British Gas Won't Update XOserve Meter Details

Benji_23

Hi all - I've had a good read through other topics similar but can't seem to find any in same situation as this. 

We moved into a property Nov 22. Existing prepayment meters with BG. There was a small gas leak in the meter box so they changed meter immediately that day. 

We were able to finally move onto credit meters as of March 18th. They made us take smart pre-payment meters first and then were able to switch us to a credit account for both Gas and Elec March 18th. 

For multiple reasons am desperate to switch from BG. No supplier will take us on however due to Gas meter being incorrectly registered on the National Database (Xoserve) as a prepayment meter. 

Many phone calls over 5 week period to BG have been told a variety of excuses but essentially that they've 'created a request' or that 'its with National Database now so its their responsibility'. 

Has anyone had similar happen? I've ensured they have the correct MPRN number, made numerous requests, been assured it should only take 1 week maximum. I honestly thing there is an issue with British Gas system but it feels as if no way of identifying that, as customer service agents can only 'make a request to the back-office team'. Needless to say, infuriating. 

Any previous experience welcomed. 

[Deleted User]

Submit a written complaint and if necessary escalate it to The Energy Ombudsman.

Benji_23

said:

Submit a written complaint and if necessary escalate it to The Energy Ombudsman.

Thanks, have managed to submit a complaint at last today. Despite numerous complaints being raised over the phone, none were actually lodged it seems and no reference numbers given. At least have a reference number and can now go to Ombudsman if not resolved.