How can British Gas be THIS rubbish?

robgoingcrazy

Got an email from British Gas saying my current fixed tariff is coming to an end, so if I want to register for Price Protection till March 2015, all I have to do is click the button, enter my account numbers, and opt in, so I will automatically transfer to the new tariff on April 1st.

Simples!

But no! Firstly, the site insists that I enter 2 account numbers, one for gas, one for electric, when I now only have one convenient number, and it INSISTS on me putting two numbers in, and won't accept the same number in each box.

So I send a message via the website.

First reply tells me if I switch to Price Protection March 2015 now, I will pay termination fees, so it is best to wait until April.

I politely reply back, explaining that they sent me an email saying I could opt in to the new tariff and change automatically when the current one runs out, which is ignored and I am spun the same line of "I can confirm if you change tariff now, you will pay cancellation fees."

Getting royally annoyed now, I copy the text where British Gas themselves invite me to register for the new tariff, so that I will AUTOMATICALLY switch to the new tariff on April 1st. I go to great lengths to explain their own system to them, and how it makes sense that I would want to opt in to change to the new tariff, rather than switching to standard automatically and then having to get in touch to change again.

I get a 3rd reply closing my ticket and telling me they have NO SYSTEM IN PLACE to register for a new tariff to roll onto it automatically, so this guy has put it in his diary that he will change my tariff on April 4th manually. This is a guy I have no way of contacting directly so I think I should be forgiven for not quite trusting this will happen. :eek:

To complicate things further, when I go back to the British Gas website, the same stuff is still there, except now the dates have changed, and the website is saying my current tariff runs out on April 30th (actually on the first page it says March 31st, when I click to register it says April 30th). So if this guy actually does change my tariff, I now face the possibility of cancellation fees, depending on which date on the website is correct.

:rotfl:

You couldn't make this stuff up! :T

Any tips on what to do next? I have had 3 different people reply to my ticket, and the last one closed it. I tried ringing up, but was in a queue for about half an hour then had to go out.

Chief execs email would be useful. Am currently doing screenshots as copy/pasting the text from their website clearly wasn't quite getting the message across as they insist I am seeing things. :rotfl:

penrhyn

Its highly unlikely that BG have the lowest priced tariff, so why don't you just take the opportunity to switch supplier?

robgoingcrazy

penrhyn wrote: »

Its highly unlikely that BG have the lowest priced tariff, so why don't you just take the opportunity to switch supplier?

I may well do so, but I want to have some fun with them first

ollski

Sure a quick phone call would remedy it. Bg's variations on the websaver tariff have generally been the cheapest available for years now.

robgoingcrazy

ollski wrote: »

Sure a quick phone call would remedy it. Bg's variations on the websaver tariff have generally been the cheapest available for years now.

I phoned. Person I spoke to put me in a queue as I hadn't got through to the right department. Half an hour later I hung up. :money:

backfoot

If you want the hassle, make the change in accordance with their instruction. If they charge you the cancellation fees ask for them back plus compensation.

If they refuse, formally complain to the Energy Ombudsman after deadlock or 8 weeks and you will get the fee back and probably even more compensation.

It will also cost them the handling fee. You can then be satisfied you have messed them about even more than they have you.:)

JoshBee25

When choosing a fixed price tarrif always compare there premiums, as you'll be paying a higher rate then there standard rates.

macman

JoshBee25 wrote: »

When choosing a fixed price tarrif always compare there premiums, as you'll be paying a higher rate then there standard rates.

Really? Could you give some figures to support that please? I just did a comp site check on my own region, and of the cheapest 10 tariffs coming up, 7 are fixes, and only 3 variables. The cheapest variable tariff is is 2nd place, then 8th and 9th.
And you say in your other post that you are in energy sales?

robgoingcrazy

Thanks for the tips and feedback. I've been on a comp site and the only difference between my current plan and the next cheapest is about £40 a year, so not a huge difference.

There didn't seem to be a way of comparing the tariff I may switch to with other suppliers, I guess I would have to work it out based on price per Kw and all that...

I have written a detailed account of the strange goings-on to British Gas's head of complaints, including screenshots of the website pages that 3 customer services advisors said didn't exist anywhere, pointing out that the website was asking me to do the utterly impossible. My main gripe is that British Gas invited me to buy into one of their products, and trying to do so has ended up turning into a head banging exercise.

I eagerly await a reply, and will post any progress here

macman

robgoingcrazy wrote: »

Thanks for the tips and feedback. I've been on a comp site and the only difference between my current plan and the next cheapest is about £40 a year, so not a huge difference.

There didn't seem to be a way of comparing the tariff I may switch to with other suppliers, I guess I would have to work it out based on price per Kw and all that...

I have written a detailed account of the strange goings-on to British Gas's head of complaints, including screenshots of the website pages that 3 customer services advisors said didn't exist anywhere, pointing out that the website was asking me to do the utterly impossible. My main gripe is that British Gas invited me to buy into one of their products, and trying to do so has ended up turning into a head banging exercise.

I eagerly await a reply, and will post any progress here

Just select it as your current tariff.

robgoingcrazy

macman wrote: »

Just select it as your current tariff.

Wasn't listed as far as I could see, perhaps because it won't be a current tariff until next month?

Will try on another one to see if it is listed there... thanks