British Gas: Ain't received my warm home discount?

kklotz

Spoonie_Turtle said:

kklotz said:

Spoonie_Turtle said:

kklotz said:

Hi

Same issue here. 
I got my letter in october 2023 confirming my eligibility to the warm home discount. 

I have complained a few times to British Gas for it to be credited and I was informed that it would be credited on the 31 March 2024 but not paid as of yet.

I received a letter from British gas stating that my warm home credit will expire on 7/06/2024 as I haven't brought my smart electric card to the post office. I called this morning to complain to Bristish Gas and informed them that I was on a smart meter and was responded to call Warm Home discount Scheme which the lines are now closed.
I raised a compaint but then offered me a credit to my account of £30 to close my complaint!!! Unbelievable!
I refused, the complaint is still open.

I am going nowehere on getting it resolved...Is there a way to raise a complaint to the Ombusdman?

Kind regards 

You have a smart meter but is it in prepay mode or credit mode?  If prepay, do you have a key or card you use to top it up?

I have a smart meter but doesn't work ...need to keep giving them a reading. Not sure what you mean as I don't have a British Gas card to bring to the post office. I am paying DD mandate/ monthly.

Okay so that's probably not prepay then, so their reference to a smart electric card is irrelevant.  Unfortunately I don't know what to suggest.

Just to check, were you with British Gas in August last year?  If you were with somebody else then and switched to BG in the meantime, it would be your old supplier's responsibility to get the payment to you.  (I know it's unlikely to be the case, but just worth asking the question to double check that's not the problem.)

I was with British Gast Last August as I swap provider in May 2023

kklotz

To Jyana
Hi, I am not on pay as you go, so the link above is not useful as I pay via Derict Debit mandate and never had to top up my smart meter

Jyana

kklotz said:

To Jyana
Hi, I am not on pay as you go, so the link above is not useful as I pay via Derict Debit mandate and never had to top up my smart meter

In that case it's the first paragraph that's pertinent to you then. 

dorey69

I was with shell energy and got moved to octopus with no choice. 

But shell energy assured me that everything would stay the same and I haven’t received my discount as promised,  I’ve emailed octopus and they said they are looking into it. But I probably won’t get it.

The same has happened to my daughter!
so if I was excepted where has the money gone. 

Chrysalis

In previous threads when people wait this long they usually dont get the credit.  Is the helpline even still open?

kklotz

I received a call from British Gas stating that I was passed the deadline and will not get my warm home discount credited to my account, all they could give me was £30. I requested to speak to a manager which she refused and said she was a manager, I disputed her reasoning and told her I called 5 times to complain and never received a response..She hung up on me with no resolution

Canubelieve

I am in same position,  British Gas are beyond useless,   4 chats later (3 stating I will see it on my next quarterly bill) today I was told I hadn't enrolled, despite my letter in 2023.   See there is an update on whd website with address to report you not received payment.   In the meantime,  my accounts are in credit, the price of energy decreased and the idiotic system has increased my direct debit, which they say they can't reduce.   

I note the so called closure date of 7 June,  can see I'll be spending a lot of time with British gas  chat.   Thankfully I have screenshot of the 4 chats.

The stress they cause and of course the administrator, won't deal with it because they are too busy "protecting consumers", NOT!

bgjustice

Hi to everyone who has not received the WHD this year.  I have had the same problem.  Been with BG for 27 years and had the payment in the past so did not understand why I had not received this year.  From January through until April, 2024 I spent nearly 3 hours on the phone/chat and the responses were unbelievable.  ie.  very robotic (obviously trained answers to queries) so frustrating and upsetting.  Told no info whatsoever from WHD.  Told to contact them when they should have know that the WHD line closed on the 31st March.  It did reopen this year mid October and I contacted them, but unfortunately they did not keep the previous years records but did advise that I contact Energy Suppliers complaints.  I did and they were so helpful.  A cheque has been sent to British Gas on the 13th March and strangely on the same day the balance of £150 became 0!  I was also given the account number which I did not recognise.  After finding my old account, I realised that the money had been sent there.  So, BG updated their systems last year (2023) and issued everyone with a new customer number beginning with an A.  Since having this info, I have spent another 2 hours on the phone to BG, only to transferred to different departments.  Then, I was told the cheque had been cashed.  I made my own assumptions in that the cheque was never posted out to me and that it has been stolen, most probably internally.  They then said that an internal investigation was setup and I would be informed of the outcome in approx 1 week.  I contacted them last week and after 30mins of transferring me to different departments was then told it would take another month.  I found out that BG bank with Nat West and then contacted them to inform them of my situation. They said BG should have sent me another cheque and it was quite easy too confirm in accounts department that I had not received or cashed a cheque.  So, I have had enough and contacted Ombudsman yesterday.  They had taken on my case and stated that I they had a deadline of the 17th December to resolve. 

I hope this info will be useful to some of you as I believe many of you did not receive your payment because it was sent to your old account.  Basically that means that BG as a lot of money gaining interest in THEIR account.  I was going to name and shame them on the Martin Lewis show, but I am sure finally the Energy Ombudsman will resolve this appalling situation.