Supply address problems (People's Energy to British Gas)

alphawhisky

Hi all,

Hoping someone can offer some guidance on the best approach to take. I was a People's Energy customer impacted by their recent collapse. Over the last wee while, I've received email communications, though nothing in writing from British Gas. Today, I received an email confirming that my account has been set-up. It contains a customer reference number and a supply address.

However, the supply address is wrong. Not just slightly wrong, but an address 20 miles away from me (different town, postcode, etc.) I have no idea how this has happened, but something has obviously gone awry with the data processing.

I phoned their helpline in a panic and received confirmation that there is absolutely no issue, though the person I spoke to didn't really want to acknowledge the email nor the mistake contained. More broadly, I don't know if this is a GDPR breach, but right now, I just want to make sure that both my supply and existing credit balance is secure.

I haven't been able to access my online account (I was already registered, previously having been a British Gas customer - both in terms of energy supply and home cover). Any time I try to log-in, I receive errors ("Something went wrong"). 

Any idea what I should do next? Should I just wait and see what happens, or should a complain be escalated to British Gas for them to look into this in more detail? I suspect I'll not get very far over the phone, but happy to write to them. 


Thanks!
Andy 

Gerry1

It won't be much consolation, but the British Gas switching process is an omnishambles, it's not just you.

I started a switch on 5 October but the app and website still say that my estimated start date is 25 October and that they're still setting up my meter.  I've given them meter readings four or five times and they're logged on their system, but the app and website still keep saying that there's a problem and that I should phone them, which I've done umpteen times.

In my case it seems the only solution is to wait a few months.

However, I suggest you send a letter headed COMPLAINT and get a free Certificate of Posting.  At least that will start the clock ticking so that you can go to the Ombudsman after eight weeks, and it may trigger a faster response from BG.

alphawhisky

Thanks for that! Do you know, in terms of escalating to the ombudsman, whether an email complaint is sufficient? Or does it need to be a formal, posted complaint? 

Sorry to hear of your issues - can't believe they are managing to make such a mess of this! 

Gerry1

A letter posted to BG is better because it's deemed to have been delivered.

However, you can complain to the Ombudsman online.