British Gas Homecare Rip Off

FioMio

Hi,

I'm really hopeful that someone can help me as I have seen similar cases on here.

For over a year, I have had British Gas Homecare Four with a Direct Debit going out on the 1st of every month to British Gas Services (this is separate to my energy direct debit). In July, I had a boiler service through British Gas as a Homecare customer.

Yesterday when I phoned Homecare Customer Services (who were incredibly unhelpful!) to arrange an engineer appointment, they claimed to have no record of me ever being a customer and claimed that I didn't have an account with them. They claim that I must be the victim of a scam and that they have never heard of this happening before even though I have seen identical cases on this forum. I really feel that they are trying to gaslight me!

Despite the evidence that I have of being a Homecare customer, they are refusing to help me until I send them details of any correspondence I've had from them and even then I have to wait until they have completed an 'investigation'. They refused to give me a timescale for how long their 'investigation' would take.

I really need to get an engineer to fix my boiler as my heating is not working properly but I'm loath to pay British Gas any more money.

Any advice would be greatly appreciated!

Many thanks,

FioMio

caprikid1

"I really need to get an engineer to fix my boiler as my heating is not working properly but I'm loath to pay British Gas any more money."

Have to admit being a home care customer they seem to bombard me with letters ? Do you not have anything ?

MeteredOut

Assuming you do have a letter from BG Homecare, I assume it has a customer number (or similar) on it. Did you relay that to their customer service.

Ensure you get a complaint raised as you are unlikely to get anywhere without that, and will probably need it escalated.

p00hsticks

Do you have an online account with British Gas ? 
If so details of any homecare arrangement should show up there, and it would enable you to arrange a breakdown appointment. 

FioMio

Thank you so much for your prompt replies - I really do appreciate the time you're giving to help.

I do have an online account with British Gas but my Homecare cover isn't showing up there. I did try booking an appointment online before I resorted to contacting Customer Services.

I remember reading earlier posts from people with a very similar problem with issues in the system with Homecare accounts not being recognised. Unfortunately, I'm not sure how or if they were resolved.

It's so frustrating, especially when BG deny that there is any fault in their system despite evidence otherwise!

Lorian

Make sure you don't have two different accounts using different email addresses