MAssive problem with the gas and electric

Hunny_247

Hi all

Just want some advice I will try to keep it short

WE tried to swtich gas and elec from BG to EDF in July/August thinking it will take a while but at least it will be sorted by november . . . how wrong could I be

First of all BG decided to contest the final readings so i rang EDF who aked for the serial numbers which didnt match up !!! I was assured it would be simple to sort. and then it really got messy. I started to get letters for my neighbours and they started to get my bills from bg I rang up saying Im not with you anymore stop sending me letters got replies of " ok we wil shut down then account and you will recieve nothing" then got a leter saying they owe us £700 (our yearly bill) which I was very sceptical of so I rang up spoke to two different people who confirm I could spend the money and they would not ask for it back and they would post the cheaque


:beer: So drinks were on me untill...... the first cheque never came nor did the final bill = another phonecall with them assuring me they will resend the final bill and the cheque (Luckily being a carefull person we never spent the money) however what did come where demands for £700 from us and then threats that the balifs would come . . .
the week before christmas ( and I know it was then because I kept getting the excuse nothing will happen as its christmas) I basically ending up saying thisis not on why has this not been referred to one person they realised I was upset ( REALLY) so got it transferred to an actual person who may actually sort it out ( not holding my breath though)

is there anythin I can do sort this any quicker ?

however with the background you have can I complain to the company?? or to the ofgem?? company

anyway to end this massive post it is still not sorted and my neighbour had the same issue so I gave him the name of the women dealing with my problem and he gets it sorted in a week and gets a bloody refund !?!?!?!

Thanks

bengasman

First of all: stop calling them, do everything in writing from here on. BG can record all the conversations and use any mistake you make against you, whilst you don't have that option against them. I have a long standing problem with them, and they lied and cheated like first class crooks. (something many others have experienced too; google things like "problem with British Gas, or "British Gas complaint" and you will find literally millions of results )
File an official complaint ( can be done quickly by email). If you are not satisfied with the way they handle it, the ombudsman can act on your behalf.
Did I mention you MUST STOP CALLING them if you ever want this resolved?

jalexa

Hunny_247 wrote: »

is there anythin I can do sort this any quicker ?

Sometimes you make your own luck and there is perhaps a clue in the length of your post.

Edf as the gaining supplier are responsible for managing the progess of the switch. If you have any concern raise a formal written (or email) complaint with Edf strictly in accordance with the Edf complaints procedure.

If BG have issued you bills not in accordance with the transfer meter reading (agreed or actual) make a formal written (or email) complaint to BG strictly in accordance with the BG complaints procedure.

Quit dealing with this by phone.

dogshome

Wow ! - It seems that your meters and a neighbors have been mis-registererd by the Central Agencies - have a look at the past bills you have and check that the Meter Nos. listed on them, matches that on your actual meters

Stop phoning BG - As you have learned, the staff on the Customer Service Desk have neither the knowledge or the power to sort out this problem.
WRITE to BG heading the letter Complaint - Set out the history as concisely as you can asking that a named Senior Management is appointed to resolve the problem and liase with you

By writing a Complaint letter, you should stop all demands for payment till it's all sorted out and have opened up the path to the Ombudsman if BG haven't resolved the problem in 8 weeks

Hunny_247

DO I have to wait 8 weeks from sending a complaint letter????

Right will stop calling right away . . . I will miss that hold music

I started off ringing EDF who said they will sort it and then the bils cames and BG said it was EDF so I said I know that they are sorting it and then EDF decided it wasnt for them to deal with as actually we have never been supplied by them although we have been paying the bills they had been supplying numbr 14

thanks for all the advice

wish I had posted this in august :-/

jalexa

Hunny_247 wrote: »

DO I have to wait 8 weeks from sending a complaint letter????

Not sure what you mean by that? If a complaint is not resolved to your satisfaction 8 weeks after making the complaint (sometimes the date can be backdated to the date the issue first arose) you are then entitled to ask the Energy Ombudsman to consider the issue.

Do you know who is supplying your energy "today"?

Hunny_247

I jsut wondered if they would be backdated or if I would have to make a new complaint

today BG tomorrow who knows :-)

jalexa

Hunny_247 wrote: »

I jsut wondered if they would be backdated or if I would have to make a new complaint

Have you already made a complaint?

If not you need to make a formal complaint strictly in accordance with the suppliers complaints procedure. You should refer to the first occasion [date] that a customer service contact failed to resolve your issue. Once the complaint is registered keep on top of progress.

dogshome

Don't get fixated on the 8 week deadline for the Ombusdman - The situation is quite complicated because
1) There has been an error by the National Registration Agencies as to location of your meter(s) - This isn't the fault of BG, but it's up to them sort it out on your behalf

2) You made a Switch to Eon that has failed because of the meter mix-up. Although you have been paying Eons bills since the Start Date of the failed Switch, the position is ypu never left BG - What will happen eventually is that Eon will return the money you paid to them and you will be billed by BG for same amount of Power & Gas used that Eon billed, but just make sure that BG's bills are on the tariff you were on when you 'left' them and they don't try to charge you 'Standard' tariff rates when they bill you for the Eon period

jalexa

dogshome wrote: »

You made a Switch to Eon ...

Do you mean Edf?

dogshome

Well spotted, my fingers got in front of my Brain - Yes I do mean EDF