BG Zero Fix October 22

lisyloo

tg99 said:

Grizzlebeard said:

DiseasedBunny said:

Grizzlebeard said:

Ivanleo, the "mistake" does not need to be with the Rep who chatted, spoke, emailed a response to you. Or the Line Manager he/she referred up to, or the Department Manager they  referred up to. There is such confusion, chaos, lack of training and poor communications within BG even the Board of Directors can't find out what's right or wrong or is actually going on.

Every response in this thread supports your position and is just pointing out the pragmatic realities.

If you were mislead, which you and many others clearly have been, the best one can expect is some compensation payment, probably after a lengthy process which will seem more like a battle, Courts or no Courts.

I'm sure in a couple of months there will be a "BG diddled me out of my fix" threads

All that's needed is to edit the title of any one of two dozen or so existing threads and your prediction has already come true.

But yes, there will be more.

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

QrizB

lisyloo said:

tg99 said:

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

It would be nice to see a screenshot from someone's account showing that they have succesfully transferred this month

lisyloo

QrizB said:

lisyloo said:l

tg99 said:

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

It would be nice to see a screenshot from someone's account showing that they have succesfully transferred this month

I was not suggesting the person was deliberately misrepresenting the situation.
just asking whether they have confirmation of the switch rather than just being told it was done (when it might not have been).
I am saying this having been told on chat that a switch was initiated when it wasn’t.

dbks

QrizB said:

lisyloo said:

tg99 said:

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

It would be nice to see a screenshot from someone's account showing that they have succesfully transferred this month

Maybe@Gerry1 will be able to assist you with that? You know @Gerry1 don't you?

If not, loads of other MSE posters have said they have switched or transferred, Surely someone will assist you in your endeavours.

Perhaps you should try PMing them?


Then again, maybe a lot of them can't actually get into their online account? Apparently, according to BG, only about 20% of their customers can ... and they think that is more than acceptable.

Butsome posters have posted transcripts of their webchats that confirm they have been switched/transferred, whilst others have posted transcripts of a switch in progress and a promise to then transfer them, backdated, to the desired tariff once complete ... just like @Gerry1 posted happened to him.

GingerTim

"and a promise to then transfer them, backdated, to the desired tariff once complete"

That almost seems too good to be true...

tg99

lisyloo said:

tg99 said:

Grizzlebeard said:

DiseasedBunny said:

Grizzlebeard said:

Ivanleo, the "mistake" does not need to be with the Rep who chatted, spoke, emailed a response to you. Or the Line Manager he/she referred up to, or the Department Manager they  referred up to. There is such confusion, chaos, lack of training and poor communications within BG even the Board of Directors can't find out what's right or wrong or is actually going on.

Every response in this thread supports your position and is just pointing out the pragmatic realities.

If you were mislead, which you and many others clearly have been, the best one can expect is some compensation payment, probably after a lengthy process which will seem more like a battle, Courts or no Courts.

I'm sure in a couple of months there will be a "BG diddled me out of my fix" threads

All that's needed is to edit the title of any one of two dozen or so existing threads and your prediction has already come true.

But yes, there will be more.

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

The Zero fixed oct 2022 tariff showed up in my online account after a couple of days of them saying in chat they would switch me to this tariff from a different standard variable BG tariff. This is for my other electricity account as opposed to the one I’m switching from NR now which they confirmed could also go onto the zero fixed but would have to switch to the available online tariff first and then would switch me to zero fixed when switch complete.

QrizB

dbks said:

QrizB said:

lisyloo said:

tg99 said:

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

It would be nice to see a screenshot from someone's account showing that they have succesfully transferred this month

Maybe@Gerry1 will be able to assist you with that? You know @Gerry1 don't you?

You keep saying this. I have no idea who Gerry1 is, I could pass him in the street and wouldn't know him from Adam. Or from you, for that matter.

dbks

QrizB said:

dbks said:

QrizB said:

lisyloo said:

tg99 said:

On the other hand, BG did indeed switch me to the BG zero fixed recently when promised in live chat and when tariff was not available for general sale.

Are you saying you have confirmation of that tarrif in email or by letter? Or was it just agreed in a chat?

It would be nice to see a screenshot from someone's account showing that they have succesfully transferred this month

Maybe@Gerry1 will be able to assist you with that? You know @Gerry1 don't you?

You keep saying this. I have no idea who Gerry1 is, I could pass him in the street and wouldn't know him from Adam. Or from you, for that matter.

dbks said:

...
If not, loads of other MSE posters have said they have switched or transferred, Surely someone will assist you in your endeavours.

e.g. the poster immediately above you?.

Mbday

Like other Neon Reef customers on here I attempted to switch to BG’s Zero Fixed October 22 tariff.  I used the online chat facility.  The advisor stated that this tariff was available “in my location” and, as suggested, I took screen shots of the conversation which left me believing I would be able to switch to the tariff once my application as a new customer had been accepted.  I had to join up on a much more expensive Fixed Rate.

The next day (18 November) I emailed, as a precaution, the MD of British Gas (easy to Google his details) outlining my experience, and asking for a member of his team to contact me to confirm that my understanding from the Chat Advisor was correct.

A Customer Manager, from the Executive Office, phoned me the following afternoon. He said that the Zero Fixed Tariff was no longer available.  I pointed out that this had not been my understanding, had screen shots of my online conversation and that further, I was aware that others had been given similar misleading information and they also had evidence of the same.  He seemed quite concerned and asked me to send him the screenshots.  I said I was reluctant to do this if it was going to be a waste of time and I also didn’t want to get the advisor into trouble, as I felt the scale of the problem suggested that this was a wider training issue in BG, rather than one “rogue” Chat Advisor.  I also mentioned the O ( Ombudsman) word. Whilst I can’t recall his exact response, I was left with the distinct impression that something would be done regarding putting me on a more favourable tariff (though not necessarily the Zero Fixed). He also confirmed that no one internally would get into trouble.

We exchanged further emails and I duly sent him the requested information.  

He contacted me again this afternoon.  He thanked me for my help and said it had been used to ensure that staff had been appropriately briefed to ensure the same mistake was not made again (he said the issue seemed to have been with one particular team).  He then apologised for the misinformation, but said he was unable to give me the  Zero Fixed Tariff as it was only available to customers whose supplier had gone out of business and who had then been transferred to BG.  When I pointed out that I was indeed one of those customers (Neon Reef) he hummed and harred a bit about whether I might be put on that tariff when the BG transfer had come through (but I would have to wait and see), before finally saying it was only available to ex customers of Robin Energy (whoever they are)!

I grumbled on a bit about how he too had misled me, that their website tariff information was woefully inadequate (he agreed) and that I had provided him with some really useful information which the company was able to act on, saving them further problems down the line  The most he said he was able to do was offer me £50 to compensate me for my time and trouble.  I told him I thought this inadequate and not what he had led me to expect.  I also stated I would be putting all this on the MSE website forum and that no doubt others might complain and/or take it to the Ombudsman.  He said they were prepared for that.

I confirmed that my calls with him were recorded and so this might be used as evidence should I go to the Ombudsman.  He again seemed unconcerned by this, even though we both know that he strongly hinted at some sort of beneficial tariff in our first conversation.  Indeed he ended by saying he would send me an email confirming I was entitled to take my complaint to Ofgem.

So that is where we are at.  

ivanleo

Grizzlebeard said:

If you were mislead, which you and many others clearly have been, the best one can expect is some compensation payment, probably after a lengthy process which will seem more like a battle, Courts or no Courts.

It's British Gas that wants money from me, not the other way round. If I dispute the bills and it proves impossible to reach an amicable settlement, it's for them to sue me for the money, not the other way round.