British Gas Reviews: Give your feedback

Annabee

British_Gas_Rep_Matt wrote: »

Good morning,

I've had an update from our Tariff Team and have to hold my hands up and admit I'd got this totally wrong.

When you're switching from a fixed rate tariff, you will still be charged the same fixed rates as long as your switch is initiated within 20 working days.

On your final bill, you'll notice your tariff will still have changed when it expired; however we'll automatically apply a credit to make up for the difference. This will show on your bill labelled as a Misc Adjustments, along with any other payments you've made.

If you've received your final bill and the credit hasn't been applied, please call our offices on 0800 048 0202 or contact us online at https://www.britishgas.co.uk/help-and-support/ and we'll make sure it's added for you.

I'm sorry for the further confusion I've caused and understand from previous posts there'd also been some confusion with enquiries over the phone. To make sure this doesn't happen again, I've asked for a reminder to be sent around our offices to clarify the fixed rates would continue and how it's applied to final bills.

Well I was on the fixed tariff that ended 28 February. The change to my new supplier went ahead March 20th. I had enquired previously by the BG messaging service about the tariff remaining the same, but was answered that no, I would go on the standard tariff from 1 March. Got my final bill, and there were no 'Misc adjustments' like you refer to, so I rang yesterday on the number you suggested. Sadly the operative at the call centre clearly knew nothing about it and was completely unhelpful. All she was able to do was take my payment - I could have done that online myself if that's all I wanted - I thought I would be speaking to someone who understood the situation and could help!

Could I ask you a question: When I was in the process of switching I cancelled my direct debit which was normally taken on the first of the month, - this was because online your system was telling me it was going to be increased by about 40 % from 1 April. I didn't trust that this large amount would not be taken by BG and couldn't afford to pay this out and wait for a partial refund, when I have also started paying my new supplier direct debits from 1 April. I couldn't afford to pay more than double the usual amount on 1 April. I was told on your messaging system it was OK to go ahead and cancel the DD and pay the final amount manually - but by doing this have I lost any chance of staying on the lower tariff that ended 28 February?

Another question is that I was a dual fuel customer but my final bill is only for gas. I did give my readings for both gas and electricity to my new supplier, and I can see on the BG bill that the gas reading has been used by you, but there is no sign of my electricity final bill. I can't get into my account with you properly to see if you have my final electricity reading, presumably because my account is no longer live. What has happened please, has my gas only been switched by mistake? I asked the call centre operative this but she seemed totally confused by the question. 'I don't know what to say to you' is what I got from her! What is the point of call centre workers who don't seem to be able to explain things, don't understand questions, and can't look at your account?

luckwudaveit

My earlier issues with BG's final bills have now been corrected. The tariffs have been applied correctly, final direct debits paid and a credit paid in to my bank to account for the adjustment. Thanks to Matt for sorting it out and Hengus for the advice.

System

luckwudaveit wrote: »

My earlier issues with BG's final bills have now been corrected. The tariffs have been applied correctly, final direct debits paid and a credit paid in to my bank to account for the adjustment. Thanks to Matt for sorting it out and Hengus for the advice.

Glad it has been resolved.

Annabee

Bumping this in the hope that the British Gas spokesperson comes back to answer my question.

Annabee

And bumping again.

British_Gas_Rep_Matt

Annabee wrote: »

Well I was on the fixed tariff that ended 28 February. The change to my new supplier went ahead March 20th. I had enquired previously by the BG messaging service about the tariff remaining the same, but was answered that no, I would go on the standard tariff from 1 March. Got my final bill, and there were no 'Misc adjustments' like you refer to, so I rang yesterday on the number you suggested. Sadly the operative at the call centre clearly knew nothing about it and was completely unhelpful. All she was able to do was take my payment - I could have done that online myself if that's all I wanted - I thought I would be speaking to someone who understood the situation and could help!

Could I ask you a question: When I was in the process of switching I cancelled my direct debit which was normally taken on the first of the month, - this was because online your system was telling me it was going to be increased by about 40 % from 1 April. I didn't trust that this large amount would not be taken by BG and couldn't afford to pay this out and wait for a partial refund, when I have also started paying my new supplier direct debits from 1 April. I couldn't afford to pay more than double the usual amount on 1 April. I was told on your messaging system it was OK to go ahead and cancel the DD and pay the final amount manually - but by doing this have I lost any chance of staying on the lower tariff that ended 28 February?

Another question is that I was a dual fuel customer but my final bill is only for gas. I did give my readings for both gas and electricity to my new supplier, and I can see on the BG bill that the gas reading has been used by you, but there is no sign of my electricity final bill. I can't get into my account with you properly to see if you have my final electricity reading, presumably because my account is no longer live. What has happened please, has my gas only been switched by mistake? I asked the call centre operative this but she seemed totally confused by the question. 'I don't know what to say to you' is what I got from her! What is the point of call centre workers who don't seem to be able to explain things, don't understand questions, and can't look at your account?

Hi AnnaBee, although you needed to pay by DD as part of the terms & conditions of the collective tariff; I'd agree it seems a bit over the top to stop the tariff rates continuing for cancelling the DD at this stage.
I'm sorry to hear about your experience when you enquired about this but I'm sure we can sort this out. Please call our Collective Tariff Team on 0800 975 9712 and a specialist advisor will look into this for you. Thanks, Matt

British_Gas_Rep_Matt

cannedpictures wrote: »

Would be half decent if as a company you didn't promise things you have no intention of delivering- looks like you have throwing warm homes discount applications in the bin and claiming you never received them then close the scheme so we suffer in the cold as we cant meet our bills . disgusting and dishonest you should be shamed of your selves

Hi cannedpictures, I can totally understand your disappointment if there's been trouble with your application; however we'd never just discard an application as we know the support it offers customers.

We do have other support available though and I'd recommend checking what assistance the British Gas Energy Trust can offer you. You can find out more about them and apply for grants online at https://www.britishgasenergytrust.org.uk/. Thanks, Matt

phillw

Annabee wrote: »

Got my final bill, and there were no 'Misc adjustments' like you refer to, so I rang yesterday on the number you suggested. Sadly the operative at the call centre clearly knew nothing about it and was completely unhelpful. All she was able to do was take my payment - I could have done that online myself if that's all I wanted - I thought I would be speaking to someone who understood the situation and could help!

I just did it via web chat and the representative started out arguing how the bill was correct and telling me that I hadn't switched in time. So I copy and pasted details from the thread and they went away and checked with the tariff team and funnily enough, I was correct and they now owe me money (which has been sent as a bank transfer).

It may be worth re-trying using the web chat and if you don't get anywhere then point them to this post by British Gas official representative to the MSE forums: https://forums.moneysavingexpert.com/discussion/4415639 and if they still are reluctant then ask them to check with the tariff team.

Futuristic

I have my parents on last years BG Collective Oct 2017 fix and I'm moving home soon so they'd be using a lot less electricity and I would be using more at mine.

Can I 'move home' on their BG fix to my new address and sign up my parents to another available fix with BG or whatever cheapest from MSE energy club?

chocolateteddy

I got my final bill on 14th March having swapped on the 7th March and no 'misc adjustments' struggled to get them to understand on the phone about the collective rate continuing till swap so just decided I had had enough and for 7 days we weren't talking much anyway. Well after last DD taken for the small balance owed, transfer had gone smoothly and Avro website easy to use I cancelled my B Gas DD and low and behold yesterday I received an email from B Gas to say my final Elec bill was available. Looking at it they had changed the final elec meter reading and I now owed them £7.48. Because I had cancelled my DD I was now on quarterly billing and a higher rate etc etc.

So I was all ready to go to war and phoned the number the 'British Gas Rep Matt' recommended and....

a ten minute phone call and all sorted. The gentleman knew exactly what I was talking about and recalculated my bills using the collective tariff rates and has issued me a cheque for £2.58 - not a huge amount but so pleased with the outcome.

Avro also started my first bill with the new meter reading used by Bgas so all ok. I also discovered Avro had a cheaper tariff avaliable and they changed me over to it with one phone call and I couldn't be more pleased with their help Also being billed monthly (they do ask for a meter reading a few days before) helps keep an eye on usage and costs.