Neon Reef - any views?

brewerdave

brewerdave said:

Anyone yet seen a "replacement bill" on the website ? Vanished several days ago now 

Still no replacement bill on website or in app. Beginning to wonder if they are disputing NR's final estimates from November. Could get very messy !!

AbbieCadabra

i've just been had a very lengthy & very trying online chat with BG...

Firstly, they are just saying recent bills cancelled due to error. nothing to do with any extra charges to be raised from Neon Reef readings, which i specifically referred to.
But, as already posted, this has already been the case, so i won't put much faith in what BG have said today.

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

paulbounty3

AbbieCadabra said:

i've just been had a very lengthy & very trying online chat with BG...

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

Same thing happend to me yesterday.

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

paulbounty3

paulbounty3 said:

AbbieCadabra said:

i've just been had a very lengthy & very trying online chat with BG...

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

Same thing happened to me

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

Update:

"Thanks for replying. 

As you aren't happy with the breach of contract by removing the price guarantee and want compensation.

I'm escalating your complaint to our team of experts who shall get in touch with you and assist."

Stuart42

Best I could get from BG for the Guaranteed until 31/7 thing was £50

MWT

paulbounty3 said:

Same thing happend to me yesterday.

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

Your call of course, but that isn't solid ground as the tariff details also confirmed that it was variable, not fixed, so the best you've got is conflicting information, not a clear 'win' on that point.

The whole thing has been a mess from the start unfortunately.

lisyloo

paulbounty3 said:

AbbieCadabra said:

i've just been had a very lengthy & very trying online chat with BG...

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

Same thing happend to me yesterday.

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

I think people have said many time this isn’t the right argument.
mistakes are not legally binding.
its better to argue compensation for the mistake and prove your loss as a result of it.

Patr100

lisyloo said:

paulbounty3 said:

AbbieCadabra said:

i've just been had a very lengthy & very trying online chat with BG...

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

Same thing happend to me yesterday.

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

I think people have said many time this isn’t the right argument.
mistakes are not legally binding.
its better to argue compensation for the mistake and prove your loss as a result of it.

Those who got paid for these errors? Did anyone on the BG side explicitly call it "compensation". or did they use a term like " good will gesture/payment"?

lisyloo

Patr100 said:

lisyloo said:

paulbounty3 said:

AbbieCadabra said:

i've just been had a very lengthy & very trying online chat with BG...

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

Same thing happend to me yesterday.

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

I think people have said many time this isn’t the right argument.
mistakes are not legally binding.
its better to argue compensation for the mistake and prove your loss as a result of it.

Those who got paid for these errors? Did anyone on the BG side explicitly call it "compensation". or did they use a term like " good will gesture/payment"?

I believe BG are paying people good will gestures to make people go away (so far although they may have changed their policy just recently).

I have no issue with people getting compensation and I’ve had it myself.

if one were hoping to win in court the consensus is that trying to enforce a contractual mistake is not the right argument legally and compensation for financial loss is - usual caveats IANAL.

if your intention is simply a good will gesture then that’s different to trying to hold them to a contract on principle.

beefturnmail

lisyloo said:

paulbounty3 said:

AbbieCadabra said:

i've just been had a very lengthy & very trying online chat with BG...

Second, they are categorically NOT accepting that the welcome info was misleading in any way. they don't agree that it was misleading to quote variable AND price guaranteed to & tariff ends dates as being confusing nor accept that any customers were given misleading info if they contacted BG at that time.
The removal of the price guaranteed date is not being admitted as a correction of their previous misleading info. 
Absolute, flat out, no reason for complaint - i was initially told "i'll open a complaint now & close it straight away as it isn't valid".

Just wouldn't listen to me no matter what i said!  i even advised that others with same complaint, specific to misleading info & NOT the price rise (they refused to accept i wasn't complaining about the price rise), had complained & received compensation. i was told this was incorrect as no compensation would be given for these circumstances.

first agent was bad enough but he put me through to his 'manager' when i refused to back down (i was still being polite!), & he was even worse. spoke to me like a complete idiot & got himself in a right mess trying to advise why the bills had been cancelled "due to multiple customer contacts", so it's my fault?? he got very snarky, absolutely no need to speak to anyone the way i've just been spoken to.

formal complaint now filed (via the online form) on the original misleading info and the way this chat was handled, appalling way to speak to a customer.

Same thing happend to me yesterday.

I am now making another complaint about the legally binding contract. 

british gas are in breach of legally binding contract (agreement) by removing the price guarantee without my consent.  

I think people have said many time this isn’t the right argument.
mistakes are not legally binding.
its better to argue compensation for the mistake and prove your loss as a result of it.

If if were the case that "mistakes are not legally binding" then anyone could legally back out/change any contract with a simple defence of "I made a mistake" e.g. I said I'd pay you £400k for your house when we exchanged contracts but on completion day, I'm terribly sorry, I made a mistake I meant £350k - my mistake is not legally binding so here's £350k for your house.

So it cant be true that no mistakes are legally binding.  

I'm no lawyer, but I would say It boils down to how serious a mistake was made and whether the other party (i.e. the consumer) should reasonably have realised that a mistake had been made.  I think in this case the mistake was both 'serious' in that it materially changed the nature of the contract ), and that the consumer could not have reasonably known an error was made.