BG telling lies, please help.

MJLtwinkle

I had an outstanding debt on my ppm which was paid in full last saturday 14/11. I was told that it would take between 3-5 topups for it to register on meter that debt was clear. The thing is they are still taking 70% for debt & which we no longer owe. We have topped up 8 times at same shop as requested by them & still not been credited the overpayment back. After speaking to 6 different people over the week i eventualy was put through to the Head of Department (my !!!!:rolleyes:) he told me that the message had been sent to the machine in the shop but was in a queue. I went to the shop for another top up & spoke to shop manager about my problem. He said there is no such thing & have been told a pack of lies:eek: with that he phoned B/gas & asked why they are blaming the shop for their !!!! up. Gas of coarse denied even saying it. Basically they now say i have to wait another 48hours. My partener is on high rate disabilities which is awarded for life & i get carers allowence so keeping her warm is very important (back, spinal & hip problems) I had to give work up to look after her so we are on social & cannot afford any more money for gas, £35 we have paid this week & got £6.50 gas. Does anybody have any advise for us please. Thanks in advance.

kippen_noedel

I hope you took the persons details, their name and ID number, if you don't have it, they can still trace the call by giving them the date of your call and your account number. I'd lodge a formal complaint immediately.

BG are not the cheapest for PAYG gas so I hope you have applied for their Essentials tariff.

If not either apply for it or look at Ebico, they are often cheapest for PAYG gas but check out one of the comparison sites.

Premier_2

MJLtwinkle wrote: »

.. Does anybody have any advise for us please. Thanks in advance.

Yes, 2 things.

1. Shopkeepers are specialists about shopkeeping, not about utility services.

2. If you have a complaint regarding BG, why not follow the BG complaint procedure?
http://www.britishgas.co.uk/complaint
Best to avoid using provocative language such as accusing them of telling lies just because something hasn't happened the way it should.
Oh and keep to the point of the complaint. BG will not be interested in your partner's medical history or your various forms of income, taxpayer funded or not.

Joyful

Many paypoints if not all can only have 200 messages waiting at any time. This is one of the reasons you are told to top up a few times. I have often called to check with the companies that send the messages and they confirm this. Sometimes it ends up you need to start all over again at another shop.:rolleyes:

littletommytucker

can only have 200 messages waiting at any time. This is one of the reasons you are told to top up a few times.

This is true. BG do send a message to the paypoint that you normally top up, but the paypoint systems arent the most reliable in the world as they can only hold a limited amount of messages, so Brit Gas aren't really making things up.

MJLtwinkle

BG promised us it would be there between 3-5 day maximum, it is 7 days now & 9 topups. As for being disabled it does make a hugh difference & one worth mentioning.

MJLtwinkle

Premier wrote: »

Yes, 2 things.

1. Shopkeepers are specialists about shopkeeping, not about utility services.

2. If you have a complaint regarding BG, why not follow the BG complaint procedure?

Best to avoid using provocative language such as accusing them of telling lies. BG will not be interested in your partner's medical history or your various forms of income, taxpayer funded or not.

Not telling the truth is telling lies, Medical history is important & ive worked consistently for 25 years only having to give up to look after partner. (paid my dues thanks) asked for advice, do not imply im a scrounger!

fishingcinema

have pm'ed you
premier bg complaint policy is not worth the paper its printed on they let me down resulting in a £600 debt as they kept giving me dates to fit a pre pay meter then not turning up everytime i phoned them they appoligised and set a new date then did not turn up again

then said i could not have a pre pay meter untill i had paid my debt of arround £200 i asked if they could send me a card to pay it and still fit a pre pay meter i was told yes sent a card and a new date for a meter

they never showed when i phoned back i was told i would not have been told the above but i had names dates and times

i reported them to energywatch

in the end i gave up applied to there trust fund had my debt paid and as soon as i did went over to southern electric and had my prepayment meter fitted within 2 weeks

medical history dose come into play as southern electric offer a scheme to help people like the op where they get a reduced energy tarrif

Fire_Fox

MJLtwinkle wrote: »

Not telling the truth is telling lies, Medical history is important & ive worked consistently for 25 years only having to give up to look after partner. (paid my dues thanks) asked for advice, do not imply im a scrounger!

Not telling the truth is NOT the same as telling lies, I am sure you have stated something in good faith and later turned out to be mistaken. :rolleyes: Premier didn't imply any such thing, he/ she is quite correct to state that your disability or low income is irrelevant and will distract from to your complaint to BG.

Joyful

What does screen 27 say?

Have you had a new card sent recently as I had a customer yesterday that was not picking up the message as it was waiting on the old card picking it up.

Of course it is not good whether you are able or disabled but BG cannot do anything about the outlets although I would certainly be suggesting to try a different shop. Of course then you may have to top up again 3 times.

You must have had a very large debit balance if it was taking £28.50 per week for gas ( mind you it cannot be set in 50p)

Premier_2

fishingcinema wrote: »

...premier bg complaint policy is not worth the paper its printed on ...

i reported them to energywatch ...

Did you mean the energy ombudsman? If so that is part of the complaints process (should it need to go that far)

The Ombudsman is an independent body, established to provide a free of charge service to impartially resolve customer complaints in cases where the customer and supplier cannot agree on final resolution. Their final decision is binding on the Energy Supplier, and not you as the customer.