Neon Reef - any views?

nobby1963

nobby1963 said:

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.

I called the BG exec office this morning to ask how long the recorded phone calls with customer services agents are kept for - 90 days apparently.
The chap I spoke with said he couldn’t understand why I was being given a deadlock letter as he was of the opinion that customers in my situation were on a fix - as per the information sent and communicated by agents - until the end of July !
He and other colleagues in the executive office, though clearly not all, were interpreting the BG official stance that way.
He called me back shortly afterwards and told me that he was in fact wrong according to his manager in his interpretation and indeed the April 1st price rise does apply to us !
so it seems that some former NeonReef customers dealing with the executive office may have their charges fixed and others not, depending on who you have dealt with.
Clearly this isn’t an acceptable situation.
For me it’s waiting for what the Ombudsman says, with them in the knowledge of this morning’s conversation of course.
Cheers.

hawkwind

Shocking that they are increasing the daily standing charge from 24.383p a day to 47.894p a day from the first of April.

MWT

hawkwind said:

Shocking that they are increasing the daily standing charge from 24.383p a day to 47.894p a day from the first of April.

Not really when you understand why...

https://forums.moneysavingexpert.com/discussion/6339555/mse-update-why-is-the-standing-charge-for-electricity-nearly-doubling-from-1-april#latest

DiseasedBunny

hawkwind said:

Shocking that they are increasing the daily standing charge from 24.383p a day to 47.894p a day from the first of April.

Not really, it’s the ofgem cap…

paulbounty3

roseview said:

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

If BG put the price up before the 31 July 2022 they would be in breach of the Consumer Protection from Unfair Trading Regulations 2008.

QrizB

paulbounty3 said:

roseview said:

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

If BG put the price up before the 31 July 2022 they would be in breach of the Consumer Protection from Unfair Trading Regulations 2008.

Which Regulation, specifically?

StartledJesus

roseview said:

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

However, as per page 8 of the ‘British Gas removes guarantee dates…’ thread, you have since been offered a pitiful £100…

roseview

StartledJesus said:

roseview said:

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

However, as per page 8 of the ‘British Gas removes guarantee dates…’ thread, you have since been offered a pitiful £100…

Yes, that happened since I posted re the £20 offer. Did I say that £100 was pitiful? I don't think so.

StartledJesus

@roseview No you didn't, that was my statement, and not a criticism. Just cross referencing threads, for information. This is an important principle, and the more posters that know about it and complain, the better. 

Patr100

hawkwind said:

Shocking that they are increasing the daily standing charge from 24.383p a day to 47.894p a day from the first of April.

Must vary by region. Not quite what they are telling me: