British Gas incompetence? Or is it me?
Can someone please confirm I'm not going crazy? I've opened a case against British Gas with Resolver and the responses I've had from them is making me question my own sanity.
Apologies in advance for length.
I was on a brilliant fixed rate tariff with BG which ended 30th September 2023. I'd seen an old post on here in which a BG rep confirmed that if you switched
from a fixed rate tariff you would still be charged the same fixed
rates as long as your switch was initiated within 20 working days. This
would then be automatically applied to your final bill.
I know the post is from 2017 and so could have been out of date but I also received an e-mail from BG just four days before my tariff was due to end confirming it was still their policy...
received my final bill on 16th November 2023 but there was no
adjustment applied to the rates between 1st October and 26th October
which was when I switched.
I first complained to them via chat on 23rd November 2023 and was told that the issue had been successfully escalated with one of their dedicated teams and the person I chatted with told me they had personal follow up on my account for the following 7-14 days and that once the issue had been resolved they would send email confirmation.
I received no e-mail and no revised bill was sent so I contacted them again on 11th December 2023 and explained all of this to someone else who told me they had asked the original person I got in contact with to email me with a resolution. Again, I heard nothing.
I then decided to open a case through Resolver on 30th December 2023. They finally replied on 2nd February 2024 and informed me that starting from 1st October 2023, my tariff was automatically switched to Standard Variable Tariff and that this change in tariff was the reason why I had been charged based on the standard variable rates for the period between 1st October and 25th October 2023. I was also "assured" that the charges applied to my account were correct.
So I wrote to them again, pointing out that not only had I already provided a screenshot of an e-mail that BG themselves had sent me informing me of their policy but that it was also part of OFGEM's standard conditions for all suppliers (section 24.9). This applies to gas as well.
What's even more shocking about their response is that BG has previously been fined over this issue (thanks to evidence from MoneySavingExpert.com) and yet their customer service is still giving out the wrong information, even when a complaint has been made pointing out their policy!
This is their latest response, copied and pasted for clarity:
"Thank you for your response and for sharing the supporting documents with us. We appreciate your cooperation.
However, I wanted to inform you that whenever there is a change in the
tariff or tariff end, we proactively inform the customer by email to
choose a new fixed tariff or another tariff at least a week before. This
ensures that our customers have enough time to select an alternative
tariff that suits their requirements before the fixed tariff ends,
preventing them from being charged on a different randomly assigned
I understand how you must be feeling at the moment, but I wanted to inform you that in your case as well, you should have chosen either a fixed tariff or another suitable tariff. This would have prevented you from being charged on the standard variable tariff and instead, you would have been charged at a lower rate with the fixed tariff. Please be informed that if you do not select any alternative tariff before your fixed tariff expires, your account will automatically be moved to the standard variable tariff. This information is clearly mentioned on your online account when there is a tariff due.
Furthermore, I wanted to inform you that the charges of the standard variable tariff are considered and applied as per the regulatory moderation by Ofgem."
Please can someone tell me I'm not insane. Have I got this all wrong? If I have, I'll hold my hands up, but how can I be wrong with all that supporting evidence?
At first I was angry but now I'm just feeling upset.
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