British Gas can't cope with dual fuel!

gatita

I have had nothing but problems since I signed up with B.G. in May, but the email I received yesterday takes the biscuit.

I signed up for dual fuel, Websaver 4 online. as I wanted and exact bill each month. First month I got an estimated bill even though I submitted my reading within hours of getting their email asking fo a reading.
I have to say every time I have spoken to customer services they did their very best to sort things out, and were apologetic. The second month yet again my bill was estimated for the gas, (electric was OK) again I called, again more apologies and a promise for certain things would be alright from then on. Bill came in on the 10th August, YES you guessed, another gas estimated bill, I am at screaming point now! Another phone call......... after waiting for ages, (luckily it is a 0800 number!) customer service came back with an explanation.............. apparently they haven't co-ordinated the billing for DUEL fuel yet! beggars belief eh? so, the only way round this is to have 2 separate bills, I agreed to this, as I had no option. We will see what happens next month.
Yesterday I got an email from BG stating: "We hear you are moving house, don't forget to register for SmartEnergy from your new home"!!!!!! I have not even thought about moving let alone informing them I was moving. What on EARTH is going on with them?

JSR

I have had all the same problems with them. Their IT systems and website are absolutely useless. Wait until you initiate a switch then try to log in to your online account in the meantime. You'll get an error saying your account is not accessible because you closed it 6 months ago - even though it is still active! (I got that moving house e-mail, as well.)

gatita

Oh Geez! just when I thought it couldn't get much worse!

eurmalian

The moving house letter is because in order to close the dual fuel account and set up two separate ones they need to move you out and then back in again. It's awkward, but it's how it has to be done. The plus side is that it means that they have now separated the fuels for you as they said.

Were the estimated reads similar to the ones that you entered? As another reason for this could be that the start reading that they've used for you is out, in which case the ones you're entering online wouldn't make sense and they may well just replace them with estimates...

System

Don't British Gas offer a discount for Duel Fuel ?

Will you lose the discount now that you have seperated the two bills ?

eurmalian

No. You still have both billis with BG under your name. It's actually that they're stopping combined account management and combined billing rather than changing anything about duel fuel.

gatita

eurmalian, I take it you work for B.G.!!! thank you anyway for the reply, however why on earth didn't they do this in May when I joined them, instead of causing all this havoc!
They are fast enough sending out inaccurate bills, putting up prices, but not so fast when it comes to sorting out their IT problems.

System

i had the same problem re estimated billing when i first started but all it took was 2 readings 7 days apart and the start reading was worked back from that. it wasnt that much hassle really just a coupe of emails.

penrhyn

British Gas Websaver tariffs, which I'm on, do not have the provision for monthly meter readings. You are billed quarterly.

I take it that you are probably on Online Saver 4, which would need to include Energysmart for monthly billing.

gatita

Yes penryn I am on the Websaver 4 tariff with energy Smart.

CHRISSYG, you were lucky it only took a couple of emails......... I can triple that easily, and it still isn't sorted out!

gatita

Yet another letter from B.G. today, informing me that, (pause for breath before I SCREAM)
they are now preparing to bill me quarterly! for heavens sake what does it take to get them to provide what I signed up for I.E. Websaver 4 online monthly reading and payment by direct debit MONTHLY!!! Can't stand this anymore I have had enough.