British gas refund problem

SUPERGIRL2020

Last month I moved address same town new flat. 

When I gave my final meter readings to BG they sent me my final bill (feb 2nd) it said I was in credit nearly £300 the bill also said that this would be refunded to my bank within 10 days it has now been 18 days and nothing from BG has gone in my bank. 

I have rang them and gone on live chat several times and keep getting told the same old story by staff that the refund has been processed and sent to my bank. Ive told them time and time again nothing has gone in my bank. 

I put a complaint in and still nothing has happened. 

I feel like I'm getting nowhere. I don't know what to do now its really frustrating 

MultiFuelBurner

Follow the complaints procedure which is wait 8 weeks for a resolution or a deadlock letter sooner then escalate to the ombudsman service.

BG customer service appears to be one of the worse going on recent posts so not surprised.

Brie

Don't they have 14 days to respond to your complaint.  Once that has passed if they haven't done anything then you could escalate it.

SUPERGIRL2020

Brie said:

Don't they have 14 days to respond to your complaint.  Once that has passed if they haven't done anything then you could escalate it.

I'm not sure but I put a complaint in a few days ago to BG

SUPERGIRL2020

MultiFuelBurner said:

Follow the complaints procedure which is wait 8 weeks for a resolution or a deadlock letter sooner then escalate to the ombudsman service.

BG customer service appears to be one of the worse going on recent posts so not surprised.

8 weeks seems a long time to wait! Yes BG have been so bad since I joined them! I want to leave but they are the cheapest for me atm

flossy_splodge

I would recommend a letter to your MP. When BG owed me money and didn't pay I got bored waiting and a letter to my MP resulted in the money being in my bank within 36 hours! Much quicker than messing around with BG. Good luck.

SUPERGIRL2020

flossy_splodge said:

I would recommend a letter to your MP

Ive sent an email to my local MP. I got an automated response saying it can take up to 20 days for a response 🙄

jennifernil

Is it not the case that they are allowed a certain number of weeks to refund after producing the final bill, and if they do not then they have to pay you £30?

When we left our previous supplier they took the full allowed time to produce bill, plus full allowed time to refund.

SUPERGIRL2020

jennifernil said:

Is it not the case that they are allowed a certain number of weeks to refund after producing the final bill, and if they do not then they have to pay you £30?

When we left our previous supplier they took the full allowed time to produce bill, plus full allowed time to refund.

On my final bill it said I will get the refund within 10 days, it has now been 33 days also BG keep telling me the refund has been processed into my bank. Ive even sent them a copy of my bank statement to prove nothing has gone in from them