British Gas won't allow bills to be paid other than online - made two complaints

[Deleted User]

Unfortunately, despite being seen very often, "I don't want do things that way" is not a particularly good argument.  

Parsnip1

I fully appreciate that many older people can and do many things online, and many are a lot more capable than I am.
But it is very difficult for people with mild dementia to learn something so completely new, and they are being prevented from doing what they have been able to do - and could continue to be able to do - independently. And sadly, in my community at least, that is a large proportion of people. 
I fully accept things have to change, but I just wish the pace slowed down a bit so that those who are unable to catch up have other alternatives.

[Deleted User]

Parsnip1 said:

I fully accept things have to change, but I just wish the pace slowed down a bit so that those who are unable to catch up have other alternatives.

The first 'electronic' transaction was in 1871.  The internet was invented in the 1980s (although some would say the 1960s).  The first online banking was in 1994.  Digital-only payment providers have been around since the late 1990s.

It is now nearly 2023.  

Spoonie_Turtle

Parsnip1 said:

I fully appreciate that many older people can and do many things online, and many are a lot more capable than I am.
But it is very difficult for people with mild dementia to learn something so completely new, and they are being prevented from doing what they have been able to do - and could continue to be able to do - independently. And sadly, in my community at least, that is a large proportion of people. 

I fully accept things have to change, but I just wish the pace slowed down a bit so that those who are unable to catch up have other alternatives.

My Nan learned to use a computer for basic things (not quite to the level of paying bills) until something happened - I forget what exactly - and she came out of hospital having forgotten how to do it and unable to retain it when we tried to teach heragain.  It upset her because it was something she enjoyed and she really tried hard to relearn but just couldn't.  [Plus frequent UTIs gave her symptoms similar to dementia so even before she actually had it, half the time she was functioning as if she did already.]

It's not necessarily that we need the pace of change to slow, just that we need legacy methods to not be completely done away with so that people aren't left behind.  It's an access issue - if people are unable* to use the newer methods, it's not fair to completely take away their access and independence.

*unwilling ≠ unable

Grandad2b

Gerry1 said:

Parsnip1 said:

It's a very simple issue - she just needs bills to be posted to her and to pay them at a post office or bank.

Not a good idea because that's the most expensive tariff.  Is there any reason why she can't have Monthly Direct Debit?

 That's not really addressing the issue, is it? If the OP's neighbour is only able to pay on receipt of bill then that's her right. BG cannot insist on online or monthly DD payments even if they charge less.

pinkladyvenus said:

I use to receive my bill by post from British gas, once they changed their computer billing system the problems started no email to tell me a meter reading is required, or that a new bill is on my account. The paper bills that I regularly received stopped. ( I pay cash over the counter at P.O). I have complained and had no response and am also at the Ombudsman stage.

 As far as I know my next door neighbour is still paying for his energy on receipt of the bill. 
I believe there may be another option - variable direct debit that would take the money directly out of the customer's bank account after about a fortnight. I don't know if BG offer this.

Neil_Jones said:

Being "elderly" is not an obstacle to going online or doing things online.

No end of 60/70/80/90+ year old people online.  If they don't want to go online that's their problem.  But that's the way things are.

I agree, being elderly isn't in itself an obstacle to doing things online.
Having age related mental or physical impairment could be though! And although it's their problem it is a real problem, not an imaginary one as you seem to be implying.

Incidentally, some of us in our 60s and 70s haven't quite got used to being called elderly just yet.

Spoonie_Turtle said:

Parsnip1 said:

I fully appreciate that many older people can and do many things online, and many are a lot more capable than I am.
But it is very difficult for people with mild dementia to learn something so completely new, and they are being prevented from doing what they have been able to do - and could continue to be able to do - independently. And sadly, in my community at least, that is a large proportion of people. 

I fully accept things have to change, but I just wish the pace slowed down a bit so that those who are unable to catch up have other alternatives.

My Nan learned to use a computer for basic things (not quite to the level of paying bills) until something happened - I forget what exactly - and she came out of hospital having forgotten how to do it and unable to retain it when we tried to teach heragain.  It upset her because it was something she enjoyed and she really tried hard to relearn but just couldn't.  [Plus frequent UTIs gave her symptoms similar to dementia so even before she actually had it, half the time she was functioning as if she did already.]

It's not necessarily that we need the pace of change to slow, just that we need legacy methods to not be completely done away with so that people aren't left behind.  It's an access issue - if people are unable* to use the newer methods, it's not fair to completely take away their access and independence.

*unwilling ≠ unable

That's precisely what's recently happened to my mother - she went into hospital after a fall and came out weeks later (because of delays getting a suitable care package put in place) unable to work her computer or PVR. 

Gerry1

Grandad2b said:

I believe there may be another option - variable direct debit that would take the money directly out of the customer's bank account after about a fortnight. I don't know if BG offer this.

Yes, BG do offer Monthly Variable Direct Debit, as shown on my bill !

Grandad2b

Gerry1 said:

Grandad2b said:

I believe there may be another option - variable direct debit that would take the money directly out of the customer's bank account after about a fortnight. I don't know if BG offer this.

Yes, BG do offer Monthly Variable Direct Debit, as shown on my bill !

This might be the best option for the OP's neighbour - she pays only for what she's used and so avoids building up a debt or credit. But it's not for me to make the decision on someone else's behalf.

ariarnia

i think ofgem require suppliers to allow payment methods for people who can't have bank accounts (like bankrupts or finance related crimes) and these are paying over the counter or at a pay point so them having to have a way to pay thats not online is not really to do with age (other than thats why some people might want to pay that way). 

Parsnip1

Thanks everyone, really helpful suggestions. I'll ask her what she wants to try next.

Grandad2b

Bankrupts can't have bank accounts? Really?

Still, prepayment meters are probably even worse than paying quarterly on receipt of the bill.