Have British Gas changed their customer service function?

jogofly

I've been a British Gas customer for a few years, and always found them to be very helpful. However in the last couple of months, everything they do and say is wrong and I've had to call them several times, each call more frustrating than the last.
Does anyone know if they've started outsourcing their call centre work? I can't work out how this company have suddenly become so completely incompetent. They even offered me compensation for a complaint, only to say after I accepted it, that actually no they can't offer me that much after all!

DougMLancs

They are in the middle of migrating their customer service platform to a new one and it has caused a large number of issues
https://uk.news.yahoo.com/british-gas-sending-energy-bills-153257101.html
https://forums.moneysavingexpert.com/discussion/6490885/british-gas-bill-errors-from-new-system/p1

BarelySentientAI

Are BG the one with the South African call centre?