MSE News: MSE Big Energy Switch Event 5: British Gas £300/yr saving for new &...

British_Gas_Rep_Matt

Bean13 wrote: »

My Tariff with BG was ending just as this collective came up so i went with it, I am now in arrears with my Electricity and Gas bills as they decided to not take my direct debit as normal and I only caught it when this months Electricity bill was double what it normally is.
I phoned and was told it was due to the DD not being carried forward after the switch and accepting this explanation I then set it back up over the phone with them, I have now received two emails to say my bill(s) are overdue and two to tell me my DD has been cancelled as I asked ??? Felling a little annoyed at the moment so have mailed BG so I have a record of what is said (written).

Hi Bean13, that sounds a bit strange as I've not heard of a Direct Debit been cancelled after changing tariffs.

I hope you've since been able to get to the bottom of this but if you need any help, please email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

Axolotl wrote: »

I made the mistake of trying to switch back to BG after a few years with FU and E.On because of the MSE Collective switch prices this year and it has been a confusing shambles from start to finish.

To start with BG asked me to create an online account, but that failed, because (after three phone calls to try to set it up) I found already had an account - my four year old one which BG had kept active! Why did no-one at BG realise that?

Then they pulled across an out-of-date email address and mobile number from my old BG account details, and started sending mail to that instead of my current address that I supplied via the switch form. Why? Who ever thought that using a 4 year old address instead of a current one would be a good plan? Sack that system designer / programmer!

It was only by pure luck that I found those mails and got the address corrected. Other users with an old BG account might want to check their old email addresses for missing BG mail too.

The general mess with the gas switch (again Why? who at BG agreed to the switch process without having a process in place and tested?) means that my supply that was supposed to start on 10/10/16 has only just started today I think (25/10) so I've already lost two cold weeks worth of the new lower gas price.

Throughout BG has been sending contradictory emails and texts asking for readings for both Gas and Electricity although when I phone they always say they don't need the electricity start reading because that did start on 10/10/16 using my first reading.

The only helpful information was the single email from MSE telling me there had been a problem with the gas switch. BG had not told me before then despite repeated calls to try and find out what was happening.

I gave a gas reading when requested on 14/10 and was told that I could ignore future reading requests because the switch would use that reading. Today I received another request for a gas reading via text. A phone call confirmed that they do need today's reading, so what I was told last time was wrong.

It seems I get a different story every time I call.

I have switched many times in the past but I have never had such a poor experience.

Next year, I won't continue with BG, whatever price they dream up, I value my peace of mind too much.

They don't just have left and right hands, they have twice as many hands as they have call centre operators, and none of them knows what the other is doing or has done.

Awful, awful, awful!:mad:

Hi Axotol, I totally agree it's daft to use an email address from 4 years ago and we should be using the one provided through MSE when you signed up.

After there was a delay in switching your gas, we could use the gas reading you'd provided earlier to start your account as there was only a small difference; however the advisor should know it's not something that would happen automatically.
Instead the advisor would need to enter it again for you at the latest switch over date and advise you to ignore the further email asking for the reading.
That obviously didn't happen and I'm sorry about the advice you were given.

If you'd like me to check everything is now in order; please just call our specialist collective team on 0800 975 9712 or just email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

Danceswithhorses

E.ON_Company_Representative:_Malc wrote: »

Sorry to butt in again Danceswithhorses but just spotted this. An Agreed Readings Dispute can only be raised where the difference is above set thresholds. For a 5 dial metric gas meter, this difference needs to be above 125 units (cubic metres). As the difference between our closing read (01198) and the new opening reading (01174) is only 24 units, it won't be possible to go down this road.

The previous bit of advice about industry limits was spot on.

Sorry to be the bearer of bad news Danceswithhorses.

Malc

Hi Malc,
BG gave Eon a final gas reading of 01198, then later changed the reading to 01174, and BG can't tell Eon about the new reading.
That means i will be paying for those units twice then !
This is nuts

British_Gas_Rep_Matt

Topaz63 wrote: »

I switched and wish I hadnt. British Gas are already driving me mad. Sadly I'm now locked in. Very fed up with MSE for this as without their advice I'd never have returned to BG. I'm having huge problems with managing readings as they seem unable to take them in any of the four ways I've tried, on their recommendations. Really fed up with BG and MSE.

Hi Topaz63, I'm sorry you're regretting switching to us.

I'm confident we'll have your readings and you can ignore any further request for them but we'll need to check your account to be on the safe side.
Please just call our specialist collective team on 0800 975 9712 or email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

Danceswithhorses wrote: »

UNBELIEVABLE...
...After all the problems with BG, i thought things were solved.
Eventually my readings were put on the website, even though the gas was estimated @ 01198 for some reason.
I thought, at least Eon and BG have the same (01198) gas reading, and it's pretty close to the correct reading (01174), so let's just forget the whole thing.
5 minutes ago, BG changed my gas reading to the correct figure i sent in 3 weeks ago (submitted 5 times in total), but said they cannot inform Eon of the corrected reading, because 'the meter reading is within the industrial limit'.
So now eon have a final gas reading of 01198 (estimated) and BG have opening reading of 01174 (customer)
wow that's just great thinking BG :mad::mad::mad:

Edit...just called BG collective switch team (55 minutes call)
Adviser was a nice chap and very apologetic, but said all he could do, was put in a 'disputed read' notice, which could take upto 35 working days to sort out.
35 working days...that's 19th December, almost 3 months after the switch started !!!

Hi Danceswithhorses, that does seem daft. Although we wouldn't usually dispute a reading with another supplier if it's quite close, there are other things we can do to make sure you're not charged for the same energy,

I'm sure I can sort this out, please email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

bobstheboy wrote: »

Be careful with your Direct Debits with BG.

I have been with them since February and switched again earlier this month. I had a credit of about £280 when I switched and after I was certain it had gone through got a refund of £100, leaving a balance of £180. My DD for October of £85 was paid and a couple of days later got a statement for gas and electricity up to 23rd October, leaving me with a balance of £196. I decided to check the DD and to my horror it had been reset to £170 for November and December without them informing me. I immediately reset the DD back to £85 and messaged BG demanding an explanation. I await their reply.

Hi bobstheboy, that's not on. You should always be told of any changes and if you manage your account online, we'd usually email you to let you know.

We can check what’s happened for you; please call our specialist collective team on 0800 975 9712 or email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

Marethebare wrote: »

I have tried to switch from Ovo to BGas for this cheap fixed rate. BGas couldn't process my opening meter readings which I submitted via online account, mobile app and using their telephone number. Despite all efforts and an
assurance from a BGas agent, I continued to receive emails advising they had been unable to process my opening readings and I should resubmit.
I have finally given up and this morning renewed with Ovo. I shall have to pay £20 per fuel to BGas to exit.....but, it's worth it to avoid a full year of service/technology problems. 😣

Hi Marethebare, I can understand you switching if we didn't get things right for you and I can make sure we've got the right readings to start your account, so you don't have any trouble getting things closed.
Please just email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

victor2 wrote: »

This does indeed seem to be a disaster in the making.
Where BG's online "system" (for want of a word) was previously showing separate gas and electricity accounts as a result of my switch to the collective tariff, both requiring starting readings, which I had given online and BG confirmed by phone they had - it now only shows a gas account, still requiring an opening reading.
Haven't received my final bill from my old supplier yet, so have no idea what readings they have, except my account with them is now closed.
I can see more phone calls looming, probably a written complaint and a switch to a company who knows what they are doing, even if it costs me money,
Wonder if BG would waive the "exit fee" in light of their incompetence? Cheap Energy Club should at least negotiate that.

Hi Victor2, sorry for all the confusion.
When you're switching to us, your online account will initially just show the order number for your switch request and as we're fully setting up your account, the order is replace with your active account with an account number starting 85.
It sounds like there might have been a delay in switching your gas, which is why your electricity order isn’t showing now but the gas is.
Once both your gas & electricity are fully set up, you'll be able to see both fuels online again.

I'll need to check your account to know more though. Please call our specialist collective team on 0800 975 9712 or email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

British_Gas_Rep_Matt

ripon12 wrote: »

Are bg taking the pee
Gave meter readings got an email confirming but the readings in the email were not the ones I submitted twice!!
Phoned bg gave readings again so thaught all ok
Then get a call from them asking if all is well I say yeah as thaught it was
Now today 2 emails saying non of my readings can be processed
I have just missed a call from them so called back to get our offices are now closed
I honestly wish I had stayed with EDF now as this is getting beyond a joke
If I leave now would I have to pay the exit charges ? I really am not happy about this

Hi ripon2, I totally understand your frustration and if you've spoken to an advisor to provide your readings, you shouldn't need to provide them again.

I'm sure we got them and you can ignore any further request to submit them; however I'll need to check your account to be sure what's happened though.

Please call our specialist collective team on 0800 975 9712 or email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

Danceswithhorses

British_Gas_Rep_Matt wrote: »

Hi Danceswithhorses, that does seem daft. Although we wouldn't usually dispute a reading with another supplier if it's quite close, there are other things we can do to make sure you're not charged for the same energy,

I'm sure I can sort this out, please email your details to talktous@britishgas.co.uk, including your MSE Username & MSE Forums in the subject heading. Thanks, Matt

I've just emailed my details to talktous...hopefully you can sort this 'daft' situation out :sad: