British Gas

[Jack2jack]

British Gas supply my electricity.

In 2021 I was paying £56 a month. This was increased to £148 a month in April based on revised prices. In October they wrote to me to say my annual bill was now estimated to be about £1400. I wrote and explained £1400 a year is £117 a month not £148, they agreed to reduce my direct debit to £117. In November they wrote to me to say they have reviewed my actual use for the last 12 months and my monthly direct debit is now £68. I had overpaid by some £450 so I asked for that back and received £350 this week.

If all their customers have similar accounting issues............

Did similar to me, clearly dividing by 12 is beyond them. Tw@s.

 

[Cooperman]

I generally regard British Gas as the worst of the worst when it comes to customer service. The inability to speak to someone who can actually make a difference is staggeringly difficult.

Our smart monitor stopped recording some weeks ago so I have less visibility of incurred costs. The fault is allegedly due to a software issue on the meter so this also impacts on data being fed back to the online account. The guy who came to service the boiler didn't want to get involved; he was part of the "It's not my job" brigade, the online chat route has proved futile, and some call centre chappy could not advise on a fix (at about the tenth attempt at trying to reach someone).

The app doesn't work for me either. The reason quoted to me is that it's not able to cope with two addresses being paid from one account.

Tinpot organisation of the highest order.

Some weeks on from the above and my account issue still isn’t fixed. I’ve long since given up any hope of a solution, instead I now call them once a week and complain about a lack of fix, a missed feedback loop from them re update on fix, and on occasions moan about the wait time (12 mins today). By registering a ‘complaint’ I can claim £20 credit onto my account; I am now on a three week streak and considering moving to twice weekly complaints. Two more needed to reach £100.