British Gas: unable to access account/exit fees

lorr6576

Moved into a new house six weeks ago, where the supplier is BG. Informed them of the move and meter readings and registered the move online. However, something went wrong on BG's side, and no online account exists, so can't view any details and have been dealing with customer service for 6 weeks trying to resolve it. It's still not working, and I want to switch suppliers. Have asked for the exit fees to be waived given the trouble and having no access to an online account. BG said exit fees cannot be waived and will send again to back office. Any advice on whether the exit fees can, in fact, be waived given the situation?

la531983

Why are they charging exit fees? As a new customer after a house move you should have been put on their standard rate which has no exit fees on it?

Or did you agree to a fix when you registered?

lorr6576

It was an special promotion on a one year fixed deal….

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/82124198#Comment_82124198

I'd suggest not having access to your account is grounds for complaint, but getting exit fees waived is not a specific remedy that would apply. Have you raised a formal complaint? If not, do that, then take it to the Energy Ombudsman if not resolved in 8 weeks. You might well end up with some compensation equal to or around what the exit fees are. I'd suggest tying your account access complaint to exit fees is complicating matters.

lorr6576

Thanks - yeah the complaint is raised, and awaiting the 8 week mark to report it to Ofgem as well

saajan_12

https://forums.moneysavingexpert.com/discussion/comment/82124198#Comment_82124198

This is the key fact - you got a better deal in return for agreeing ot stay for 1 year and then want to change your side of it. The cost to that is exit fees which you're not going to get out of. Access to the account would just tell you the same thing, its not a big enough complaint to get you out of your contract entirely.

eskbanker

I can see why it's inconvenient not to be able to monitor energy costs after moving into a new property, assuming the BG app/site allows this, but while they resolve the online access issue, it's not really rocket science to work it out from meter readings and tariff details, so I can understand why they wouldn't see it as justification for expecting to get out of a fixed term commitment.

Or is there something else that's hampered by lack of online access?

RelievedSheff

Good luck dealing with BG.

We moved into a house supplied by them in March. We immediately switched away from them which meant they only supplied us for 7 days. Only last month did we finally get to the bottom of the billing after a lengthy complaints procedure and a case with the Ombudsman who found in our favour.

They really are a useless company and their billing system and customer service leaves a lot to be desired. The whole debacle just confirmed to us why we don't use them and now never will in the future.