I haven't received my energy vouchers of £66

doesntnotcompute

The vouchers have a 3 month expiry but can be reissued right up until the scheme closes on 30th June 2023.

The supplier guidance for uncredited payments is from 5.73 here:

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1105770/energy-bills-support-scheme-guidance-electricity-suppliers.pdf

Suppliers are supposed to contact customers with uncashed vouchers "at least one-month before the expiry of the specific unredeemed EBSS payment". So for October vouchers that's the next couple of weeks. I'll be surprised if they do - but they should be doing it according to the guidance.

Barbosa1988

BG just keeps escalating the issue. I asked them how many times they can escalate the same problem..
I'm just starting losing my patience really!!
Citizens advice and i asked for a deadlock letter. It's gonna be a week tomorrow, still haven't heard anything from them. When I ring, it feels like they don't work for the same company as they just give me mixed information. 
For the ones on the same position as me, I'd recommend emailing your local mp. Government needs to know that these vouchers aren't on our hands!

paulwalker82

same here , i have not had any vouchers yet and one excuse after the other as to why not , the best one was it was because they did not have a photo of my meter , i have no doubt we will not be getting these without possibly taking them to court for it

Thump1970

Just an update from me,after another hour trying to get through to British Gas,I was informed,yet again,I would be receiving Octobers and Novembers within a week.The girl in the phone said they had all received an email telling them that THIS time they would be sent out.I don’t know about the rest of you but I’m still not convinced!I rang a local charity,the energy trust and they provided me with a text code over the phone which I used for £49,so I’m fine for now thanks to them.The way we have been treated by British Gas is despicable!I will let you know IF and when I eventually receive anything from BG 😡

Barbosa1988

Yes, please let us know.
I lost account to the times I've phoned them. I requested a deadlock letter and a subject access request and I don't think they ever done it. BG staff has no clue about anything so I'm sending them a letter signed for. In a few days it'll be 3 vouchers!! Im just fuming with them! I'll check what I can do and I'll let you know!

doesntnotcompute

I wonder if any of these vouchers have accidentally been binned as junk mail. They don't come in a British Gas envelope, it's a small white envelope that says "Important documents enclosed" "This is not a bill" - I thought it looked like junk when I got the first one.

Thump1970

Doesnotcompute,at least you have seen one!
I have lost birthday cards,and had cards that had been opened.And obviously this is Post office employing temps or whatever,but BG are not saying they have been sent,they are claiming that there’s 1, a problem with the UK government.
2.problems with PAYZONE machines which actually top you up in the shop or PO.
And even if it was the Post Office,they can see we have not topped up!So instead of millions of plain envelopes lost in the post,it’s more likely that these envelopes weren’t sent in the first place!
My BG agent today,nice girl,South African by the sounds of it,like everyone you eventually reach,explained half their day was being spent dealing with people that still have not received a voucher.

doesntnotcompute

Thump1970 said:

Doesnotcompute,at least you have seen one!
I have lost birthday cards,and had cards that had been opened.And obviously this is Post office employing temps or whatever,but BG are not saying they have been sent,they are claiming that there’s 1, a problem with the UK government.
2.problems with PAYZONE machines which actually top you up in the shop or PO.
And even if it was the Post Office,they can see we have not topped up!So instead of millions of plain envelopes lost in the post,it’s more likely that these envelopes weren’t sent in the first place!
My BG agent today,nice girl,South African by the sounds of it,like everyone you eventually reach,explained half their day was being spent dealing with people that still have not received a voucher.

I've spoken to them using the online chat, it was very obvious they don't know what they're talking about - I think the customer service staff are in siege mode or something. They can't do anything about the issue and they probably have had various scripts to use to fob people off - I don't think it's accurate to say BG are saying these things like it's their policy or something.

When I worked in customer service for a short while (for RBS) it was like an echo chamber - everybody copied the best ways of getting rid of annoyed customers from each other and nobody working there had any great insight into the business. We were all just winging it for the most part, unless you were just calling to check your balance or something.

I was actually attempting to get them to credit my gas account instead of sending the vouchers - I ended up asking them to mark my address as unsafe for correspondence(!) which they claimed to have done. I still got the November voucher and I suppose I'll get the December one too.

"Something" will have to happen when the October vouchers expire in January - I'm tempted to hang on to my October voucher and see what happens but I'll probably cash all three in December. My January / February vouchers will have to be reissued because I can't use the electricity up quickly enough to fit them on my key or meter.

chris_n

I still fail to understand why this isn't all over the press. Send all of the consumer orientated TV programs emails and get it highlighted! 

[Deleted User]

You think the press are not aware?

I think they just decided that "some people haven't yet got their free money" isn't much of a story, and they are waiting for it to get worse.