British Gas Exclusive Fixed Aug27 V4 was changed from the initial confirmation email

funnyteapot

Has anyone else signed up to the MSE Energy Club British Gas Exclusive Fixed Aug27 V4 tariff.

I signed up to the tariff in June and all appeared to be well with the switch. I had an email from British Gas agreeing my tariff rates which were slightly different to what was advertised on the MSE energy club but they did say that may happen. Some days later I noticed on my smart meter that the rates had changed but were not the same as my confirmation email from British Gas. Since that time I have had 2 complaints on the go.

I was initially told that they would rectify the mistake and that I was not the only person this had happened to. For the past 2 months I have had ongoing dialogue with them as they are now saying they cannot change the tariff rates and have only offered a goodwill gesture of initially £20 then £30 and finally £50. They have now sent me a Deadlock letter as we cannot agree on a settlement. I have had no alternative but to raise a case with the Energy Ombudsman.

Has anyone else experienced a problem with switching tariffs and being given incorrect rates?

debitcardmayhem

Have you had a bill showing the new rates, the meter(IHD)is only for guidance, not necessarily correct.

Woodstok2000

What rates are on your bill and online account? Ignore the IHD, its for info only and ot always correct for £ usage

funnyteapot

The rates on my on line account and bill are not the rates that were confirmed by British Gas on my welcome email on switching tariffs. They have admitted they are incorrect but say that cannot change them. The rates that were agreed are also stated on my MSE Energy account. I am hoping the Ombudsman will help me.

QrizB

The rates on my on line account and bill are not the rates that were confirmed by British Gas on my welcome email on switching tariffs. They have admitted they are incorrect but say that cannot change them.

How wrong are they? How much difference will it make over the duration of your fix, based on yout typical annual consumption?

la531983

Have you accounted for VAT? That may explain the difference.

bodorange

@funnyteapot

I had a similar experience after switching to the BG Collective Nov26 tariff. After the switch, the rates on my account did not match those in the BG confirmation email. I did not record the rates displayed when I made the switch in MSE and I only noticed the discrepancy when the second quarterly bill arrived. I estimated the difference to be 5% over the course of the tariff.

I had to raise a formal complaint before I could make headway. A discrepancy between email and tariff was then acknowledged but they said they could not amend rates on an individual customer's account. The explanation being these are defined in regional tariff tables, not at a per user level. They offered no explanation as to where the process, that generated the email, got its rates from.

I was compensated according to projected use over lifetime of the tariff (my calculation) and also received a small goodwill gesture (my suggestion). This came around the time the price cap adjustment was applied to fixed tariff accounts, which confused things further. My post is on here a few months back. (EDIT: I may be mistaken, but looks like that thread has since been deleted?!)

Sadly because I never recorded the MSE tariff values at the time, I wasn't able to reconcile that with the email. So not sure where the glitch might be lurking. Seems in your case it seems none of MSE, BG email or actual applied rates agree with one another. Process is suspect IMO.

QrizB

My post is on here a few months back. (EDIT: I may be mistaken, but looks like that thread has since been deleted?!)

@bodorange are you thinking of this thread?

bodorange

@QrizB

If that was the thread I had in mind, then it is missing messages. I recall further discussion and closing with posting the resolution. That would not have been until late April at the earliest. I may have started another thread or hijacked someone else's! It seems like ages ago now. There's nothing obvious listed in my profile's posts list. Must be age.

QrizB

I may have started another thread or hijacked someone else's!

I think you're right; it looks like your resolution was posted at the end of a thread started by someone else. See here. Is that what you're looking for?

bodorange

Yes that's it! Thought I was going mad. My gripe starts on the page previous.