Trying to change electric to British Gas and just having problems

athensgeorgia

Just looking for advice.

Many moons ago our direct debits were set up wrong and not reviewed so were left with huge gas and electricity bills we couldn't pay. We then had pre-payment meters fitted.

Not sure why but the gas was set at a higher repayment amount and was paid off a while ago. I then signed up with British Gas. A few months later we had our meter changed from PP to a normal one.

Now our electricity debt is paid off and we've been trying to swap to British Gas since November and keep having problems. I've now complained and after waiting a week received a phone call from our designated complaint handler.

I signed up online to electric with BG in November. January comes and we still haven't heard anything so we ring and we're told the order has been cancelled. We think it's because the order had gone through for a credit meter and the system doesn't let PP change straight to credit. Fair enough we put the order in again and get a confirmation letter it's going through and sit and wait. 6 weeks later we haven't heard anything so DH rings them to be told the order is incomplete. Not sure what that means but they'll re-order again and we have to wait another 6 weeks.

So 4 months after initially signing up we're still stuck with Scottish Power whose service I've found abysmal thinking I was making the right choice only to find the service at BG just as poor.

We put a complaint in about the whole issue and it's taken a week for someone to get in touch, she emailed me confirmation of the conversation and I replied with some further questions and haven't had the courtesy of a response.

Can I complain about the complaint? And if so, how? Our designated complaint handler doesn't respond and I keep being left on hold for over half an hour and having to disconnect the phone because my lunch break is nearly over.