British Gas Customer Service Issues

I received an email on April 20th informing me that my current HomeEnergy Capped May [redacted] tariff is ending soon and suggesting I look into a new tariff. After trying to switch to the Home Energy Plus Cover May [redacted] online without success, I called customer service but was told they couldn't switch my tariff since it was only available online. They suggested contacting them through web chat for remote assistance due to the online tariff change issue. I would appreciate it if you could switch me to the Home Energy Plus Cover May [redacted] tariff manually. My account reference number is [redacted]08. Thank you, Mr V J Thorp.

We have settled the final bill by paying £45 as requested; however, we continue to receive billing letters. Upon moving into the property in March, we promptly informed you and made the payment for March to April. Our new energy provider Tonik has also coordinated with you and settled their charges. The latest letter demanding additional payment was unexpected, especially considering the prior communication. Our impending vacation starting tomorrow leaves us with limited time to resolve this matter. Despite reaching out previously and today, the assistance received was unsatisfactory. Address: 3 North Carr Croft, HD5 9QS Named individuals: Rebekah L. / Dominic G.

I have informed British Gas that the property at 27 Farrow Avenue, Hampton Vale, Peterborough, PE7 8HT was unoccupied until July 7, [redacted]. Though I understand I'm responsible for the bills, I was charged until July 10, [redacted], which includes 3 extra days when the new tenants, Mr. Guiseppe Luchesa, were already using the utilities. I provided the electric ([redacted]) and gas ([redacted]) readings from the check-in inventory on July 8. I request that you send the electric bill from June 8 to June 10, [redacted], to Mr. Guiseppe Luchesa using the readings I provided and those provided by his new supplier. I do not wish to be charged for any usage after June 7, [redacted]. If Mr. Luchesa used British Gas services until June 21, please send him the gas bill for that period. I urgently ask for corrected bills with the mentioned readings for electricity and gas. Thank you. Regards, Shanzay Daud

After a technician visited my property in June and provided an inaccurate meter reading, my electricity bill skyrocketed from £60 to £[redacted].20, which is unacceptable. I was surprised to learn during a call that I have been enrolled in paperless billing without my knowledge. Despite submitting correct meter readings online for gas and electricity, I encountered an issue with the electric reading prompt that implied doubt about my honesty, sparking my frustration. I expect my next direct debit to reflect the accurate usage. If necessary, I am open to having another technician verify the readings. Dissatisfied with the service, I intend to settle any outstanding balances and switch to a new provider due to feeling overcharged.

My name is Mrs. Kellie Corrigan, and I reside at 12 Haling Grove, CR2 6BR. I had an appointment scheduled for an engineer to come on Wednesday between 12-6, but unfortunately, no one arrived. I called again on Friday to inquire why the engineer missed the appointment, and on that same day, my boiler stopped working. I have been without hot water and heating since then. I spoke with one of your colleagues on Friday morning to request an engineer visit, and she scheduled an appointment for Friday between 1-6. Once again, no one showed up on both days, and I did not receive any phone calls about the missed appointments. I called this morning and spoke to another colleague, who promised to call me back, but I have not received any communication. I am very frustrated and would appreciate an explanation for these repeated failures to fulfill the appointments.

I scheduled a boiler service with your company for last Thursday, but the engineer did not arrive. It was rescheduled for yesterday between 08:00-10:00, yet by 09:40, the engineer still hadn't shown up. I had to go into work, so I rearranged for today between 08:00-13:00. Once again, the engineer did not arrive. After four phone calls to your company, no resolution has been reached, and I am extremely frustrated. None of the promises made during the calls were fulfilled. I even expected a call from an engineer to arrange another appointment, but no one contacted me. This lack of service has forced me to seek assistance from another provider. I have wasted a day of holiday dealing with this situation. My reference number is [redacted]. Thank you, Mrs. G.W-E.

I am experiencing repeated "NO RF" errors on my 'Hive Stand alone SLT2' Thermostat and timer. This has occurred five times this month, with no RF signal at all over the past couple of days. I have already changed the batteries and attempted the troubleshooting steps outlined in the manual without success. I want to point out that my system is standalone, without a hub due to the lack of broadband in my household. Most of the troubleshooting information provided seems oriented towards hub-broadband setups, which makes it challenging as my SLT2 model does not have a menu or back button for resetting. Although the system has been functioning adequately for nearly two years, I am currently left with manual boiler control through the CH button beside the combi, lacking timing and temperature regulation. I was surprised to learn that the system may not function optimally without the full 3-box installation with broadband, as this issue was not disclosed during the initial purchase or setup. I would appreciate guidance on how to restore the RF connection with my two-box standalone system (SLT2 and control box).

I need assistance with my Home Insurance and have been trying to contact via telephone. The number provided required a reference number which I didn't have. After finally speaking to Alex, who seemed unsure of my issue, I was transferred to a number= 0[redacted], only to hear a message stating the office was closed during regular hours. I had to restart the process all over again. I initially arranged Home Insurance for Building/Contents around November 20th to start on December 1st, [redacted], but received no confirmation via email or post. On November 23rd, I revisited the site to verify the information but couldn't find any confirmation, so I made another payment and received a different policy reference number. I just need to know if I accidentally paid for home insurance twice with your company.

Dear Customer Service, I am referencing Homecare Ref. [redacted]28. Last week, I agreed to renew my agreement for £[redacted].99, but upon seeing BG's current online offer of £[redacted] for Homecare 2, I have decided to cancel the renewal. I prefer to stay with BG due to their reliability, so I plan to accept the online offer of £[redacted] for Homecare 2. Alternatively, if you can match the £[redacted] offer for renewing my current Homecare 2 contract, I will consider staying with your service. Please respond promptly via email to resolve this matter. Thank you.

Hello, I recently purchased a property located at 6/3 Clearburn Road, EH16 5EY. The property has a pre-paid gas meter, which I am not familiar with. To my surprise, I discovered that the previous tenants left a debt of £[redacted].67 on the meter. Each time I top up, £6.50 is deducted towards this debt. I officially moved in on the 10th of November [redacted], after purchasing the property on the 31st of October. Despite contacting British Gas, they failed to inform me about this outstanding debt. I attempted to switch to a standard meter, but was informed that I failed a credit check, despite having a high credit score. I have proof of ownership from my solicitor and the council. I kindly request the removal of this debt associated with the flat. Thank you. My name is Matteo B., and you can reach me at [redacted]2. The reference number provided by British Gas is [redacted].

A few weeks ago, I called to discuss reducing my Home Care agreement as I cannot afford the current plan. After a conversation, we agreed to switch to Home Care Two at £23.48 per month. However, despite arranging this, I received a letter claiming my Direct Debit was cancelled, which led to several lengthy discussions to reinstate it. After much back and forth, the issue seemed resolved with a reduced monthly fee of £19.00 as a goodwill gesture. When the payment was finally deducted on November 8th, I was hopeful the problem was resolved. Unfortunately, upon checking my bank, I discovered the Direct Debit was once again deleted. After a 45-minute phone call today, I was informed a new agreement had been created, and an engineer needs to inspect my system. I expressed my confusion as my system was serviced recently, and I've been a loyal customer at my Bristol address for 13 years. Despite assurances of a new Direct Debit setup, I remain concerned about the ongoing agreement. This experience has caused me significant stress as a widowed pensioner.

I have a prepaid gas meter, but I can't use my gas because of two gas leaks. The housing authority has ordered the necessary parts for repair, and now I'm waiting for a confirmation call. I put £10 on the meter before Christmas hoping for a quick fix, but no one came. My benefits are on hold, and I can't start paying my bill until the gas is sorted. Any assistance would be greatly appreciated. Thank you. - Miss S. Holm, 22 Whitehead Road, Clifton, M27 8RN.

Dear British Gas, I would like to request that you review your phone records in reference to our two discussions that took place in October [redacted]. During those conversations, we mentioned that we would be away from the U.K. until April [redacted]. We decided to turn off the gas, but keep the electricity on for the use of timer switches to manage the security lighting. Additionally, we assured you, as loyal customers, that we would settle any outstanding amount upon our return. We received confirmation from the British Gas representative, granting us permission to proceed as discussed. As a result, we have postponed payment until we are back in the U.K. Thank you for your attention to this matter. Sincerely, C.

Good morning, I want to share my recent experience with BG. I scheduled an appointment for my annual service and to address a fault with the scalding water from the taps. I was considering canceling my homecare agreement due to past unsatisfactory service, especially with contractors. However, all of that changed when Niall, engineer number [redacted], came to fix the issue. Despite the difficulty of the fault, Niall persisted, making three morning visits to repair it. His professionalism and dedication turned my opinion around. I highly recommend Niall for his excellent service. Please convey my gratitude to him, as I was not home when he completed the work. Thank you for accommodating my feedback. Best regards, Pat Itta (Woodley, Berks)

Hello, My friend and I recently moved into a new flat in a newly constructed building. We received two letters from your company - a welcome letter and a bill claiming we owe a significant amount, which we dispute. We have evidence plus the welcome letter from you to support our claim. Our agent advised us to contact you via email. Please resolve this matter promptly. Additional details for your reference: Move-in Date: February 28th Address: Flat 72, Caravel House, E16 2TB Agency: L&Q Best regards, Ricardo

On February 22nd, a young engineer attempted to install a new Smart Meter, but it was not compatible with our garage meters. A new appointment was scheduled for today, April 2nd between 10am and 2pm, but unfortunately, nobody showed up or contacted us. After trying all day to reach a live person, leaving messages, and even attempting to reschedule for tomorrow between 8am and 1pm, we are still unsure if the engineer will be informed of the issue with the smart meter and garage meters. Despite sending emails, making phone calls, and holding for hours, we have not been able to get the assistance needed. We received an undated letter apologizing for the missed appointment on February 22nd and offering to schedule a new one, but we thought we had one for today. We need help or guidance so that the engineer, if they do come tomorrow, can come prepared. Thank you for your assistance.

Good afternoon, I have an Energy Extra account (85 00 08 63 90) that I switched to 18 months ago. As part of the switch, I was promised a £50 gift card, but I have yet to receive it. I've contacted Daniel in South Africa who directed me to a lady at Home Select (The Blackhawk Network in England), but unfortunately, they couldn't assist me. I've been a customer of Scottish Gas for many years and am disappointed by the lack of resolution to my query. I appreciate the help I received from Daniel and the lady at Blackhawk network, but I'm still seeking assistance with this matter without further delay. Thank you.

Hello, I am the landlord of a property with a PAYG meter supplied by BG. My tenants recently moved out, and I have encountered issues trying to add credit to the meter through your chat line. Despite receiving numerous nineteen-digit numbers, they have all been rejected. The smart meter can hold up to twenty digits, and no bank or credit card information has been requested. We attempted to add cash by inputting the digits sequentially, but each time it was unsuccessful. The property address is 5 Lewes Rd, Conisboro, DN122NN, previously occupied by Mr. Paul Devy. I am Barry Wilson residing at 95 Old Road, Conisboro, DN123LT and the property owner. The letting agent suggested a new supplier for the incoming tenant. Before proceeding, I wanted to reach out via email to seek assistance in resolving this matter. Regards, Barry Wilson

I am frustrated with the ongoing issue regarding my gas meter. Despite efforts to resolve it, the problem persists. An engineer visited and added emergency credit, but when attempting to top up, the card is not registering with the meter. This has left us without gas, and we urgently require a proper resolution. The meter displays "MNL" even after it was supposedly paired with the card. After multiple attempts to address this through complaints, including a missed engineer appointment, the problem remains unresolved. I am disappointed by the lack of progress and the inconvenience caused. It is essential to fix this promptly to avoid further disruption. Your immediate attention to this matter would be greatly appreciated. Thank you, Sarah D.

I am a family member of an elderly individual who, due to terminal illness, has moved to a care facility and will not be returning to his property. I am reaching out to British Gas on his behalf to cancel his energy services. The customer reference number for MR BRIAN DAVID NICHOLS at 22 GROVE LANE, PENRHIWTYN, NEATH, WESTGLAMORGAN, SA112EN is [redacted]74. I need to stop the supplies and cancel the direct debit. For further communication, please email me at [redacted] or send mail to 83 ruskin street, Britonferry, Neath, Westglamorgan, SA112HY. I look forward to your prompt assistance. Thank you, Carole Janet George.