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British_Gas

piratematt wrote: »

Had another email asking for another meter reading again today.

Why should I phone them when they can't be bothered updating their email which CLEARLY asks me to submit the readings online.

Like many others, it was also a shambles registering online - as my initial posted letter had a reference number which was incompatible with the customer number required to log in, despite it saying it would work.

I just don't understand how they can be so hopelessly unprepared to process.... to process any 'customers' at all!!


Has this come as surprise to them?
"Um, hey look guys - we have one of those customer things!!"

Has nobody at British Gas/Sainsbury's energy had a bit of foresight to amend the automated meter reading technical fault email we all keep getting, to at least offset this mess up with a modicum of "Hey guys we have an ongoing problem but we are on it! Meanwhile here's a number you can call to submit readings".

Apologies for the service you have recieved. Please call Sainsbury's Energy automated line 0800 107 4985, to submit this meter reading.

Brianw6868

Exactly the info I've been looking for- great help!

Bluebirdman_of_Alcathays

Why has the BG rep ignored this forum for years, continues to do so for customers with BG issues, but is like hot !!!! off a shovel when there's a Sainsbury's issue?

j.bedders

British_Gas wrote: »

Many apologies for the issues you have been experiencing. We have been experiencing a high level of calls due to the popularity of this tariff. If your issue is still not resolved then please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] and I will ensure someone gets back to you on this.
Many Thanks

@British Gas

that email address gets this response:

Hi

Further to the below, this query will need to be sent to you customer service department as the media team do not get involved in normal customer queries.

The following link will provide you with details on who you can contact regarding this query

Kind regards

Chordeiles

British_Gas wrote: »

Many apologies for the service you have recieved - we have recieved unprecedented levels of calls due to the popularity of this tariff.

.... and displayed unprecedented levels of incompetence by sending out the wrong letters, far too late.

Ian_X

If anyone is concerned about wrong payments being taken from their account remember the Direct Debit Guarantee:

"If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society"

So you contact your bank, tell them that under the terms of the Direct Debit Guarantee you require an immediate refund, and do not accept any excuses.

And then you can wait for Sainsbury's to call you.

vintagebrighton

What I would like to know (if the BG Rep is still around) is can I just cancel the contract without repercussions?

I realise I'm out of the cooling off period but as I see it, Sainsbury's haven't upheld their part of the deal. I can just see the mess getting more and more involved and more difficult to get out from the further down the line it gets.

Better the devil you know and all that.....!

VB x

pete7708

British_Gas wrote: »

The automated message is only to indicate that the email address isnt checked out of office hours. We have you details and are now looking into your issue.
Many Thanks

I sent a second email this morning and got a call back this afternoon.


The meter reading I submitted on the automated phone system had not been registered.

I have now given the readings to a real person and will have to wait and see if this works any better. Not too hopeful.

tocs23

Ridiculously poor service from Sainsbury's Energy! Just spent ANOTHER 50 minutes on hold to no avail. At this point, I really wish we hadn't switched. It doesn't bode well that they can't get the simple stuff right at this early stage.

To VB's point... does anyone know where we stand with cancelling the contract?

What was supposed to save us a few pounds is costing us dearly in time, (unanswered) phone calls and general trust/confidence!!

gary44

Today I received a letter saying to submit my meter readings by the 10th march, or they will estimate them
Guess theyll be estimating them then!