British Gas Customer Services Appalling

betsybleu

Tried 3 times/3 no's with a wait of 35 - 59 mins on all. Unacceptable. Am querying a Late Payment Fee on an estimated bill issued at 28 days. As this is a rental property and tenants had vacated whilst I was on holiday, I didn't pay this bill as I wished to visit to check property and take a current reading and couldn't understand why they would send me a new bill so quickly. I assume there was a need to raise revenue given the fine they have to pay to Business Customers.Sent in new reading, issued new bill (within three months) with this LPF charge of £13 attached. Customer Services told me they can issue a bill whenever they like and if its not settled by the date shown a LPF will be incurred. Checked BG website which states unless you request monthly bills they will be issued quarterly or if paying by DD six monthly.
I don't think ASA would be in agreement BG can change their billing policy when it suits them?
CS was not prepared to give me a refund so am awaiting contact from the complaints dept.
I also received a welcome pack dated 28 days after getting the property back informing me I would be put on a Temporary Tariff. The pack is dated the same day as the first bill.
Yes I know my obligations to contact BG about changing tariffs or not before the tenancy expires but my issue is with being charged a LPF after only 28 days. Can they do this?

System

betsybleu wrote: »

Tried 3 times/3 no's with a wait of 35 - 59 mins on all. Unacceptable. Am querying a Late Payment Fee on an estimated bill issued at 28 days. As this is a rental property and tenants had vacated whilst I was on holiday, I didn't pay this bill as I wished to visit to check property and take a current reading and couldn't understand why they would send me a new bill so quickly. I assume there was a need to raise revenue given the fine they have to pay to Business Customers.Sent in new reading, issued new bill (within three months) with this LPF charge of £13 attached. Customer Services told me they can issue a bill whenever they like and if its not settled by the date shown a LPF will be incurred. Checked BG website which states unless you request monthly bills they will be issued quarterly or if paying by DD six monthly.
I don't think ASA would be in agreement BG can change their billing policy when it suits them?
CS was not prepared to give me a refund so am awaiting contact from the complaints dept.
I also received a welcome pack dated 28 days after getting the property back informing me I would be put on a Temporary Tariff. The pack is dated the same day as the first bill.
Yes I know my obligations to contact BG about changing tariffs or not before the tenancy expires but my issue is with being charged a LPF after only 28 days. Can they do this?

You have asked this before. Each supplier has its own written terms and conditions, and you had a 14 day cooling off period in which to read them and cancel the contract. If what is stated on the supplier's website is misleading then you may have a case against the supplier for mis-selling. You do though need to think through carefully where a cancelled contract would leave you.

chrisw99

Use the live chat on the website, I've used this twice in the last 3 weeks and had much much better service than the times I've phone called.

betsybleu

This was posted in the wrong section, so apologies if you have read this twice.

My issue arises as I was in Australia when the tenants moved out and the gas supply was automatically transferred back to me, the landlord. By the time I returned and was able to visit the property British Gas had raised a bill (28 days).
I will check their T & C’s.

I will try the live chat and see if that is helpful.
Thank you