What to do when British Gas refuses to let me leave?

fantasyvn

I have been with another gas/electricity supplier as a prepayment meter customer.

Two days ago, thinking that British Gas might be cheaper, I called them. The salesman on the phone said they would send me an info pack.

Today, reading this pack, I realize that BG is much more expensive, so I called them to cancel. At first, a BG representative told me that it was fine.

But later on in the day, another one called back, saying that as I told them to "go ahead" the other day, so now I would have to stay with them for at least 28 days.

Have you been in this situation before? How I can leave British Gas?

Thank you.

violetta

I thought there was a 12 day cooling off period during which you could cancel the switch before they go ahead and initiate the transfer.

If this is correct (maybe others would be able to confirm or refute this?) then I would contact British Gas again and insist on this. Maybe contact your current suppliers as well, who will help you as they will wish to retain your custom?

Bark01

I think the cooling off period is only if they contact you and not vice versa.

Vestra

There will be a cooling off period not sure what it is bor british gas but might only be 7 days, if you do not cancel during this time and have agreed to the transfer they will transfer the supply which will take another 21 days, after this you can switch back if you want.

fantasyvn

I deeply appreciate your advice here, and have follow the process that some of you suggested.

I called British Gas's complaint department, but after a long conversation, they insisted that as I agreed with the contract, I could not leave them for at leats 28 days.

I tried to explain that in some ways or another, their customer service representative misled us by not explaining what "fast-track" meant. To recap, that representative asked us if we would like to speed up the process (fast-track). We just thought it meant we would receive the info pack more quickly. But in reality, it meant we "jumped the queue" and agree the contract with British Gas. Apparently, by doing that, we also lost the right of having the 7-day cooling off period.

The complaint department ignored my point that we were misled by their staff on the phone. They said it didn't change the fact that the contract was agreed.

Now they said in the next 10 days, another of their complaint staff would contact me to try to resolve. Only after that can we contact the Ombudsman.

What should I do?

violetta

fantasyvn wrote: »

What should I do?

I would see if you can enlist the help of your current supplier (who will wish to help you, to retain your custom, hopefully) and see if you can invoke an 'erroneous transfer' complaint.

fantasyvn

Thank you. I've just contacte my current supplier, who told me that even if I was "fast-tracked", I still retain the legal right of having the 7-day cooling off period . They said they would contact British Gas.

Vestra

violetta wrote: »

I would see if you can enlist the help of your current supplier (who will wish to help you, to retain your custom, hopefully) and see if you can invoke an 'erroneous transfer' complaint.

The only thing the current supplier will do is apply for an et (erroneous transfer) but there is not much point as british gas will reject the request due to their being a valid contract.

DVardysShadow

Vestra wrote: »

The only thing the current supplier will do is apply for an et (erroneous transfer) but there is not much point as british gas will reject the request due to their being a valid contract.

But there is no valid contract. BG were dishonest with the use of the term 'fast-tracked', because quite reasonably it meant something different to the OP from immediate acceptance of contract which is what BG meant. This is a 'frustrated contract' - and BG deserve a thorough kicking for a deceitful use of language.

Vestra

DVardysShadow wrote: »

But there is no valid contract. BG were dishonest with the use of the term 'fast-tracked', because quite reasonably it meant something different to the OP from immediate acceptance of contract which is what BG meant. This is a 'frustrated contract' - and BG deserve a thorough kicking for a deceitful use of language.

If the customer misunderstood the contract (by miselling or otherwise) then the customer will need to go through British Gas's complaint procedure, but another supplier will not be able to dispute this on their behalf.

honest123

sorry to say but i done this a few weeks ago with british gas and i have defo saved myself a few quid! also it is stated in the script they read you at the time that you ARE BOUND for 28days! sorry but am afraid you may be stuck for nowx