British Gas changing fixed tarriff without notice

heldipn

hello,
wondering if anyone is having problems with British Gas regarding their account migration which has resulted in them switching me from a fixed two rate tarriff as I’m in economy 7 to a single rate tarriff without telling me and which means I pay more.
they did this in the 8th June and still haven’t rectified my account!
Customer service is appalling eg putting the phone down on me, not calling me back, closing down complaint without resolution n on n on it goes….dont know what to do as it’s causing so much stress and I’m on their priority register for this but it doesn’t matter to them.

EssexHebridean

Raise a formal complaint* immediately - once 8 weeks have elapsed with no resolution you will be able to take things to the Ombudsman - so it makes sense to get the ball rolling urgently.  At this time of the year, the chances are your single rate *might* not be costing you that much more - just make sure you adjust any of your usual load-shifting for appliances etc. You are going to want to get it sorted before you hit the point in the year that the heating is required though, for sure! 

* if they then try to close that complaint down without resolving things, then you go back to them and say that they have not resolved it, and that as far as you are concerned, until they do, the 8 week timeline on the complaint continues uninterrupted. 

molerat

wondering if anyone is having problems with British Gas regarding their account migration which has resulted in them switching me from a fixed two rate tarriff as I’m in economy 7 to a single rate tarriff

It has cropped up here a few times.  Just more BG incompetence.  The useless regulator needs to force them to get their act together.

FreeBear

EssexHebridean said:

Raise a formal complaint* immediately - once 8 weeks have elapsed with no resolution you will be able to take things to the Ombudsman - so it makes sense to get the ball rolling urgently.

The Ombudsman may take the date of the first complaint as the start of the clock - they certainly did when I had problems with Toto the Clowns (unresolved, as they went bust before the EO had a chance to investigate).

heldipn

Thank you both. 

I contacted them again yesterday and they informed me they d closed the 3rd complaint down yet again! They opened yet another one and asked for the same info…pic of my smart meter they fitted last October 2 rate which is already sent them.
my initial complaint was the 8th June so yes I will be using this date with ombudsman so need to give them another 4 weeks.
i don’t know if it’s a ploy to get people off economy 7?

Chris_b2z

heldipn said:

hello,
wondering if anyone is having problems with British Gas regarding their account migration which has resulted in them switching me from a fixed two rate tarriff as I’m in economy 7 to a single rate tarriff without telling me and which means I pay more.
they did this in the 8th June and still haven’t rectified my account!
Customer service is appalling eg putting the phone down on me, not calling me back, closing down complaint without resolution n on n on it goes….dont know what to do as it’s causing so much stress and I’m on their priority register for this but it doesn’t matter to them.

What was the electricity tariff name displayed on bills before 8th June?

What is the new electricity tariff name?

BarelySentientAI

heldipn said:

i don’t know if it’s a ploy to get people off economy 7?

It isn't.

Hanlon's razor applies here, as it usually does.

There are no big scams, ploys, or conspiracies in this area.  There's just a lot of incompetence.