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British Gas refusing to send my EBSS payment and other issues.
This is a long chronological history of “how many ways can I as a company be incompetent; let me count them” rant.
The TL:DR (To Long:Didn’t Read) is that I’ve not had my EBSS payments and British Gas are currently telling me that the EBSS payments are nothing to do with them and that its the government that is issuing the payments directly to British Gas customers and not British Gas making the payments on behalf of the government.
British Gas are currently telling me that the EBSS payments are nothing to do with them and that its the government that is issuing the payments to British Gas customers and not British Gas’s responsibility to make the payments on behalf of the government. Because of this they can’t help me in my quest to actually get my EBSS payments paid and that I will have to ring the government to get it sorted, but no they can’t give me a number to ring as they don’t have the government number and don’t even know which government department is responsible for sending the payments.
Roughly 14 years (2008-ish) ago I moved into a new build flat and from that point forward there has been an issue with my meter.
The current issue is that the meter serial number is not on the system (National Grid MPAS). The MPAS is there; the suppler detail is there; and the address is there; but the serial number of the actual meter is not there. Instead the meter number for another flat in this block is registered on the National Grid system as being at both their address and my address.
In the early part of my tale of woe I had no idea there was an MPAS system or that it was run by a company other than my supplier (at that time it was western power who dealt with the master MPAS records).
When I moved in I needed a key, they (Npower at the time) sent me an incorrect key (the key linked to meter serial number of the other flat. So they had to send me another one after I had explained that the meter number was wrong and that “very sorry we will get it sorted and put the correct meter serial on the system”… which they didn’t do.
A few years later the key started having issues in some of the payment machines and eventually reached the point that I could no longer put money on it. I asked Npower to replace the key. They sent me a new key. The key was linked to the serial number of the meter of the other flat. I rang up again; “what do you mean thats not the meter serial number? Oh. Ok. We’ll get that sorted and the system updated”… which they didn’t do.
A few years later the key started having issues in some of the payment machines and eventually reached the point that I could no longer put money on it. I asked Npower to replace the key. They sent me a new key. The key was linked to the serial number of the meter of the other flat. I rang up again; “what do you mean thats not the meter serial number? Oh. Ok. We’ll get that sorted and the system updated”… which they didn’t do.
(No I didn’t make a mistake and accidentally copy the same paragraph it was the exact same problem, phone call, resolution, and promise to fix it happened! Also, of note, those keys really have a really limited life when the contacts start to degrade and the machines have been used 100’s of thousands of times)
A few years later the key started having issues in some of the payment machines and eventually reached the point that I could no longer put money on it. I asked Npower to replace the key… and here it gets even worse than before. They said: “I’m sorry you’re no longer an Npower customer; we can’t help you” “When did that happen, and who is my supplier?” “We can’t tell you because you’re no longer a customer, but off the record it was some time ago, check the Western Power site, thank you and have a nice day” (Well they didn’t say the exact words, but that is the correct summation.)
That was when I found out there was a big system that dealt with meters that the suppliers subscribed to. Who knew. Not me! Anyway… That was when I found out about two meters being registered to one address and one meter being registered to no address! I put my meter serial in and “computer says no”. I put my address in and “computer says yes; kinda; but not really”.
Turns out that at some point the person at the other flat had changed suppliers and that had caused British Gas to slam my account because his meter was registered at both addresses (I think technically his meter serial is entered twice, one record for each address) and because of that when he changed suppliers it moved his meter from Npower to British Gas and moved my account at the same time.
Because he moved supply I vaguely recall he got two welcome letters (I found this out some time later), one for his meter and one for my meter (or possibly two letters for his one meter at two addresses) . He requested that my address/details be removed from his account along with the additional registration of his meter (to two addresses). This someone tried to do, but in doing so they removed my meter from the system completely and left his at two addresses. Now instead of one meter being registered at two addresses and one meter incorrectly registered there was now one meter registered at two addresses and one meter that was registered nowhere! This meant that when I checked the MPAS system my meter was not on it.
When I rang British Gas up to get a new key after finding out about this “error” (boy I want to use an expletive about now) I was told that I’d need to create an account with them… I mean, for some period of time I had been paying Npower for my electric even though Npower were not my supplier (all my receipts were Npower using the pay point system) while British Gas had officially been my supplier and I was not paying them. So who did the money go to? Its even more stupid when you realise that British Gas don’t use pay point but instead use the post office system.
So I created an account (roughly two years ago), and according to British Gas I’ve been a customer of theirs for roughly two years because of; well reasons… it means that when I try and get the meter error fixed they have no understanding of just how long this farce has been going on; I have after all only been their customer for a significantly shorter time period than they were my supplier!!!!! (Can I swear now?)
British Gas sent me a new key, for the Post office, and guess what? Registered to the wrong meter number. So I had to ring them up and request another one and their response was “that can’t be your meter serial number” “Yes it is” “are you sure?” “yes” “are you sure you’re sure, can you check? *goes to meter* “yes” “oh, ok, we’ll send you another one with the new meter number”.
So we were now in a cycle of me ringing British Gas requesting that they sort this they always say “yes we have changed the details on our system and the details should be updated in 5-7 working days” and, guess what dear reader, every time the system is not updated.
At some point I thought: I will sidestep them and go directly to the big brother system… so emailed WPD DUOS as it was known (21/8/2021) and got a response very quickly. Sadly they couldn’t fix the issue as the updates had to come from the suppliers even though they were the master repository of all the information (all bases belong to them as a great nerd once said; along with 720K will be all the memory anyone needs but I digress)! They did however offer to get in contact with the relevant department at British Gas to get them to then send the amendment request back to them and could I supply a pic of both meters just to doubly confirm the information. I did this with one photo of my meter with my hand in the shot giving the thumbs up and the other photo of the other flats meter with my hand in the shot giving a thumbs down. They responded saying that they had sent the information and I replied with much thanks…
At some point of nothing changing I’d had enough so I created an official complaint with British Gas (5/10/2021) using their on line form system outlining the problems I’d had. I had a confirmation email with a reference number. A “we want to make things right” email (6/10/2021). And some time later a “we still care” email (20/11/2021) which was some kind of mishmash between a “we’re still dealing with this” and a “we hope you found we did well, please rate us” email and then things went cold. Sadly I didn’t chase it up and I didn’t escalate to whichever governmental body deals with these things; which I’m now regretting something chronic.
And that brings us closer to today…
Because I had not received any EBSS payment by the middle of the month I checked on the MPAS system (by now run by National Grid; NGED DUOS) and found that my meter serial number was not on the system and that the meter serial number for the other flat was registered to both his address and my address (still!). So it seems that while WPD DUOS (as was) had sent the request British Gas had failed to send the update request in response.
So after fretting (British Gas on their website had changed the date the payments “should be there by” a number of times, once by the 17 and currently the 11th) and it was now the 19/10/2022 I rang them up to yet again try and sort the meter serial number and also sort my EBSS payment.
I got the usual “oh, that’s odd… well I’ve updated the details so it should be sorted in 5-7 working days” at which point I complained loudly (without swearing) that they keep telling me this and that it never gets sorted. So the script reader said she’d raise an official complaint and gave me a reference number.
Then when I asked about the EBSS payment it was at this time that they said that “British Gas don’t deal with the EBSS payments, that’s the government and nothing to do with us” when I explained that the government sends a big amount of money to British Gas every month and that its then up to British Gas to send the money on to the customers (I’d read the ‘information for suppliers’ gumpf on the gov website) I was told that I was wrong so when I said that I know that you’ve been told to say that on the script I was interrupted with “I’m not lying” and at that point I nearly lost it so instead said “fine, can you give me a number for the government” and was told “no we don’t have that”.
At this point the person said “Now that I’ve dealt with your problems can I go ahead and mark the complaint as dealt with?” Ooooooooooo boy! After biting my tongue so hard I nearly amputated it I told them I’d like it to stay open until the issue on the NGED DUOS was sorted so would ring back in 5 to 7 working days to close it if resolved and good bye…
Oh my gosh; and much colouring of the air blue when they were not on the phone… they have rang me twice to cancel the complaint. The First time was the Friday after the Wednesday (2 days) to which I said no as the MPAS system was still wrong. The second time… well we will get to that in due course.
I was not going to hold my breath… and I’m glad I didn’t do so.
There is more dear reader, sadly more, to this harrowing tail of woe and incompetence… Stick with me as I will be done soon.
On the Friday (21/10/2022) I left a twitter thread.
Monday morning I rang NGED DUOS and spoke to a very nice man, who sympathised with me and asked me to send an email outlining what we’d spoken about (the issues) and requesting a photo. I sent the email and got one back from the person I’d been in touch with back in 2021. They sent the details onward (again) and emailed me back that they had done so.
On the Monday (after my call & Email to NGED DUOS) the British Gas twitter team finally responded. I went through the issue and was told that “it seems that your payment was sent on the 19th so should be with you soon and the problem with the meter should be sorted in 7 days”. They also said they could see that there had been some mix up with meters and dual registration and addresses and that the correct department had been informed (after various questions about had the place originally been a single dwelling that was split; which it was not as it was a block of 9 custom built low-rise flats).
They didn’t respond at all to the fact that I’d been told that the EBSS was nothing to do with British Gas so either the script reader stated an incorrect fact (“nothing to do with us”) or the twitter team has stated an incorrect fact (“the payment went out on the 19th”).
Now you might think that this would be the end of things…
Oh you should know by now that things are not that simple!
The next time I got a call from British Gas was Monday 24/10/20 (after the twitter exchange and the NGED DUOS exchange) when it was explained to me that “MPAS numbers are unique to each house so if you move you get a new MPAS number” (Well no **** Sherlock).
When I explained, for the thousand time, that I knew that (MPAS numbers are unique) and the issue wasn’t the MPAS it was the serial number of the meter that was wrong there was a pause then an “oh” and then “I will get in contact with the correct department, and it will be 5-7 days and it should be updated and call you back”. It was as if just for one second, one brief moment, the person realised that what they were dealing with was not actually the issue they thought it was but was something else. The sea mist had risen and the land was visible.
That said, I honestly don’t have very high hopes that at last British Gas had realised the problem was with the meter SERIAL NUMBER and not the MPAS number and not the address as such (although all paperwork from British Gas has the other persons flat number as the “service address” and my address as the “correspondence address”) and not who was my supplier.
As I finished typing this I have had yet another call from British Gas (27/10/2022 12:54), but sadly as I picked up they put the phone down. My guess is that yet again they want the “official complaint” closed. Which seems silly because even if my meter serial number is eventually fixed and even if they do eventually send me the missing EBSS payments that doesn’t mean I have to close the complaint. At this point they should be paying me back for all the time I’ve spent dealing with their incompetence and they still have not resolved the issue (I can see the same meter errors on the NGED DUOS website. THE PROBLEM IS NOT RESOLVED!).
I think my lack of EBSS payments are down to the fact that my meter serial number is not on the NGED DUOS site, so British Gas thinks I'm not its customer when they find no meter serial number match which means they think I've both transferred to some other supplier (EBSS) and their customer (prepayment) at the same time. I'm beyond frustrated.
And that dear reader is how I lost all my hair!
The TL:DR (To Long:Didn’t Read) is that I’ve not had my EBSS payments and British Gas are currently telling me that the EBSS payments are nothing to do with them and that its the government that is issuing the payments directly to British Gas customers and not British Gas making the payments on behalf of the government.
British Gas are currently telling me that the EBSS payments are nothing to do with them and that its the government that is issuing the payments to British Gas customers and not British Gas’s responsibility to make the payments on behalf of the government. Because of this they can’t help me in my quest to actually get my EBSS payments paid and that I will have to ring the government to get it sorted, but no they can’t give me a number to ring as they don’t have the government number and don’t even know which government department is responsible for sending the payments.
So that is my current situation; British Gas refusing to send me my EBSS payments and British Gas refusing to sort the problem… but wait, it gets worse!
I also have an issue with my meter SERIAL NUMBER (which I think is the cause of them failing to send the EBSS payments.)
Roughly 14 years (2008-ish) ago I moved into a new build flat and from that point forward there has been an issue with my meter.
The current issue is that the meter serial number is not on the system (National Grid MPAS). The MPAS is there; the suppler detail is there; and the address is there; but the serial number of the actual meter is not there. Instead the meter number for another flat in this block is registered on the National Grid system as being at both their address and my address.
In the early part of my tale of woe I had no idea there was an MPAS system or that it was run by a company other than my supplier (at that time it was western power who dealt with the master MPAS records).
When I moved in I needed a key, they (Npower at the time) sent me an incorrect key (the key linked to meter serial number of the other flat. So they had to send me another one after I had explained that the meter number was wrong and that “very sorry we will get it sorted and put the correct meter serial on the system”… which they didn’t do.
A few years later the key started having issues in some of the payment machines and eventually reached the point that I could no longer put money on it. I asked Npower to replace the key. They sent me a new key. The key was linked to the serial number of the meter of the other flat. I rang up again; “what do you mean thats not the meter serial number? Oh. Ok. We’ll get that sorted and the system updated”… which they didn’t do.
A few years later the key started having issues in some of the payment machines and eventually reached the point that I could no longer put money on it. I asked Npower to replace the key. They sent me a new key. The key was linked to the serial number of the meter of the other flat. I rang up again; “what do you mean thats not the meter serial number? Oh. Ok. We’ll get that sorted and the system updated”… which they didn’t do.
(No I didn’t make a mistake and accidentally copy the same paragraph it was the exact same problem, phone call, resolution, and promise to fix it happened! Also, of note, those keys really have a really limited life when the contacts start to degrade and the machines have been used 100’s of thousands of times)
A few years later the key started having issues in some of the payment machines and eventually reached the point that I could no longer put money on it. I asked Npower to replace the key… and here it gets even worse than before. They said: “I’m sorry you’re no longer an Npower customer; we can’t help you” “When did that happen, and who is my supplier?” “We can’t tell you because you’re no longer a customer, but off the record it was some time ago, check the Western Power site, thank you and have a nice day” (Well they didn’t say the exact words, but that is the correct summation.)
That was when I found out there was a big system that dealt with meters that the suppliers subscribed to. Who knew. Not me! Anyway… That was when I found out about two meters being registered to one address and one meter being registered to no address! I put my meter serial in and “computer says no”. I put my address in and “computer says yes; kinda; but not really”.
Turns out that at some point the person at the other flat had changed suppliers and that had caused British Gas to slam my account because his meter was registered at both addresses (I think technically his meter serial is entered twice, one record for each address) and because of that when he changed suppliers it moved his meter from Npower to British Gas and moved my account at the same time.
Because he moved supply I vaguely recall he got two welcome letters (I found this out some time later), one for his meter and one for my meter (or possibly two letters for his one meter at two addresses) . He requested that my address/details be removed from his account along with the additional registration of his meter (to two addresses). This someone tried to do, but in doing so they removed my meter from the system completely and left his at two addresses. Now instead of one meter being registered at two addresses and one meter incorrectly registered there was now one meter registered at two addresses and one meter that was registered nowhere! This meant that when I checked the MPAS system my meter was not on it.
When I rang British Gas up to get a new key after finding out about this “error” (boy I want to use an expletive about now) I was told that I’d need to create an account with them… I mean, for some period of time I had been paying Npower for my electric even though Npower were not my supplier (all my receipts were Npower using the pay point system) while British Gas had officially been my supplier and I was not paying them. So who did the money go to? Its even more stupid when you realise that British Gas don’t use pay point but instead use the post office system.
So I created an account (roughly two years ago), and according to British Gas I’ve been a customer of theirs for roughly two years because of; well reasons… it means that when I try and get the meter error fixed they have no understanding of just how long this farce has been going on; I have after all only been their customer for a significantly shorter time period than they were my supplier!!!!! (Can I swear now?)
British Gas sent me a new key, for the Post office, and guess what? Registered to the wrong meter number. So I had to ring them up and request another one and their response was “that can’t be your meter serial number” “Yes it is” “are you sure?” “yes” “are you sure you’re sure, can you check? *goes to meter* “yes” “oh, ok, we’ll send you another one with the new meter number”.
So we were now in a cycle of me ringing British Gas requesting that they sort this they always say “yes we have changed the details on our system and the details should be updated in 5-7 working days” and, guess what dear reader, every time the system is not updated.
At some point I thought: I will sidestep them and go directly to the big brother system… so emailed WPD DUOS as it was known (21/8/2021) and got a response very quickly. Sadly they couldn’t fix the issue as the updates had to come from the suppliers even though they were the master repository of all the information (all bases belong to them as a great nerd once said; along with 720K will be all the memory anyone needs but I digress)! They did however offer to get in contact with the relevant department at British Gas to get them to then send the amendment request back to them and could I supply a pic of both meters just to doubly confirm the information. I did this with one photo of my meter with my hand in the shot giving the thumbs up and the other photo of the other flats meter with my hand in the shot giving a thumbs down. They responded saying that they had sent the information and I replied with much thanks…
At some point of nothing changing I’d had enough so I created an official complaint with British Gas (5/10/2021) using their on line form system outlining the problems I’d had. I had a confirmation email with a reference number. A “we want to make things right” email (6/10/2021). And some time later a “we still care” email (20/11/2021) which was some kind of mishmash between a “we’re still dealing with this” and a “we hope you found we did well, please rate us” email and then things went cold. Sadly I didn’t chase it up and I didn’t escalate to whichever governmental body deals with these things; which I’m now regretting something chronic.
And that brings us closer to today…
Because I had not received any EBSS payment by the middle of the month I checked on the MPAS system (by now run by National Grid; NGED DUOS) and found that my meter serial number was not on the system and that the meter serial number for the other flat was registered to both his address and my address (still!). So it seems that while WPD DUOS (as was) had sent the request British Gas had failed to send the update request in response.
So after fretting (British Gas on their website had changed the date the payments “should be there by” a number of times, once by the 17 and currently the 11th) and it was now the 19/10/2022 I rang them up to yet again try and sort the meter serial number and also sort my EBSS payment.
I got the usual “oh, that’s odd… well I’ve updated the details so it should be sorted in 5-7 working days” at which point I complained loudly (without swearing) that they keep telling me this and that it never gets sorted. So the script reader said she’d raise an official complaint and gave me a reference number.
Then when I asked about the EBSS payment it was at this time that they said that “British Gas don’t deal with the EBSS payments, that’s the government and nothing to do with us” when I explained that the government sends a big amount of money to British Gas every month and that its then up to British Gas to send the money on to the customers (I’d read the ‘information for suppliers’ gumpf on the gov website) I was told that I was wrong so when I said that I know that you’ve been told to say that on the script I was interrupted with “I’m not lying” and at that point I nearly lost it so instead said “fine, can you give me a number for the government” and was told “no we don’t have that”.
At this point the person said “Now that I’ve dealt with your problems can I go ahead and mark the complaint as dealt with?” Ooooooooooo boy! After biting my tongue so hard I nearly amputated it I told them I’d like it to stay open until the issue on the NGED DUOS was sorted so would ring back in 5 to 7 working days to close it if resolved and good bye…
Oh my gosh; and much colouring of the air blue when they were not on the phone… they have rang me twice to cancel the complaint. The First time was the Friday after the Wednesday (2 days) to which I said no as the MPAS system was still wrong. The second time… well we will get to that in due course.
I was not going to hold my breath… and I’m glad I didn’t do so.
There is more dear reader, sadly more, to this harrowing tail of woe and incompetence… Stick with me as I will be done soon.
On the Friday (21/10/2022) I left a twitter thread.
Monday morning I rang NGED DUOS and spoke to a very nice man, who sympathised with me and asked me to send an email outlining what we’d spoken about (the issues) and requesting a photo. I sent the email and got one back from the person I’d been in touch with back in 2021. They sent the details onward (again) and emailed me back that they had done so.
On the Monday (after my call & Email to NGED DUOS) the British Gas twitter team finally responded. I went through the issue and was told that “it seems that your payment was sent on the 19th so should be with you soon and the problem with the meter should be sorted in 7 days”. They also said they could see that there had been some mix up with meters and dual registration and addresses and that the correct department had been informed (after various questions about had the place originally been a single dwelling that was split; which it was not as it was a block of 9 custom built low-rise flats).
They didn’t respond at all to the fact that I’d been told that the EBSS was nothing to do with British Gas so either the script reader stated an incorrect fact (“nothing to do with us”) or the twitter team has stated an incorrect fact (“the payment went out on the 19th”).
Now you might think that this would be the end of things…
Oh you should know by now that things are not that simple!
The next time I got a call from British Gas was Monday 24/10/20 (after the twitter exchange and the NGED DUOS exchange) when it was explained to me that “MPAS numbers are unique to each house so if you move you get a new MPAS number” (Well no **** Sherlock).
When I explained, for the thousand time, that I knew that (MPAS numbers are unique) and the issue wasn’t the MPAS it was the serial number of the meter that was wrong there was a pause then an “oh” and then “I will get in contact with the correct department, and it will be 5-7 days and it should be updated and call you back”. It was as if just for one second, one brief moment, the person realised that what they were dealing with was not actually the issue they thought it was but was something else. The sea mist had risen and the land was visible.
That said, I honestly don’t have very high hopes that at last British Gas had realised the problem was with the meter SERIAL NUMBER and not the MPAS number and not the address as such (although all paperwork from British Gas has the other persons flat number as the “service address” and my address as the “correspondence address”) and not who was my supplier.
As I finished typing this I have had yet another call from British Gas (27/10/2022 12:54), but sadly as I picked up they put the phone down. My guess is that yet again they want the “official complaint” closed. Which seems silly because even if my meter serial number is eventually fixed and even if they do eventually send me the missing EBSS payments that doesn’t mean I have to close the complaint. At this point they should be paying me back for all the time I’ve spent dealing with their incompetence and they still have not resolved the issue (I can see the same meter errors on the NGED DUOS website. THE PROBLEM IS NOT RESOLVED!).
I think my lack of EBSS payments are down to the fact that my meter serial number is not on the NGED DUOS site, so British Gas thinks I'm not its customer when they find no meter serial number match which means they think I've both transferred to some other supplier (EBSS) and their customer (prepayment) at the same time. I'm beyond frustrated.
And that dear reader is how I lost all my hair!
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Comments
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who is your electricity supplier?
the EBSS will get credited to your electricity account0 -
I bet that you feel better after posting such a long thread.The mis-registration of meters is all too common and it has nothing to do with the supplier. New builds are allocated plot and flat numbers well before the local Council allocates postal numbers and post codes. All the new builds on my small development were mis-registered when the developer’s agent left the word Plot off the registrations.Your address will have a MPAN. You need to get your supplier to allocate the correct meter serial number to the MPAN. This can take a few weeks - sorry.
Finally, one question that you haven’t addressed. If your meter serial number is not allocated to your property then whose bills have you been paying? Does the correct meter serial number appear on your bills?0 -
DE_612183 said:who is your electricity supplier?
the EBSS will get credited to your electricity accountBritish Gas.Its pre-payment (via key) which is how I got slammed by British Gas but never knew about it for months/years because the pre-payment key was working... till it didn't.
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[Deleted User] said:I bet that you feel better after posting such a long thread.The mis-registration of meters is all too common and it has nothing to do with the supplier. New builds are allocated plot and flat numbers well before the local Council allocates postal numbers and post codes. All the new builds on my small development were mis-registered when the developer’s agent left the word Plot off the registrations.Your address will have a MPAN. You need to get your supplier to allocate the correct meter serial number to the MPAN. This can take a few weeks - sorry.
Finally, one question that you haven’t addressed. If your meter serial number is not allocated to your property then whose bills have you been paying? Does the correct meter serial number appear on your bills?I wish I did feel better, but I still have no EBSS and no sign that British Gas will solve the meter serial number issue.I've asked for the meter serial number to be updated/added for months, years even. They update their internal system (or say they have) and say "it will take 5-7 working days to be updated on the NG system) and yet nothing changes... I ring them again... nothing changes... and again...I've been paying my bills on my meter, its a pre-payment. I put money on the key and it lets me use it till I have to top it up again. It works until the key has issues and someone (British Gas being my current supplier) issues me a new one. What seems to happen is that the issuing reverts to the other flats meter serial number, then I ring up again and they issue another key using a manual correction system and I get a new key to the correct meter serial number which is great right up to the point the key starts to fail and it all starts over again.It still doesn't explain why BG have failed to send me my EBSS payment (although I've just this second had yet another call from someone higher up who says it was deffo issued on the 19th) and why they told me when I rang them on the 19th that sending the EBSS payment was not their problem and nothing to do when them. If the EBSS voucher has been issued, its looking like they did it on the 19th and not the 1st (to arrive by the 11th according to the gov rules, and BG's own website information page) when they should have.Its just one thing after another; one deceit after another.0 -
@[Deleted User] OP is on prepayment via a key/card so wouldn't have traditional bills I assume?🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her0 -
what is the timescale on your complaint? you have a timeline ready to go which is often the hardest thing to put together (as well as evidence) so when it hits 8 weeks you can escalate it to the ombudsman who will set out who should do what and by when as part of there ruling (if its' not sorted by BG before then).Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott
It's amazing how those with a can-do attitude and willingness to 'pitch in and work' get all the luck, isn't it?
Please consider buying some pet food and giving it to your local food bank collection or animal charity. Animals aren't to blame for the cost of living crisis.0 -
Thanks - I hadn’t picked up on that: it was a rather looooooong post. The OP says that he has been aware of this issue for sometime. It that is the case, and the supplier hadn’t responded to a request to resolve it, then why no escalated complaint?EssexHebridean said:@[Deleted User] OP is on prepayment via a key/card so wouldn't have traditional bills I assume?
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An update and still no resolution.British Gas called, and some slightly higher up told me "the voucher was definitely dispatched on the 19th".They said the voucher number was : 1xx xxx xxx (a 9 digit number) and that I could go to the post office to get it processed.I went to the post office, they said "we can't do it without the voucher and even if we could the number is a 16 or 18 digit number starting with a 9". I went to the only other payzone place here, they said "that doesn't look like any number we can deal with as its not an RTI number and we can't even deal with vouchers because we don't have a machine that can scan them".So not only was the voucher number I was given not correct, no one could use it even if it was a valid number as the only place that can handle vouchers is the post office and that needs the physical voucher.Even taking in to account that they lied by telling me the vouchers were nothing to do with BG, they are still giving me duff information. And even if they issued the voucher on the 19th (and stuck it in the post the next day, on the 20th) it has still not arrived and it was posted 5 working days ago (6 but one day was a strike day). So I get the feeling that once again they have lied to me.I can't deal with this any further today as its starting to stress me out (I didn't sleep well last night worrying about it; going round and round in my head) so I guess a bad night tonight and I'll try and deal with it tomorrow.Utter incompetence at scale and, it seems, lies as scale as well by British Gas..1
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yes. its probably good if you can do something to help clear you head and forget about it for an evening/the weekend. never know and it might drop on your door mat with the post on monday morning (fingers crossed).Almost everything will work again if you unplug it for a few minutes, including you. Anne Lamott
It's amazing how those with a can-do attitude and willingness to 'pitch in and work' get all the luck, isn't it?
Please consider buying some pet food and giving it to your local food bank collection or animal charity. Animals aren't to blame for the cost of living crisis.0 -
Menotyou said:Utter incompetence at scale and, it seems, lies as scale as well by British Gas..Frustrating as it all is, they are not telling 'lies' which would imply they know the truth and are choosing to tell you something else, the staff you are dealing with are merely inadequately trained and are saying what they incorrectly believe to be true.Net result though is the same, just take this to the Ombudsman...
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