I haven't received my energy vouchers of £66

Barbosa1988

Hi there,
I hope someone's able to help as really I don't know what else to do.

I haven't received the vouchers of October and November for energy. 

I had multiple calls with British gas raising my concerns and I've been given different information, I lost account how many times they escalated the problem but still, haven't received any vouchers on the post.

I opened a case with citizens advice but unfortunately they can't do much.

I spoke with ombudsman but at this stage and they can't really help either, they just advised for me to keep records of all conversations on the Web chat and/or emails. They don't know what they can do in case these vouchers go out of date either as we only have 12 weeks to claim them.

I emailed my local MP yesterday exposing the situation so I don't really know if he'll help.

British gas isn't helping at all and this is causing a hell of a lot of stress.

Does anyone else does what else I can do to get this sorted ASAP??

Thanks for reading. 

Robin9

Have you formally complained to BG -  a letter by snail mail headed COMPLAINT ?

Do you take your ELECTRICITY from BG ?

stewie_griffin

Do you have a key meter and are BG your electricity supply. What have they said when you’ve spoken with them?

macman

Only PPM customers without smart meters will get vouchers-are you in that category?

Barbosa1988

I did open an complaint with them and they actually closed it because they "sorted it" apparently. This was done against my will and I emailed them back. So, i did emailed them back saying the issue wasn't sorted it and they can't close it just because they feel like it. 

I'm on a traditional key meter so that's why I've to wait for the vouchers that were sent on multiple dates but never got to my address. I lost account for the times they escalated the issue and the times they said I'll be getting them at any day.

Is there anything else I should do?

Robin9

Time then for that snail mail COMPLAINT as above.

doesntnotcompute

They can reissue the vouchers if they go uncashed, the scheme closes on 30th June 2023 so nobody will be able to cash vouchers after that date.

They can also issue cheques or credit a bank account or a BG gas account if you have normal billing for that.

I think it may be a case of waiting until the expiry date of the vouchers and then you can pursue the above, obviously if you could really use the money now that's not much use.

I've still got £254 credit on my key to put on the meter before I can start adding the vouchers to the key. I'm not overly worried about it honestly - I think it will all sort itself out next year.

I've recently become aware of about 8 letters (nothing to do with utilities) that haven't been delivered over the last couple of months from the NHS, council etc etc. That's more worrying to me at the moment - I wonder where they've all ended up!? I think there's alot of other people in the same boat - missing vouchers and letters missing or taking aaaages to arrive.

Barbosa1988

What I heard is that vouchers only have 90 days, after been issued, to claim it.
I do understand about postal issues but I think is way to long now, specially if they ,as they said, resend them??
Citizens advice is now, contacting BG to issue a deadlock letter.. my local MP got back to me today so he's on the case aswell. We shall see.

bobby1111

Hello

Im with british gas and have a prepay gas and electric meter with them same problem have called them multi time and online chat, opened now 3 complaints with them.shut me down each time i ask where is my voucher for oct and nov.

They said they have reissued them never turned up...nothing but lies 

Wait 8 weeks for ombusman may be best option

Good luck

ariarnia

i'm hoping it doesn't get that far for people and there just being really slow bu wanted to say that you dont need to snail mail a complaint and it doesn't matter if BG 'close' it on there system as long as you point out the problem isnt fixed. even if bg say its fixed when it isnt or keep fobbing you off you can go to the ombudsman as soon as the 8 weeks is done. 

an email complaint is fine for the ombudsman (the ombudsman would actually be fine with any method of contact that bg say customers can contact them by so twitter and instant chat are all fine as well as long as you take screen shots) and keeping everything digital (and in writing not phone calls) will make it easier to add the evidence to the case if you have to escalate it at 8 weeks. 

Thump1970

Absolutely in the same boat,4 calls to BG 3 calls in November,always saying they are on their way,they tried to blame the government saying it should be them to reissue the vouchers,but when I asked which department or who I should contact,they had no idea (and this was from a supervisor)they just keep telling me they are on the way 🤷🏻‍♂️as another poster pointed out,they have a shelf life of 90 days,I’m not panicking yet but have already had to put £60 on my electric so far.As well as gas etc😡