Switching to British Gas Monthly

reddy246174

My partner and I moved into our council house in June. It has prepayment meters for gas and electricity with British Gas. As I signed up for the winter rebate with them it made sense to stay with them when I signed up for a monthly account. I did through quidco for £40 cashback (which has tracked) a month ago. I got the initial email with ref numbers but nothing since. I phoned up last week but the guy on phone said I risk it was being credit checked and if he tried again my credit file might be affected. I think they have to come change the meters but didn't expect it to take so long.

Anyone had experience with this kind of switch and have aby idea how long it might take.

Thank you for help ahead of time. ED

JonathanA

Not specifically on switching from prepayment to monthly payment, but..... we switched from npower to British Gas and for the gas it took them about 6 weeks before everything was sorted out and we had confirmation in writing. The electricity is a very long and complicated story which i won't bore you with, but they acknowledged they supplied us at the end of June (getting them to admit that was a major challenge). When in mid August I hadn't heard from them, I contacted them again to be told everything was in hand, but they were behind with paperwork and to bear with them. I've had two letters this week from them, one asking me to contact them with direct debit details and the other thanking me for contacting them with direct debit details.

So far, I haven't been filled with confidence - we'll see what the first bill brings, which reminds me, switched gas at end of April and still no bill.......

Hope you get it sorted out with them. Be patient a bit longer, keep a record of your conversations and who they were with, what was said etc just in case!

Good luck.

justtoclarify_2

I found that BG respond to e-mail via the house.co.uk website better than by phone when following up issues.

masonic

justtoclarify wrote:

I found that BG respond to e-mail via the house.co.uk website better than by phone when following up issues.

Funny, I've tried to contact them that way on several occasions, got a reference number and sat back and waited and waited... and eventually had to phone them after hearing absolutely nothing.

justtoclarify_2

I found that the telephone customer service defending incorrect billing. A complaint via e-mail via the house site resolved this and quite a few issues which were more than run of the mill problems.

However I do recall reminding them of their tardiness by e-mail, this seem to get it escalated. But what was usefully was that if I had e-mail them with the problem and then called they had the problem on record. Which at least cuts down the repetition.

When I used the house.co.uk website, I found complaining under the e-mail heading of "Billing" or "Complaint" got a quicker response. I think "Feedback" got a more generic response and took longer. I gave up with BG in the end so I don't have access to their website anymore and know its been updated since I used it.