Messy collective switch to British Gas?

Former_MSE_Roxanne

bob_j wrote: »

Mine was messy too - good job I made the move for the price and not the customer services!
The gas went through fine, but the electricity has been diabolical. Firstly, they said they couldn't identify my electricity meter access point. I had to ring (the usual 15 min delay while they picked up but at least it was an 0800 number) and provide my meter serial number, they then gave me this EMAP. I suggested it might be a good idea to hand over my meter readings - which were taken - and I confirmed they now had all the info they need.
The service from the woman who answered the phone was shoddy to say the least, and I thought a new customer would have been given a warmer welcome. So I emailed British Gas and told them so... this unfortunately was treated as a complaint! So, about two weeks later I received an email from a woman saying she was dealing with my complaint, and a separate letter from BG saying they could not take over my electricity supply because they didn't have my EMAP. I sent an email asking what was going on. I received an email from the complaints department woman which just about amounted to an apology, but definitely included a guarantee of brilliant service from now on. She spelt my name wrong in the very next sentence! She asked for my EMAP, which I provided.... remember I was giving them the number they'd previously given me. About two weeks later I received another email from the complaints department... from the woman who couldn't get my name right. She explained that they simply couldn't transfer the supply because they didn't have the EMAP, and she suggested I should ring customer services to try to sort out the problem. This I did, providing the EMAP number that had been originally provided by British Gas to me in a call that was now a month ago. Once again I checked that they now had everything they required, and this time the number was put into their systems and I have had confirmation that my electricity supply has been transferred. I've also received another email from the complaints department woman which appears to celebrate the fact that the situation has now been resolved thanks to the lady - the one who couldn't get my name right - suggesting I call customer services.
They was no apology for the problems, there was no effort to compensate me for my time or the fact that I've missed out on cheaper electricity for a few weeks.
And all this from a company I'm actually trying to join!
I would like to point out that the company I was with - NPower - has handled its side of the transfer with unblemished efficiency.

Hi bob j,

I'm sorry to hear about all of this. If this issue hasn't yet been resolved for you, you can drop us an email to energyclub AT moneysavingexpert. com and we'll have a look into this for you.

martyp

MSE_Roxanne wrote: »

Hi martyp,

You should never pay for the same energy twice. If you’re in credit with your supplier you should automatically receive a refund for the full amount once your final bill has been calculated.

For more information on this you can refer to our guide:
http://www.moneysavingexpert.com/utilities/reclaim-energy-bill-refunds

Thanks Roxanne, I was thinking it was down to no direct debit going out in March as they transferred the electricity in late February and gas in mid March. They've taken the first DD for this month now (£45) and that was for the 24th Feb to 26th March (£30.44), leaving me £14.56 in credit. With the next DD on the 23rd for £45 as well it's predicting I'll be in credit by £125 by the end of the year. I might just adjust the DD to the recommended £36 a month as the review won't be until December.
I'll check out the refunds as well, Scottish Power were awful at that, I had it set to refund over a certain amount yet never did even well over £100 in credit.
Even more clever is they suggest my direct debit should be £31 a month yet the minimum amount you can enter is £36... I'll drop them an e-mail.
Scottish Power really do lay on the guilt as well, I logged into the account and everywhere it's stuff like 'really sorry you're leaving us' and 'before we say goodbye'!

rockin_plumber

Well due to the failings of British Gas I have had my £30 cashback before I have had my refund from First Utility for £96, and before I have full access to my online account.


Well done British Gas you have failed admirably