british gas / scottish gas account problem

fergetz

hi wonder if anyone can give me advice to give to my father.

my father had a scottish gas electricty payment card

dated 2001. the problem started when he went to post office

in february 2011 he has been paying to this account religiously

once a week from 2001 it was a scottish gas electricity payment
card.the person in the post office said he would need a new payment card as the card was cracked.

i phoned up british gas as they had took over from scottish gas
to ask for a replacement card this is were the fun begins the person
asked me for my customer account i gave her the gas one as thats the only i had.

its turns out he asks me who who is my electrical supplier and he said are you still receiving electricty i said yes.

anyhow he asks for meter reading and i give him that and he says that they dont know who my electricty supplier is, i gave him my details and he said he would get back to me, he phoned later that day and that they will look into it this was february 2011.

i phoned back the following tuesday and spoke to another customer representive who took over the case meanwhile my father had found memorandums from 2008 that we were getting new electricity contract with scottish gas and we would be supplied sometime in september 2008, at the same time we had entered into a new gas
contract as well we received new gas payment card for this and after a few weeks after not receiving electricty payment card i phoned them in 2008 and the person from scottish gas i was talking to i told them that he had been using a payment card for his electricty would it be ok still to use that they said yes and too be honest did not bother about it until feb 2011,

anyhow i told the british gas customer spokeswoman who was dealing with this the information i had she said that they had tracked down the payments that had been paid on the 2001 electricty card
and would hope that these could be transferred it went onto an expert to deal with and i kid you not having phoned them umpteen times including today may 09 2011 my father is at the end of his tether to make matters worse she said that that 2001 card had become defunct roughly in 2005. the last i was told about 5 weeks ago that an advocate would call us suprise suprise still waiting on a phone call

as i said i phoned today but usual we will pass on e-mail to person who is dealing with it to give you a call today still no phone call

telling you i have never dealt with an inept company who keep promising you phone calls but never return any and say we tried to contact you.

sorry for this long winding story just a tad frustrated:rotfl:

any input would be most welcome thanks in advance

Joyful

First point- Scottish Gas and British Gas are the same company. Te only difference is Scottish Gas covers Scotland so no one has taken over another company.

If the account has been passed to an Advocate I would have expected a resolution to this by now so you need you escalate this. Can I suggest you call and request a Manager call back and make sure they put you down as repeat dissatisfied. This should get someone to chase up the progress for you.

British_Gas

Hi fergetz

I'm really sorry to hear about the trouble that you've had with this.

Would you be able to send me your fathers name, address and account number (if you have it) to [EMAIL="PAYGE_MSE_contact@britishgas.co.uk"]PAYGE_MSE_contact@britishgas.co.uk[/EMAIL]? I'll find out what is happening with all of this and what is being done to sort it for you.

As Joyful said above, British Gas and Scottish Gas have always been the same company, so there hasn't actually been a change of supplier involved.

Thanks

Ben

fergetz

thanks for your response joyful and ben
i spoke to someone today and the issue has moved

on we are hopeful of getting this sorted out shortly

a british gas spokeswoman at the call centre was great today

she moved it onto a complaint and also arranged for someone

to come out and reinstate meter connection i was very grateful

for someone who eventually seemed to know what she was doing

hopefully as i said we will get it reolved sooner than later:T