British Gas Customer Service Issues

I have been a homecare customer for over 25 years with Boiler, Electrics, and appliance cover costing approximately £95 per month. In early January, I scheduled an engineer appointment for my dishwasher issue for the 15th of February, which got rescheduled to the 18th of February, and now to the 3rd of March. As an NHS worker, I must take a day off for each rescheduled appointment. The customer service I received was disappointing, with one representative being rude and dismissive, even mentioning that non-emergency repairs are not being addressed. I feel transparency is lacking, and I suggested a reduced premium during periods when non-urgent services are not provided, but this was not considered. I believe British Gas should improve their customer service and offer refunds or reduced premiums for services not rendered. My homecare reference is [redacted]50.

Hello, I recently relocated to a new residence and I am currently using British Gas for my electricity on the standard variable rate. During a phone call, an advisor mentioned a new customer offer for boiler and drain cover at £4 per month, and I am intrigued. Could you please provide me with more information? Is it under the HomeCare Three or Four plan? Additionally, I would appreciate it if there is a more cost-effective tariff that can be bundled with this offer to lower my monthly expenses. Thank you, Lucie

I have a British Gas account where I was paying £20 per month through direct debit. On November 25, [redacted], I changed my tariff online to a plan that indicated I would now pay £10 per month. I received an email confirming my request was received and being processed. However, I have not received any further communication. I expected the new £10 monthly payment to start in January. Unexpectedly, on January 19th, I received a bill for the period from October to January amounting to £29.45, which I paid. I would prefer to pay my bills monthly rather than every three months. Could you investigate why my tariff has not been changed yet and ensure I can start paying the £10 monthly bill? My account is current until the beginning of February, so I propose paying £10 for February and another £10 for March to catch up. Please email me with an update regarding my tariff and billing. Kind regards, 40 Harvet Avenue Thurcroft Rotherham S66 9FD

I have a prepayment meter and topped up my key on Monday. When I tried to insert the key in the meter, there was no message on the screen, and it wouldn't accept my money. I couldn't reach British Gas on Monday due to a 41-minute wait time on the phone. I eventually got through on Tuesday morning after holding for nearly 15 minutes, only to be disconnected while talking to someone. When I called back, it took another 15 minutes to get through, and they mentioned that my meter seems broken and needs to be replaced after it runs out of money. I am disappointed as I believe this is unacceptable, especially given the difficulty in reaching them by phone. I am in an older age group with a chronic illness, so I need this resolved before my electricity is cut off.

We contacted a home care service at number [redacted] for an emergency engineer on Sunday, February 28th, [redacted] due to boiler issues causing no hot water or heating. The boiler kept cutting out and making a rattling noise, and as a vulnerable individual, it was crucial to address it promptly. Engineer Harry Davison from company number [redacted] arrived and diagnosed that the pump needed replacement, not the boiler. Additionally, Harry serviced the boiler, providing excellent explanations, politeness, and courtesy during the visit. Harry's professionalism stood out, and we wanted to share this positive feedback with others.

I have been a customer for many years, and until now, I have seen no reason to switch. However, I have noticed that companies, including yours, often put pressure on people facing difficulties in life, such as providing food and clothes for their children. Despite being one of the biggest companies out there, it seems like you are taking advantage of those who support you. Upon reviewing my electricity bill, I was shocked and somewhat annoyed to see another significant increase of £[redacted].65 per year. This continuous rise is unreasonable, especially considering that many people are struggling financially. It appears that companies like yours promise one thing to customers but then continually raise prices, which is unfair. While I acknowledge the need to make a profit, it is important for our country to address these issues. Thank you for your attention.

As a loyal customer of British Gas with a Homecare agreement (No: [redacted]19), my partner and I recently moved house and are eager to arrange a service visit for our boiler, as indicated in your letter (ref:SVC/WMSIFV3). We understand the importance of this visit given our unfamiliarity with the boiler's maintenance history in our new home. Unfortunately, our attempts to schedule an appointment have been unsuccessful. When trying to do so over the phone, we encountered a Covid-related automated response preventing us from booking. Similarly, online booking attempts resulted in a repeated message assuring us that we would be notified when it's time to book, despite our urgency. Considering the current circumstances and our recent move, we kindly request clarification on how we can proceed with arranging the vital service visit. Thank you.

On Thursday, March 11th at 10:10, I provided the meter readings Gas [redacted] and Electric [redacted] as requested. About a year ago, I reported a fault with my electric meter to Ebico. Due to circumstances related to Covid-19 and the transition from small providers, my electric meter has not been replaced. Consequently, my electric usage has been estimated for the past four quarters, which is unsatisfactory to me. I kindly ask for the prompt replacement of the electric meter since my gas meter is functioning correctly. I prefer to pay my bills quarterly in cash at the Post Office upon receipt of a paper bill. Therefore, I require a paper copy of the bill to bring with me when making payments. Yours sincerely, R. Biddlecombe.

I have a serious issue with a leaking radiator near an electric socket in my bedroom that is not improving even after turning off the heating and water. It's concerning that the earliest appointment I could schedule is for the 24th of March, over 10 days away. As a loyal customer of Home Care, I rely on timely service and currently, I cannot access it. The safety of the child sleeping in that room is my top priority. I urgently need this matter resolved. Thank you for your prompt attention to this. Sincerely, A. Wright.

My annual boiler service got canceled in February [redacted]. On 3rd March [redacted], the fitter didn't leave any paperwork after what he called a service and mentioned it would come via email, but I'm still waiting. The next day, the boiler stopped working entirely. When I contacted B.GAS for a repair, the earliest appointment they had was on 7th April, which I found unacceptable. Therefore, I had to hire a contractor to fix it and submitted the bill. Due to the delays in service, I had to get another contractor on 12th March to replace a faulty valve. As a customer since the 1980s, I am now reconsidering renewing my maintenance contract with B.GAS.

I have an urgent engineering need. I was originally promised assistance by 6 PM, but it is now 8:05 PM and I am still without gas. This means I have no way to cook or heat my home. Being in a vulnerable category due to my age and health, this situation is concerning. I have been attempting to reach British Gas and Homecare since 6:35 PM, facing endless automated messages that do not address my urgent issue. Even the emergency lines have failed to provide assistance. The gas was shut off by SGN due to a Carbon Monoxide Alarm, and although the house has been checked, the gas cannot be turned back on until British Gas inspects the boiler and flue. Despite trying various phone numbers and online avenues to contact British Gas, I have been met with repetitive automated responses. I am unable to speak with a live agent to confirm if help is on the way or if I have been overlooked.

I made an online booking for my annual service, scheduled for yesterday 23rd March between 12 and 6pm. Although I was supposed to receive a text when the engineer was on the way, I did not get one. A young man arrived after 2pm in an unmarked van, without providing any identification. He did not have a laptop as in previous visits and mentioned that due to the pandemic, there was no paperwork. Later, I received a text stating that the engineer was on the way, which left me wondering who had visited my home earlier. After attempting to contact Homecare, I learned that contract engineers cannot communicate with customers as they do not have access to the BG system. No one informed me of this, nor did they mention the option of setting up a password. As a paying customer, I am disappointed by the lack of communication and professionalism. Despite my attempts to contact customer care, I was passed around and eventually disconnected. I am seeking assistance from someone who values customer service and can guide me on future steps with BG. Thank you. S. Blackburn.

I need to provide a meter reading to British Gas, but my meter is located in my neighbor's garage twelve feet off the floor, making it difficult to access without climbing a ladder with a torch. I've tried to contact British Gas for assistance without success. The phone lines are unresponsive, and the chat function states that all agents are busy. I would prefer to email my request, but I can't find an email address for customer service. I believe British Gas should improve their accessibility for customers and consider offering the option for an engineer to read challenging meters, even with a possible additional fee.

I have encountered an issue with my British Gas bills. During the lockdown, I had the opportunity to examine my bills closely. I reside in a one-bedroom apartment near the southernmost point of the UK, with a view of France from my home by the sea. Although I spend half of the year away from home due to my boat in the Mediterranean, I have diligently paid my bills. This year, due to COVID-19, I left the UK later than usual, around mid-July [redacted], and have been unable to return since. Upon reviewing my bills, I noticed that I am on track to incur an estimated annual fuel cost of £2,[redacted], despite only having a standard-size fridge freezer consuming [redacted] kWh per year of electricity. Given my current location in Turkey, approximately 2,[redacted] miles away from the UK, I find it impractical to call and wait on hold for an estimated 37 minutes. Any advice on how I can address this issue would be appreciated.

I'm experiencing a delay in setting up my gas account. As a result, bills cannot be generated, and meter readings cannot be provided. Despite contacting numerous representatives, progress has been slow. After speaking with someone on 10th March, the account remains unestablished and is now with the back office team. Subsequent calls to inquire have been unfruitful as there appears to be a lack of coordination between teams. Efficient communication within a service-oriented business is crucial. I continue to await the creation of my gas account and find it frustrating to continuously seek updates. When requesting contact information to follow up, I was informed that none could be provided.

I am inquiring about arranging to pay an outstanding bill in installments. The phone numbers I have tried today have not been going through, and even pressing No 4, as recommended on the website, does not connect me either. I have been attempting to sort this out since receiving a letter stating that the payment was due by 4th May. This problem has been persisting since I received my original bill and questioned your colleagues about its unusually high amount. Following numerous discussions with your colleagues and my supplier, it was determined that my bill would be reduced if the meter turned out to be faulty. However, SSE has not visited to check the meter yet. I plan to contact them today as well. I am hoping to pay the bill in installments until the meter issue is resolved, at which point, your colleagues mentioned that Scottish Gas will adjust the bill accordingly. I request prompt assistance to prevent further letters, as assured by your colleague. Mrs. EA Crozier Customer Number [redacted]15.

URGENT ISSUE I have contacted Customer Services five times recently, receiving differing explanations each time. During the last call, I was assured by a technical assistant that the issue with entering electric meter readings online had been resolved, but it persists. Despite never agreeing to a smart meter installation, I was informed we have one, yet it's not activated, leading to the inability to submit electric readings. I was later told there is no smart meter and that the account would be adjusted to permit electric readings as before, but the problem remains. This ongoing issue may prompt us to switch from British Gas if not resolved promptly. Please investigate this matter urgently. Contact me at 01[redacted]24. Account number: [redacted]9. I prefer a phone call over email. A and J Giddings (15 Glenwood Drive, EX31 3GD)

Hello, my name is Paul E. from Greenhills Quaking Houses, Stanley, County Durham, DH9 7FB. I have received emails about an outstanding debt related to a property I own at 18 Ruskin Close, Stanley, County Durham, DH9 6UF. The property was vacated on 12th Feb [redacted] by Mr. John G. New tenant, Mrs. Gemma M., took over on 18th Feb [redacted] and tried to transfer the utilities to her name with Utilita. However, the process was delayed until 2nd May [redacted]. Your company mistakenly put the account in my name and sent correspondence to the wrong address. Mrs. M. and Utilita have struggled to resolve the issue, and I need the bill sent to the correct address. The confusion and undue charges have caused distress to the tenant. Please investigate and assist in resolving this matter promptly. Thank you.

British Gas recently left us a vague message instructing us to call to cancel an appointment. The previously scheduled Homecare appointment for Rhoda Nash at Flat 1 California Place, Finchampstead, Wokingham, RG40 3RP, in July was already cancelled. The boiler and repairs were completed by British Gas Homecare. This July appointment was a rescheduled one due to internal communication issues. We've been trying to reach you to cancel the already cancelled appointment but have faced challenges with your communication methods and customer service. It seems like there have been misunderstandings. We hope for better clarity and efficiency in the future to avoid wasting time. We are just requesting the cancellation of the July Homecare visit for Rhoda Nash. Thank you.

To British Gas Customer Service, I am writing to address ongoing billing issues with my account. Despite my efforts to communicate the discrepancies to you, the problem remains unresolved. Since your takeover from Ebico last year, I have struggled to have my concerns addressed. Although I have phoned multiple times, recent online contact options were limited. I must stress that the amount I am being billed does not align with my financial situation, as I rely on benefits for living expenses. The threat of home entry is concerning, but I want to clarify that I am a tenant and would advise contacting my landlord. Given the urgency of this matter, I request that you address these concerns via email before June 16th. Failure to do so will prompt me to escalate this issue to the ombudsman on June 17th. I value a prompt resolution to this issue, as the current situation has caused unnecessary stress and discomfort.