Collective Switch

liviboy

BassBunny wrote: »

Well this is proving to be even more of a joke. I contacted the dedicated team, (again), and was told my Gas would be moved over on 13th April and that a complaint had been raised. I was also told that I now had my own "dedicated complaint handler", who would be in touch within 5 working days. Guess what "nix, nada, nothing".
I have just had a look at my on-line account and now find I have 2 Gass accounts, neither of which has a start date. I really want to go back to OVO.

BassBunny - I wouldn't hold my breath if I were you.

I had a dedicated complaints handler (Vicky Morgan) who, 1 day after calling me and informing me she was my dedicated point of contact, left to go to another department.

I was told a new "dedicated" handler was now dealing with my issue (Nadine Morgan-Staples) and she would be in touch. Well? NADA, ZIP, NO CONTACT WHATSOEVER.

I then eventually got a call from an Andrew telling me that Nadine "is not customer facing" so won't be dealing with my complaint. He has said he will deal with it and is going to give me WEEKLY updates as he has no idea whatsoever of when my gas will eventually switch...WEEKLY UPDATES!!!!!! I signed up on the 4th February it's just a joke!

MSE have a lot of explaining to do for reccomending such a shower to provide energy! Absolutely hopeless.

So yeah...don't hold your breath for anything to be done at all!

Garf

British_Gas_Rep_Matt wrote: »

Hi Hotto, we had a technical problem, which caused a delay in transferring some customers gas supplies; however if you were affected by this, you should've already heard when gas switch will be completed.

Please call our Collective Tariff Team on 0800 975 9712 and I'm sure one of the advisors in our Specialist Team will be able to get to the bottom of this for you. Alternatively if you'd prefer, you can email your details to talktous@britishgas.co.uk, including your MSE username in the subject heading. Thanks, Matt

Thank you Matt!
Been given so many different excuses on the phone and via e-mail. Had no idea there was a Collective Tariff Team!

British_Gas_Rep_Matt

liviboy wrote: »

BassBunny - I wouldn't hold my breath if I were you.

I had a dedicated complaints handler (Vicky Morgan) who, 1 day after calling me and informing me she was my dedicated point of contact, left to go to another department.

I was told a new "dedicated" handler was now dealing with my issue (Nadine Morgan-Staples) and she would be in touch. Well? NADA, ZIP, NO CONTACT WHATSOEVER.

I then eventually got a call from an Andrew telling me that Nadine "is not customer facing" so won't be dealing with my complaint. He has said he will deal with it and is going to give me WEEKLY updates as he has no idea whatsoever of when my gas will eventually switch...WEEKLY UPDATES!!!!!! I signed up on the 4th February it's just a joke!

MSE have a lot of explaining to do for reccomending such a shower to provide energy! Absolutely hopeless.

So yeah...don't hold your breath for anything to be done at all!

Hi liviboy, I totally agree it shouldn't be taking so long to switch and understand your frustration.
I doubt it will come as much comfort after the trouble you've had but problems like this aren't common and if you'd please bear with us a bit longer, I'm sure Andrew will get this quickly sorted for you.
However should you feel Andrew isn't handling things correctly, you can view our complaints handling procedure online at https://www.britishgas.co.uk/energycomplaints, detailing how you can escalate your complaint. Thanks, Matt

British_Gas_Rep_Matt

BassBunny wrote: »

Well this is proving to be even more of a joke. I contacted the dedicated team, (again), and was told my Gas would be moved over on 13th April and that a complaint had been raised. I was also told that I now had my own "dedicated complaint handler", who would be in touch within 5 working days. Guess what "nix, nada, nothing".
I have just had a look at my on-line account and now find I have 2 Gass accounts, neither of which has a start date. I really want to go back to OVO.

Hi BassBunny, it sounds like a new request to transfer your gas to us has been submitted, which would explain why you can see 2 accounts online and if that's the case, your old order will be deleted shortly.
I trust you've since heard back from your complaint handler with an update. However if you've not heard anything, please pop your details on an email to talktous@britishgas.co.uk, including your MSE Username in the subject & I'll find out what they're playing at. Cheers, Matt

British_Gas_Rep_Matt

Cardew wrote: »

Like everyone else it seems I had exchanged several emails and phone calls from BG to get my meter readings accepted.

I was on an E7 tariff with SP and with BG I won't be on E7(they add readings) On 01 March I gave exact meter readings to BG and got the following email:



I now find that these meter readings were rejected(presumably by SP) and estimated reading used. Despite being billed for 'actual' readings on 20 Feb by SP, their estimated readings for 01 March were considerably higher than my actual readings for 01 March.

The estimated daytime electricity was 330kWh higher, off-peak was 76kWh higher and gas 250kWh higher. BG have accepted those estimated readings and my billing starts with those readings.

I am only a few pounds(<£10) disadvantaged by the estimated readings and I cannot bear the thought of engaging with SP to get it changed, but it begs the question why are BG so anxious to get meter readings, acknowledge them, and then ignore them!!

Hi Cardew, if you'd prefer to be charged on an E7 tariff, we can arrange that for you but unless you're using roughly 40% of your electricity at night, it tends to be cheaper to add the readings together and charge on a single rate.
We'll always ask for readings to get an accurate start to your account as possible but sometimes mistakes are made and if your old supplier has evidence to show the readings might not be right, we sometimes will accept an alternative reading from them.
If you'd like to have a chat about the readings or your tariff, please call our Collective Tariff Team on 0800 975 5712 or pop your details on an email to talktous@britishgas.co.uk, including your MSE Username in the subject heading. Cheers, Matt

British_Gas_Rep_Matt

itsj2 wrote: »

On basis that the dual fuel switch to BG happened late Feb, any ideas when BG will take or ask for routine readings and produce their first cyclical bill/statement (quarterly or monthly?).

Hi itsj2, unless you've requested monthly bills, we'll send your bills each quarter and the time your bills are sent over the year will depend on the area you live in.
If you'd prefer your bills sent each month or would just like to check when your quarterly bills are due, please call our Collective Tariff Team on 0800 975 9712 and an advisor will be happy to sort things out. Alternatively if you'd prefer, just pop your details on an email to talktous@britishgas.co.uk, including your MSE Username in the subject heading. Thanks, Matt

BassBunny

Well I woke up on the morning of 14th April to find an email requesting my Gas meter reading.
Hallelulah. I did take the precaution of taking the reading last thing on the 13th, on the off chance I was going to switch on the date given.
Trouble is when I tried to enter the reading online, I get my address coming up twice due to the duplicate accounts.
Fortunately sorted via a quick phone call so hopefully all now good except I have lost the use of my SMART meters :sad:.
When I called the agent did mention the complaint but I really couldn't be bothered taking it any further.

British_Gas_Rep_Matt

applicationcen wrote: »

I have had 7 emails from BG giving me a 'day for my diary' when either the electric or gas was scheduled to be transferred. The first email was in February 2016.

Over the following 50 days I have then received 7 posted letters saying there is a problem getting Extra Energy to release the my accounts to them.

I have provided meter reading on three occasions to both BG and ExtraEnergy.

Coincidentally Extra Energy have increased the 'Standing Charges' tariff from approximately 25p per utility (Gas and Electricity) up to nearly £2 per day.

After having provided meter readings to Extra Energy via their web site AND to the customer services people they sent out an Estimated Bill - which was £328 higher than the actual reading I just supplied them with!

I cancelled the DD because everyone on these forums says how hard it is to get money back off them.

I called them 4th April once again giving them the actual meter readings - After they got the message I was not paying 1 penny above actuals and I have removed the DD - they produced an adjusted bill on 4th April 2016 and immediately released the accounts to BG.

I am about £150 out of pocket due to the Standing Order charges. But thats better than the £428 pounds they would have stolen from me if I had not cancelled the DD.

All this crap about - Don't cancel your DD - Rubbish. If the bills do not reflect actual readings - then don't be a schmuck. Cancell and contact the companies explaining that you are not being overcharged and will not pay until they get it right. Take pictures of your meter readings and log the day you did it if your phone / camera does not already capture time the shot was taken.

Hi application, sorry to hear they objected to your switch.
It sounds like you've now got everything sorted but if you do need any help or have any questions, please give our Collective Tariff team a call on 0800 975 9712 and one of our advisors will be happy to lend a hand. Cheers, Matt

British_Gas_Rep_Matt

BassBunny wrote: »

Well I woke up on the morning of 14th April to find an email requesting my Gas meter reading.
Hallelulah. I did take the precaution of taking the reading last thing on the 13th, on the off chance I was going to switch on the date given.
Trouble is when I tried to enter the reading online, I get my address coming up twice due to the duplicate accounts.
Fortunately sorted via a quick phone call so hopefully all now good except I have lost the use of my SMART meters :sad:.
When I called the agent did mention the complaint but I really couldn't be bothered taking it any further.

Hi BassBunny, I’m glad to hear your switch has now been completed and I’m confident you won’t have any further trouble from here on. Although your old supplier smart meters won’t work with us, you can register your interest in getting our smart meters fitted online at https://www.britishgas.co.uk/upgrade/smartmeter/. Cheers, Matt

liviboy

British_Gas_Rep_Matt wrote: »

Hi liviboy, I totally agree it shouldn't be taking so long to switch and understand your frustration.
I doubt it will come as much comfort after the trouble you've had but problems like this aren't common and if you'd please bear with us a bit longer, I'm sure Andrew will get this quickly sorted for you.
However should you feel Andrew isn't handling things correctly, you can view our complaints handling procedure online at https://www.britishgas.co.uk/energycomplaints, detailing how you can escalate your complaint. Thanks, Matt

Hi Matt,

Not sure if you missed my earlier post on the 8th April.

My biggest issue is the fact I have been lied to, in writing, on a number of occasions and NOBODY at BG cares! Andrew is only interested in my gas being switched, he refused to give me his email address or direct number (unlike Vicky Morgan) and being passed from pillar to post is just getting tiresome!

I will be leaving BG as soon as the tariff is up and I doubt I'll rejoin in the future. I used to work for MFI and know watchdog can be a bit OTT at times but I think they've honestly got British Gas bang-on!

It's not the fact things are taking long, it's the lies and passing in which I'm unhappy with! I've yet to talk to anyone in BG who I feel are being honest with me. Vicky Morgan I did but then she let me down 48 hours later!

This, by the way, from a customer who WANTS to GIVE you money!