People's Energy to British Gas customer service

nothingsimple345

Hi, had been with People's Energy, with no issues. Monthly billing, no problem, statements, no problem. Had £290 surplus. Switched by default to British Gas!!!!! What can I say, left British gas about 10 years ago due to poor service, here I am again. How my heart sank when allocated to British Gas. On line account, works occasionally, billing has been constantly changing, have been issued with a new part statement which shows only electricity usage and cost. Seems I am apparently on tract, paid £250 April, yet statement shows £49 for electricity for 28 days. So where has my gas supply/billing gone? In these difficult days of increased costs everywhere, you would think that B/G could have sorted out there billing and statements. Customers should have the confidence that what energy we are using has been properly billed!!!!!! Have checked my online account regularly, and most times account has changed again. Phoning is useless, e-mailing is fraught with pitfalls.
I do believe the staff are trying to help, but "oh" the B/G IT system constantly lets everyone down. You get one issue sorted, then it goes wrong again.
No confidence that B/G system is ever going to be sorted. Yet I am stuck with them for the present. Believe me if I get a whiff of an equivalent deal I will be of.
British Gas is an embarrassment !!!!!!

Thrugelmir

Transferring hundreds of thousands of accounts with all the related administration is a logistical nightmare. Add in the impatient culture that prevades these days of me first. Then it's hardly surprising there's no end of complaints. In time all will blow over. Until the next crisis.  Though somebody always has to be dealt with last unfortunately ..........

Who want a job at these companies in a customer facing role. . 

MWT

nothingsimple345 said:

Believe me if I get a whiff of an equivalent deal I will be of.

Hopefully this doesn't come as a surprise to you, but you don't have a 'deal' right now either, you are just on their standard variable tariff rates which went up on April 1st, and are no better or worse than any of the other suppliers out there with capped variable rates...

nothingsimple345

Update, which adds to the confusion. B/G have sent me a fixed deal quote! "Exclusive May 23v1".
 As yet I have no gas statement, only electricity. 
New increased prices 
New fixed rate indicates a reduction on usage for both electric and gas.
So this makes the fixed rate look a good deal. (I say good, there is nothing good about energy price increase)
If I stay on present deal until next October 2022, then who knows 25% - 50% increase come October
If I work out the costs at present usage, the deal is not so good. (Is this a ploy or just to add to confusion)
Obviously I like many millions like me will be hoping to use less energy, but elderly/disabled people like me have few options, having already turned down heating and watching every time a light bulb goes on.

The IT system that British gas/Scottish gas use has never been sorted. How difficult is it. A rate is set, we use X during the month, an invoice is presented.
Simple's

QrizB

nothingsimple345 said:

Update, which adds to the confusion. B/G have sent me a fixed deal quote! "Exclusive May 23v1".

The MSE team think the "BG Exclusive May 2023 v1" tariff could be worth it:

https://www.moneysavingexpert.com/utilities/-are-there-any-cheap--fixed-energy-deals-currently-worth-it--

It works out as about £500/yr higher than the current capped SVT for the mythical average consumer.

You should do the sums for your own predicted usage, month by month, and see how it works out for you.

nothingsimple345

(The MSE team think the "BG Exclusive May 2023 v1" tariff could be worth it:)
It is very difficult to estimate, to many variables, how much energy will I use, before and after the October increase. Nothing simple!
I can only see a very slight advantage with the Exclusive May tariff, which has been superseded to June 23 tariff. The early leaving penalty of £75 per fuel far outstrips any advantage, and BG are so bad. Telephoning is just impossible, the number of times I have asked questions with online help only for the assistant to go offline, there is no way to e-mail, (which I prefer, no confusion over who said or agreed to what). Why is there no E-mail communication? The last time I contacted them I went through complaints. BG does not like that. A simple question seems to upset them! They are only interested in closing the question/complaint as soon as possible!!! Very poor service for a big 6 company.
I guess we need to hope and pray for a very mild winter.

QrizB

nothingsimple345 said:

(The MSE team think the "BG Exclusive May 2023 v1" tariff could be worth it:)
It is very difficult to estimate, to many variables, how much energy will I use, before and after the October increase. Nothing simple!

Whether you take the fix, or leave it,is entirely up to you and shouldn't require any contact with Customer Services.

And I think we're all hoping for a mild winter.

nothingsimple345

Continuing saga,
Hi all, managed to speak to chat online account, 10 days ago. Managed to ask,
Me. When will I see my gas usage on my online account?
Chat. No problem that will be updated over the next 24 hrs.  - 
Still no gas usage.

Me. Will I receive a statement when my People's energy fixed term ends 30 June. - 
 Chat. Yes I will. 
Received a statement 22nd June. Shows energy used from 3rd March. So is this my requested statement?

Me. Why does BG not give monthly statements?
Chat. Yes we do, when do you want to receive statements?  Me. At the end of each month please?   Waiting with anticipation.

Me. I would prefer to communicate customer services via e mail, how can I do that?  Chat, yes we can, chat was going to send BG customer service e mail to my E-mail address.   Still waiting!

So chat finished.

Continuing issues with logging in to my account.
What has happened to being able to log in. I still cannot log in to my BG account via Microsoft edge. I have been using Firefox.

So BG have a lot to do yet. At a time when energy prices are sky rocketing, it is more important than ever to have good communications with customers. There seems to be more effort put in to sales of homecare and smart thermostats etc, than getting the basic's right.