British Gas causing me a lot of trouble over what should be a simple Switchover to EDF.

Socratatus

Hello, there. New here. I`m sorry, but this a long one...

I`ve been forced to come here due to some nonsense from British Gas. About 2 months ago I decided to switch from British Gas to EDF using the  `easy` online switching process.

I`ve been using a pay meter card which means I put money on a British Gas card by store, or phone or net and that goes onto my electric/gas. It was a process I used because it help me keep an eye on my finances. If there was no money on the meter, the electric and gas stopped. I have had some health issues and this really helped me keep an eye on things. It suited me fine for years because I never needed to worry until things improved for me.

Well they have improved. I`ve been keeping solvent for years, no utility debts at all. I decided I could change now to EDF which had a cheaper tariff and was confident enough to pay monthly by DD. I made the application, it was accepted and the change over began. I didn`t realise what I was in for...

1. Problem 1: After a couiple of weeks EDF informed me that there was a problem with British Gas not allowing the switch. They needed me to contact BG and find out what was going on. This was annoying, because I thought the switch was supposed to be seamless without needing my involvement. But I called BG and asked what was the issue. They said I owed cash. This was complete news to me, I was in Credit on both my gas and electric. I owed nothing. I complained to them that this was not the case. They ummed and awed, switched me from person to person, hung up a few times. Finally, after getting quite angry a representative said I owed nothing after all and everything will go through fine. I never got a reason why they accused me of owing money, even though I asked several times. The people on the line seemed foreign (heavy Indian\African accents) and I couldn`t be sure if they didn`t understand what I was saying or just pretending to be ignorant.  I called EDF to confirm with them.

And lo and behold the electric switch happened. A week or so later Got a letter from BG that my Gas would change over on the 6th August. Great.But...

2. Problem 2:

A week later got a letter from BG that I owed money and the switch couldn`t happen, even though I`d got a letter from them saying the opposite earlier. Also got an email from EDF that the switch to gas from BG was being difficult and could I contact British Gas again.

I called BG. Again. Finally after a lot of waiting around they said I owed fees for 2 meter installations made on the 2nd Sept 2017 and the 22nd January 2018. They`re talking about the Smart meter installation that was made at the time that`s all it can be. But I was not informed I would be charged for this. In fact I asked at the time and was told they`d be no charge. Nothing was mentioned about this charge the entire time I`ve been with British Gas until I attempted this Switch in July 2020 and I didn`t even hear what it was for until last Friday 31st july 2020.

I spoke again to someone from BG today 12th August 2020 and they say they`ll escalate it to some higher level. The woman even (privately) told me that BG don`t really like people leaving and they may be trying to dissuade me. She also told me that they use customer service people from very far away. For example she was in South Africa which is one reason why I often get phone hang ups. This also limits what they can actually do.

It really seems like British Gas just hate me leaving and want to make life as hard for me as possible.

I have not had to deal with this kind of thing for a very long time and it`s getting really stressful to come across a company that appears to acting like, well, a complete jerk!

If anyone can help advise, I would really appreciate it. And thankyou for reading if you made it this far!

Mr. Douglas.

Socratatus

"and I didn`t even hear what it was for until last Friday 31st july 2020."

Error on my part.

Correction it was the 7th August 2020, last Friday when I heard what the fees were that they want to charge.

hozza94

As far as we know, a smart meter installation should be free of charge... 
So you are switching providers and also switching the smart meter from prepayment mode to credit mode? 
By the sound of it, this is only due to the utter incompetence of BG. 
Have you sent an official complaint to BG?

Gerry1

Stop phoning.  Post a formal letter via Royal Mail headed COMPLAINT, preferably also obtaining a free Certificate of Posting., and ask for a deadlock letter.  You can also send it to their Residential Energy Managing Director whose contact info is availabale at the CEOemail website.

Go to the Ombudsman upon receipt or after eight weeks if you don't get one.

Socratatus

hozza94 said:

As far as we know, a smart meter installation should be free of charge... 
So you are switching providers and also switching the smart meter from prepayment mode to credit mode? 
By the sound of it, this is only due to the utter incompetence of BG. 
Have you sent an official complaint to BG?

Nope, not switching the meter at all. In fact, right from the start it was understood that EDF couldn`t use the meter. No official complaint sent yet, but I will now.

Gerry1 said:

Stop phoning.  Post a formal letter via Royal Mail headed COMPLAINT, preferably also obtaining a free Certificate of Posting., and ask for a deadlock letter.  You can also send it to their Residential Energy Managing Director whose contact info is availabale at the CEOemail website.

Go to the ******* upon receipt or after eight weeks if you don't get one.

Yes, thankyou, this seems to be the wisest course now. I was hoping to avoid such hassle, but so be it.  I just wanted to confirm from what people such as yourselves, would likely suggest is the best course of action.

p.s Sorry this forum would not let me post with your link in, but I will defintely make use of it.

Socratatus

Thanks to you both by the way.

Socratatus

Update: Well, got a phone call from British Gas yesterday afternoon. A Kenneth (doesn`t sound like a Ken at all, but whatever) told me he`s from the complaint section and I no longer owe the £40 they insisted I owed. I still can`t get a reason why they even started this in the first place. The whole thing still seems to me a way to punish customers for daring to leave them. After this I`ll never go back to BG. However, I`m still waiting to see if the Switch goes over now. Still not convinced.