Lost credit with British Gas and they’re being no help.

alexkent

Hi, my situation with British Gas was that I moved into my flat late last year and tried on so many occasions to tell them who I was but on the phone I was told to hang up every time because I wasn’t in an emergency. I told them in WhatsApp my details on the day I moved in and was ignored.

So I used the PAYG card and key I had under “the occupier”. I applied for the Warm Home Discount but then I realized I better get the account set up properly.
They finally did set up when I used British Gas Facebook Messenger (I reinstated my Facebook account just for this). I then found I was 3 days late for the Warm Home Discount by the time I put my second application under my name in. When I explained to them my situation, they eventually reassured me that they had accepted my Warm Home Discount application as I had originally applied on time and I’d get it if qualified (I was). I never heard back about it and didn’t get it. I think they just said that to fob me off.

So I finally got my new account set up in the new year, and shortly after, I got my credit meter installed. When it was installed, the engineer told me that my considerable amount of credit would be added to my account. It wasn’t. So I asked on WhatsApp about it and they said they’d investigate and send me a cheque. No cheque came, and now they’re saying that there was no credit. 

Another issue was that I had originally asked for a monthly direct debit account, but they set me up with a billed quarterly account, so my first bill was 7% higher on account of it. They apologized but didn’t reduce my bill.

Honestly, I’ve had it with British Gas!

alexkent

On WhatsApp they say the credit will be found and applied to my account if I put my details in to a link they sent me. But the link is just for setting up a whole new account, which can’t be right! 

alexkent

I keep telling them that I want to make a formal complaint. And they keep ignoring me. 

alexkent

And they just keep closing the chat on me and then the feedback questions pop up. 

Mstty

How much do you know for sure that they owe you and can you prove it with move in readings on the old meter,m and the readings as it was changed I presume?

Surely you have opened a complaint by now?

Ectophile

Write a letter with pen and paper, or computer and printer, headed "COMPLAINT".  Go down to a Post Ofice, post it and get proof of postage.

pochase

Did you use their complaint process?

https://www.britishgas.co.uk/complaints.html

alexkent

I will print out a letter and post it as advised. Yes, I have photos of my credit before my meters were changed.

alexkent

They say you can raise a complaint via live chat, but that’s obviously not the case.

alexkent

Still not even a message that they’ve received my complaint. It feels like my letter was filed in the bin. 

What’s the best way to have a complaint actually heard at British Gas? 

alexkent

I guess I just wait 56 days then go to the ombudsman.