British Gas incompetent

skimodo

I have had a prepayment meter for many years. Late last year it stopped working and British Gas installed a new meter in January. Because i am disabled and couldnt reach the meter, it was changed to a credit meter. I had been waiting for a direct debit ever since as was told it wasn't communicating with them.  I wanted to beat the price cap so rang them when they assured me that I would be prioritised for remedial action. I switched supplier which was blocked by BG as I apparently owed them money.  I spent 2 hours on the phone last week and was assured it was their mistake and if I contacted new supplier it would definitely go through. I contacted new supplier and told them to do the switch. The following day I received a message saying the switch had been blocked again. I phoned BG again and was told something completely different that I was on a prepayment meter and I owed them money. After a tense 1/2 hour I was assured I would receive a text the next day to say everything was sorted, which I still haven't received. I also submitted a meter reading (my calculation is I owe £119) and I still haven't heard a thing. Not sure I can face another call with BG and wondered if anyone has any advice? BG have fit substandard equipment and I feel like I'm being blackmailed and unable to leave them because of it!

Ayr_Rage

It is not likely substandard but just unable to communicate with the local area network due to signal issues.

What do you mean by "waiting for a direct debit"?

How have you elected to pay your bills and have you actually received a bill?

FreeBear

skimodo said: Not sure I can face another call with BG and wondered if anyone has any advice? BG have fit substandard equipment and I feel like I'm being blackmailed and unable to leave them because of it!

Start communicating in writing, be it email, text, or plain old letter. Head each communication with "Formal Complaint". This gives you a paper trail, and after 8 weeks, you can escalate to the Energy Ombudsman if you haven't had a satisfactory resolution.

Phone calls are fine IF you can record them. Otherwise, they are all too easy to get lost and people can deny what was said.

t0rt0ise

It's possible your new meter hasn't been recorded on the system and it still says you have the old meter. Tell them to update the system!