BG Evolve / British Gas Evolve Switch Problems

stu888

Going by the number of complaints on Social Media and Trustpilot RE this company I am surprised I can't find a thread on here, so apologies if there is one - perhaps someone can direct me to it?  I am presently switching from Octopus to BG Evolve.  I received an email from BGE 9th May saying my switch was completed, however, since then I have received a Gas Bill based on an estimate and an electricity bill for an entire month (as far as I can see not actually based on anything) for £0.17 (17p).  They have refused to accept my readings saying that they have to use "official" readings for the switch, however I don't see how any reading they could now come up with could be more accurate than mine taken at the supposed time of switch 7 weeks ago, and then again 4 weeks later.  Further it is nearly impossible to contact them on their "web chat" (very long waits and poorly trained staff when you do get through), an email address given out on social media doesn't get any response and there is no telephone number to call (ask and you just get referred back to the web chat).  Having changed suppliers on a regular basis for probably more than 10 years the only time I have met with such poor customer service was during a short previous period with British Gas - I had hoped that they might have changed their attitude towards their customers, but apparently not - more fool me for going back I suppose!  TBH all I want to do is get this switch completed so that I can move elsewhere, but at the moment I am stuck in limbo as I cannot switch again until this switch completed.  Has anybody any similar experiences with BGE or any idea how to actually make contact with them and get them to actually do something?

[Deleted User]

All meter readings on a transfer of a supply go through an industry validation process which is why both your old and new suppliers are using the same estimated meter reading. 

stu888

Thanks, I understand that, but what I do not understand is why  they can't use my reading instead of totally inaccurate estimates  and why it is taking so long for the changeover readings validated.  In fact the old supplier has used a different estimate for the switch/final bill as they said it was taking to long to get the readings from the new supplier - they have said they will re-issue the final bill when they get confirmation of the final reading from the new supplier....it seems to me to be a total lash up.

[Deleted User]

stu888 said:

Thanks, I understand that, but what I do not understand is why  they can't use my reading instead of totally inaccurate estimates  and why it is taking so long for the changeover readings validated.  In fact the old supplier has used a different estimate for the switch/final bill as they said it was taking to long to get the readings from the new supplier - they have said they will re-issue the final bill when they get confirmation of the final reading from the new supplier....it seems to me to be a total lash up.

The requirement to validate meter readings goes back to the days when meters were difficult to read. There are also people who just don’t bother to provide a reading (or cannot access their meter), and some who provide a false reading because it might save them a few pence if the new tariff costs more than there old one. The problem will go away when everybody has a smart meter and all suppliers can accept smart readings into their billing systems.