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gfunkuk

Hi all, I've had this experience too. However I'm after some advice. I was alarmed when I received the email a couple of weeks ago saying "We will write to you if your prices are going up" and contacted online chat where I was told in black and white that "don't worry your tariff is actually fixed and your price is secured until July". Now today I receive the email that my annual elec cost is going to increase from April 2022. What should I do? Demand a copy of my online chat transcript, go hardball with the ombudsman or play it nice and see how they can make it right?

lisyloo

gfunkuk said:

Hi all, I've had this experience too. However I'm after some advice. I was alarmed when I received the email a couple of weeks ago saying "We will write to you if your prices are going up" and contacted online chat where I was told in black and white that "don't worry your tariff is actually fixed and your price is secured until July". Now today I receive the email that my annual elec cost is going to increase from April 2022. What should I do? Demand a copy of my online chat transcript, go hardball with the ombudsman or play it nice and see how they can make it right?

If you want anything to happen you need to put it on a formal footing and make a formal complaint.
i recommend getting anything financially important to you in writing in future (transcripts are perfect for this) although in this case I don’t think bt will deny the chat.

SteveCS

I have just registered a complaint with BG regarding the Price Guarantee - if we all do this we surely have a stronger claim - make sure you get a complaint number.

roseview

SteveCS said:

I have just registered a complaint with BG regarding the Price Guarantee - if we all do this we surely have a stronger claim - make sure you get a complaint number.

I complained on 10th February and not yet had any reply.

lisyloo

SteveCS said:

I have just registered a complaint with BG regarding the Price Guarantee - if we all do this we surely have a stronger claim - make sure you get a complaint number.

I think they’ll treat it exactly the same way and do the legal minimum however many people complain. Just a personal opinion and I could be wrong.

SteveCS

Well at least they got back to me today (the same day as I complained) but it appears that BG have no honour when it comes to their "guarantee". Irrespective of the fact they made a £948M operating profit last year they will not stand by their guarantees. Is it worth taking up with any watchdog???

roseview

SteveCS said:

Well at least they got back to me today (the same day as I complained) but it appears that BG have no honour when it comes to their "guarantee". Irrespective of the fact they made a £948M operating profit last year they will not stand by their guarantees. Is it worth taking up with any watchdog???

Did you phone or message? I've tried all different options, now in a queue for chat, gave up with the phone as wait time 35 minutes

SteveCS

I phoned using the 03332029802 number and said it was a billing error when the options came up as the first time I tried and I said it was a contract issue they automatically cut me off.

wild666

SteveCS said:

I phoned using the 03332029802 number and said it was a billing error when the options came up as the first time I tried and I said it was a contract issue they automatically cut me off.

Maybe if you select a certain option, like billing error, the system is automatically programmed to terminate the call.

SteveCS

wild666 I think that is definitely the case, I got through on "billing error" but the call was terminated on "contract issue"