British Gas, messed up my move to a new gas supplier

firrybabe

Has anyone had a similar experience

When I first moved into my property there was a prepayment gas meter, and the supplier was British Gas.

Eventually after many phone calls I managed to get everything connected and was able to arrange for the meter to be swapped over to a standard one.

The meter was swapped over at the start of this year, and that's where the problems begin. Since then British Gas claim to have no record of my new meter despite me phoning them several times and as a result all my subsequent bills have been incorrect.

I have since moved suppliers, I gave them all the correct details including meter number and meter readings but guess what ? British Gas still haven't updated my details and gave my new supplier all the old meter's information ! Hence my new supplier had to raise a dispute on my behalf with Transco to try and sort things out.

Again I telephone British Gas, and was assured someone would ring me back, that was in February it is now nearly April.

This morning I receive a bill from my new supplier, the information they hold as supplied by British Gas / Transco is still incorrect. My new supplier have now raised a complaint on my behalf and are trying to get British Gas to acknowledge the meter that they changed for me and to send me a correct final bill.

I telephoned British Gas this morning , and said enough is enough and said was contacting Energywatch about this as they've had more than enough time to sort things out and to send me a correct final bill. British Gas asked me not to contact Energywatch and to give them another day to sort things out, which I have now done. They also admitted that the department that dealt with these matters had failed to telephone me back in February and for this they apologised.

Should I contact Energywatch anyways ?

Is it unreasonable of me to ask British Gas for some money towards my telephone bill due to the cost of calls I have made to ask them to bill me according to my new meter ?

Epiphone

Contact Energywatch to get the ball rolling. I presume you'll get some sort of reference from them. You can tell BG this reference then they'll know you mean business. If they mess up the complaint is already being processed, or BG will pull thier socks up.

Either way you win

Cas

Go for it! BG have messed up our moved to a new supplier too. 6 months after we applied our gas still hasn't been transferred and the electricity was only moved within the last month. I've just typed up a letter of complaint - fed up wasting my time on phone calls - asking for the gas transfer to be effected by 15 April or I'm taking it to Energywatch, and some compo for the inconvenience, phone calls etc would be appreciated.

OH has made so many phone calls to BG that he can now recite their script back to them ...

firrybabe

Yesterday a British Gas call centre manager telephoned me and couldn't be more apologetic about the whole situation.

He said everything should be sorted out for me within 28 days, but ideally I should hear from him during the next 7 and everything should be sorted then. He also said they would be looking into compensating me for the inconvenience.

Seems that my mentioning Energywatch has got the ball rolling....

firrybabe

Heard from British Gas. Everything is now sorted and as a gesture of goodwill they have closed down my account with a balance of £0.00. (The final bill would have been about £30). I am pretty pleased with this, its just a shame it took the threat of me getting Energywatch involved to get this matter resolved.

Epiphone

Nice to hear it all got sorted to your satisfaction