Problems with British Gas

FiestaRed

A few weeks ago I received a mail from British Gas informing me of the latest increase. Since then I got a new standing order figure which was less than a third of the figure shown in the original mail. I've now had further mails from BG telling me they forgot to take the reduced figure out of my bank and saying they will do it later.

Everything is getting so confusing it's making me feel ill. I made a complaint to British Gas over three weeks ago but all I've had is three text replies saying they're very busy and will get back as soon as they can.

Is there anyone else I can contact, someone outside British Gas? All this is really getting me down.

[Deleted User]

Is there anyone else I can contact, someone outside British Gas? All this is really getting me down.

Make an appointment to see a Citizens' Advice Energy Adviser. CA has access to energy supplier senior management teams.

FiestaRed

[Deleted User] said:

Is there anyone else I can contact, someone outside British Gas? All this is really getting me down.

Make an appointment to see a Citizens' Advice Energy Adviser. CA has access to energy supplier senior management teams.

Thanks for the help, really appreciated.

housebuyer143

British gas are the worst company to deal with. You will get different advice depending who you speak to and some will outright lie to you. 

Best avoiding speaking to them if you can, or go on the online chat and put in complaint and maybe you get through to someone competent.

FiestaRed

housebuyer143 said:

British gas are the worst company to deal with. You will get different advice depending who you speak to and some will outright lie to you. 

Best avoiding speaking to them if you can, or go on the online chat and put in complaint and maybe you get through to someone competent.

Getting through to anyone at BG is a major problem, even with the online chat area.

macman

Have you checked in your online account to see what is going on? Have you submitted meter reads recently?

housebuyer143

FiestaRed said:

housebuyer143 said:

British gas are the worst company to deal with. You will get different advice depending who you speak to and some will outright lie to you. 

Best avoiding speaking to them if you can, or go on the online chat and put in complaint and maybe you get through to someone competent.

Getting through to anyone at BG is a major problem, even with the online chat area.

I have had the most luck on Facebook chat, providing it's not urgent you do get a reply and the people seem to do what they say at least.
If you put a complaint on via Facebook messenger they might actually call YOU. They did to me once...
There is the option to put a complaint in via your online account. I believe that's the most likely way to get someone to help you.

Phones4Chris

FiestaRed said:

housebuyer143 said:

British gas are the worst company to deal with. You will get different advice depending who you speak to and some will outright lie to you. 

Best avoiding speaking to them if you can, or go on the online chat and put in complaint and maybe you get through to someone competent.

Getting through to anyone at BG is a major problem, even with the online chat area.

I wouldn't waste your time with their online chat. It'll take ages to get your problem explained and then what they tell you won't necessarily be the case. It's a major time and effort waster.  They've even removed the link again so you can make a written complaint that gets submitted as email. If CA can't help, I'd write - Complaints Management Team, PO Box 226, Rotherham, S98 1PB

housebuyer143

Phones4Chris said:

FiestaRed said:

housebuyer143 said:

British gas are the worst company to deal with. You will get different advice depending who you speak to and some will outright lie to you. 

Best avoiding speaking to them if you can, or go on the online chat and put in complaint and maybe you get through to someone competent.

Getting through to anyone at BG is a major problem, even with the online chat area.

I wouldn't waste your time with their online chat. It'll take ages to get your problem explained and then what they tell you won't necessarily be the case. It's a major time and effort waster.  They've even removed the link again so you can make a written complaint that gets submitted as email. If CA can't help, I'd write - Complaints Management Team, PO Box 226, Rotherham, S98 1PB

Wow! That's almost as bad as the time they turned the phone lines off for days. No joke. It would say "if it's an emergency stay in the line" then hang up on you.

I don't know any company that can act like that and get away with it. 

FiestaRed

macman said:

Have you checked in your online account to see what is going on? Have you submitted meter reads recently?

All meter reading are taken from the 'Smart' meter and they are up to date.

fryedslyce

Phones4Chris said:

FiestaRed said:

housebuyer143 said:

British gas are the worst company to deal with. You will get different advice depending who you speak to and some will outright lie to you. 

Best avoiding speaking to them if you can, or go on the online chat and put in complaint and maybe you get through to someone competent.

Getting through to anyone at BG is a major problem, even with the online chat area.

I wouldn't waste your time with their online chat. It'll take ages to get your problem explained and then what they tell you won't necessarily be the case. It's a major time and effort waster.  They've even removed the link again so you can make a written complaint that gets submitted as email. If CA can't help, I'd write - Complaints Management Team, PO Box 226, Rotherham, S98 1PB

The online written complaint form is still available, British Gas just make it very hard to find. I think it's a test, if you're determined enough to find the form then BG know you're serious about your complaint and you'll get a response. Worked for me anyway.

https://www.britishgas.co.uk/help-and-support/complaints/gas-and-electricity