how to get hold of British gas

andrew28

Hi folks to any of you cleave people know how to get hold of British gas. I have just spent 3 hours and been unable to start a web chat there are now no enqyuiry phone numbers on the bills or site?
Below is the points i am trying to resolve 
How do i issue a formal complaint that gets a real live human being to call me? my reference is 8510 1295 2515. My issues are as below

1_ for the 2nd time you have stolen money from my account. Any time you take the high handed position of taking extra money out of my account by direct debit "without informing" its theft. This time you increased the direct debit by £53.

2_ there are no contact phone numbers on your bill or site. your chatbot cosmo service is so poor as to be none functioning. Its easy to do good service but i feel you are treating me with rubbish service and disrespect. PLEASE do not blame covid its you, all you have to do is employee more agents its not rocket science 

For your info I have tried to engage cosmo to reach an agent at least 10 times. on one occasion i did get through had to wait about half an hour to start engaging with an agent and then your site bugged out and crashed the chat. since then cosmos will not let me go in a queue to talk to an agent no matter how often i try . Why you have no contact numbers is beyond me !

Robin9

@andrew28  The usual notification about changes to the  DD is on the bill following a 6 monthly review.  Don't expect a separate email or letter.

Are you in credit or debit ?

mac.d

You'll probably have a long wait to get through to anyone one but 0333 202 9532.

Taken from complaints page: www.britishgas.co.uk/complaints/make-a-complaint-credit.html

elsien

If you’re planning a complaint and wishing it to be taken seriously I would suggest rewording to remove the more emotive parts such as accusing them of theft and keep it factual. 

Personally, I’d go the formal route rather than a phone call. Always good to have a record. 

From their website: 

 If you’re not able to use our live chat (above), here are some other ways you can get in touch with your complaint.

Telephone

Call us between 9am to 5pm, Monday to Friday on this number 0333 202 9532. 

Write to us

Complaints Management Team
PO Box 226
Rotherham
S98 1PB

Cardew

I have had exactly the same problem. A email adress I had doesn't work and a phone call states I should go on-line. I did manage to get someone on webchat. He was working from home and couldn't answer my query; but confirmed that BG do not have a 'functioning email address for customers' I have this on the transcript of the webchat.

I have written to BG but no doubt I will have left BG before they reply.

elsien

Also from their website:

View a copy of our complaints handling procedure We're listening (PDF 2.6MB).

If you would also like to view a copy of the "Gas & electricity (Consumer complaint handling standards) Regulations 2008", please visit www.legislation.gov.uk.

Cardew

elsien said:

From their website: 

 If you’re not able to use our live chat (above), here are some other ways you can get in touch with your complaint.

Telephone

Call us between 9am to 5pm, Monday to Friday on this number 0333 202 9532. 

As I state in the above post this telephone number hasn't worked for a long while(I have just tried it again) You simply get a recorded announcement stating 'we are unable to accept calls on this number' and tell you how to go on-line and what to do if you have gas leak.

Similarly any email get the same response 'go on line' and all their outgoing emails are 'no reply'.

andrew28

Robin9 said:

@andrew28  The usual notification about changes to the  DD is on the bill following a 6 monthly review.  Don't expect a separate email or letter.

Are you in credit or debit ?

i am in credit 

andrew28

mac.d said:

You'll probably have a long wait to get through to anyone one but 0333 202 9532.

Taken from complaints page: www.britishgas.co.uk/complaints/make-a-complaint-credit.html

many thanks 

st999

I managed to cancel my free boiler cover on Friday using their chat, took me about 5 minutes.

andrew28

Cardew said:

I have had exactly the same problem. A email adress I had doesn't work and a phone call states I should go on-line. I did manage to get someone on webchat. He was working from home and couldn't answer my query; but confirmed that BG do not have a 'functioning email address for customers' I have this on the transcript of the webchat.

I have written to BG but no doubt I will have left BG before they reply.

dam that is so frustrating