BG Zero Fix October 22

allison445

After over a month of chasing this up and making a complaint I have now received this reply 

Thank you for your Email regarding tariff 

I understand your concern about the tariff change. However, I see that the requested tariff is not eligible for this account hence, your request was cancelled. I apologise for the inconvenience caused.

Thank you for contacting us.

Kind regards

Customer Service Advisor

Another complaint as to why it has taken over a month for them to advise me of this has now been sent 

ivanleo

allison445 said:

After over a month of chasing this up and making a complaint I have now received this reply 

Thank you for your Email regarding tariff 

I understand your concern about the tariff change. However, I see that the requested tariff is not eligible for this account hence, your request was cancelled. I apologise for the inconvenience caused.

Thank you for contacting us.

Kind regards

Customer Service Advisor

Another complaint as to why it has taken over a month for them to advise me of this has now been sent 

Were you SLOR'ed or did you switch yourself?

allison445

ivanleo said:

Were you SLOR'ed or did you switch yourself?

I was slor'ed just had a call from British gas re my complaint and was told this tariff had been withdrawn before I had asked to be moved to it unfortunately due to technical issues the system was allowing the web chat agent's to initiate the switch before declining it later it has now been updated manually and my account is now showing the zero fix oct tariff.

Shedman

allison445 said:

ivanleo said:

Were you SLOR'ed or did you switch yourself?

I was slor'ed just had a call from British gas re my complaint and was told this tariff had been withdrawn before I had asked to be moved to it unfortunately due to technical issues the system was allowing the web chat agent's to initiate the switch before declining it later it has now been updated manually and my account is now showing the zero fix oct tariff.

Interesting....I also have a complaint in re this as well so hopefully will hear something similar soon.  

How long between your second complaint and getting call ...looks like just a few days from what you've written?

tg99

EDITED! Just logged in having written the below and it’s now changed to Zero Fixed following my chat with them yesterday and my big bill due this week based on incorrect v expensive tariff has been cancelled as the advisor promised. 

My current status: didn’t get updated after 28 days, then said would be done in next 5 days and did not happen still…..now said definitely by start of next week….will give them till then and if not (assume it won’t be) then will do a complaint too.

ccluedo

Since early Oct I had numerous chats and phone calls trying to change to this tariff. Always promised within days but never happened. Then pre Xmas eventually when I mentioned Ombudsman suddenly I got a call back. Rather abrupt call saying I wasn't entitled to it, it was for ex RHE customers blah blah, case closed.  Then a few days later I got an 8 week letter saying still investigating. Left hand/right hand springs to mind!

I then took my complaint to the Ombudsman, provided evidence of calls, letter, and live chat transcripts and less than a week later was offered a resolution which I have accepted.

The resolution is a move to the Zero Fixed Oct 22 tariff, backdated to my initial request date in early Oct.
A £30 gesture of goodwill
A letter of apology.

My account now shows the zero rate Oct 22 Tariff, so just the £30 and apology to come then.

I have to say that whilst I am most definitely unimpressed with BG, I am impressed with the speed of Ombudsman resolution.

(I would love to say thank you to the forumite who highlighted the tariff in the first place but sadly I can't recall who that was.)

Update: Email apology letter now received and £30 credit applied to my account.  Both bills since early Oct recalculated on correct tariff and subsequent overpayment credit applied to my account.

dbks

ccluedo said:

....
I then took my complaint to the Ombudsman, provided evidence of calls, letter, and live chat transcripts and less than a week later was offered a resolution which I have accepted.

... I am impressed with the speed of Ombudsman resolution.

Was this a resolution proposed by the ombudsman service that you accepted, and so the supplier was ordered to perform?

Or was this a resolution put forward by British Gas themselves, and in which the OS had no input?

ccluedo

dbks said:

ccluedo said:

....
I then took my complaint to the Ombudsman, provided evidence of calls, letter, and live chat transcripts and less than a week later was offered a resolution which I have accepted.

... I am impressed with the speed of Ombudsman resolution.

Was this a resolution proposed by the ombudsman service that you accepted, and so the supplier was ordered to perform?

Or was this a resolution put forward by British Gas themselves, and in which the OS had no input?

The latter.

(The OS form asks how you would like the complaint resolved.  I only said move to correct tariff, backdated to original request date.)

dbks

ccluedo said:

dbks said:

ccluedo said:

....
I then took my complaint to the Ombudsman, provided evidence of calls, letter, and live chat transcripts and less than a week later was offered a resolution which I have accepted.

... I am impressed with the speed of Ombudsman resolution.

Was this a resolution proposed by the ombudsman service that you accepted, and so the supplier was ordered to perform?

Or was this a resolution put forward by British Gas themselves, and in which the OS had no input?

The latter.

(The OS form asks how you would like the complaint resolved.  I only said move to correct tariff, backdated to original request date.)

As per the email you would have received notifying you that British Gas were in a position to offer you a resolution before the OS had even got to the investigation stage of the complaint

"If you choose to accept the proposal, the company has 28 days to implement any resolution it has set out"

So it looks like British Gas came good for you in the end, even if you remain "definitely unimpressed" with them.

ccluedo

dbks said:

ccluedo said:

dbks said:

ccluedo said:

....
I then took my complaint to the Ombudsman, provided evidence of calls, letter, and live chat transcripts and less than a week later was offered a resolution which I have accepted.

... I am impressed with the speed of Ombudsman resolution.

Was this a resolution proposed by the ombudsman service that you accepted, and so the supplier was ordered to perform?

Or was this a resolution put forward by British Gas themselves, and in which the OS had no input?

The latter.

(The OS form asks how you would like the complaint resolved.  I only said move to correct tariff, backdated to original request date.)

As per the email you would have received notifying you that British Gas were in a position to offer you a resolution before the OS had even got to the investigation stage of the complaint

"If you choose to accept the proposal, the company has 28 days to implement any resolution it has set out"

So it looks like British Gas came good for you in the end, even if you remain "definitely unimpressed" with them.

BG phone call as mentioned above was abrupt and said not available to me only ex RHE customers. BG formal email to my complaint after 11 weeks..basically said case closed , if unhappy go to Ombudsman. Most definitely only changed their tune after the OS contacted them. 
Only the letter AFTER OS gave the 28days to accept or challenge.

BG are a shower of s...s imho!