British gas customer service?

Ultrasonic

twopenny said:

Up to 20 to go online banking, and, it seems over an hour on the phone and then it's up to me to prove as there's no record.

You clearly want to keep doing what you're doing but I am intrigued why it should take you 20 minutes to pay them online whilst you apparently have no difficulty posting on this forum.

twopenny

On this forum I only have to sign in.
For banking i have to fire up the laptop with virus protection, go through all the security stuff which doesn't always work.
The bank is 5mins from home. 
There's a lot of difference between banking and posting on a forum from a kindle.

Ultrasonic

twopenny said:

On this forum I only have to sign in.
For banking i have to fire up the laptop with virus protection, go through all the security stuff which doesn't always work.
The bank is 5mins from home. 
There's a lot of difference between banking and posting on a forum from a kindle.

The online payment via the British Gas website will probably just involve giving appropriate payment card details. 

alidai

twopenny said:

On this forum I only have to sign in.
For banking i have to fire up the laptop with virus protection, go through all the security stuff which doesn't always work.
The bank is 5mins from home. 
There's a lot of difference between banking and posting on a forum from a kindle.

If you can post on a forum from a device, then you can visit the British Gas website from the same device and pay that way. Or from a mobile phone. Part of the reason for this issue is your insistence on using outdated methods of payment for something that is easier to do in other ways

Gerry1

Direct debit would be cheaper.  It also avoids problems and potential disconnection if you can't get to the bank, e.g. if you're on holiday or in hospital.  If any mistake is made, you can get an immediate refund from the bank via the Direct Debit guarantee.

twopenny

I hadn't heard of the DD guarantee Gerry so thanks for that.

Years ago I had a nightmare where a DD wasn't stopped.

Going this route would mean that I'd run on estimated bills though I'm thinking which is why I like to be in control - until now.

I'm not sure if my comparison of kwh with other companies that the difference is just due to price rises coming into effect at different times.

A boring little chore I'll work on.

Gerry1

twopenny said:

Going this route would mean that I'd run on estimated bills though I'm thinking which is why I like to be in control - until now.

Paying by DD certainly doesn't mean you'd have estimated bills.  Whether you send meter readings yourself or a smart meter does it for you, DD won't change any of that.  Many suppliers (including BG and EDF) offer Variable Direct Debit which solves the problem of credit or debit building up, but it does mean lower bills in summer and higher ones in winter.  Many people prefer to set a regular amount aside each month, perhaps in an instant access savings account or Premium Bonds so that they stay in control and get a tiddly bit of interest.

BG are a bit weird because their Variable DD is Quarterly. but you can send a reading and chase them for a bill each month.

If anything goes wrong the DD Guarantee means that you are entitled to an immediate refund from the bank, although sometimes bank staff have to be reminded of this if they initially tell you to refer to the merchant.  There's really not much point in paying more with Cash / Cheque rates, and all the hassle that results if for any reason you can't get to the bank.

twopenny

That's really informative. 
Got to say that EDF has had excellent customer service so far.
Yes I've been able to keep the bills down or at least equal to moving regularly in a way that suits me.
Now it's tough trying to do what suits me v what they want me to do.
I'll take your information, post some other questions and look at the options. 
Right now I have a lot else to deal with but you've already opened up the notion that there is more than the ones they want to sell me.
Oh for the days when they worked for you as a service instead of the other way around.
I remember my mother going into their shop and saying'this bill is wrong' -getting an apology and they sorted it out while you went for a coffee! Oh for that back. 

twopenny

I thought I would keep updated for others as this seems to be a regular occourance.

So I used the online chat which informed me that they had passed the information that I had paid onto the relevant department.

Then I got the 'send to the debt collectors' if you don't pay.

I sent a letter with photocopied bill showing the bank receipt that I had paid on receipt of the bill. This went first class with receipt of posting and should have arrived last Monday.

I get a paper through the post saying today, Saturday that it's going to debt collection.

This is 5 weeks only from me receiving the bill.

Looking at the people who have suffered the same fate of contacting BG it's the same scenario.

One lady took them to court for harrassment and won.

https://www.pinsentmasons.com/out-law/news/debt-collection-can-be-harassment-british-gas-ruling-sends-warning-to-all-suppliers

British Gas defence is gobsmacking

"British Gas said that the behaviour was not serious enough to amount to harassment and that as a company, rather than an individual, it could not be caught by the legislation. It argued that Ferguson would have to identify an individual directing the activity in order for harassment to be demonstrated."

Others went to court suceeding with the a repayment.

Problem from what I read is the continued harrassment causing actual harm and distress even when it's BG fault. To the point of it tipping people over the edge for something they aren't responsible for.

The upshot is you need to keep contacting at your own expense, time and distress recording each time and let them take you to court - providing you can prove that you've paid or the the debt isn't yours. Get a name if you can.

Looks like I have to pay for a phone call and spend my morning (Monday-Friday only) to prove I've tried everything, As they have so few phone lines/staff this is an hours wait. That will be £5 on payg.

Shame the company don't have to prove that they are right!

Gerry1

I'm not defending British Gas (I know that 'British Gas' and 'Customer Service' are mutually exclusive), but wouldn't it be soooo much easier and cheaper to set up a Direct Debit, as previously suggested?

You really are making a rod for your own back.