BG Zero Fix October 22

MWT

ccluedo said:

BG are a shower of s...s imho! 

Just remember that this has worked in your favour this time as if they were more coordinated and better managed you would never have been able to get their CS staff to agree to put you on that tariff in the first place...

ccluedo

MWT said:

ccluedo said:

BG are a shower of s...s imho! 

Just remember that this has worked in your favour this time as if they were more coordinated and better managed you would never have been able to get their CS staff to agree to put you on that tariff in the first place...

MWT said:

ccluedo said:

BG are a shower of s...s imho! 

Just remember that this has worked in your favour this time as if they were more coordinated and better managed you would never have been able to get their CS staff to agree to put you on that tariff in the first place...

Inefficiency at it's finest.

To be clear, I had no issue with not getting the tariff....was worth a shot.

I have issue with being strung along for 11 weeks during which they had 10 different opportunities to say what the eventual return phone call said...not available to you and why, but 11 weeks and 10 opps later no way was I not going to OS.

As I say, inefficiency at it's finest.  I feel sorry for their phone and chat staff (to whom I was polite at all times) who no doubt take abuse on a daily basis due to said inefficiencies throughout the company.

dbks

ccluedo said:

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! 

Sorry, there are many contradictions in your post I don't know what you mean.

If BG wish to close your complaint without agreed resolution before 8 weeks, they will issue a deadlock letter as per the industry rules.

You mentioned you received "an 8 week letter saying still investigating" which they are also obliged to issue if that is the case, as it would have said you were then entitled to ask the OS to assist you.

That was about Xmas time as far as I can gather from your previous posts.

Now you say you have a formal email to your complaint 11 weeks from the complaint saying complaint closed.

The OS would not have given the 28 day comment I mentioned until after the supplier had said they were in a position to resolve your complaint. It would have commenced from the time you accepted that proposal.

I do agree with you that it would seem, from your postings, that Britlsh Gas did indeed offer you the proposed resolution after the OS had contacted them, but only to obtain their view, evidence, etc of the complaint you had made.

At that stage, the complaint was no where nearing the investigation stage. About 2 months off if I had to put a timescale on it.

dbks

ccluedo said:

....

(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.)

...

I was certainly not the first poster to have posted about this tariff on this forum.

I have previously identified the poster I think first posted about it, or at least it was where I first read about it from. Unfortunately, that particular poster who first joined this site in July 2021 has not been back since September 2021.

Since they left, and numerous other MSEers had said they too had been given this tariff, I think it is fair to say that I have made a number of posts on this forum suggesting this tariff, much to the consternation of some here.

You can thank me if you wish. But I don't do it for thanks. My thanks comes in the realisation that people here are really benefitting from the posts I make, despite the sometimes negative remarks by others.

ccluedo

Not sure where the confusion lies but apologies if I have.

Timeline re end of process:

22nd Dec finally received a call back from escalations team at BG.  This was followed up within a few mins by an emailed letter.  It confirmed content of phone call which was not avail to you, if u are unhappy contact OS etc . Author was same person as call and confirmed she had all transcripts etc available to her. 

28th Dec snail mail 8 week letter saying they were still trying to resolve and advising OS route was also now available to me......presumably a standard letter auto issued when 8 weeks after raising complaint hit. (ie after complaint raised,  not after original transfer request obv). As I said originally, seems like left hand/right hand.

9th Jan, I created the case via OS website but didn't upload evidence etc until a few days later.

18th Jan: Notification from OS that BG had offered a resolution, would I accept.

19th Jan: Confirmation of my acceptance emailed letter from BG

Hope that clarifies.  Either way, I'm  just more than happy that it has been resolved.

allison445

Shedman said:

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?

It was about 4 days after the second complaint but this complaint was more to do with the fact it had taken them over a month to acknowledge that I wasn't eligible for the tariff as they kept telling me the tariff would update which was a lie .

Although it has been frustrating at times I have persevered and all issues I have had have now been resolved 

allison445

ccluedo said:

MWT said:

ccluedo said:

BG are a shower of s...s imho! 

Just remember that this has worked in your favour this time as if they were more coordinated and better managed you would never have been able to get their CS staff to agree to put you on that tariff in the first place...

MWT said:

ccluedo said:

BG are a shower of s...s imho! 

Just remember that this has worked in your favour this time as if they were more coordinated and better managed you would never have been able to get their CS staff to agree to put you on that tariff in the first place...

Inefficiency at it's finest.

To be clear, I had no issue with not getting the tariff....was worth a shot.

I have issue with being strung along for 11 weeks during which they had 10 different opportunities to say what the eventual return phone call said...not available to you and why, but 11 weeks and 10 opps later no way was I not going to OS.

As I say, inefficiency at it's finest.  I feel sorry for their phone and chat staff (to whom I was polite at all times) who no doubt take abuse on a daily basis due to said inefficiencies throughout the company.

This was my issue if they had just said no your not eligible for this tariff that would have been fair enough but they strung me along for over a month saying it would update to the new tariff before they over a month later told me I wasn't getting it.

lisyloo

What is RHE? Googled it and couldn’t find anything.

Gerry1

Robin Hood Energy, who were taken over by British Gas.

ivanleo

Just to wrap up the topic, my other property now shows Zero Fixed October 2022 as the tariff with a supply start date of 10 December. The first property was a bit of pain but I guess once I had the tariff applied & backdated for one, pushing the line that the tariff was unavailable and switching to it would be impossible would somewhat lack credibility.

The second property was really easy, just 1 request via chat and ta-da 2 days later it's done.