British Gas Customer Service Issues

In the [redacted]/20 period, I was a British Gas dual fuel customer entitled to a free boiler service. Unfortunately, all servicing was canceled that year. Additionally, as a HomeCare customer, I should have received an annual boiler service, which also did not occur last year. Recently, an engineer performed a boiler service after a notification earlier this month. Now, I have been informed to schedule another boiler service. Assuming the missed services from last year are still pending, I would like to clarify that I do not need another service until December [redacted] with Home Care number [redacted]68 expiring on January 14, [redacted]. The service conducted this year was for [redacted], so I am expecting a service for [redacted].

I have sent two letters to update you on the sale of the bungalow at 11 Viscount Way, Humberston DN36 4XX. The direct debits for accounts ending in [redacted] and [redacted] have been canceled, and the final meter readings have been provided. The completion date of the sale was Friday, June 25th, and the property is now under new ownership. My husband, David, and I are the executors of the will with probate granted. Please arrange for any overpayments to be sent either to me directly or to our solicitors, BG Solicitors LLP, at Town Hall Square, Grimsby DN31 1JB. Our address is 16 Lowndes Park, Driffield YO25 5 BG. Since the property has been sold and probate granted, I believe there should be no standing charge. Looking forward to your response. Regards, Shirley T. Email: [redacted]

Awaiting the engineer's call scheduled between 12 pm and 6 pm today, July 9th. Yesterday, I had to contact emergency services to turn off the gas supply for the boiler as the controls were unresponsive. The SGN engineer who came completed the task, leaving a note for me to inform Scottish Gas about the gas shutoff. The note mentions the boiler not turning off and a term I cannot decode, possibly "Switched Boiler off." The final words are "Disceo Meter." Despite my efforts to reach Scottish Gas and inform today's scheduled engineer, I have not been successful. This is my final attempt to relay this information. Please confirm receipt and actions taken.

Hello, We recently moved on May 10th and received an electricity bill from British Gas on June 7th for the period from May 10th to June 7th, totaling £[redacted], addressed to "The Occupier." After paying this estimated bill a few days later, we contacted another supplier on June 16th to switch services, but they advised that the transition would take a few weeks and in the meantime, we needed to continue paying British Gas for our usage. Although the new supplier took over on July 6th, we received another British Gas bill on July 8th, this time addressed to me, for £[redacted] from May 10th to June 7th, plus an additional £[redacted] for June 8th to June 30th. This bill did not account for the previous payment made as "The Occupier," resulting in a £[redacted] difference between the two bills for the same timeframe. The customer numbers are different, and it seems like the previous payment was not considered in the new bill. I'm puzzled by this discrepancy and unsure how to proceed. Thank you for your assistance. A. M. from London

I recently paid off an outstanding account balance that had accumulated while my property was on sale and being viewed by potential buyers. Following the payment, I discovered a prepayment meter had been installed. Despite following instructions to register the card three times, the meter is not recording any gas usage, even after adding credit. A gas leak was identified at the meter and promptly fixed by emergency services. However, the situation remains urgent as I currently have no gas for cooking or heating. I have unsuccessfully reached out to the gas department multiple times to request a meter change and resolve the issue. I urgently need assistance to switch the meter back, ensure it is functioning correctly, and restore gas supply to my property at postcode KA9 1UR. Your prompt attention to this matter would be greatly appreciated.

After a series of unsuccessful attempts to reach out via phone calls on your website, I managed to connect to an automated voice service. Following a recent service on my water heating system by an engineer on Wednesday, 16.7.21, I noticed that the water was not heating up. Despite scheduling a callback for assistance, I realized, through my son's advice, that the boiler was not switched back on post-service. This oversight has been particularly inconvenient for me, especially after undergoing an eye operation and facing challenges with my vision. The breakdown in communication has shaken my long-standing trust in British Gas. The inability to directly converse with a person to address this issue is disappointing. At 74 years old, dealing with partial blindness and living independently, these unexpected complications are unwelcome. Consequently, I have decided this morning to cancel the scheduled call-out.

I reached out to British Gas to close an account for my brother-in-law, Paul Hope, who resides at 18 St Chads Rd, Preston, PR1 5HT. Paul suffered a heart attack on April 10th, resulting in brain damage, and has since been relocated to a specialized home in Southport on July 1st. We terminated his tenancy agreement with the landlord and asked both British Gas and Scottish Power to close the account. Paul had a credit balance of over £[redacted] on his gas account. British Gas promised to send a cheque to Paul, and I provided my address, 10 Denby Close, Lostock Hall, Preston, PR5 5UG, for mailing. However, it has been two weeks, and we have not yet received the cheque. I don't have Paul's account number but can confirm his birthday is June 25, [redacted]. I tried calling today without success in reaching a representative. Thank you for your assistance.

I recently had an engineer inspect my boiler which was working correctly after the service. However, he discovered a faulty flue that needed replacing, but due to its location behind a built-in unit, he couldn't do it. An advisor suggested not replacing the boiler but removing everything below the worktop to allow access for fitting a new flue. I have made arrangements for this to be done today. I have been trying to contact BG to discuss this further, but the recorded options don't address my specific needs. My Work Request No is [redacted], and I have an appointment scheduled for the 20th of July in the afternoon, which feels like starting over rather than progressing with the initial work. Communicating with someone directly has been challenging and time-consuming. My Homecare No is [redacted]78. - Mrs. P. W.

There is no electricity supply at PA20 9EU. The connection was cut years ago at my request by SSE, and the meter was removed by Scottish Gas on 15th July also at my request. This property is derelict and does not require power. I live at the adjacent property, PA20 9ET, which is supplied by SSE. Please close British Gas Account No.[redacted]60 for The Old Post Office at Ascog, Isle of Bute. I am the sole owner of the property. The statement of account I was expecting did not arrive, and British Gas has informed me that the service is currently unavailable.

I am reaching out on behalf of my father, Mr. Michael Dale. We have attempted to contact British Gas regarding his service, which was rescheduled to align with the first annual service of his new boiler. Despite being assured of a follow-up, he has now received a letter stating otherwise. He is under the impression that the new boiler service is not due for another three months. Could British Gas kindly communicate with him to provide clarity and cease sending unnecessary correspondence? At 98 years old, he relies on his landline at [redacted] [redacted], as he does not have internet access or a smartphone. Thank you.

I did not authorize British Gas to sign me up and received an unwelcome confirmation letter. I am already with another provider and struggling to get in touch with anyone at their customer service. I have no interest in being associated with this ineffective company that has caused me trouble in the past, even resulting in bailiffs at my door. After being stuck on hold for forty minutes multiple times, they suggest I log in online, which is impossible since I am not their customer. Dealing with British Gas has been extremely frustrating, and I would rather find alternative ways to keep warm than to depend on them. Their customer service has been abysmal.

I spoke with British Gas Customer Service at 11:00 a.m. today regarding my dishwasher. I explained that I hadn't received a voucher from the insurance company since the dishwasher can't be repaired. The representative took my email and phone number, but I haven't received a call back as of now (1:15 p.m.). The service I've received from British Gas regarding my dishwasher is disappointing. I need to buy a new dishwasher, but I'm unable to do so until I receive the voucher. Can you please investigate this issue?

I've been experiencing ongoing issues with the boiler for months, and unfortunately, past engineers have not been able to resolve the problem, with some being impolite. The last engineer who visited on 29th July was quite helpful. He attempted to fix the boiler and advised us on what to do if the issue reoccurs, suggesting we request for him specifically. I am currently trying to schedule another appointment specifically with this engineer, as he mentioned he was ordering a part necessary for the repair. However, I have been on hold on the phone for over 30 minutes, which I find unacceptable. Given that the boiler belongs to my 86-year-old mother, it is unreasonable to expect her to handle this situation herself. It is frustrating to navigate this process when we are paying a substantial amount for the service. The level of service we are receiving in exchange for what we pay is truly disappointing. As I continue to wait on the phone, I am uncertain about when assistance will be available. The website suggests using live chat, but I cannot locate this feature. This experience is incredibly frustrating.

I have an outstanding bill concern. Last month, I mentioned that I couldn't pay the amount you tried to withdraw from my account. You advised I needed to increase my monthly payment. However, I never received further details. This month, another attempt was made to withdraw funds. I need to know how much extra I owe on top of my regular payment and would appreciate talking to someone about this. Thank you.

I need assistance regarding my account number [redacted]44 for the supply address at Landlord Supply, Belvedere Court, Hinkshay Road, TF4 3PA. Due to the Covid Lockdown, I was unable to access the site and recently spoke with a British Gas Representative. I have been asked to provide an actual reading of [redacted].5 kWh instead of relying on an estimated reading. I acknowledge the outstanding balance and intend to pay promptly. While I was overseas during lockdown and had to quarantine, I have received a photo of the meter. Please contact me via [redacted] or [redacted]4 as I am still abroad and unable to access my email until I return to the UK. I will settle the amount as soon as you confirm it. Thank you. Warm regards, Colman B. Director, Entrench Ltd. 14, King Charles Barns, Church St. Madeley, TF7 5BF

I am preparing to move into a new flat and currently do not have a Gas/Electric account. I am interested in a pay-as-you-go plan but unsure about how it works. I am unable to speak on the phone due to not having a voice box, so I need to communicate through online chat. The electricity is currently on in the property, but I am unsure of the provider or how long it has been active. My move-in date is August 30, [redacted], and I will be in the hospital from the 3rd onwards for 10 days, so I would appreciate assistance before then. Please contact me via text message on [redacted]3. Thank you so much. Regards, Margaret Ingram.

I have informed British Gas that I am switching to Eon on the 28th of August, which is in 2-3 days. Despite this, they questioned me about canceling my direct debit. Additionally, they mentioned they would deduct the £60+ credit I have. British Gas rarely communicates with customers unless necessary, and I am frustrated by their unexplained increase in my monthly payment, only to lower it after 6 months. Better customer service could prevent such issues instead of creating distress for customers who are left to wait on the phone for at least 30 minutes. I intend to leave a negative review on Trustpilot to express my dissatisfaction with their service.

I noticed that my dual fuel direct debit unexpectedly increased from £[redacted].62 to £[redacted].09. Could you please provide an explanation for this sudden change? Recently, I received two letters from Octopus Energy stating that due to a mistake by one of my new neighbors, Octopus took over my account without notifying me. Evidently, the error has led to me being charged for two flats. I urgently need this issue resolved, and I am requesting a refund of £[redacted].47 for the overcharge. The situation is pressing as I am now incurring bank charges due to this error. Thank you for your prompt attention to this matter. My customer number is [redacted]94. - S.V., Tower Court, Tower Road South, Bristol, BS30 8BJ

Carole Lee and Anthony Inger reside at 3 Shawcross Close, Riddings, DE55 4DY. They are facing extreme difficulties due to being charged an additional £25 for late payment on their electric and gas bills. Despite being informed that the payment deadline was September 8th, they were charged the extra fees. Carole Lee is experiencing severe mental health issues, and this situation has caused unnecessary stress and anxiety. They are requesting the £50 extra charges to be credited back - £25 for gas and £25 for electric. Carole Lee urges for this matter to be resolved promptly and for the company to stop providing inaccurate information to customers. She expresses her extreme dissatisfaction with the situation and is pleading for action to be taken immediately.

When a British Gas engineer visited to fix a leak and removed your radiator for wall plastering, they advised waiting three weeks to refit it. Today, another engineer arrived but couldn't complete the job, saying they would report it. You're curious about why they couldn't reinstall the radiator.