BG Zero Fix October 22

grandadgolfer

Just goes to show that BG haven't a clue and it depends if you strike lucky with agent, the one I chatted with was adamant that the tariff was for emergency use mainly for vulnerable customers and there was no way I would get it. Tried again an hour or so later to be told as I was a new customer I couldn't have it, so all chats/text/screen shots and info of last 6 chats starting from November have been added to my ombudsman's case.

dbks

grandadgolfer said:

Just goes to show that BG haven't a clue and it depends if you strike lucky with agent, the one I chatted with was adamant that the tariff was for emergency use mainly for vulnerable customers and there was no way I would get it. Tried again an hour or so later to be told as I was a new customer I couldn't have it, so all chats/text/screen shots and info of last 6 chats starting from November have been added to my ombudsman's case.

How have you managed to start a complaint with the ombudsman?
Do you have a deadlock letter from BG?
When did you first complain to BG and on what basis?

Shedman

I was on chat with the Complaints team yesterday to find out what was happening with a complaint (submitted on my behalf by another chat agent ) re multiple promises to be switched to this tariff.  At one point I thought I had achieved the Holy Grail as he came back after looking at some things (or maybe consulting someone higher up) and said that I would be switched to it.   I asked if, to avoid any misunderstanding, I had understood it correctly that I would now be transferred to Zero Fixed Oct 22 backdated to start of supply to which they replied Yes thats correct.  

Then went away for a few minutes to sort it out only to come back and say that this tariff was no longer available so I couldn't be switched.  So much for their confirmation! Of course I then made reference to taking complaint to ombudsman and the response to that was basically 'well thats your call if you want to'.  Somewhat disappointed and will have to consider whether to bother with ombudsman (always thought it might be a long shot anyway)

However, one thing I did get confirmed (as much as one can believe any confirmations from chat agents but hopefully being on complaints team this one is more clued up) is that Welcome to BG tariff is definitely fixed until end of July 22.  So not getting on the ZFOct22 tariff should only cost me about £80-90 and at least now I have a chat transcript to throw back at them if it turns out not to be the case.

And to offset that I'm getting £60 compo as they missed a smart meter appointment and then didn't apply the £30 in the required time frame.

ivanleo

Shedman I would definitely take it to the ombudsman, if I can have the tariff I don't see why you can't.

tg99

Just to add to the fun and games, they’ve also now agreed to transfer me from Zero Fixed Oct 22 to Exclusive Fixed Oct 22 v2 as this works out cheaper for my useage. 

Laputa

My switch has only just happened from Neon Reef to British Gas; is this tariff still available via live chat or have I missed the boat?

MWT

Laputa said:

My switch has only just happened from Neon Reef to British Gas; is this tariff still available via live chat or have I missed the boat?

It seems there are still some agents that didn't get the memo so you can certainly try and find one prepared to put you on it...

ivanleo

Laputa said:

My switch has only just happened from Neon Reef to British Gas; is this tariff still available via live chat or have I missed the boat?

I got one of my properties switched a couple of days ago with no fuss at all, but did you switch yourself or did you go through the SOLR process?

Laputa

ivanleo said:

Laputa said:

My switch has only just happened from Neon Reef to British Gas; is this tariff still available via live chat or have I missed the boat?

I got one of my properties switched a couple of days ago with no fuss at all, but did you switch yourself or did you go through the SOLR process?

Thanks, I went through SOLR.

ivanleo

You can try but I'm not sure if it would make a difference. You certainly can't claim you only switched to BG because they promised you this tariff.