Direct DEBITS Credits and other myths

BBB

eh what, easier to sell using the new billing system, pray tell how do you work that one out? It's starting to delivery now, believe me noone is as frustrated as the staff when the system does go down, which doesn't happen as much as it used to with the legacy system, the other guys are right in that the new MD is customer focused, I'm on a pilot team called "one and done" where I have access to things other agents don't have and the aim of the game is for the customer to make just ONE phone call to us, it's going to be rolled out to all agents over the next few months. Things are getting better, it's obviously going to take time.

Oh and yeah this country is in the "I want compensation" mode, last January as a business we have £625,000 in compensation, this January it's now £1.5m, if you want compensation for your phone bill, fine but don't expect more than £1.

We do sympathise with customers, agents are starting to get disciplined for lying to customers and fobbing them off, which is great for us that are actually good at our jobs and are customer focused.

CFC

tankgirl2000 wrote: »

Sorry BritishGas Worker but I am standing in the queue to express my disgust at the appalling lack of customer care provided by BG.

I laugh out loud when they describe their bag of bells and whistles as a "system", I have been passed from person to person when trying to resolve problems being told that the system has crashed ... more like they don't want to or can't help! (Three times in one call on one occasion!)

A debt of 110 pounds was put on my metre that no-one could explain and I was told I would have to wait 90 days to recoup the payment taken towards it.

I have told them there is a problem with my prepayment metre not accepting cards but rather than send someone out while I still had gas they said I had to wait until All credit was gone... Not exactly proactive and hardly customer focussed - my weekend was utterly spoilt by this policy as I has to cancel my family coming for my birthday lunch!

So far I have had 120 pound compensation for missed appointments - very nice you might think but has only come through involving energy watch, and I would MUCH rather not have had the hassle.

My rebate was sent to a dormant account which no-one can explain the existance of. In the meantime. I have overpaid at least 50 for my gas and am also awaiting a cheque for that. How difficult can it be to supply gas at the right price, through a functioning meter. It is, after all, their only raison d'etre If I were asking them to fix my car and they were having prolems I could understand it!

I have found the call centre workers to be either rude and uncaring or depressed by the lack of change within the company. My energy watch advisor cannot begin to unravel the littany of issues with what should be a straight forward account. What makes matters worse is that I requested the metre in the first place in order to help me manage my money, and now I rue the day. I fully accept that it is beyond the reach of individual workers to make this sick beast well, but if it were a horse, I know what a vet would do!

When all of this is finally resolved, and Lord let it be soon, I will of course be switching.

I'm sure you are well aware of this, but if you have a prepayment meter you should switch to Ebico as they charge the same tariff for prepayment as they do for Direct Debit

CFC

gasboardonboard wrote: »

I am also a British Gas worker and very proud to say so! we are on the up again and on a customer service mission, we have the products and values right and are striving to get them all in place!

I think it's so sweet that you work for BG which are an awful company and still feel loyal. You're a great example to a lot of workers who have no concept of employer loyalty. I wish you worked for me, I'd be really pleased to have someone like you work for me and so would most companies - I just wish you worked for one who really did have a customer quality ethos.

xxx