On non-smart prepay meters for energy? Let us know if you've had your £66 help vouchers 24 November 2022 at 3:46PM edited 6 December 2022 at 2:58PM in Energy 15 replies 645 views

MSE_Petar

Update Tuesday 6 December: The survey results have now been published – see our MSE News story: Over 30% of British Gas prepay customers say they're still waiting for October and November energy bill help vouchers in MSE survey. Thank you for your responses and comments.

Hi everyone,

We're doing some research about people's experiences with the Government's energy help vouchers for those on non-smart (traditional) prepayment meters.

The first two of these vouchers, worth £66 each, were due to be sent out to people in the first few weeks of October and November - but we're hearing reports some prepay customers aren't receiving them, while others are struggling to redeem them.

If you're on non-smart (traditional) prepay meters and have a few minutes, please could you let us know how you've got on with the vouchers in our survey below:

MSE prepay vouchers survey (closed)

Thanks,
MSE Petar

borderline

Thank you. Survey sent 

paulwalker82

no i have not recieved any vouchers as of today and all i get when i contact them is excuse after excuse as to why , just about given up any hope of ever getting them to be honest

borderline

paulwalker82 said:

no i have not recieved any vouchers as of today and all i get when i contact them is excuse after excuse as to why , just about given up any hope of ever getting them to be honest

same here , I even opened a case with Resolver and I'm still being ignored by SSE, over the phone and web chat just excuses but they don't send me anything

mu43

Thank you! Survey sent. None of the vouchers received here either, British Gas keep saying to wait for the vouchers to come on post and Royal Mail strieks are making the situation even worse. I suggested British Gas to issue the vouchers via SMS or email as per the gov guidance but I always get a negative via phone or chat. I have a complaint since over than a month and they haven't replied yet

Chrisjk_2

Survey completed,
 As British Gas no longer use Pay Point, I am unable to top up on My gas for heating, which is what I thought the scheme was for.

On the plus point I wont have to top up the leccy for a few months!!

CurlySue2017

The survey has been closed so can't complete but our vouchers have been received within the first couple of days of the month.

First one was straight forward, second one the shop refused as they have been having people presenting fakes!!  So had to go to a different place to redeem that one

borderline

I'm still missing October and November vouchers from SSE.. who doesn't seem to care despite my case being escalated (apparently ) but nothing arrives and nobody calls me back

coffeeplease

The survey is closed, but I have been getting my Ovo/Boost electric vouchers by post for my traditional key meter and have redeemed two so far successfully.

I do have a mate who has a smart meter and uses an app (instead of a card or key) to top up, but Boost has sent her a paper voucher that she cannot redeem because PayPoint insists that she must have a card or key to put the credit on, while Boost insists she does not need a card or key. She tried to scan the voucher bar code with her phone app but it did not recognise the code. So far, all attempts to speak with Boost customer services have been failures; they keep saying they can only take calls from customers with emergencies and will not advise how to resolve her situation. Madness. In actuality gov uk website says that energy help credit should be automatically applied to customers smart meters at the beginning of the month(s), so it looks like the scheme is not being managed and dispensed correctly by this utility. 

MSE_Petar

Hi everyone,

Thanks for your survey responses and comments. 

The results have been published in our MSE News story:

Over 30% of British Gas prepay customers say they're still waiting for October and November energy bill help vouchers in MSE survey

Thanks,
MSE Petar

Sirius_Minor

Received Oct's on 5/10 & Nov's on 4/11.
Vouchers sent via e-mail (Utilita)
Not received Dec's yet.