British Gas Direct Debit cancelled

Flood2013

Hi, got an email from British Gas, asking me to contact them about my DD. The email said my DD had been cancelled and to keep my account up-to date, I should contact them.

 It took me 50 minutes to get through by phone,I did try by webchat, but was still queuing when my call was answered! 

Turns out they had migrated my account to a new IT system, which had cancelled my DD. They were aware this had happened. 

So why didn’t they email immediately to advise this was their IT issue. With this energy crisis the additional stress isn’t acceptable.

Flood2013

British Gas need more customer service advisors

Hi, got an email from British Gas, asking me to contact them about my DD. The email said my DD had been cancelled and to keep my account up-to date, I should contact them.

 It took me 50 minutes to get through by phone,I did try by webchat, but was still queuing when my call was answered! 

Turns out they had migrated my account to a new IT system, which had cancelled my DD. They were aware this had happened. 

So why didn’t they email immediately to advise this was their IT issue. With this energy crisis the additional stress isn’t acceptable.

dunstonh

So why didn’t they email immediately to advise this was their IT issue. With this energy crisis the additional stress isn’t acceptable.

They have to identify that there is a fault. Then they have to identify who is affected by it.  Then they have to create a plan  and process to resolve it.   Then they start the process.       Those stages can take time and the larger the company, usually the longer it takes.

On the other hand, it hasn't cost you anything, and you may have earned extra interest from the money being in your account.   So, no harm done.