British Gas - tariff wrong, what can I do?

chubsta

I signed up for a 1-year Fixed Tariff with British Gas last September (basically it meant I would stay on the variable rate as at September 2021 until September 2022), they sent an acknowledgement email stating that it wouldn't show on my account straightaway but would be sorted by April 2022. On 1st April I went onto the new, increased variable rate like everyone else so didn't get the fixed rate I had signed up to.
I contacted British Gas via their online chat who said they would get it sorted and I would be put back on the 'old' variable rate until September as per the tariff I had signed up to.
This didn't happen and I have contacted them 3 times since, each time I am assured it will all be sorted out but it never is. I always speak to them via the online chat system so have transcripts stating clearly that "I checked and confirm that my colleague xxxx has already made the necessary arrangement on 22 April 2022 to change the tariff. The reference number for the same is CCRxxxxxxx. So rest assured, as soon as the issue is sorted, the Price promise Sept 2022 tariff rates will be applied to the accounts"

What can I do, as I seem to be hitting a brick wall with BG who assure me each time it will be sorted within 10 days but it never is?

Ectophile

British Gas will have a complaints process, with the contact details set out on their bills, and web site.

Gerry1

Submit a letter headed COMPLAINT (preferably by Royal Mail and getting a free Certificate of Posting) asking for a deadlock letter so that you can go to the Ombudsman.  That may trigger a result.

If not, you'll soon be able to go to the Ombudsman anyway because the eight-week clock must be about to ping.