British Gas Rewards - Hive

AndyCK1

I had an email from British Gas on 21st October offering me 50% off Hive Active Heating, as a reward for being a BG customer following my recent switch. Please note this is different from another offer they currently have running, which is 50% off Hive products excluding Active Heating, valid until 31st Jan 2020


I wasn't sure at that time if I wanted Hive Active Heating, however the offer was valid until 31st December 2019.



Last week I decided to go ahead with it after using an online calculator to estimate the savings over 5 years, however the offer had disappeared from my BG rewards page. I spoke to an online chat agent who advised me to speak to a Hive online agent, and sent me a link. After speaking with the Hive agent, they said I need to contact BG, and gave me a telephone number.


After a lengthy phone call with BG, and forwarding them the email I received which was confirmed to be genuine and valid, I was told the offer was no longer available (despite being originally told it was valid until 31/12/2019 in the email) and as there was no "team" that dealt with BG Rewards, there was nothing they could do to resolve the issue.


The person I spoke to said she could raise a complaint for me, which I asked her to do and send me the details of. I haven't received these details as yet and I'm skeptical now that I will ever receive them.


What would be my next best course of action? Has anyone else been caught out by this? Are there any rules and regs BG have broken by removing this offer before the stated end date? There is a link to view Terms and Conditions in the email, however this link doesn't work as the offer has been removed from my BG rewards page.


Many thanks in advance!

Gerry1

Not much you can do I suspect: When It's Gone, It's Gone ! You'd only have grounds for complaint if you'd had been promised it as part of a contract and they hadn't fulfilled it

As with the sale of any other goods, both the seller and the buyer have to be willing, so if they happen to change their mind earlier than expected it's just too bad.