British Gas not fulfilling retention incentive

Laundoner

I wonder if I am an exception or if other people have had the same problem.

When I was switching to another energy provider, I was called by a British Gas agent, who promised me £175 credit if I remained with them after 3 months. I did, and this happened 9 months ago, but the credit was never paid. I have now been chasing this for weeks. The original agent is not replying to my e-mails. The on-line chat support two weeks ago promised to solve the issue within 24 hours. A week later, another on-line support chat agent said that they could not do anything and referred me to customer service. When I called Customer Service, they initially told me that I needed to contact my on-line chat case handler (the one that told me to call them). I pointed out that we were going round in circles and then I was told that they would contact the original retention agent and my case handler, and that they would get in touch with me. Another week has passed and I have again had a chat with customer service, who will ask the case handler to get in touch with me. The irony is that whenever I have an interaction with the on-line chat, they always ask me if the case has been solved. Really???

Gerry1

Welcome to the forum.

Sounds like it's getting close to the 8-week deadline when you can make a complaint to the Energy Ombudsman.

https://www.energyombudsman.org/raise-dispute/british-gas

Mark2019

They’ve just offered me this incentive. Thanks for posting as it’s now making me think twice about whether it’s even worth the hassle!