Help needed with woefully negligent British Gas

QrizB

themastergoose said:

Still - With a bit of persistence E.On have agreed to take over the supply again who I used to be with prior to moving to PFP. It was a bit of a faff and a near hour long call to get them to put me onto "E.On Next Flex" - The standard variable tariff - But they've done it. Just received the welcome pack and tariff sheet (It's penny for penny the exact same prices as BG's Energy Exclusive tariff), and they can put it on E7 like it's supposed to be. 
I'll keep up the pressure chasing compensation from BG over the original issue and keep everyone updated. If anyone is in a similar position, E.On at least (And EDF from what someone said earlier) will connected you manually to the standard tariff if you stand your ground and I kept saying to them that disallowing anyone to have the standard tariff is probably illegal. Not sure if it is or not, but it's worked and I'm happily going back to E.On.

I'm glad to hear that you've managed to switch to a supplier that supports your metering arrangement.

Please do keep us updated with the progress of your complaint; as mentioned, you're not the only one in this position and your experiences will help them.

themastergoose

I've got an update.

Firstly, someone from BG called from their "Technical Services" department. He explained he was able to send a message to the smart meter to make it "dumb". It will operate as an E7 meter again but won't send them readings. He said the meter never needed to be changed, as it was a quick fix. 

I can confirm it works, night rate kicked in yesterday as he said it would. Means I'm even more annoyed with BG having taken 5 months to get to this point for what was a 30 second over the air "fix" to the meter.

I've also had a reply to the Ombudsman complaint from BG as follows:

Case file – 

•	British Gas has no power over Mr * PFP Energy credit. They are currently with Administrators. Currently final bills have not been issued from the information that has been sent to British Gas. This is hoping to be done by the end of January 2022 however this is not a guarantee. 
•	British Gas does not support E7 smart meters, this will change in the future. 
•	British Gas accepts that Mr * should not have been left so long without the meter being changed. This is poor from British Gas’s side and feedback has been passed on. 
•	Having checked Mr * account he has both gas and electric accounts active, Not sure if he is still unable to not see his gas account online. 
•	British Gas is happy to set up a correct MDD for Mr * on the same amount he was paying previously and agrees that the requested amount previously was more than likely way too high. 
•	Covid 19 is still having a massive impact on engineer visits to property, British Gas staff members health is as well as customers health is a priority, if an engineer shows any symptoms they follow government  recommended process, sadly that means jobs are getting cancelled at short notice. 
•	I cannot see any evidence to show the Mr * was advised that the first job in November 2021 was cancelled. British Gas if not already will apply SOP compensation for this.

Issue
Comment:
Mr * is unhappy with the level of service he has had from BG since the SOLR process started
Remedy 1
Remedy type: Action
• Arrange for Mr * meter to be changed.
Remedy 2
Remedy type: Action
• Bill the account on E7 rather than single rate from when it was opened. This may entail crediting the account to cover before the meter was changed.
Remedy 3
Remedy type: Goodwill
• Goodwill gesture of £150 to be credited and refunded to Mr * for the overall poor level of service including lack of hot water and heating.
Remedy 4
Remedy type: Action
• SSOP to be applied to the account is not already
Remedy 5
Remedy type: Action
• Letter of apology.

So, how should I proceed do you think? They've fixed the timer switch issue via a software update, but yet still say in their reply to the Ombudsman the meter needs exchanging. They've acknowledged the poor customer service, but I feel the goodwill offered is a little low and they really didn't draw any attention to what caused it.

I'll happily welcome any feedback and thanks in advance. :-) 

MWT

themastergoose said:

I can confirm it works, night rate kicked in yesterday as he said it would. Means I'm even more annoyed with BG having taken 5 months to get to this point for what was a 30 second over the air "fix" to the meter.

Just be aware that even with the meter operating in a 2-rate mode, if they do not program the ALCS correctly and connect the meter to the contactor controlling the storage heaters using the ALCS signal from the meter, it will not be able to automatically switch on the night circuit.

The charge for units used at night should still be correct though, but you'll have to manage the times that your night rate devices turn on separately.

themastergoose

Todays switch day. The smart meter has an update from E.On and it looks like I've left BG.

They've lovingly produced a draft final bill covering usage from 20/01/2022 to 10/02/2022, and claims I owe £4400 and some change. Looks like I'm not quite done with BG yet it seems as I refuse to believe that bill is correct.

Not had an update on the Ombudsman case, it's still under review also.

themastergoose

I've forgot to update this thread, BUT it was good news several weeks ago - The Ombudsman upheld my complaint and instructed BG to re-bill the account correctly, and to apply a further £720 compensation.

Then yesterday I receive the below - BG are appealing the decision because I left them and it appears they can't adjust balances on closed accounts.

So my question is, have I shot myself in the foot twice by leaving BG because they'll now refuse to pay the £720, and they'll also have no way of returning my separate £300 PFP credit because I've now left them?

Curiousgirl1

There is no reason why they can’t produce a manual bill & credit your account with the necessary. Just because you’ve left them shouldn’t mean they can’t or shouldn’t implement the decision   

themastergoose

Curiousgirl1 said:

There is no reason why they can’t produce a manual bill & credit your account with the necessary. Just because you’ve left them shouldn’t mean they can’t or shouldn’t implement the decision   

This was my thought also, so I'm not sure what they think they'll achieve by appealing the decision purely because I'd left them?

Gerry1

Well, you won the first suggested bullet point !

• Submit a complaint to the ombudsman today.

• Contact BG's CEO (info at the ceoemail website which is a dot com).

• Contact the R4 programme You and Yours (and mention this in your complaint to the CEO).

• Submit a claim to the small claims court.

Armed with the Ombudsman's verdict, it might be worth considering the small claims court.  A 'Letter Before Action' to the CEO might also give them pause for thought.

They've just reported a doubling of their profits, so media organisations might be very interested in a story where they're refusing to abide by an Ombudsman's ruling.  Also try R4's Moneybox programme.

They're hoping to grind you down.  Don't let them succeed.

Phones4Chris

Wow. What a woeful story. @themastergoose I see you were advised on Jan.21st to write to the CEO. Did you and what response did you get?
I found @morhen 's comment rather worrying as back in early December I was looking at 5-terminal smart meter rates and BG told me they did support them! Maybe I will write to the CEO!
It's interesting that they have a "Technical Services" department that managed to send an update to the meter so it became a dumb E7 meter, but @themastergoose it wasn't clear from your update if the storage heaters etc. came on correctly or whether they only worked because of your own electrician's fix?