on hold for ever

edin_gal

hi there i was putting off paying my electicity bill because i was a bit skint and going to pay when i got a reminder wich i tried to do well been trying to do over the phone finally got through after a numerous amount of attempts and set up a direct with them(british gas) now iam recieving disconnection notices and an urgent tele message saying id better pay or they will get a warrant and the police will be called ive been trying to contact them for over a week now to try to let them know that ive set up a direct debit but im continuosly on hold for up to ten mins at a time i end up hanging up just as im typing ive been on hold for 15 min then some one answered saying they were updating their systems call back in two hours.
can i ask them to refund the money ive spent on phone calls to them i mean they are saying call immedialtyor u will be cut off but i cant get through ................help!

olly300

edin_gal wrote: »

can i ask them to refund the money ive spent on phone calls to them i mean they are saying call immedialtyor u will be cut off but i cant get through ................help!

No you can't this is why everyone is annoyed with 0845 and 0870 numbers.

If you ever have problems being put on hold by a company for a long time you should:
1. If you have access to email, email them with your account information and the times you tried to get through to the company with dates and approx times.
2. If this gets no response this includes an automated response, send a letter to them with your account information, the problem and explain you can't get through to them with dates and approx times you tried plus the date when you emailed them.
a. In this letter inform them if they don't contact you within a certain time (normally 20 days) you will get in touch with their regulator.
b. Send the letter by fax or 1st class record delivery. Keep a copy of the letter and the method of delivery.

The company then cannot dispute you contacted them. (I've had 2 organisations lie to me about when I contacted them because I didn't send the letter by recorded delivery however in the letter I put in a cheque which they cashed. )

If they don't contact you within the specific time then do find out who their regulator is and report them for not contacting you.

tripled

If you complain, you will be able to get the cost of your phone calls credited to your account. They may ask you to send in a copy of the phone bill. If you have had a telemessage they will probably have added a £10 charge to the account, you should be able to get that removed as well.

edin_gal

well i hope so im really raging about being hold for fifteen mins though then some one aswering saying the systems down call back in two hours....cheek

ive sent them an email an they say are experience high volume of e-mails at moment if urgent please call.....aaarrrrrrgggggh.........oh and they should get back to me with in 7 days

alan99_2

edin_gal wrote: »

well i hope so im really raging about being hold for fifteen mins though then some one aswering saying the systems down call back in two hours....cheek

ive sent them an email an they say are experience high volume of e-mails at moment if urgent please call.....aaarrrrrrgggggh.........oh and they should get back to me with in 7 days

You could also print off the email and post it. To save recorded del fees go to the post office and get a certificate of posting (free) that proves sending but not delivery. But ,that said, recorded del is safer.

Alan