British Gas removes guarantee dates from SoLR tariffs...

Adymac1

I also put in a complaint and it was closed immediately as well. I asked for it to be opened and escalated, I received a phone call from a manager and the follow up email below. 

Thank you for your time and courtesy this morning and as per your request I would like to confirm the following regarding your recent Peoples Energy Tariff.

As discussed although your Tariff was indicated as being guaranteed until the June 30 2022 your tariff is also a variable tariff and as per our terms and conditions of business this means that your tariff can fluctuate if government or outside parties make any adjustments to energy prices. As you are aware  the Price Cap was increased by 54% from the beginning of April and consequently your prices have been increased accordingly. Please note that tariffs issued to customers of failed suppliers are regulated by Ofgem and they have agreed with this position

Please note that your complaint has been closed as the tariff issue is part of British Gas  policy.

MWT

Adymac1 said:

Please note that your complaint has been closed as the tariff issue is part of British Gas  policy.

Time to ask them for a dead-lock letter then if you want to continue with this.

Nothing they have written is incorrect, but they are failing to address the impact of the ambiguity which they subsequently fixed by changing the tariff terms, if it was all perfectly accurate and above-board, why did they need to change the terms?

brewerdave

MWT said:

Adymac1 said:

Please note that your complaint has been closed as the tariff issue is part of British Gas  policy.

Time to ask them for a dead-lock letter then if you want to continue with this.

Nothing they have written is incorrect, but they are failing to address the impact of the ambiguity which they subsequently fixed by changing the tariff terms, if it was all perfectly accurate and above-board, why did they need to change the terms?

Also various members of BG staff (including "Exec. Complaints") have freely admitted that the information WAS misleading and have offered various amounts of compensation up to £100 WITHOUT going thru the E.O !!

MWT

brewerdave said:

MWT said:

Adymac1 said:

Please note that your complaint has been closed as the tariff issue is part of British Gas  policy.

Time to ask them for a dead-lock letter then if you want to continue with this.

Nothing they have written is incorrect, but they are failing to address the impact of the ambiguity which they subsequently fixed by changing the tariff terms, if it was all perfectly accurate and above-board, why did they need to change the terms?

Also various members of BG staff (including "Exec. Complaints") have freely admitted that the information WAS misleading and have offered various amounts of compensation up to £100 WITHOUT going thru the E.O !!

Indeed, but I suspect the growing numbers have caused a change and hence this 'policy' statement in a further attempt to prevent the complaint going further.

The request for the 'dead-lock' letter may trigger some negotiation perhaps...

Adymac1

MWT said:

Adymac1 said:

Please note that your complaint has been closed as the tariff issue is part of British Gas  policy.

Time to ask them for a dead-lock letter then if you want to continue with this.

Nothing they have written is incorrect, but they are failing to address the impact of the ambiguity which they subsequently fixed by changing the tariff terms, if it was all perfectly accurate and above-board, why did they need to change the terms?

They have refused to issue a letter of deadlock as it relates to BG policy. I have replied to their email asking them to confirm their refusal to issue a deadlock letter. Thanks for the support. 

MWT

Adymac1 said:

MWT said:

Adymac1 said:

Please note that your complaint has been closed as the tariff issue is part of British Gas  policy.

Time to ask them for a dead-lock letter then if you want to continue with this.

Nothing they have written is incorrect, but they are failing to address the impact of the ambiguity which they subsequently fixed by changing the tariff terms, if it was all perfectly accurate and above-board, why did they need to change the terms?

They have refused to issue a letter of deadlock as it relates to BG policy. I have replied to their email asking them to confirm their refusal to issue a deadlock letter. Thanks for the support. 

I would suggest making it clear that your complaint is about the misleading information which they initially presented to you and then very much later saw fit to alter on their website without prior notice and the consequences of your reliance on that incorrect and misleading information, not their policy, nor the tariff they agreed with Ofgem but failed to accurately present to you...

Just be prepared to explain what you would have done differently had they accurately told you the tariff was variable and what financial loss you have suffered as a result...

AbbieCadabra

i posted in the NeonReef thread yesterday, i had a similar experience with online chat.  They said they would open a complaint but close it immediately as not valid, even after i'd stressed more than once that i was complaining about the misleading & ambiguous information provided in the Welcome email, not the price rise from April. They also said they wouldn't pay any compensation in these circumstances, even when i said i know people had received it for exactly this complaint.

I completed the online complaint form instead & linked back to chat transcript, just had a call to say it's being looked into as a valid complaint & they'll be in touch.

there's another post after mine in the NR thread with almost same experience, a memo has obviously gone around at BG!

BobT36

I think those referencing "well you paid it to others!" won't help you so much, quite the opposite. The reason they're playing hardball is to discourage word of mouth getting round that it's easy money. 

Focus on what damages have been done to YOU, by them misleading you by saying it's "guaranteed". 
A "Variable" tarrif that's "Guaranteed" to a certain date, would imply it CAN change, but WON'T until that date is reached. 
They obv saw the price changes and went back on that promise. Dodgy..

MWT

BobT36 said:

They obv saw the price changes and went back on that promise. Dodgy..

.. on that point i think it really was just a stupid error by someone that got cut&paste to the other tariffs, it made no sense from the start, so the change wasn't motivated by the price changes, it was never intended to be a 'promise' as it will not have matched what they agreed with Ofgem, it was just a mistake.

... but it was a mistake that some will have relied upon to their detriment.

pallyman

I accepted £100 yesterday so reasonably satisfied.