More than 1 account with GB Energy? Info that you MUST know!!

GraceCourt

GB Energy is a relatively new entrant into the UK energy supply market and has been extremely popular for energy account switchers because of their very low prices. In fact, having switched to GB Energy for our own home, I checked and found that they also offered the best deal for a dependent relative's home, too.

As you might have guessed, the best deal is based on choosing an "Internet only" (paperless) account, which is fine... and I had been logging-in to my GB Energy account without any problems for some months... until the switch for the second account started.

Having logged-in with my email address and password as usual, I was presented with a new "stage two" log-in, which required me to enter the eight-digit GB Energy account number. There is explanatory text on-screen, which states "Your account number can be found in your welcome email" (my emphasis). The only problem was that neither of my GB Energy account numbers was accepted, they both gave an error: "You have entered an incorrect account number."



I knew that I hadn't, as I carefully retain emails with account and log-in information, so (as this all took place outside the company's opening hours) the following day I called Customer Services. Incredibly, the representative explained that the eight-digit number required is NOT the account number - despite what it says on-screen! - it is the "personal reference number", which is different. I pointed out that this contradicts all of the on-screen information, but she insisted that "you were sent a welcome letter with the personal reference number". No, I wasn't, and in any event (as I pointed out to her) anyone with only one account doesn't need a personal reference number as they log in using only their email address and password, and as the second switch has only just started, unless such letters are sent out immediately, the customer is always going to be blocked immediately from their first account by the second stage log-in until they call Customer Services for help in regaining access to it.

Interestingly, the eight-digit "personal reference numbers" for each of the two accounts were only 1 or 2 digits different from the account numbers, but nevertheless the account number is not accepted and the personal reference number, not the account number, is required to get access to each account. I followed this up with a complaint to GB Energy, pointing out that the different log-in process with the incorrect instruction to enter the account number is going to affect every single GB Energy customer who opens a second account, but (after first sending a completely irrelevant response because they didn't understand the problem!) the response was:

We appreciate this must cause frustration for customers and as I previously stated in my original email this is under review. However we unable (sic) to give a time frame as to when this will change.

There you have it, folks... great prices, seriously misleading Web site, but as long as you ignore the on-screen log-in instructions about your account number, and ring Customer Services to find out your "personal reference numbers" as soon as your switch starts on a second account, you can enjoy the cheaper energy prices that GB Energy offers if they provide the best deal through on-line comparison sites.