Absolute nightmare trying to leave British Gas PAYG, how do I make them stop?

macman

Talldave said:

How does a new account on PAYG accrue a debt??

It doesn't. But it seems that BG have either not set up the new account properly on the meter, or believe that the new occupier is not really 'new' and is attempting to avoid repayment.
Or of course if you move from credit meter to PAYG with a debt, then there is debt pre-set on the new meter.

gersonswhistle

I doubt anyone will see this as this is a really old thread now, but I've been on the phone to and/or messaging British Gas and E.On since 9AM this morning. My switchover has been rejected several more times over since I made this post, always for a mystery debt that shouldn't exist. I've been told that the debt accrued because I somehow hadn't paid the standing charge on the meters from March - June, despite topping it up regularly during that time, but not to worry as it had been wiped. The amount of money repeatedly changes, but always stays in the region of £50. I'm told that the debt has been erased, then the switchover is rejected again, due to apparent debt. I called British Gas this morning after getting another 'You may need to pay your outstanding balance' email on Sunday mornning, only to be told that there was no debt at all on the account and the switchover was still on track, and that the email I received was an error.. They told me to ask E.On for a 'DAP' on my account if the switchover was rejected again, which would apparently guarantee a switchover. I contacted E.On to double check, and they agreed that everything seemed fine. I even gave them my opening meter readings. Then, I received a message from British Gas via Twitter DM, where I'd tried to reach them yesterday, saying my gas switchover was in fact cancelled on August 19th, due to an outstanding balance. I called E.On, who confirmed this was actually the case, and reapplied for me yet again. When I asked about a DAP, no one had heard of it. Is a DAP even real? Nothing comes up if I google it.

I then spoke to British Gas over the phone AGAIN to try and find out what was going on. The person I spoke to this time confirmed that the switchover was indeed rejected on the 19th of August, but would now apparently be processed on the 27th of August as British Gas had realised the rejection on the 19th was an error already. E.On have asked me to call them on Friday to see what the situation is then, so now I'm at an impasse. I have absolutely no faith that the switchover will actually happen this week. I'm certain something else is going to go wrong, and that British Gas will keep rejecting the switchover. I honestly feel like I'm going mad.

I'm currently just sat at my computer in tears. I can't keep doing this. I'm so exhausted. I've lodged a formal complaint and emailed it on to the CEO, but I don't know what else I can do as it's not been long enough to take things up with the ombudsman - apparently it needs to be a certain number of days??? I feel like I'm going mad, being forced to pour money down the drain for this vile vile company. I'm convinced the customer service reps I speak to are either being given the wrong information on purpose or actively being told to lie to me. If anyone has any other advice for me, that'd be great.

Gerry1

It's eight weeks, but there's no harm in going to the Ombudsman straight away on the basis that you've been complaining for months and BG still haven't sorted it out.  There's nothing to lose, the worst that can happen is that the Ombudsman asks you to wait.

gersonswhistle

I attempted to send a follow-up email to the CEO of British Gas, only for the message to bounce - he hasn't left his position between the time I sent the first one an now, which leads me to assume he has blocked my email address. Appalling.