British Gas Collective Fix Oct 2017.. problems

Cardew

consumers_revenge wrote: »

and more importantly have anyone received their £30 referral cashback yet?


Thanks.

Got mine weeks ago(16 Nov)

consumers_revenge

Anyone any idea on who to chase please?

[Deleted User]

From CEC website

CONTACTS

If you have any queries or concerns, you can email us at energyclub@moneysavingexpert.com Please include your full name, the email address you joined with and your postcode.

FrankRizzo

MSE_Laura wrote: »

Hi all,

If you're having any problems with your switch at all, you might want to give the specialist collective team at British Gas a call on 0800 975 9712. This is a dedicated team which has been specifically trained to handle queries relating to the collective tariff and has additional access compared to the normal customer service teams.

If you'd prefer to email British Gas, then you can do so on their special collective email address on msecollectiveswitch@contactus.britishgas.co.uk

Thanks,
MSE Laura

thank laura

Former_MSE_Laura_B

rparry wrote: »

I have been advised that my gas switch has been completed but that MSE Cheap Energy Club is awaiting confirmation of completion of the electricity switch. As far as my old supplier (Southern Electricity) and British Gas are concerned it is complete and I am now paying BG a direct debit and have paid the final account to SE.
Anyone else had this happen. My cashback it awaiting resolution of the electricity switch.

consumers_revenge wrote: »

Mines still showing as in progress in the cheap energy club site although BG actually swapped me on the 30th SEPT.


So the question is MSE........why am I still showing 'Switch in progress@ and more importantly have anyone received their £30 referral cashback yet?


Thanks.

Hi both,

We have a special process in place where the relevant team at British Gas has to directly confirm to us that each fuel has switched over. Once British Gas confirms your switch as complete to us, it passes along the switching referral fee which we then split with you to pay your cashback.

It usually takes around 3 months for this process to be carried out, but it can sometimes take up to 6 months depending on how long it takes for the supplier to update us on your switch. We sometimes also get confirmation of one fuel before the other.

We're continually chasing British Gas in the background for an update on your switch and as soon as we hear back from it, we'll send you an email to let you know.

I hope this helps.

MSE Laura

1baloo

What a nightmare. Switched over with MSE/MONEYSUPERMARKET to British Gas....was that a mistake.

They asked for my direct debit details at the time of joining via MSE sight (so they have my bank details!) in September! They requested meter readings which they have received straightaway AND my actual meter unique codes. They took over my gas/electric in October.

I then got a request for DD details and my initial gas/electric readings which I have given! They then sent me a payment card saying I needed to top this up to use my gas/electric! I sent an email for someone to contact me.......4/5 emails later nothing. Today I contacted them myself asking what was going in (via chat service). They said someone will be in contact with me within 28 days. I said if no one contacts me by tomorrow I will leave BG and pay what is owed as they are estimating my spend as they have lost my DD bank details and meter readings.

MSE why tarnish your excellent reputation by working with companies that cannot keep customer details safe. Is this the way MSE is going after Martin sold the business. If so I will not use MSE or money supermarket again.

Don't lower your standards, or do back handed deals with companies who cannot get the basics right just for a bit of commission.

I'll wait 24hours and change to a different supplier and you can take the £60 cashback for changing supplier.

I left BG many many years ago for there ridiculous prices and this is the first time I gave come back.......who hat a mistake.

1Baloo

consumers_revenge

BG came back to me confirming the switch yet the CEC still shows as switch in progress. I have email the CEC reply to my original request including BG confirmation but nothing.


Looks like the CEC is the staller here? Looks the £30 will be going for a burton.

BargainJunky

What a nightmare! I was supposed to switch both from EDF to British Gas on 20th October. Electricity switched fine gas was stuck in limbo. Thought it was all sorted today and British Gas were compensating me for the additonal costs incurred. Unfortunately discovered that the costs with British Gas are more expensive not cheaper!

I am now trying to work it out as the British Gas lady has never experienced this problem. The saving was supposed to be around £300 over the year but in the period 20/10 to 14/12 I would have been paying around £12 less for gas with EDF than British Gas.

If they had not messed up the gas switch over I would have been none the wiser.

consumers_revenge

Does 'British Gas Rep Matt' still log onto these boards? If you do can you please let us know.


Thanks.

BarbaraVB

This is an email I sent British Gas explaining the big mess they've made of my switch and that is resulting in me having to pay twice every month for gas (both eON & BG).

Dear British Gas,
I am contacting you regarding our switch from eON to yourselves. We initiated this switch on 20Sep16 and even to this date (15Jan17!), and following numerous phone calls, there are still many problems that have not been addressed and that are resulting in me paying twice every month for gas (because I'm having to pay to eON and yourselves for gas). I am also really unimpressed that you are failing to call me back despite telling me you would on several occasions, so I'm having to resort to emailing and if I can't get through to anyone to finally sort these problems out, my only next step can be to escalate this to the Ombudsman.

I will start at the beginning as the issue is complex because you've really made a hash of my switch to yourselves:

We initiated the switch on 20 Sep16. The switch was for both electricity & gas to be transferred from eON to yourselves.
We were asked by yourselves to provide only our electricity meter reading on 10Oct16. We did not get asked to provide gas meter reading until 13Nov16. Both of these we provided via text, so we have a written record of our communications to you on these.

In November, we noticed that we had been charged by both eON and British Gas. We didn't worry too much about it at this stage, however, in December we again got charged by both suppliers, so I called you right away on 30Dec16. Two phonecalls to your general contact number (08001070344) and in both occasions, the advisors put the phone down mid-sentence. I used two different phones (my landline & my mobile) so I doubt it was anything to do with the line. Also, the fact that they both did it whilst they were talking (and only after they realised it wasn't a straight forward enquiry to solve), makes me think this is common practice by your advisors, that don't want to deal with collective switch problems. That gives customers no way of solving anything if you are simply going to put your phones down on us. I would like to highlight that the conversations were completely amicable, and that I gave no reason to the advisors to put the phone down on me other than the massive complexity and mess you've made of my switch.

I called again, and asked to please not hang up on me. They didn't. I was able to explain the issues fully. The advisor told me that the switch had been completed on the 10th Oct16 for both electricity and gas, and that the National Database showed that you (BG) were providing me with both fuels from that date. I was a bit surprised that gas had been also switched on the 10Oct16, since we were never asked to provide readings until the 23Nov16. So I logged onto my BG website, and lo and behold there were both electricity and gas readings for 10Oct16. The gas reading, however, I have no idea where those numbers came from. I mentioned this to the advisor and gave her the closest meter reading we had to the 10Oct16 (one that we had taken on the 14Oct16 out of pot luck).

Anyway, I called eON, and they told me they were indeed still my GAS providers, and that BG had not even made an application to transfer my gas. They checked my Meter point reference number, they checked my gas meter serial number and they confirmed that they themselves had the correct details and were providing gas for the correct meter. They suggested BG may have swapped the wrong gas meter and recommended I checked with BG that they had the correct meter point reference number and serial number.

I found the number for a dedicated collective switch customer services line. This was on 23Dec16, I think. The person I spoke to (Crystal) was extremely helpful and did do some checks that are very valuable, however, committed to follow the case herself and to call me back yet she did not, so I'm once again unable to get through to anyone that will actually solve the problems you've created and that I'm having to endure & pay for. She checked that the gas meter was the correct one (yes it was); she checked the National Database again and then called the Independent Gas Transporter (IGT) which confirmed what eON had said all along - they are still the gas providers! She said there were a lot of things that didn't add up and things that were contradictory. She said she'd call me back the next day, but didn't. I called again on Thurs 12 Jan17, mentioned to please be put through to Crystal as she was handling the case and was told she'd give me a call back as soon as she was off the phone. She did not. I called again today 15Jan willing to speak to any advisor and your lines are off. So here I am.

In the meantime, I'm paying £79 to eON, every month (on top of your dual fuel costs) because you've failed to provide a switch you initially said was completed by 10Oct16. I switched to yourselves because you have a more competitive tarif, so I am expecting a refund of all the extra eON costs that you've made me incur because of your failure to complete a switch.

I shall be calling you again and if I have to, I will escalate to the Ombudsman.
Many thanks,
Barbara