Can't get a Prepayment Key???

kooplah

Hi,

I moved into a flat in April that has a prepayment meter. I was originally with Scottish Power and switched to British Gas thinking I could change to a standard meter. I was going to wait a few months to build up a payment history with them, then ask.

My switch over was completed mid May but since then I've not been able to get a working prepayment meter key. I had a letter stating I should have received one, so I rang up (call no 1) and was told I'd been sent another. It never came.

I rang again and got given a code to take to a Paypoint. I managed to get a key from Co-Op initially but when I tried it yesterday (after letting my credit run low as advised by British Gas call no 2) the meter gives me an error message.

I went back with another code (call no 4) and they've since stopped issuing them. None of the other Paypoints I've been to will issue them either, even the big post office in the next town. My credit is about to run out and I'm not able to top up, not because I don't have the cash (I could probably pay my bill up front for the next year right now if I wanted) but because I physically can't get a key.

After all the frustration I asked to be swapped to a standard meter. I failed the credit check, and I can only assume that's because I'm young and don't have much credit history, or because I have made a lot of applications in the last two months for Direct Debits (as happens when you move out for the first time). I've never failed a credit check before, but now I have to wait until August before I can try again.

British Gas are supposed to be sending out another key, and the guy on the phone said I should get it on Friday (call no 5). What can I do if that doesn't show up either? As 2 keys haven't showed up, but all the letters from British Gas have, I'm not entirely sure I can blame Royal Mail for the missing keys.

Can I demand they send out an engineer? One of the staff was going to arrange for one but the call cut out (call no 3). I'm so fed up that I want to switch, but I'm about to run into emergency credit. Will British Gas refuse to allow me to switch? The only reason I'll be in debt with them is because they've failed to provide me with a means to pay, and I don't want to be left disadvantaged because of their inability to post out a key.

The frustrating thing is, if they'd swapped me to a standard meter, I'd never be getting into debt with them in the first place!

atolaas

Complain. You have received terrible customer service. 0800 0728632 is the number of their complaints department. Explain the situation to them and get them to sort it out to your satisfaction. You MAY be entitled to some financial compensation, see if its offered to you.

lstar337

Have you checked at your local post office?

The keys might be stuck there for some reason.

Wolf3

If your credit is low or depending on the error message on the meter, you should be able to get an emergency appointment, this will normally be within 4 hours that day. Then they can change the meter if its faulty and will provide a key that works with the meter. emergency call out's are quite common and they wont leave you until you are on supply and have some form of topping up.

kooplah

Thanks for the responses, if the key doesn't appear on Friday I'll demand an emergency appointment. I'll also write to complain so I'm not penalised by British Gas or others in the future for going into emergency credit.

lstar337 wrote: »

Have you checked at your local post office?

The keys might be stuck there for some reason.

I'm not sure why they would be, all my other post has been delivered and I got a key off Scottish Power no problem. I haven't had any notices through the door to say they need me to pay postage or collect anything.

I don't think British Gas bothered to send them out in the first place if I'm honest, you expect maybe one to go missing but not two.