British Gas -When will we received money off our energy bill?

GTare14

From what I've read we are supposed to be getting around £66.00 off our energy bill each month. I though this started on the 1st October, but I've noticed British Gas has not credited my account with this money. Does anyone know when we are supposed to get this money? I've tried calling them a few times, but you can't get through to them. There is a message saying that their lines are to busy with people asking for boiler repairs, so they have had to close their lines. I find that hard to believe that suddenly everyone's boiler needs fixing so they can't offer any other customer services. 

molerat

You will be getting £66/£67 each month, Oct to Mar.  Nowhere does it state 1st of the month.  Give them a chance.  Have you read how BG will actually give you the rebate dependant on your payment method ? https://www.britishgas.co.uk/energy/help-if-youre-struggling-to-pay/government-support.html#ebss

JReacher1

Bulb paid mine on the 1st October. I’m sure it will arrive at some point. 

BooJewels

Do you have your electricity with BG as well as gas, as the Government help only relates to electricity accounts.

From what I understand from posts here, BG are taking your monthly direct debit as usual, then refunding you the £66/£67 back, once your payment clears.  Where some other suppliers are reducing the DD amount before taking it.  

Have you not had an email about it - I had one about my revised gas tariffs a couple of weeks ago?

TimSynths

I'm with BG and believe that the refund is made after you have made your regular DD to them. I shall transfer mine straight back into my BG account.

GTare14

Thanks for the replies. Yes, I do have both elec and gas with them. No, I have not had an email or anything from them explaining when, or how they will be giving me this payment. That's why I phoned them, but suddenly everybody's boiler is broken and they have no customer service line because they are that busy taking calls about broken boilers. I have to say I find that hard to believe, it's more likely people phoning up because like me they have heard nothing. 

[Deleted User]

Hi,

as already said, when you make your DD payment, have you already paid this month, if so might take a day or two.

GTare14

I just rang again and there is a wait of 2 hours. It's obvious to me this isn't about a sudden influx of broken boilers.

Mobtr

GTare14 said:

I just rang again and there is a wait of 2 hours. It's obvious to me this isn't about a sudden influx of broken boilers.

No it’s an influx of customers calling because their £66 wasn’t credited on 1st October & have no patience 

[Deleted User]

You thought incorrectly by assuming you were getting cash on 1 Oct.

Now you and probably hundreds of other mistaken and impatient customers are clogging the phone lines.

This is not an example of bad customer service.

The_Green_Hornet

Deleted_User said:

You thought incorrectly by assuming you were getting cash on 1 Oct.

Now you and probably hundreds of other mistaken and impatient customers are clogging the phone lines.

This is not an example of bad customer service.

Well it is in some respect as if the energy company had made it clearer how the Energy Bills Support Scheme was going to work then there would be no confusion and no need to ring.

And yes, before you reply and include a link to a web page,  it may be abundantly clear to you and me how it is supposed to work but it obviously isn't for many customers.