Energy supplier, could do with help on paying bill (BG).

[Deleted User]

Hi all, could really do with some help here.

My mother was moved to @BG on the folding of peoples energy. She has no internet and no mobile phone (App), she's well in her 80's so that isnt going to change. I have set up her details using a disposable email address but I am unable to pay her bill, I've tried again today following an invite to set-u a DD. This is where the process is breaking down. BG want to verify her card details using Santanders mobile phone app (she has no mobile or app). I've tried calling them but I get an offshore call-centre, I am not attuned to the handlers accent and the handler refused to transfer the call to a UK agent. I've tried using webchat service however no agents are available.

How can I move forward to helping mum  out with this (she's not good on the phone at best of times and really needs me to do this for her).

Robin9

Can't you do it all for her - give BG your bank details and operate the account as if you were her

razord

British Gas are very good at account delegation. If you call them with your mother present, they will create a British Gas account for your email/password with full access to her account.

[Deleted User]

The onus should be on BG to have an accessible system.

[Deleted User]

razord said:

British Gas are very good at account delegation. If you call them with your mother present, they will create a British Gas account for your email/password with full access to her account.

Wont work, my mother is hard of hearing and I had difficulty with off-shore accent. Is there a UK contact?

razord

arctic_ghost said:

razord said:

British Gas are very good at account delegation. If you call them with your mother present, they will create a British Gas account for your email/password with full access to her account.

Wont work, my mother is hard of hearing and I had difficulty with off-shore accent. Is there a UK contact?

I'd call back - I did this a couple of weeks ago for my mum and we had someone in Scotland I think.

Farway

arctic_ghost said:

razord said:

British Gas are very good at account delegation. If you call them with your mother present, they will create a British Gas account for your email/password with full access to her account.

Wont work, my mother is hard of hearing and I had difficulty with off-shore accent. Is there a UK contact?

Is your mother on the Priortiy Services register? May be worthhwlie as a "flag" is then on the account which may help get some leverage & understanding from CS

https://www.britishgas.co.uk/Priority-Service-Register

QrizB

In addition to all the other advice, you can always write to BG. BG's website isbn't very helpful in this regard but from https://www.electricityprices.org.uk/british-gas-billing/ I get the following:

• For general queries and correspondence: British Gas, PO Box 227, ROTHERHAM, S98 1PD.
• For complaints: British Gas, Complaints Management Team, PO Box 226, Rotherham, S98 1PB.

You (or she) could give one of those a try?

[Deleted User]

Farway said:

Is your mother on the Priortiy Services register? May be worthhwlie as a "flag" is then on the account which may help get some leverage & understanding from CS

https://www.britishgas.co.uk/Priority-Service-Register

Tbh, I dont know. I believe she may have been on something similar with PE, would this have been ported across to BG if she was?

bagand96

arctic_ghost said:

The onus should be on BG to have an accessible system.

It’s not British Gas who require Santander verification, it’s Santander.

MWT

arctic_ghost said:

Farway said:

Is your mother on the Priortiy Services register? May be worthhwlie as a "flag" is then on the account which may help get some leverage & understanding from CS

https://www.britishgas.co.uk/Priority-Service-Register

Tbh, I dont know. I believe she may have been on something similar with PE, would this have been ported across to BG if she was?

No, personal account details don't get passed over, she should have registered with the new provider when she switched.