British Gas are you listening

Eltel07

I've been reading the MSE forums and chats on various platforms about dealing with British Gas, I've come to the conclusion that you just can't, either its not within the scope of the person your calling or chatting to, some can transfer you to the right person, others say they can't, all seem to say the same generic thing, very empathetic but that's your lot.

Now I am under no illusion that the front end have a script or crib sheet to read from, I'm also under no illusion that there are very few people who have the authority to resolve issues, but can this level of obstruction be in anyway beneficial to customers.

I dare say many a company makes errors, many correct these errors in a reasonable time, but in my case and I suspect many others, British Gas are failing on so many levels its shocking.

I've created this post not to rant about the front end of Customer Services, more those who either do not interact with issues raised or the automated systems British Gas relies on, Smart Meter issues, estimated bills that appear in addition to monies taken by Direct Debit, Gas and Electric usage discrepancies and of course the usual chestnut not resolving complaints.

There are many avenues you can go down, make a complaint ( watch the ink dry on that one), use Resolver ( great tool but now seems ignored), use Facebook Messenger ( that's laughable), WhatsApp ( same as Messenger), finally the Ombudsman but not before you get a deadlock letter ( they don't like sending them), sadly we consumers are bullied by these large companies, who takes them to task I wonder?

Personally I have in my time ( before retirement), dealt with high level complaints, so I kind of know the format, but even that insight hasn't helped me in my issues with BGas, so little  chance for the average punter I suspect.

Perhaps a name and shame on national television or the press is the answer, or moving to another supplier, try doing that when your billing is all to pot, no one wants you until your old account is solvent, catch 22 anyone?

[Deleted User]

Customer representatives have long been withdrawn from this forum. My advice, FWiW, rather than tolerate what you regard as poor customer service, save yourself a few heartbeats for later life and ‘ditch and switch’. I have been an Octopus customer for 5 years which is an indication of what I think about their tariffs and customer service. Switching can often resolve old supplier billing issues as they have industry readings that they have to use for final billing.

Gerry1

Another vote for switching to Octopus.  Far better company, standing charges slightly lower than the cap and the clearest billing system I've ever seen.

Start a switch and make a formal complaint if BG block it or get their sums wrong.

Xbigman

I switched my gas from BG to Octopus in March. I was most surprized a few days later to get a call from BG asking if there was anything they could do to get me to stay. There wasn't. I do wonder just how many customers they are losing right now. 


Darren

brewerdave

If everyone followed the above advice, then Octopus customer service and systems would very rapidly go down the pan !!!

Raxiel

British Gas. The same company that set legal precedent over the application of the Protection from Harassment act through their pig headed treatment of a customer in Ferguson v British Gas.

Yeah, they've always been a law unto themselves.

morhen

Even when you switch they don't leave you alone.  I still get pestered by Morrison Data Services, looking for a reading on behalf of British Gas, when they don't supply the property any more!  i had my final bill, paid it all, but nope, they just don't quit.

brewerdave

morhen said:

Even when you switch they don't leave you alone.  I still get pestered by Morrison Data Services, looking for a reading on behalf of British Gas, when they don't supply the property any more!  i had my final bill, paid it all, but nope, they just don't quit.

I find BG a dreadful company to deal with BUT not sure you can blame them for this. I've had meter readers in the past , looking to read the meter for a supplier I hadn't used for years - suspect that Morrison Data Services have an old database which hasn't been updated.

Petriix

I was really happy with the 6 week period for which I was a British Gas customer after Neon Reef went bust. BG fitted the smart meter which gave me access to Octopus Go Faster... Then they promised me that my final bill was 'on hold' while awaiting my NR credit to be transferred... Then they wrote off what I owed in response to my complaint after they started chasing the 'debt'...Finally they sent me a cheque for the NR credit.

My advice is to compose a well-worded (not angry, just factual) complaint and hope to encounter someone reasonable in the complaints team. 

born_again

Eltel07 said:

I've been reading the MSE forums and chats on various platforms about dealing with British Gas, I've come to the conclusion that you just can't, either its not within the scope of the person your calling or chatting to, some can transfer you to the right person, others say they can't, all seem to say the same generic thing, very empathetic but that's your lot.

Now I am under no illusion that the front end have a script or crib sheet to read from, I'm also under no illusion that there are very few people who have the authority to resolve issues, but can this level of obstruction be in anyway beneficial to customers.

I dare say many a company makes errors, many correct these errors in a reasonable time, but in my case and I suspect many others, British Gas are failing on so many levels its shocking.

I've created this post not to rant about the front end of Customer Services, more those who either do not interact with issues raised or the automated systems British Gas relies on, Smart Meter issues, estimated bills that appear in addition to monies taken by Direct Debit, Gas and Electric usage discrepancies and of course the usual chestnut not resolving complaints.

There are many avenues you can go down, make a complaint ( watch the ink dry on that one), use Resolver ( great tool but now seems ignored), use Facebook Messenger ( that's laughable), WhatsApp ( same as Messenger), finally the Ombudsman but not before you get a deadlock letter ( they don't like sending them), sadly we consumers are bullied by these large companies, who takes them to task I wonder?

Personally I have in my time ( before retirement), dealt with high level complaints, so I kind of know the format, but even that insight hasn't helped me in my issues with BGas, so little  chance for the average punter I suspect.

Perhaps a name and shame on national television or the press is the answer, or moving to another supplier, try doing that when your billing is all to pot, no one wants you until your old account is solvent, catch 22 anyone?

Resolver is just a 3rd party company that sends your complaint on. Better to go direct.
All the others will just go to the same people.

You do not need to wait for a deadlock letter, once 8 weeks has passed you can go straight to the Ombudsman 👍