British Gas - absolutely no idea what to do now - no answers!

ChrisJJ

Mobtr said:

The chances are Cadent haven’t told BG that the meter has been changed & wont have sent the flows needed to update your account with the new meter. 

Ring the complaints line on 0333 2029532 & stress you have had your meter changed. They’ll probably ask you to email in a photo of your meter including the yellow sticker that should be on there with the exchange details, & they’ll update it from there. Might take a bit of time though 

Thanks for that phone number, but it doesn't seem to be a complaints line, just a regular BG line.

Annemos

There does not seem to be an actual Complaints line. Mine was opened up by British Gas themselves when I spoke to them on one of the calls. They asked me if I wanted to open up a complaint. At that stage I had said no. But I later opened one up through my own Account. 
=====

Same happened to my friend... BG opened one up themselves in S Africa, but we did not know they had opened one up for her. I had logged a complaint on her behalf through her own account four days later AND I TOOK A SCREENSHOT AS I SUBMITTED IT! ("Complaint received." The e-mail with the Complaint number followed soon after). 

It was only when I contacted the chat bot people to find out the status of our own Complaint, that chat bot person said he could only see the BG submitted Complaint and not mine. They also implied that S Africa and India cannot see Complaints we submit ourselves though our Account, as they are dealt with by a different team. I have sent both Complaints to Ombudsman now. (We did not like their ultimate reply to the BG opened Complaint. And after 8 weeks with no response to mine... both Complaints are now at the Ombudsman.) 

Mobtr

ChrisJJ said:

Mobtr said:

The chances are Cadent haven’t told BG that the meter has been changed & wont have sent the flows needed to update your account with the new meter. 

Ring the complaints line on 0333 2029532 & stress you have had your meter changed. They’ll probably ask you to email in a photo of your meter including the yellow sticker that should be on there with the exchange details, & they’ll update it from there. Might take a bit of time though 

Thanks for that phone number, but it doesn't seem to be a complaints line, just a regular BG line.

Sorry I did just google BG complaints number & that’s what came up. Did you manage to speak to anyone? 

ChrisJJ

Yes, and they were as useless as ever. They did say that the date for the complaint to be dealt with was yesterday so I should wait to hear something. She confirmed it had been escalated. I was quite happy to just get off the phone, as I've now decided to take it further....as soon as I can muster up the energy to put everything together!

ChrisJJ

Update (not much of one): Having just received a bill for 720, despite my online account still being in credit by 1,000, I finally contacted the Ombudsman. Bit concerned as haven't yet had a confirmation email. Will ring them tomorrow. Another text from the Senior Customer Service Advisor apologising for not getting back to me by 22nd August but she'll be in touch by 29th September to update me....I won't hold my breath.

The bill for 720 Is for the past 18 months! And it makes no sense at all. 

wrf12345

It costs slightly more but BG can't take huge chunks of dosh out of your bank account when their accounting system gets mixed up....

[Deleted User]

British Gas told us that that the gas use on the homeowner's side of the meter is the homeowner's responsibility and not British Gas. This was a Gas Fire in the home. 

Why would you think that this isn’t the case? Having a fire installed with a BG logo doesn’t change the simple fact that the leak was downstream of the meter and all piping from the meter is the homeowner’s responsibility.

Annemos

I never said I DID think this is the case Dolor. What do you mean? 

I was pointing this fact out to another Poster!