British Gas messing me around...

Beckyy

After many missed appointments we had our smart meter fitted by British Gas. Due to cancelling the job because he couldn't find the service fuse, and returning when I found it, the engineer didn't update their system with our new meter. When I went on to my online account I realised and phoned them, around 1 month later. They took job number etc. and said they would update their system.

Now I have received welcome letters etc. addressed to 'the occupier' like I am a new customer, and my online account is showing as closed. I've just received my 'first' bill, estimated for more than double our use on standard tariff, requesting payment rather than the DD I had set up. Bill is for 1 month from the date the smart meter was fitted.

My closed online account is still £90 in credit, and I had £66 of compensation for missed appointments on the account, which I have been unable to check whether they were taken off our last bill yet.

I've really had enough of them messing me around, it's just been issue after issue. Does anybody have any advice how to proceed? We were on a fix which has just ended and were on clear and simply, but new 'first' bill is standard tariff.

bob_bank_spanker

Beckyy wrote: »

After many missed appointments we had our smart meter fitted by British Gas. Due to cancelling the job because he couldn't find the service fuse, and returning when I found it, the engineer didn't update their system with our new meter. When I went on to my online account I realised and phoned them, around 1 month later. They took job number etc. and said they would update their system.

Now I have received welcome letters etc. addressed to 'the occupier' like I am a new customer, and my online account is showing as closed. I've just received my 'first' bill, estimated for more than double our use on standard tariff, requesting payment rather than the DD I had set up. Bill is for 1 month from the date the smart meter was fitted.

My closed online account is still £90 in credit, and I had £66 of compensation for missed appointments on the account, which I have been unable to check whether they were taken off our last bill yet.

I've really had enough of them messing me around, it's just been issue after issue. Does anybody have any advice how to proceed? We were on a fix which has just ended and were on clear and simply, but new 'first' bill is standard tariff.

If you're dissatisfied about anything, complain, they have 8 weeks to fix it.

Clear and Simple is the same as standard tariff.

Beckyy

bob_bank_spanker wrote: »

Clear and Simple is the same as standard tariff.

I did wonder that, but it can't be the same as the Standard Tariff prices on the bill are different to the Clear & Simple prices. There is no standing charge, instead the first 'x' kWh are charged at a higher unit rate, and the other unit rates after the first are higher than the ones stated for the Clear & Simple Tariff prices on their website.

bob_bank_spanker

Beckyy wrote: »

I did wonder that, but it can't be the same as the Standard Tariff prices on the bill are different to the Clear & Simple prices. There is no standing charge, instead the first 'x' kWh are charged at a higher unit rate, and the other unit rates after the first are higher than the ones stated for the Clear & Simple Tariff prices on their website.

Hmm, they did away with 2 tier tariffs some time ago, somehow you've been put onto the 'Old' standard tariff (bottom of the drop down):

http://www.britishgas.co.uk/products-and-services/gas-and-electricity/our-energy-tariffs/Tariffs-A-Z.html

When normally all new customers (and previous customers whose tariff has expired) are offered one of these:

http://www.britishgas.co.uk/products-and-services/gas-and-electricity/our-energy-tariffs.html

Work out what you'll pay with the 'Standard' 2 tier pricing (use a comp site if necessary). It may well be that you're better off on Standard than Clear and Simple.

Do you have a loyalty to BG? If I were in your shoes, I would say "thanks for the smart meter", and switch straight to the cheapest supplier.

Beckyy

Thanks. I spoke to them today and the lady was really helpful, said she had no idea why they'd closed my account and treated it like I'd moved. They reinstated it, and it should update overnight back to my old one. She also said to ignore the huge estimated bill addressed to The Occupier, and she will rebill my account today. I will be back to my old tariff though as far as I know.

I was on a fix until August just gone and had a good amount of compensation to come off my next bill for missed appointments so stuck around to wait for that to run though. On looking at the comparison websites I don't seem to be able to find anything else that would save me money on other tariffs or with different suppliers so I'll have a better look later on but I guess I'll just stick with them til something cheaper comes up!

Beckyy

They said it would take overnight to update on the system, but I've just logged in and my account is still in a bit of a muddle. It's showing as closed when I log in, but a bill is being made up when I try to view my latest one. My meter reading has been put on as a 'Night' reading and my tariff is still showing as Standard. Might give them another ring today if I get a chance, if not will do tomorrow.

Beckyy

Tried to phone... spent 15minutes in a queue and when I finally got through and asked to speak to the advisor who was seeing to my account they said they'd said her an email and ask her to call me back within 30 minutes. 1 hour later I'd still not heard anything so called again and another 15 minutes in a queue just to be told she might have only just started shift, they didn't know, so they'd email her again.

The advisor who was dealing with my account was really helpful, but that's about the only positive experience I've had with BG throughout the whole mess they've made of this!