Neon Reef - any views?

Inigo_Montoya

jrawle said:

Inigo_Montoya said:

Just had a brief scan of my new bill

As I suspected BG are now charging from the correct transfer read on november 20th that the NR final bill charged up to rather than the higher read on december 3rd

However the standing charge is still only being applied from december 3rd so they havent fully corrected the billing

So basically my original thought that they may just forget about those missing couple of weeks was indeed just wishful thinking

Just received a new bill from BG, with the previous ones cancelled. I think I'm in the same boat as you.

BG have charged for the missing units I used with Neon Reef from 22 October to 2 December, but charged at their higher kWh rate. However, they have not charged a standing charge for that period. I calculate that the units have cost me an additional £6.81 due to them using the higher BG rate, but the lack of a standing charge has saved £7.06. It seems fair, but more by luck than judgement.

If they do try to send me yet another modified bill to charge a standing charge for that period, I'll be contesting their application of BG's rates, but as it stands I'll call it quits.

So sounds like anybody who did not get an NR final bill produced will end up being charged at the higher BG rate for all units used since their last NR bill irrespective of whether they were used BEFORE november 20th or not

Since NR bill monthly that means you can have up to a months worth of energy charged at the wrong more expensive rate

I wonder how many people will realise what has happened

Grizzlebeard

lisyloo said:

Grizzlebeard said:

Shedman said:

Grizzlebeard said:

Shedman said:
A typo is one thing but making a similar 'typo' on multiple SOLR tariffs issued at different times, not correcting it until several months after having issued it......

The tariff info is generated on standard forms and templates. If the template is wrong the error gets spread all over the place and nobody at BG notices until the complaints start flooding in.
..... then it takes another month or two to fix!

I doubt anyone was complaining about it until they surreptitiously changed it....  

Don't buy it as an excuse for a multi billion pound company.  In any company of that size anything being published relating to contractual information (which this was) would have gone through a review process (or should have done)

I was just commenting on the absurd confusion within BG, and yes, all it would take is a few customers questioning the obvious logical contradiction between a fixed tariff price end date on a variable tariff for them to check it and say "Oops! Didn't spot that!"

I don’t agree the contradiction is obvious.
i genuinely thought there was an initial offering for SOLR customers otherwise known as the “welcome” tarriff.
why is it obvious?

Lisyloo, I've been in total sympathy with your battle against BG's incompetence from the start. 

Trying to say the error should be obvious to BG, not the customer.

Clearly the "Fixed" bit is the headline statement and I fully believe BG should pay for consequences of their own errors, Unfortunately they're one of these companies that use the "Letter of the Law" over the "Spirit of the law" when it's in their favor.

BG are by far the worst company I ever had dealings with (an ex Ebico/Robinhood zero tariff customer who suffered BG frustration and grief too) and I left them as soon as my contract ended.

I was only trying to explain how a common template error could affect many situations, not suggesting it let BG off the hook when they pass the blame onto the customer.

I apologize for the confusion in how I worded my comments. For this comment too if my thoughts aren't clear,  That's down to my old age and less sharp mind.

BW1990

BG are no fun at all at the moment! 

- Have been trying sporadically to get through on BG chat for weeks and weeks now, to update the address on my account (which has been input wrong), chat is always busy. Can't even get into a queue. 

- nobody turned up for my smart meter appointment. not even an explanation why. can't get through on chat to ask/ complain. 

- still not had a bill despite giving monthly readings. can't get through on chat to ask.

- tariff on the app is showing as what is presumably the tariff for the next price cap post April 1st. No explanation as to why the current price caps now not showing. can't get through on chat to ask. 

- same issue as everyone else with the 'price guaranteed until' as everyone else. They can't unilaterally change that, despite what their intention was and despite it being a variable tariff. They advised the price would be guaranteed.... can't get through on chat to complain. 

Shedman

BW1990 said:

BG are no fun at all at the moment! 

- Have been trying sporadically to get through on BG chat for weeks and weeks now, to update the address on my account (which has been input wrong), chat is always busy. Can't even get into a queue. 

- nobody turned up for my smart meter appointment. not even an explanation why. can't get through on chat to ask/ complain. 

- still not had a bill despite giving monthly readings. can't get through on chat to ask.

- tariff on the app is showing as what is presumably the tariff for the next price cap post April 1st. No explanation as to why the current price caps now not showing. can't get through on chat to ask. 

- same issue as everyone else with the 'price guaranteed until' as everyone else. They can't unilaterally change that, despite what their intention was and despite it being a variable tariff. They advised the price would be guaranteed.... can't get through on chat to complain. 

If you haven't done so make sure you contact them (email or phone if you can't get on chat) and say that they owe you £30 compo for that missed appointment.  And if they still haven't credited it within 10 days of the missed appointment (which they failed to do with mine) then contact them again tell them they now owe you £60.    

Patr100

BW1990 said:

BG are no fun at all at the moment! 

- Have been trying sporadically to get through on BG chat for weeks and weeks now, to update the address on my account (which has been input wrong), chat is always busy. Can't even get into a queue. 

- nobody turned up for my smart meter appointment. not even an explanation why. can't get through on chat to ask/ complain. 

- still not had a bill despite giving monthly readings. can't get through on chat to ask.

- tariff on the app is showing as what is presumably the tariff for the next price cap post April 1st. No explanation as to why the current price caps now not showing. can't get through on chat to ask. 

- same issue as everyone else with the 'price guaranteed until' as everyone else. They can't unilaterally change that, despite what their intention was and despite it being a variable tariff. They advised the price would be guaranteed.... can't get through on chat to complain. 

If you can, message them on Twitter. I had a long term issue which was (eventually) sorted.
I'm anonymous on Twitter but sometimes it helps for getting a response. They may not reply immediately though.
They will ask for more details by private message.

paulbounty3

BW1990 said:

BG are no fun at all at the moment! 

- Have been trying sporadically to get through on BG chat for weeks and weeks now, to update the address on my account (which has been input wrong), chat is always busy. Can't even get into a queue. 

- nobody turned up for my smart meter appointment. not even an explanation why. can't get through on chat to ask/ complain. 

- still not had a bill despite giving monthly readings. can't get through on chat to ask.

- tariff on the app is showing as what is presumably the tariff for the next price cap post April 1st. No explanation as to why the current price caps now not showing. can't get through on chat to ask. 

- same issue as everyone else with the 'price guaranteed until' as everyone else. They can't unilaterally change that, despite what their intention was and despite it being a variable tariff. They advised the price would be guaranteed.... can't get through on chat to complain. 

I use facebook messenger to contact BG.

Use this link to make a complaint https://www.britishgas.co.uk/help-and-support/complaints/gas-and-electricity

lisyloo

Grizzlebeard said:

lisyloo said:

Grizzlebeard said:

Shedman said:

Grizzlebeard said:

Shedman said:
A typo is one thing but making a similar 'typo' on multiple SOLR tariffs issued at different times, not correcting it until several months after having issued it......

The tariff info is generated on standard forms and templates. If the template is wrong the error gets spread all over the place and nobody at BG notices until the complaints start flooding in.
..... then it takes another month or two to fix!

I doubt anyone was complaining about it until they surreptitiously changed it....  

Don't buy it as an excuse for a multi billion pound company.  In any company of that size anything being published relating to contractual information (which this was) would have gone through a review process (or should have done)

I was just commenting on the absurd confusion within BG, and yes, all it would take is a few customers questioning the obvious logical contradiction between a fixed tariff price end date on a variable tariff for them to check it and say "Oops! Didn't spot that!"

I don’t agree the contradiction is obvious.
i genuinely thought there was an initial offering for SOLR customers otherwise known as the “welcome” tarriff.
why is it obvious?

Lisyloo, I've been in total sympathy with your battle against BG's incompetence from the start. 

Trying to say the error should be obvious to BG, not the customer.

Clearly the "Fixed" bit is the headline statement and I fully believe BG should pay for consequences of their own errors, Unfortunately they're one of these companies that use the "Letter of the Law" over the "Spirit of the law" when it's in their favor.

BG are by far the worst company I ever had dealings with (an ex Ebico/Robinhood zero tariff customer who suffered BG frustration and grief too) and I left them as soon as my contract ended.

I was only trying to explain how a common template error could affect many situations, not suggesting it let BG off the hook when they pass the blame onto the customer.

I apologize for the confusion in how I worded my comments. For this comment too if my thoughts aren't clear,  That's down to my old age and less sharp mind.

No worries at all. I get now what you are saying and agree.
what should be obvious to a business is not the same as joe public.
personally I’m quite happy. I’ve got a fix and £50 apology, but I appreciate others are not in the same position.
I'm interested in how this plays out. I’m sure there must be legal precedent for such mistakes.
I still think BG will make individuals do the running e.g. small claims, rather than make a wholesale change. Ombudsman is free, small claims is not.

Inigo_Montoya

CRISPIANNE3 said:

Just checked my account and they have cancelled the two previous months bills and replaced them with a bill from 3 December 2021 from when they took over my electric supply from Neon Reef.  Everything looks in order.

Just checked one of my BG accounts again today 

My replacement bill (i.e. the one starting from the november 20th transfer read) has now also been cancelled leaving me with no bills at all

This is starting to get annoying now

tg99

Just logged into my BG account and similar story here - all bills ‘cancelled and replaced’ so no bills now hence account £300 in credit. Says next bill will be in April.

movingon

My replacement bill is still there. I have been charged BG rates for kwh (not daily rate) since my last bill with NR, which was on 31st September. I have queried it, but they say that this is the final reading which NR gave them, and have as such ignored the readings I gave BG and NR on 21st Nov and 3rd Dec. Its a difference of 340kwh, (up to 3rd Dec).  which is not offset by the missing daily rate. 
I have set up a complaint (Again....) but dont hold out much hope, because I guess this time its not BG's fault.