British Gas - payments not showing on bill

sonicshelly

UPDATE - I finally had an email reply apologising for not receiving the customer care that I should have and they were disappointed by this - HA HA. I was told that a statement as requested was on its way - hooray.
Well how stupid of me to think this was on its way to being sorted - they sent the Gas bill, instead of the Electricity. So again, back on the phone, waiting on hold and then explaining all over again. Now have to wait another 14 days. Nearly 3 months to reprint an old bill.
They still have not sorted out their website, to view online bills - been waiting 2 months for them to sort this. Good job its not my account, as I would have switched by now.
My dad is even now getting so stressed, he is getting angry with me and I am the one trying to sort it out. I'll be glad when its sorted. AAAAAAARRRRGGGGHHH

Belatucadros

You could always send a personal email to Phil Bentley as he is always willing to hear from customers who have been fobbed off on many occassions...

PHIL.BENTLEY@CENTRICA.CO.UK

sonicshelly

Thank you 'Belatucadros', may have to do that, as we are still waiting to hear from them after another phone call and 3 more emails - no response.

My dad is losing his mind. He is a stressful person anyway and wants his money back as its not showing on his bill. I am now losing my mind through all this as I just cannot understand the ignorance and time this is taking.

I dare not ring again as I will fly into a rage which won't help. I am giving it till Weds and then will send my letter to BG, Energywatch etc and will copy in this Phil Bentley.

thanks

Terrylw1

The amazing thing is with utilities is the excuses when it comes to bills.

Sometimes the systems won't reprint them but all you need to do is get some bill paper and type the bill out manually using MS Word and a template...thats what npower and others have been doing for years when this occurs.

sonicshelly

Sorry - who or what exactly is Phil Bentley with regard to British Gas.

Someone PM me asking for details on this as they work for BG to which I did, I haven't heard from you if you are reading this, are you there?? Can you help??

Cardew

sonicshelly wrote: »

Sorry - who or what exactly is Phil Bentley with regard to British Gas.

The big boss!

He apparently reads all his emails!

Terrylw1

Phil Bentley
Managing Director
British Gas
Millstream
Maidenhead Road
Windsor
Berkshire SL4 5GD

sonicshelly

After contacting Phil Bentley as advised - thanks.

I have finally received a list of all my dads payments, the payments he thought was missing are listed on a typed out list.

He is not happy with this - is he right to demand the actual bill with these payments on (as they say they can't reprint it, system crashed last year).

Or if this was taken further would a typed out list of payments be sufficient.

Please if anyone can help as I am at the end of my tether. Please

Cardew

I think you have reached the end of the road.

The account is presumably correctly reconciled and unless your Father can give evidence showing those payments have not been credited to his account, he doesn't have a case.

A manual account is perfectly legal. They are saying the payments have been credited and I doubt if there is anything that states an account must be submitted in the form your dad wants.

Sorry, I know how difficult and pedantic Dads can be - I am a good example myself!!!

Terrylw1

Agree with Cardew. The letter acts as formal comfirmation of the payments.

They could easily type you up a bill if they wanted to as it just takes some bill paper and a template that they fill in but you don't need it with the letter anyway.

Why waste your time further on it?