of chocolates has gone down a treat with our kids.
    • Anonymously
    • By Anonymously 1st Jun 17, 11:37 AM
    • 9 Posts
    • 2 Thanks
    Anonymously
    Switched to them with MSE energy club deal and had a bad time as I reported.

    Just got an email saying that from July 1 they are taking away one of the sweeteners that was mentioned in the switch ie that of Nectar Points. So seems to me they have changed the contract halfway through.
    • thegoodfight
    • By thegoodfight 6th Jun 17, 2:17 PM
    • 3 Posts
    • 0 Thanks
    thegoodfight
    Hey all.
    Sorry, I've not been around here in a very long time, but I know everyone is incredibly helpful & AWESOME.

    I'll keep this very brief.

    My housemates recently moved out after 2 years to save for a new home. We'd lived elsewhere for a year prior to that too.

    Despite having given relatively regular readings for gas/elec to folk who came to the house (I personally let them in at least 3 times & my housemate phoned in readings) we were told in Sep/Oct '16 that we were in debt despite monthly direct debit payments. Fair enough.

    My housemate told us all & together with the BG representative (hours on the phone), she arranged higher payments for a few months (Oct-Feb) to zero the account. Which we did.

    She phoned up to get confirmation that the account debit had been cleared which she got & we arranged slightly higher monthly payments. All fine.

    My mates were moving out in May, so there was a final metre reading to make sure everything was fair.

    The BG rep now said that there was a new debt of £250 (in the couple of months since we were told it was clear & we were paying more so no debt would happen again), which my housemate absolutely contested.

    We closed the account as we were obviously disputing this farce, and wanted it looking into.

    I got a shout form my housemate this morning saying that BG were now demanding £308 immediately or they would be sending our details to a credit agency.

    For the record, we weren't heavy users. I don't have the figures with me (I need my hm to send the paperwork back), so we were paying a normal amount monthly.

    Oh! another thing BG did is send letters saying that they have set up new accounts under the landlords name, despite no one asking/okaying that, and of course we've already gone to a new supplier.

    Any, and all help is welcome.
    Thank you all.
    • dlvemv
    • By dlvemv 12th Jun 17, 4:28 PM
    • 1 Posts
    • 0 Thanks
    dlvemv
    British Gas collective switch NOT smooth for us
    British Gas couldn’t get our meter readings right for weeks. We switched from Scottish Power, who gave them their closing readings. I immediately gave them our meter readings when they first emailed the request. Although my readings and Scottish Power's readings were the same, British Gas still got it wrong. I would submit readings on our online account and they would email me the next day asking for readings. <sigh>

    After countless calls and emails to customer service throughout October, I was assured they had the right readings in their system, but the first bill was incorrect. It took from 12 October until 27 January to get them to sort out the problems.

    We were with Scottish Power for 15 years before trying this collective switch. Every year we would negotiate a new SP tariff -- always competitive. The same as one with British Gas, but without the £30 cashback. Their customer service is impeccable and they never made a mistake. I will go back to them next year. I wish MSE could team up with Scottish Power for a collective switch!!

    NOW British Gas raised our tariff, even though we are going into the summer months and obviously will be in credit. I am not confident about their systems or their staff's competence.

    Does anyone know if there is a way to update my Cheap Energy Club online account dashboard to show what they are actually charging me? They have raised my monthly direct debit by £15! I know they will owe me ££ throughout the summer and at the end of the contract, but their website does not allow me to adjust my direct debit.
    Last edited by dlvemv; 12-06-2017 at 4:30 PM. Reason: typo in title
    • FactualGnome
    • By FactualGnome 19th Jun 17, 1:49 PM
    • 24 Posts
    • 10 Thanks
    FactualGnome
    Update - The ombudsman agreed with my complaint, that British Gas had made repeated service errors (that I was not to blame!) and through this British Gas had to increase the financial award credited to our account.
    • mersey901
    • By mersey901 19th Jul 17, 7:12 PM
    • 2 Posts
    • 0 Thanks
    mersey901
    Used to have BG, then switched to E.On, and than last year I switched back to BG. All the time getting cheaper rates (thanks Energy Saving Club).

    On fixed tariff until Oct 2017 and been paying £55.50 per month.
    Currently in credit.
    Now just been told that they have recalculation and will refund the credit and then start charging me £70 per month. How crazy is that?

    I think they are assuming that in October I will just revert to std tariff and so next years costs will be much higher. A very stupid assumption. I would hassle them about this but it's not worth it. I'll just switch in Oct and get the overcharge back. But to me this seems a crazy way to proceed.

    Has this happened to anyone else?
    • barnaclebill
    • By barnaclebill 21st Jul 17, 10:07 PM
    • 242 Posts
    • 127 Thanks
    barnaclebill
    Yes I am also with BG until Oct 17, sent my reading in and just got the result, I am £172 in credit and they are going to increase my payment to £178 a month from £152.
    In one section of the letter it states that the payment plan runs from Jan 17 to Jan 18 so I also think they are assuming that I will stay with them on the standard tariff after Oct 17. As I started the plan in Oct 16 it should run to Oct 17.
    I do use a lot of heating but up to Oct 17 I would expect warm weather well into Sept and even Oct should not be too bad.
    I will contact them and ask the payments to stay the same as I will leave in Oct.
    • Pete9501
    • By Pete9501 25th Jul 17, 9:31 AM
    • 419 Posts
    • 391 Thanks
    Pete9501
    Switched the BG as part of the MSE switch thingy last Autumn. Previously were with Eon who refused to allow us an existing customer to have the same great new deal as a new customer, hence they were fired.

    No problems with BG to date and prices are very competitive.

    Pete
    • BagginsatSea
    • By BagginsatSea 18th Aug 17, 7:34 PM
    • 1 Posts
    • 0 Thanks
    BagginsatSea
    Devious,convoluted renewal invitation
    Just had an email from BG inviting renewal after MSE October 2017 Fix.

    They clearly state current costs and Standard Tariff Cost in full pounds and pence and then give two figures of Direct Debit savings over Standard Tariff (That naturally I would not even contemplate using!) that I will get if I take their recommended tariff.

    I can fathom NO good reason for this other than to deceive customers. Why can't the actual figures for the replacement tariff cost be in the same format ie. Either cost above current or below Standard tariff?

    I am excellent a Math but I had to take to pencil & paper.

    Deplorable tactics.
    • Hengus
    • By Hengus 18th Aug 17, 7:46 PM
    • 4,555 Posts
    • 2,721 Thanks
    Hengus
    Just had an email from BG inviting renewal after MSE October 2017 Fix.

    They clearly state current costs and Standard Tariff Cost in full pounds and pence and then give two figures of Direct Debit savings over Standard Tariff (That naturally I would not even contemplate using!) that I will get if I take their recommended tariff.

    I can fathom NO good reason for this other than to deceive customers. Why can't the actual figures for the replacement tariff cost be in the same format ie. Either cost above current or below Standard tariff?

    I am excellent a Math but I had to take to pencil & paper.

    Deplorable tactics.
    Originally posted by BagginsatSea
    Hi - welcome to the forum. Direct your ire at Ofgem, not the supplier. It is a condition of their Licence that costs and savings are calculated in this way. Ofgem uses a 12 month forward cost projection. As suppliers are not allowed to roll you over into another fixed term tariff, the default assumption is that you will move to the standard variable tariff at the end of your contract. It follows that this can result in a ‘perceived’ saving when you transfer to another fixed tariff that actually costs you more.

    https://assets.publishing.service.gov.uk/media/54da24ebed915d514400000b/The_Energy_Shop_Submission.pdf
    Last edited by Hengus; 18-08-2017 at 7:49 PM.
    • Gemius
    • By Gemius 10th Oct 17, 11:42 AM
    • 31 Posts
    • 4 Thanks
    Gemius
    British Gas final bill
    I switched to British Gas 12 months ago via the MSE Cheap Energy system. I've recently switched again and have received a large final bill from BG which amounts to over fifteen times my monthly payments.
    Was I conned into switching to them with a low monthly payment?

    I keep a record of my energy usage with a reading every month, and have done for years, and my consumption has not risen.
    • footyguy
    • By footyguy 10th Oct 17, 12:03 PM
    • 3,825 Posts
    • 1,521 Thanks
    footyguy
    I switched to British Gas 12 months ago via the MSE Cheap Energy system. I've recently switched again and have received a large final bill from BG which amounts to over fifteen times my monthly payments.
    Was I conned into switching to them with a low monthly payment?

    I keep a record of my energy usage with a reading every month, and have done for years, and my consumption has not risen.
    Originally posted by Gemius



    Do you agree with the final bill?
    Was the anticipated annual consumption figure you used with MSE last year accurate?
    What was the annual cost of the energy according to MSE last year? Were you paying 1/12th of that cost per month?
    Did you supply BG with those readinmgs you took monthly?
    Did BG produce you any statements based on the readings you provided? Was there a resultant balance shown as owing by you at any time before the final bill?
    Why are you taking and recording meter readings every moneth if you are not also checking the cost of that consumption?

    Sorry for so many questions, but I am struggling to understand how you got in this position.
    Last edited by footyguy; 10-10-2017 at 12:05 PM.
    • caveat_emptor
    • By caveat_emptor 10th Oct 17, 6:59 PM
    • 670 Posts
    • 178 Thanks
    caveat_emptor
    I switched to British Gas 12 months ago via the MSE Cheap Energy system. I've recently switched again and have received a large final bill from BG which amounts to over fifteen times my monthly payments.
    Was I conned into switching to them with a low monthly payment?

    I keep a record of my energy usage with a reading every month, and have done for years, and my consumption has not risen.
    Originally posted by Gemius
    I am surprised that BG allowed you to get into debit. As soon as i got a few quid in debit they upped my DD straight away.
    The MSE collective was good but now BG is so expensive (another £400/year for me ). Who uses BG and why?
    Named after my cat, picture coming shortly
    • Pedro1877
    • By Pedro1877 10th Oct 17, 8:41 PM
    • 27 Posts
    • 11 Thanks
    Pedro1877
    I was with BG for dual fuel for the past two CEC collective switches and have had absolutely no problems. They fitted a new smart meter after the last switch to the CEC Oct 2017 collective fix. I loved having the remote meter readings and all the info. I also loved the website and app. Three times they tried to increase or lower my DD but desisted after a phone call when I told them that their algorythm did not know when I switched off the gas and switched on again - no argument, so I have had the same monthly DD of £61 for the whole period and ended up with a small credit as I had calculated and informed them. I switched on Sept 19th and smart meter now "dumb" - no way they can leave it switched on according to their CS guys on Twitter and in call centre. Awaiting final bill "up to 8 weeks" depending on when they receive readings off new supplier but usually shorter time. Told that all online account info will be readable again for 6 months as soon as final bill is issued. I would not have switched if their price was reasonable. Told them that and tried to negotiate but drew a blank! I am now paying £63pm with npower fixed until 2018 and got £52.50 cashback off TCB which almost brought the annual price to my BG annual fee. I have been with them before with no problems and switched for usual price reasons. Switch went faultlessly. Only problems I have ever had was with Scottish Power a few years ago when their CS dropped off a cliff after being brilliant. Had 12 months fighting them, Ombudsman was great and I had free gas for 13 months plus max payout for distress caused!

    Be savvy folks! Listen to Hengus!
    Last edited by Pedro1877; 10-10-2017 at 8:44 PM.
    • Gemius
    • By Gemius 12th Oct 17, 5:22 PM
    • 31 Posts
    • 4 Thanks
    Gemius
    Thanks for your comments. I am trying to check the amount from my statements and in the end I either owe it or I don't. Life's too short to spend too much time pouring over bills and if I'd realised I wasn't paying enough I would no doubt have kept my mouth shut.
    I do think it's a very poor system when you look at all the angst it piles on it's customers.
    • Tegga
    • By Tegga 19th Oct 17, 2:45 PM
    • 1 Posts
    • 0 Thanks
    Tegga
    British Gas Switch via MSE energy club
    I have used the energy club for a good while now and the time had come to switch from British Gas to Ovo, all seemed well but then I got the final bill.
    The problem arose by the fact British gas had 'part' fitted smart meters to my property but they didn't finish the job and i had refused to provide them with meter readings since Dec 16 the date they fitted the 'smart' meters. This left quite a few estimates by them of my usage but I didn't think it was going to bite me in the bum quite so hard as it did.
    I switched to Ovo and provided them with my gas & electrical meter readings for the new supplier, i figured this would let BG know what the 'actual' readings were and they would send me the final bill.
    I got my final bill for the gas which was £527 for 146 days use! Clearly wrong but what was confusing was the fact they had the old imperial meter reading despite me giving Ovo the metric digital readout.
    I complained to BG and they said they could do nothing, i said the problem was there's due to not fitting the smart meters correctly and ignoring my final reading. Upon further investigation and conversation with Ovo they said they did receive the correct reading from me (wasn't sure if i had done a typo online) but this was rejected by the third party validators!!? Here is where i got really confused.... I had told them the meter reading but they ignore this and go by some random estimate by BG leaving me massively out of pocket and having to settle up with BG.
    My main question was, has anyone else had this very strange occurrence? Who are these validators and why would they refute my meter reading and with some estimate that has no foundation.
    Ovo said i needed to provide a reading today and then in two weeks provide another and they will calculate the difference and work out what the usage is... I argued why should i have to do this? I have a digital meter that was installed on 13/12/16 in that time to 3/10/17 it says 1134m3 gas has been used, this is accurate and what i should be working to, not some future calculation.
    BG said it will take 5 days to put the dispute in and potentially reply, funnily enough that is when my DD bill is due to be taken... i said i will cancel the DD, they say this is not recommended and will complicate matters further...? Should i cancel the DD?
    • Atlanticboy
    • By Atlanticboy 23rd Oct 17, 12:04 PM
    • 3 Posts
    • 0 Thanks
    Atlanticboy
    Been with BG for a year with no problems (through MSE). The only observations I can give is that their online account and billing information could be more user friendly and when I had virtually completed the leaving process from BG they called me with a better quote which I thought was a bit late in the day.
    • jelliot
    • By jelliot 23rd Oct 17, 12:31 PM
    • 26 Posts
    • 2 Thanks
    jelliot
    My switch from British Gas to Bulb went smoothly, the switch date was 5th October and I got a final bill and my credit refunded within 2 weeks.

    The IHD of my smart meters no longer displays any readings but hopefully Bulb will swap my BG smart meter to a Bulb smart meter.
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