Problems with British Gas switch to British Gas NEP / Evolve

NEP_disaster

The issues with the migration of British Gas customers to the NEP (new energy platform) continue to haunt the customer. We were shifted onto the NEP in November 2023 .I can safely say that it has been an experience that I would not wish on anyone. Despite requests to keep our payment dates in the first week of the month BG cannot even send us bills using our smart meter readings. They appear to think we are on 3 monthly billing. We were loyal customers who never left BG since they had over the years been able to shift us successfully between fixed tariffs when requested and the bills had been produced exclusively from our smart meters . We opted to pay by monthly variable direct debit many years ago and until November 2023 we had no billing concerns.They now want us to provide meter readings because they apparently have no access to the smart meter readings that  we can see the energy usage graphs on the website. Three times we have been assured that all was well and the billing and payments dates would return to the old system. The assurances have not been met. Our case has been referred to the energy ombudsman . Hopefully the ombudsman will find in our favour. We appear to be one of many customers treated abysmally by BG in the name of progress .Progress that apparently has customer service not even a small foot note in its DNA.

Grizzlebeard posted a link in August 2023 to an article (and Youtube video) that fails to mention customer service unless I missed it. This video sums up the attitude at the heart of the project and the interviewees think the project is exciting and the old system obsolete without mentioning how it will aid the customer.

NEP_disaster

British Gas told by Ombudsman to return to monthly variable direct debit billing and restore the billing and payment dates back to the old system. They apparently think that we submit monthly meter readings to them although since 2017 we have relied on the smart meters they fitted and that have worked flawlessly to send them the readings. We can see the energy usage supplied by the smart meters on the app and website so British gas must have the data and are reluctant to or incapable of using it. We have been British Gas  for several years since their customer service was fine and the tariffs reasonable. It is difficult to understand how the new system has caused so much chaos and it appears that the left and right hands have never met given our interactions with customer advisors, complaint handlers and especially JC of the executive complaints team ( after contact via our local MP) since no one has sorted the mess with any degree of competence

Gerry1

Take copies of all your bills because BG have a nasty habit of deleting them all and replacing them with one new bill.  Then ditch and switch !

Octopus will happily offer Variable DD if you phone them.