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jmsgld

The idea that the infamous e-mails were not misleading is patently absurd.

Indeed, the following is an excerpt from an email from a BG employee;

"As requested the following information is regarding the current unit rates and standing charge you are on as well as the new rates at the end of your current tariff. Just to reassure your current rates are locked in until the 30th of June 2022."

Fixes were available at the end of October, at marginally higher rates than the then price cap. I looked at switching at the time and decided not to, as I believed that I was already fixed. Had I not been misled by BG, I would have switched and fixed probably for 2 years. I will now be significantly out of pocket. 

I fail to see how anyone can side with BG on this issue. They clearly misled their customers, who then suffered financial loss as a direct result. BG say that it was a mistake, but a mistake that was repeated many times over, reinforced by their customer services, and not remedied for months. We can all make mistakes, but I think the public are due a certain degree of respect, due care, and diligence. I do not think you could argue that BG have acted as such. 

lisyloo

Mstty said:

Oh dear.

I just don't want 1-2p added to the standing charge for people already on or below the poverty line.

That’s a very noble sentiment, however it doesn’t justify the rest of us being lied to for months.
The shambles is on the same scale as P&O.

there should be some rules stopping compensation coming from other customers.
it’s should lawfully be forced to come out of profits and perhaps personally from controlling directors or some such.
if they can just pass things on then there is no incentive.

do you have any idea how badly this company have behaved?

Mstty

@lisyloo yes they have taken all these customers on from their failed energy company, that's how bad they are and how badly they have behaved. They have made obvious mistakes in wording, staff training and constantly repeated the same mistake and rhetoric, that is poor.

However it was crystal clear when customers moved to the SOLR, in this instance BG, they would be on the standard variable rate.

That said.....

I have learnt recently that some people may have stayed on what they thought was a protected rate rather than switch to a fixed deal, I also believe that customers moved over may have missed out on fixed deals as their account was strangely set with an end date on the SVT. If this applies then this is a discussion to be had with British Gas and then refer to Ofgem.

However......

Whatever happens BG won't pay for this error, they have a proceedure for claiming SOLR costs from.Ofgem and that does unfortunately go on everyone's Standing Charge.

Shame, it's a bit of a mess all round really

MWT

Mstty said:

Whatever happens BG won't pay for this error, they have a proceedure for claiming SOLR costs from.Ofgem and that does unfortunately go on everyone's Standing Charge.

I've seen nothing other than assumptions to support the suggestion that compensation for BG mistakes would be accepted by Ofgem as a legitimate SoLR cost...

Mstty

MWT said:

Mstty said:

Whatever happens BG won't pay for this error, they have a proceedure for claiming SOLR costs from.Ofgem and that does unfortunately go on everyone's Standing Charge.

I've seen nothing other than assumptions to support the suggestion that compensation for BG mistakes would be accepted by Ofgem as a legitimate SoLR cost...

I posted the links earlier in the chat, each SOLR has the ability to claim additional costs associated with customers moving over. 

What we shouldn't be is naive to think BG will shoulder the costs for claims from SOLR customers in any instance. Even their bad wording.

Otherwise none of the big six will take on any more again.

As an example and not limited to

https://www.ofgem.gov.uk/publications/last-resort-supplier-payment-claim-octopus-energy

£13.8 million for Octopus back in 2018

MWT

Mstty said:

I posted the links earlier in the chat, each SOLR has the ability to claim additional costs associated with customers moving over. 

What we shouldn't be is naive to think BG will shoulder the costs for claims from SOLR customers in any instance. Even their bad wording.

Otherwise none of the big six will take on any more again.

That is still wild speculation not based on any kind of evidence, merely having a fatalistic view of of what might be attempted by way of recovery of compensation caused by staff errors doesn't make it a fact...

Mstty

Not wild just based on common sense. No energy supplier will take on customers as SOLR without the safety net, which is formally there as a compensation process with Ofgem.

However I am not here to convince you otherwise, you are welcome to your opinion.

I've been viewing and here long enough to understand you can't keep all the kids happy all the time👍

jmsgld

Mstty said:

However it was crystal clear when customers moved to the SOLR, in this instance BG, they would be on the standard variable rate.

Except when customer services stated in no uncertain terms that the rate was indeed fixed, on the telephone and then via e-mail.

"As requested the following information is regarding the current unit rates and standing charge you are on as well as the new rates at the end of your current tariff. Just to reassure your current rates are locked in until the 30th of June 2022."

Mstty

jmsgld said:

Mstty said:

However it was crystal clear when customers moved to the SOLR, in this instance BG, they would be on the standard variable rate.

Except when customer services stated in no uncertain terms that the rate was indeed fixed, on the telephone and then via e-mail.

"As requested the following information is regarding the current unit rates and standing charge you are on as well as the new rates at the end of your current tariff. Just to reassure your current rates are locked in until the 30th of June 2022."

It was still crystal clear on the ofgem website and initial contact when suppliers went to the wall. Crystal clear.

Then BG muddied the water and made a mess, that is undeniable for sure and that was covered if you read down further.

Taking a single paragraph without the reflection part of my whole response of course is not ideal.

I am saying go for it, claim compensation but don't be naive to think BG will foot the bill.

MWT

Mstty said:

Not wild just based on common sense. No energy supplier will take on customers as SOLR without the safety net, which is formally there as a compensation process with Ofgem.

There is a yawning chasm of difference between being able to reclaim the exceptional costs of taking on the customers, and imagining that they would be able to reclaim the compensation costs incurred as a result of their own mistaken communications simply because they were customers acquired via the SoLR process...

Mstty said:

It was still crystal clear on the ofgem website and initial contact when suppliers went to the wall. Crystal clear.

The only mention from Ofgem was that the tariffs people were being moved to would be 'protected by the energy price cap', which is not the same as saying they would have no other protections or benefits such as a price guarantee which might result in them paying less than the price cap...  Nothing in that reaches any reasonable interpretation of 'crystal clear'...

Probably going to have to file both of those under 'constant repetition of assumption doesn't make it fact...' which I am sure you've seen on here many times in the past...