Neon Reef - any views?

Gerry1

worrywart_3 said:

thozza said:

lisyloo said:

elucidate said:

The way British Gas are talking, I very much doubt you need to actually chat to anyone before taking the plunge. Nonetheless, it's good to have some kind of written proof.

1. To chat, go to the "Help & Support" section of their website, and click on the "Chat" button on the bottom-right.
2. Say "Joining" when the bot asks what you need help with.
3. When asked if you are the account holder, say "No". You will then be put through to a human.
4. Tell them what you want. At this point, most of us are being told you will have to sign up to whatever tariff you can find on the BG website, then ask them to switch you over to the Zero Fixed Oct 22 tariff once you are on supply.
5. Use this link to sign up if you want to avoid being re-directed to the British Gas Evolve website: https://www.britishgas.co.uk/GetAQuote/new/quote-details?cid=bgEvolve_redirectBAU

Thank you so much
Isn’t this a risk - that it’s not available when you want to switch and you’re then on something more expensive?
apologies if I’m miss8ng something - I may well be

Can't see the risk, they put you on the SVR to set you up with an account, then backdate you to the start on the zero fixed October 2022 tariff, if you keep the chat transcript as proof of the deal then I can't see why they wouldn't honour the agreement? 

Because your knowingly trying to sign up to a tarrif that your not entitled to it’s for military personal same if you tried to use a nhs discount it accepted it at checkout then they found the name didn’t match to the nhs discount card you used? 

That's absolute tosh, at least in my case.

There was no mention whatsoever about it being restricted to military personnel, or anybody else and I signed up as an ordinary customer.  It's been confirmed several times (including an email from a named senior manager) that I would start on the SVT but then be switched to Zero Fixed Oct 22 and backdated to the start date.  That hasn't yet happened.

I also switched to Variable DD but BG then sent a letter saying that they'd cancelled my DD so I'd be charged more.  It's just bait and switch, or sheer incompetence: my account still isn't set up and I can't see or submit meter readings.

If the next DD doesn't bring the balance to zero or is not reflecting the Zero Fixed Oct 22 rates then I'm off to the Ombudsman, it's overcharging plain and simple.

TonySimon

Gerry1 said:

worrywart_3 said:

thozza said:

lisyloo said:

elucidate said:

The way British Gas are talking, I very much doubt you need to actually chat to anyone before taking the plunge. Nonetheless, it's good to have some kind of written proof.

1. To chat, go to the "Help & Support" section of their website, and click on the "Chat" button on the bottom-right.
2. Say "Joining" when the bot asks what you need help with.
3. When asked if you are the account holder, say "No". You will then be put through to a human.
4. Tell them what you want. At this point, most of us are being told you will have to sign up to whatever tariff you can find on the BG website, then ask them to switch you over to the Zero Fixed Oct 22 tariff once you are on supply.
5. Use this link to sign up if you want to avoid being re-directed to the British Gas Evolve website: https://www.britishgas.co.uk/GetAQuote/new/quote-details?cid=bgEvolve_redirectBAU

Thank you so much
Isn’t this a risk - that it’s not available when you want to switch and you’re then on something more expensive?
apologies if I’m miss8ng something - I may well be

Can't see the risk, they put you on the SVR to set you up with an account, then backdate you to the start on the zero fixed October 2022 tariff, if you keep the chat transcript as proof of the deal then I can't see why they wouldn't honour the agreement? 

Because your knowingly trying to sign up to a tarrif that your not entitled to it’s for military personal same if you tried to use a nhs discount it accepted it at checkout then they found the name didn’t match to the nhs discount card you used? 

That's absolute tosh, at least in my case.

There was no mention whatsoever about it being restricted to military personnel, or anybody else and I signed up as an ordinary customer.  It's been confirmed several times (including an email from a named senior manager) that I would start on the SVT but then be switched to Zero Fixed Oct 22 and backdated to the start date.  That hasn't yet happened.

I also switched to Variable DD but BG then sent a letter saying that they'd cancelled my DD so I'd be charged more.  It's just bait and switch, or sheer incompetence: my account still isn't set up and I can't see or submit meter readings.

If the next DD doesn't bring the balance to zero or is not reflecting the Zero Fixed Oct 22 rates then I'm off to the Ombudsman, it's overcharging plain and simple.

Hi.  Well it was thanks to you that I found out about this tariff.  I was told it was for forces staff and tried the next day and he said he had moved me to this zero Oct 22 tariff. He said online will not update for 25 days.

MWT

Gerry1 said:

If the next DD doesn't bring the balance to zero or is not reflecting the Zero Fixed Oct 22 rates then I'm off to the Ombudsman, it's overcharging plain and simple.

I'm actually hoping you do need to take this to the Ombudsman (sorry about that) as I am curious to see how they treat this.

Effectively it is hard to deny that you are all going after a 'mistake' tariff given how many reports there are of having to 'shop' various reps to find one willing to put you on the tariff with many denying the request.

'Bait and switch' is a bit strong as it is more like hunting down a weak link to find a rep who will move you to something they are not supposed to be offering as a current tariff.

In the circumstances I'm not sure which way the Ombudsman would jump, could be just a 'customer service failure' which is typically £30-50 compensation and a free switch away if you don't want to stay... or it could be an instruction to BG to put you on the tariff, but the Ombudsman generally stops short of directing a supplier to honour a mistake...

So, sorry again Gerry, but I do hope someone, if not you does take it that far so we can all learn from the experience.

worrywart_3

Scottish power promised me a tarrif once that was an old tarrif ie one that you couldn’t sign up to anymore not one that was restricted to certain people they would not honour despite the fact it was their recommendation not one I had asked for, this one has terms and people are actively searching for someone who will mistakenly put them on it without reading the terms they are going on live chat and keep trying till someone makes a mistake, actively trying to find someone to do it knowingly trying to gain a discount they are not entitled to and that’s a gamble, same as ordering things that are obviously price mistakes online.
The members of staff making that mistake could well get in to trouble for it as well.

Penelopa.Pitstop

My HID display shows new prices from BG, so looks like my meter was taken over by BG now. If I'm bored, I may try to get back my Eco 7. Just have to check price, to see if it's worth it.
-------------------
Actually, with 24% of usage at night, flat tariff is minimaly cheaper.

ViperBugloss

Dephead2004 said:

Received the BG contract email. Noticed that I'm on a single tarrif rather than economy 7 dual tarrif, which is available on the welcome to bg tarrif.
Called up the NR dedicated BG line to correct this before we get mired in backdating etc.
50 minutes on hold later sent from reception to meters to credit control. Can't do anything until the magic December 2nd.

Any advice?

I have just had the same problem.

On Monday I got this information from the BG website for Economy 7.
Standing Charge 25.75p/day
Day Unit Rate 25.351p/kWh
Night Unit Rate 13.034p/kWh

Today's information
Standing Charge 25.644p/day
Unit Rate 21.607p/kWh

I have done some calculations and since I rely on night storage units for my heating, it would be more costly for me to accept the standard rate. I telephoned their 0330 100 0056 number and spoke to someone (I am not sure where). They were trying to help but took a long time and I terminated the call and requested that they called me back. (I am not sure if the 0330 number incurs a call charge). They have not called back so I have started a complaint with British Gas and I have received a complaint number. I stated in the complaint the charges that I was expecting to incur. I have made a note on my calendar for the eight week response time before going to the Energy Ombudsman.

Customer service is so poor nowadays, that starting a complaint often seems to be the only way to get help.

Dephead2004

ViperBugloss said:

Dephead2004 said:

Received the BG contract email. Noticed that I'm on a single tarrif rather than economy 7 dual tarrif, which is available on the welcome to bg tarrif.
Called up the NR dedicated BG line to correct this before we get mired in backdating etc.
50 minutes on hold later sent from reception to meters to credit control. Can't do anything until the magic December 2nd.

Any advice?

I have just had the same problem.

On Monday I got this information from the BG website for Economy 7.
Standing Charge 25.75p/day
Day Unit Rate 25.351p/kWh
Night Unit Rate 13.034p/kWh

Today's information
Standing Charge 25.644p/day
Unit Rate 21.607p/kWh

I have done some calculations and since I rely on night storage units for my heating, it would be more costly for me to accept the standard rate. I telephoned their 0330 100 0056 number and spoke to someone (I am not sure where). They were trying to help but took a long time and I terminated the call and requested that they called me back. (I am not sure if the 0330 number incurs a call charge). They have not called back so I have started a complaint with British Gas and I have received a complaint number. I stated in the complaint the charges that I was expecting to incur. I have made a note on my calendar for the eight week response time before going to the Energy Ombudsman.

Customer service is so poor nowadays, that starting a complaint often seems to be the only way to get help.

That looks about the same as me. I'm hanging on until Dec 3rd and will get it sorted then as they said. If not I'll follow your lead and complain. Agree that complaints seem to have authority to act, compensate and apologise as appropriate.

Call is chargeable unless you have free minutes as part of your package. 

[Deleted User]

So Neon Reef escapes payment of £350k? 

https://www.ofgem.gov.uk/publications/neon-reef-limited-provisional-order-0?utm_medium=email&utm_source=dotMailer&utm_campaign=Daily-Alert_24-11-2021&utm_content=Neon+Reef+Limited%3a+Provisional+Order&dm_i=1QCB,7MW1F,7DAEHV,V3ND0,1

Shedman

Deleted_User said:

So Neon Reef escapes payment of £350k? 

https://www.ofgem.gov.uk/publications/neon-reef-limited-provisional-order-0?utm_medium=email&utm_source=dotMailer&utm_campaign=Daily-Alert_24-11-2021&utm_content=Neon+Reef+Limited%3a+Provisional+Order&dm_i=1QCB,7MW1F,7DAEHV,V3ND0,1

Can't really pay what it doesn't have....so not much point Ofgem pursuing it.  I would imagine HMRC has first call if anything at all (unlikely) is salvaged by the administrators.

[Deleted User]

Anyone else just received another 'helpful' email from our buddy, Neon Reef, about the Final Account process etc?