British Gas not refunding credit on closed account.

luscious_peach

British Gas are a complete joke...

1) Installed Smart meter - never worked. Instead of putting a key into a slot, I now had to stand outside in the freezing cold and manually type in a 16 digit number, that had to be pressed up to 9 times for each number, God forbid you made a mistake!

2) Repair appointment made 5 months in advance, moved away before that happened. I cancelled this as I left, but the engineer called me on the day, so it wasn't.

3) Left them 7/5/22 but didn't receive my energy statement until 10/6, showing I was in credit of nearly £400 on a prepayment meter.

4) I lived there for one year, so they overcharged me £7.70 a week! These prepayment meters are installed wherever people are the poorest, literally robbing people in low cost housing. 

5) I called them on 28/6 to ask when they were giving me the refund. They promised 14 working days for a cheque!

6) I called again on 19/7, they gave me the same spiel and another 14 working day wait.

7) Called Citizens Advice Bureau 18/8 and they spoke to British Gas on my behalf. CA said that my complaint would be referred to a Stage 4 Case Handler within 5 working days. I was called on 19/8 and I was again told to wait 7-14 working days and promised definitely by 1/9

8) Called CA again today, 8/9. They tried calling BG but couldn't get through. I tried calling too, no answer. I called the number I was called from, automated rejection message.

I'm totally sick to death of this complete runaround, broken promises and what, I consider, counts as theft.
What can I do?

sheramber

download their complaints procedure

britishgas.co.uk/energycomplaints

TripleH

Sadly complaining in writing in simple terms setting reasonable expectations for resolution of the problem is the best way to go.

That way you have evidence of what you want them to do snd by when. It also makes it harder for them to mess up.