Energy helpline doesn't work

Tommaso46

Following the advice given here I contacted Energy helpline and went through the whole process of signing up with a new supplier.

Absolutely nothing happened so I ended up contacting the supplier myself.

My conclusion: Energy Helpline is useless.

Plushchris

Did you phone them to find out what happened?

energyhelpline_company_representative

Hi Tommaso46

First of all my apologies for the delay in replying to your post, we are very sorry to hear that you were not satisfied with our service and we would like to look into what happened here, if you PM me your details (switch ref. number or name and postcode) I will look into what happened for you.

Regards

Energyhelpline customer services

oldandhappy

Tommaso46 wrote: »

Following the advice given here I contacted Energy helpline and went through the whole process of signing up with a new supplier.

Absolutely nothing happened so I ended up contacting the supplier myself.

My conclusion: Energy Helpline is useless.

It is 'possible' you had a lucky escape depending on the quote of course because I have an ongoing problem having used this web site and BG came well ahead so I proceeded to go with them,but by phoning BG to check the rates they turned out to be slightly dearer than my present supplier SP, not saving 300 to 400 pounds like the quote implied. It has been a real mess since because although I told BG I would not be excepting there offer of changing to them for our Gas and Electric at this time SP managed to let BG do just that...and BG also took over £100 of my money out my bank without our permission. How bad is that.Energyhelpline obviously are not to blame for all this but there quote was so far from correct for us and that is there fault because I gave them our true yearly consumption not monthly payments. Dianne

energyhelpline_company_representative

Hi Dianne

Sorry to hear you had problems with your switch, did the unit rates you were given by BG not match the unit rates you were quoted at time of switching by us?

Occasionally there can be problems in the switching process that lead to you not being put onto the rates quoted, without knowing a little more about the situation I would be unable to help.

Also, it could be that if you compared the BG unit rates to that of your current supplier without taking discounts into account they may well be slightly dearer meaning the discounts would have been where you made the savings.

If you would like to discuss the matter in a little more depth so that we can look into what happened for you please contact our customer service department on 0800 6343868 who will be happy to help.

In regards to the OP, please also call the above number as I'm afraid PMs are disabled for official company reps (apologies, I was not aware of this in my earlier post)

Regards

Energyhelpline Customer Services

oldandhappy

When I spoke with BG for a check on the quotes received from energyhelpline they quoted me the best deals available I was told. There was going to be no saving for me to change. I even checked with SP by email to make sure there was no fees to pay them if I changed suppliers as my current fixed rate is until Feb 2011. SP confirmed that no fees were payable by us.The rest of the story is basically SP let my account change over to BG by error and allowing BG to take money out of our Bank account actually setting up a DD without our knowledge back on 20th October. I only found out by our bank account on line last week:eek:. Dianne

oldandhappy

:mad:British Gas complaints dept just phoned me half and hour ago...what an awlful awlful experience and do not understand agressiveness on this scale.
Her opening conversation was I am phoning about your complaint...and I did butt in straight away I must say... ''Complaint I said'' BG took money out(over £100) of my bank account as a DD without my consent and so it went on with her talking over me blaming energyhelpline.com and then me talking over her...it did make me feel really horrid and I now have a headache. I tried to end the call but I ended up saying I am an OP and really not use to this kind of talk you are making my heart fluttery and I wish to put the phone down and request somebody should only phone back if they know what they are talking about. I do not know where they took my bank details from ....certainly was not ME.Dianne

energyhelpline_company_representative

Hi Dianne

I hope you understand I cannot comment on what was said by the BG complaints department and getting into an argument over who's fault it was is not of any benefit to you. I would like to encourage you to call us to help us get to the bottom of this matter and see if there is anything we can do to prevent anything like this from happening again.

Complaints like this are always a concern and in order to look into what happened we would need to talk to you, if you would like us to look into this for you please call our customer service number and one of the CS team would be happy to help.

Regards

Energyhelpline customer services.

deondublin

energyhelpline person - how do i get you to stop phoning my mother in law - she aint interested