Email address for British Gas?

JohnB47

Does anyone have an email address for enquires/complaints at BG?
I have an outstanding bill and have now been reminded to pay, with the usual 'debt collection agency' warning. I can't get anyone on their 'chat' system and they're saying on their home page to call them only if it is an emergency.
I haven't paid because they used a very high 'end' meter reading for electricity. I have contacted Avro, who I moved to a month ago and they say they need to get the meter reading validated - looks like something they forgot.
So I need to contact BG somehow, to either accept the actual meter reading from me or call off the dogs until Avro contact them but it doesn't seem urgent enough to call them.

[Deleted User]

Hi,

you could try customercomplaints@britishgas.co.uk.

Hasbeen

frugalmacdugal said:

Hi,

you could try customercomplaints@britishgas.co.uk.

LOL The power of spending 2 seconds on Google  

Chocmonster7

Just tried using that email to discuss the threatening emails and texts I've had too and received this:

We’re putting emergencies and the needs of our most vulnerable customers first right now, so we’re not monitoring this inbox. 

We’re sorry, but your email will not be read or actioned.

For the latest updates please see our FAQs at britishgas.co.uk/covid19 or visit our Help & Support section for more help and advice.

gwapenut

Once again, while other companies bend over backwards to help, British Gas make up bills, withhold refunds, and threaten late payment fees and debt collectors.
Funny how they don't have resource to deal with customers, other than to chase fictional debts.
This needs escalating.

mac.d

British Gas took a payment of over £100 for boiler cover from someone I know (who BG have been informed is a vulnerable person) after they changed their existing British Gas tariff to the one that offered free boiler cover. They were first contacted about it this additional payment five weeks ago and despite sending them some information that they required, since them acknowledging receipt of it 3 weeks ago, they've had no further contact from BG. Obviously things will have ground to a halt with the coronavirus and limited staff working, but their lack of action and completely ignoring the request to refund this payment is shockingly poor.

Not sure if they should just have contacted their bank to get the DD payment back or not, but in the meantime, just counting off the weeks until a complaint can be taken to the ombudsman. Though give the current circumstances, who knows how long it'll take for them to get their money back.

MWT

JohnB47 said:

...So I need to contact BG somehow, to either accept the actual meter reading from me or call off the dogs until Avro contact them but it doesn't seem urgent enough to call them.

When you switched to Avro, you should have given them the final meter reading at that time.

Avro then pass that reading to an independent validation company who will approve your reading, or substitute and alternative estimate and then both BG and Avro should use the same number.

Have Avro used the number you provided but BG have not?

If Avro confirm that the validation company approved your reading then that is what BG should be using, in which case you need to send a complaint letter to BG to start the clock running on getting this resolved. Don't depend on email for that, but no harm in sending email as well.

If both Avro and BG are using the same 'wrong' number then you may have to dispute the validation companies estimate, photographic evidence of the actual meter at the time is a great way to do that. Either BG or Avro can handle the dispute.

mac.d

Just a follow up that the issue I posted about has been sorted. This complaint was first started in Febuary, but at least they've finally refunded the money. FWIW servicescustomerteam@britishgas.co.uk was how it was dealt with after an initial web chat, but bear in mind most of the contact was before the current lockdown.

gwapenut

I too have seen my credit - it appeared in my gas account as two successive half credits. 
Presumably each half was for gas and for elec - but since they don't show my elec or ym final bill, they applied both to my gas.
So, final query in this marathon - how do we go about getting a final bill for electricity, for those of us who moved to Avro and have not had a closing elec statement?

JohnB47

MWT said:

JohnB47 said:

...So I need to contact BG somehow, to either accept the actual meter reading from me or call off the dogs until Avro contact them but it doesn't seem urgent enough to call them.

When you switched to Avro, you should have given them the final meter reading at that time.

Avro then pass that reading to an independent validation company who will approve your reading, or substitute and alternative estimate and then both BG and Avro should use the same number.

Have Avro used the number you provided but BG have not?

If Avro confirm that the validation company approved your reading then that is what BG should be using, in which case you need to send a complaint letter to BG to start the clock running on getting this resolved. Don't depend on email for that, but no harm in sending email as well.

If both Avro and BG are using the same 'wrong' number then you may have to dispute the validation companies estimate, photographic evidence of the actual meter at the time is a great way to do that. Either BG or Avro can handle the dispute.

Sorry, just spotted this. Yes I did provide Avro with start readings. I tried various methods of giving BG the same final Gas and Elec. readings (Chat session, emails) but my on-line BG account would accept only gas readings. I had been waiting for Avro to give me my first energy Bill - recent emails from them suggest the account is fully working now, 'cos they've asked me for readings for the first time.

Anyway, I've paid the BG bill to avoid future hassle. When I get my first Avro bill, I'll wait until things settle down and claim back the excess I paid from BG.

JohnB47

Well well well. Just received a telephone call from BG about my email I sent them (to the address given to me by 'frugalmacdougal'). The caller said they agreed with my actual final electricity meter reading and would send me a new bill and a cheque to cover the over payment I'd made after becoming worried about debt collection.

So well done BG. Good result in the end.