Neon Reef - any views?

brewerdave

tg99 said:

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.

My account has not changed .The bill for 1st Feb is still there but no sign of the NR debit or the charge to be raised for the period between NR's demise and the Ist reading/date used by BG. 

CRISPIANNE3

Inigo_Montoya said:

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

My new bill disappeared as well. However I did phone BG accounts about this and the advisor was just as mystified 
as I was. There was no notes on my account as to the reason for the cancellation.  I then gave her the meter readings again from 20th November up until the 3 December. The advisor generated a new bill up until the 7 March and late yesterday was available to view online. 

ivanleo

As a general rule if you give readings on the chat, the advisor can cancel all previous bills and re-generate the bills based on your readings.

OldScientist

There's always something - had the first bill from BG and unlike some others here on the forum at least my readings appear to be correct (i.e. what I sent BG and NR) and the bill is correctly dated from 2 December. However, they have charged all units at daytime rate rather than separate day and night rates (I have economy 7 and a dumb meter). In previous chats with CS over the last three months, they said that this would be sorted (usually in 5-7 days from when I was talking to them!) and backdated to 2nd December. Chat agent today suggested that a change to two rates and backdating may not happen at all...have now raised a complaint to see if I can get a definitive answer on this.

Has anyone who was on economy 7 with NR actually managed to get two rates set up with BG (the agent did say there were quite a few people in this position)?

jrawle

My previous bill was cancelled and re-issued yesterday. The new one is almost identical. I compared the two PDFs and the only difference is the "Estimated annual cost" at the bottom of the first page has increased by £2.10, despite the estimated annual usage being the same. Why would that be? They've decided I'll use more of my annual usage after the price increase? Even so, what a bizarre reason for re-issuing a bill.

Chino

OldScientist said:

Has anyone who was on economy 7 with NR actually managed to get two rates set up with BG (the agent did say there were quite a few people in this position)?

Yes, I have. However, it took four chat sessions over two months to achieve this. In one session I was even told that the Welcome to British Gas tariff did not have an Economy 7 rate.

The agent who finally resolved the problem was able to do it while I was on the chat session, unlike the other agents who either assured me the problem would sort itself out or that they had instructed another team to correct my tariff (obviously none of which happened).

nobby1963

Hi Everyone,
just for information really but I guess the more info we all have the better.
I had only been with NR for a couple of months before they went belly up. Probably like most I thought the price they were charging were too good to be true so it wasn’t the biggest surprise.
However the experience of moving to BG as a seller of last resort has been probably as bad as it could be.
My experience of their customer service ( especially the South African call centre staff ) is one of total amazement, ages and ages to get answered, no call back when promised, complaints closed stating that I was unobtainable and no facility to leave a message - totally untrue, etc etc.
I received an £80 gesture of goodwill to cover my initial issues.
Now though the problems persist, I’ve had to deal with customer services more and it’s been no better, but now the fact that they are saying that even though I’ve been told that my tariff was fixed & guaranteed until the end of July 2022, this was backed up by emails stating the same too. BG are going to put prices up on April 1st.
I've obviously complained again to the exec complaints, they agree that the contract was misleading possibly, but they can’t honour the price fix for the extra 4 months.
I was offered a further £100 credit but for me it’s just not right, I don’t think the credit would offset the extra costs and I’ve turned them down.
I have today received the deadlock letter I requested and submitted a complaint to the Ombudsman.
I don’t know how others feel but I wanted to let you know where I am at.
The sooner the electricity market gets more competitive again and I can leave BG the better.
Good Luck everyone.
Nobby.

Dephead2004

Chino said:

OldScientist said:

Has anyone who was on economy 7 with NR actually managed to get two rates set up with BG (the agent did say there were quite a few people in this position)?

Yes, I have. However, it took four chat sessions over two months to achieve this. In one session I was even told that the Welcome to British Gas tariff did not have an Economy 7 rate.

The agent who finally resolved the problem was able to do it while I was on the chat session, unlike the other agents who either assured me the problem would sort itself out or that they had instructed another team to correct my tariff (obviously none of which happened).

Yes I have from day 1 with the transfer tarrif from nr to BG. Also managed to move to the October fix retaining econo7

OldScientist

Dephead2004 said:

Chino said:

OldScientist said:

Has anyone who was on economy 7 with NR actually managed to get two rates set up with BG (the agent did say there were quite a few people in this position)?

Yes, I have. However, it took four chat sessions over two months to achieve this. In one session I was even told that the Welcome to British Gas tariff did not have an Economy 7 rate.

The agent who finally resolved the problem was able to do it while I was on the chat session, unlike the other agents who either assured me the problem would sort itself out or that they had instructed another team to correct my tariff (obviously none of which happened).

Yes I have from day 1 with the transfer tarrif from nr to BG. Also managed to move to the October fix retaining econo7

Chino and Dephead2004 - many thanks for your replies they at least give me some hope. Looks like I need to go back to chat once more (fifth time now) in order to get this sorted out.

roseview

I've been in correspondence with the complaints team at BG and can't get them past a pitiful £20 offer!