Still no refund

sarahmichael0812

I have still not received my October refund of £66 from British Gas. I have phoned, messaged, emailed and raised a complaint. I’ve been told to wait, that they have no control over when the government allocate the money??, then the last correspondence I had was a text saying I would have it by 31 October. I haven’t. What on earth can I do??

MattMattMattUK

sarahmichael0812 said:

I have still not received my October refund of £66 from British Gas. I have phoned, messaged, emailed and raised a complaint. I’ve been told to wait, that they have no control over when the government allocate the money??, then the last correspondence I had was a text saying I would have it by 31 October. I haven’t. What on earth can I do??

You can wait. 

ariarnia

if you raised a complaint then in 8 weeks you can escalate it to the ombusman. in the mean time there isnt much you can really do unfortunately. 

LindsayT

ariarnia said:

if you raised a complaint then in 8 weeks you can escalate it to the ombusman. in the mean time there isnt much you can really do unfortunately. 

It's hardly an Ombudsman matter. It will arrive at some stage and I don't know why the OP started another thread about this when she already had another thread going about it.

ariarnia

LindsayT said:

ariarnia said:

if you raised a complaint then in 8 weeks you can escalate it to the ombusman. in the mean time there isnt much you can really do unfortunately. 

It's hardly an Ombudsman matter. It will arrive at some stage and I don't know why the OP started another thread about this when she already had another thread going about it.

the ombudsman specifically accepts complaints about customer service including misinformation.

Customer service complaints in the energy sector.

If you have an unresolved customer service complaint about your gas or electricity supplier, we may be able to help. We are approved by the energy regulator Ofgem to independently handle disputes between companies and their consumers.

The most common types of customer service complaints are about:

1. Quality of customer service.
2. Request not actioned.
3. Misinformation.

https://www.ombudsman-services.org/problems/customer-service 

if in two months (so probably at least 10 weeks after the payment/voutchers were supposed to be issued) they still havent had there credit and if BG keep giving deadlines for payment that are then missed without explanation ( and for the pre pay meters saying the voutchers are nothing to do with them or saying they are issued by he post office as on other threads!) then i think escalating to the ombudsman is the next step.

i have every sympathy for the CS team trying to respond to these contacts via what is obvioulsly a bad script but by 1 Dec anyone still being told by CS to wait for there oct payment has a right to a proper explnation and resolution.