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British Gas backlog with questions/complaints: Meter and Billing System change
My old gas meter was replaced with a refurbished "Dumb Meter" (not a Smart one) in October 2022.
The same week, British Gas had moved my billing from their "Classic" old accounts system to their new system.
Result...... they have no record of my meter change and generated a bill just on the old meter. Everything seems to have gone haywire!
So for the past 5 weeks I have been trying to get this sorted out. Sent photos of the new meter and its readings. Spoken to reps on the phone, done webchats and also logged a Complaint 3 weeks ago. Still no joy.
Today they have told me that they do have an enormous backlog in sorting out things that have gone wrong. They have hired in new staff who are being trained.
The backlog is caused by all the new customers who were transferred from those companies that went bust. Also the prepayment meter problems. Etc.
The old "Classic" Accounts system is not integrated with the "New" System, when it comes to things like this. A completely different subset of British Gas employees has to have a query raised to deal with the problem. (From this, I think it must mean that no British Gas employee is now able to access and work on both systems.)
They cannot tell me where I am in this long queue, but I was left thinking it could be many tens of thousands of people who are waiting to be dealt with.
I just have to wait, he said. So I said.... when should I look into this again, 3 months?? He said if it takes that long, he will also be worried!!
Just to let you all know. It will probably take ages to get your own problem and/or complaint sorted out at British Gas!
The same week, British Gas had moved my billing from their "Classic" old accounts system to their new system.
Result...... they have no record of my meter change and generated a bill just on the old meter. Everything seems to have gone haywire!
So for the past 5 weeks I have been trying to get this sorted out. Sent photos of the new meter and its readings. Spoken to reps on the phone, done webchats and also logged a Complaint 3 weeks ago. Still no joy.
Today they have told me that they do have an enormous backlog in sorting out things that have gone wrong. They have hired in new staff who are being trained.
The backlog is caused by all the new customers who were transferred from those companies that went bust. Also the prepayment meter problems. Etc.
The old "Classic" Accounts system is not integrated with the "New" System, when it comes to things like this. A completely different subset of British Gas employees has to have a query raised to deal with the problem. (From this, I think it must mean that no British Gas employee is now able to access and work on both systems.)
They cannot tell me where I am in this long queue, but I was left thinking it could be many tens of thousands of people who are waiting to be dealt with.
I just have to wait, he said. So I said.... when should I look into this again, 3 months?? He said if it takes that long, he will also be worried!!
Just to let you all know. It will probably take ages to get your own problem and/or complaint sorted out at British Gas!
0
Comments
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Hi,best to take regular meter readings, not IHD, and keep a wee spreadsheet to keep eye on usage and cost.1
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Yes thank you for that advice. I am taking periodic photos of the meter readings.
My sister is worried.... she said if they also now refurbish my old meter, could I end up getting charged for both meters?!0
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