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British_Gas_Rep_Danny

sandyl wrote: »

Hi Danny,

I have forwarded my emails to you in the hope that you can resolve this as soon as possible. I'll update the forum as and when.

Regards,

Sandyl

Thanks sandyl,

We'll be back in touch via email asap.

Cheers, Danny

sandyl_2

British_Gas_Rep_Danny wrote: »

Thanks sandyl,

We'll be back in touch via email asap.

Cheers, Danny

Well, I received a response of sorts. It came from complaints so not sure if this is as a response to my email to you or an earlier one. In any case, they said that they tried to contact me on 16 Mar but I have no record of any calls made. They also state that the gas issue is a know problem and they are working to resolve it and will be in touch again on 1 April 2016.

My response is simple:

1. If the gas issue is known then what is it and who is to blame?
2. Why wait another 2 weeks before contacting me? This should be resolved sooner and not allow BG another 2 weeks to resolve.

It seems to me, rightly or wrongly, that I am being fobbed off and the email is an "opportunity" to allow BG to delay any further complaint I may have. I have, of course, replied accordingly.

Sandyl

British_Gas_Rep_Jamie

sandyl wrote: »

Well, I received a response of sorts. It came from complaints so not sure if this is as a response to my email to you or an earlier one. In any case, they said that they tried to contact me on 16 Mar but I have no record of any calls made. They also state that the gas issue is a know problem and they are working to resolve it and will be in touch again on 1 April 2016.

My response is simple:

1. If the gas issue is known then what is it and who is to blame?
2. Why wait another 2 weeks before contacting me? This should be resolved sooner and not allow BG another 2 weeks to resolve.

It seems to me, rightly or wrongly, that I am being fobbed off and the email is an "opportunity" to allow BG to delay any further complaint I may have. I have, of course, replied accordingly.

Sandyl

Hi sandyl, as you’ve escalated this to our Complaints Team, it would be your designated complaints handler that been in touch with you. You’ll just need to get back to them directly regarding how the switch over’s progressing. Cheers, Jamie.

sandyl_2

British_Gas_Rep_Jamie wrote: »

Hi sandyl, as you’ve escalated this to our Complaints Team, it would be your designated complaints handler that been in touch with you. You’ll just need to get back to them directly regarding how the switch over’s progressing. Cheers, Jamie.

I didn't escalate the problem, although I threatened to. I have not received a response to my questions and it appears that this process is just a means to avoid any time penalties.

BG transferred my electricity and have in fact already started charging me for this. In another twist, I have been advised by NPower that my Direct Debit has been cancelled yet my gas has not been transferred.

I am now completely frustrated as every time I ask a question, I do not receive a response to it. Instead I get platitudes that do not actually help but frustrate and further delay the process.

My reason for transferring to BG was that they assured Moneysaving Expert that they would have the staff to cope with the large numbers transferring. This is blatantly not the case, given the complaints and problems I have read elsewhere.

A very frustrated customer. :mad:

momist

This just reinforces me in my decision to stay where I am, and ignore the "You're paying too much!" emails from MSE.

Doc_N

momist wrote: »

This just reinforces me in my decision to stay where I am, and ignore the "You're paying too much!" emails from MSE.

Too right. All those highly misleading emails have convinced me without any shadow of doubt that since the change in ownership of this website MSE has to be treated with very great suspicion.

Profit is one thing, but misleading information on a website like this is another matter entirely.

momist

Doc_N wrote: »

Too right. All those highly misleading emails have convinced me without any shadow of doubt that since the change in ownership of this website MSE has to be treated with very great suspicion.

Profit is one thing, but misleading information on a website like this is another matter entirely.

That's not what I was getting at. I never meant to criticise MSE, just that I am happy with my supplier and changing to another one (BG) who already has such a poor reputation for customer service, or even to another supplier I have already had a bad experience of, will not tempt me away even to save some more money. Not all money saving is worth it!

MSE_Dan_L

sandyl wrote: »

My reason for transferring to BG was that they assured Moneysaving Expert that they would have the staff to cope with the large numbers transferring. This is blatantly not the case, given the complaints and problems I have read elsewhere.

A very frustrated customer. :mad:

Hi Sandyl

I'm sorry to hear that you've had these issues with your switch.

If you haven't already, I'd suggest contacting the specialist collective team at British Gas about this. This is a team that has been specially trained to handle queries relating to the collective tariff and has additional access compared to its normal customer service teams.

You can contact the team by calling 0800 975 9712.​​ They should be able to help answer your queries.

I hope this information helps.

Any

Hi,
I have tried to switch from Npower to Npower, only to cheaper tariff via the switch.
It is now 5 weeks later and not a beep from Npower!!
Anyone had success switching to Npower through the organised switch?
Worried if I call them direct and switch I won't get my cashback.. But as they are not doing anything at all, will probably loose more than the cashback amount anyway..
Hmmmm...

alipali9

I have had success through the switch first time quite quick, informed about switch within days, second time about four weeks. I have had cash back from first switch awaiting cashback from second switch.(npower to npower)