British Gas Pay & Go Meters HELP PLEASE!!

turnerj_2001

Hi,

I've just completed on a house last week and got the keys Saturday. On the day I got my keys i rang up British Gas (Who were the current providers of the house) to move the details into my name and clear any debt against the house.

I spoke to a nice man who sorted out the electric debt and put a message ready to clear the Gas which wouldn't happen until Tuesday 15th.

I asked about moving to credit and told it couldn't be done yet as I need a account setting up and to phone back Monday when all will be done.

Rang Monday and got told by a lady that i would then have to wait 28 days, followed by 14 days and couldn't explain why it takes soo long then she disconnected the call. rang through again and told to ring back today (16th) all to be told the gas account hasn't been set up yet and i will get a call back Tuesday.

What i wanted to know is should it be this difficult as at the moment im not having a very good customer journey.

Any help would be useful...

Thanks

spiro

If BG are not currently the supplier at the new address there will need to be a change of supplier first hence delay.

SwanJon

No it shouldn't be this difficult.
There may be an issue setting the account into your name if BG already supply the gas, and this should be explained.
As Spiro says, the 28 followed by 14 sounds like the gas may not be supplied by BG - again, this should be explained clearly so that yo ucan speak to the other supplier to sort things out there.

To get your meters exchanged you will need to pass a credit check - this is probably best done over the phone, but at least for the other steps you can use email or web chat to keep things moving.
Once that is done you need to agree an appointment date - normally a week's notice should be enought, but if there is high demand in your area they may not have an available appointment for longer.

At each stage you should have everything explained to you - especially if it is going to casue a delay.

turnerj_2001

Hi,

Thanks for the info. Well the plot thickens when I rang them last night.

Both Gas and Electric are supplied by BG but apparently they say there is a problem with their Home Serve system which is why it's taking soo long to set up an account. However, when i rang (as was trying to clear the debt off the gas meter from the previous owner). I was told that the previous rep i spoke to put the wrong information on the card so it will still show as owed.

And they've basically said long story short, until they fix the homeserve service im pretty much screwed and have to wait.

Really not happy with their customer service soo far as every agent has told me something different.

HomeServe_company_representative

Hi turnerj_2001,

Could you please confirm the problems you are having with BG Homecare or Homeserve?

Kind Regards,

Anjali
Here To Help Team
HomeServe.

SwanJon

OK, if there is an issue with the homemove system they can escalate it to an advocate/expert and get it processed in the back end (I think).
Did they give you an idea of when it will be fixed?

In the meantime, how much debt is on the meter? Is it coming off weekly or from each top up? (You may need to check the screens to be sure).
So long as you have readings from when you moved in, they can calculate and refund any overpayments.



Even if this takes a few days to work through you can still start the ball rolling - especially for the electricity.

If you feel you need to make a complaint - do so. They should talk you through the complaints process and what you can expect. Ultimately you can take this to the ombudsman, but you need to go through their procedure first.

turnerj_2001

So I should be receiving a call from someone within the BG today to clear off the amount owed on the Meter which stands at around £16.94.

Then told that another rep would ring me Tuesday to talk about Monthly Tariff's.

All I want to do is move to a BG Monthly Tariff. I have apparently passed the credit check so should be no issue, but was told to wait until i get my gas sorted and then book everything in to be changed over.

My main frustration is that whenever I talk to a new rep, the previous rep was wrong and they don't understand what was done.