British Gas Customer Service Issues

I had smart gas and electricity meters installed in mid-July. The remote control box started glitching after two weeks and eventually stopped working. I put expensive batteries in, thinking it might be a wiring issue, but it did not resolve the problem. I contacted customer service and explained the situation clearly. However, for some reason, there was a misunderstanding, and they ended up ordering another meter installation. I do not need another meter; I simply require a functioning remote box as that is the primary purpose of these devices. Thank you. My account number was provided in an email you previously sent me.

I made arrangements with Scottish Gas to transfer my account to my new address, providing meter numbers and readings. Despite having a Smart meter at my old address, I gave readings upon leaving. After sending my new address readings, I received an energy statement for my old location, causing confusion. I intend to stay with Scottish Gas at my new address, but the letter says otherwise. I've had to deal with lengthy phone waits and stress due to my visual impairment and heart condition. I request a final bill for my old address and calculations for the period until Scottish Gas took over. I value my long-term loyalty and hope for a quick resolution.

Subject: Property Transfer Inquiry at 19 Oakmere Park, Worcester WR8 0DZ Hello, I am Trevor Trumper. My wife and I recently acquired, and now reside at, 19 Oakmere Park, Hanley Swan Worcester WR8 0DZ since November 5, [redacted]. The previous owner, Mr. Darnel Mayo, who is now deceased, had account number [redacted]34 E. Upon his passing, we are aware that his daughter, Ms. Pauline Bunn, closed the account. We are currently in the process of transferring our electricity service provider to Octopus Energy due to our contract obligations. However, we have encountered an objection from British Gas during this process. Could you kindly provide insights into the reasons behind this objection? Thank you.

I am having trouble accessing my account with British Gas using the app. The app keeps shutting down, preventing me from sending a meter reading or viewing my bills since joining British Gas. Additionally, there have been no payments deducted from my bank account yet. On a rare occasion when the app remained open, it displayed that I was in debt. My last payment to People's Energy on Friday, September 3rd, was £[redacted].37, leaving me with a credit of £[redacted].34. Thank you. - Stephen Hewitt

Name: Bernard Blacker Address: 23 Millwood Close, Leicester, Leicestershire, LE4 2PX Email: [redacted] Phone: 0[redacted] I am facing an issue with British Gas regarding meter readings. Despite having smart meters, they are requesting readings from my old meters. Money Saving Expert managed the switch from E and assured me they provided the correct information to British Gas. I now require pre-pay smart meter cards for both gas and electric, along with assistance in connecting them to my smart meters.

I recently received an email from your company stating that I am on an energy plan that requires a smart meter, which was supposedly agreed upon during sign-up. I have no recollection of agreeing to a smart meter installation. My switch to British Gas was not voluntary but due to my previous energy provider going out of business. The decision to put me on a specific energy plan was also made without my input. I believed that the smart meter rollout was scheduled for the end of [redacted], making it unclear why I am being prompted to upgrade three years earlier. It would be appreciated if you could provide documentation showing my supposed agreement to a smart meter installation. Thank you. Sincerely, S Sampson

I recently switched from People's Energy to British Gas. I am unable to read my gas meter as it is located under the slab in our pantry. Despite being 87 years old and recently discharged from the hospital, I managed to submit some readings with the help of my son. However, as a SMART meter customer, I expected it to be read remotely, as previous energy suppliers have done. Can you please find a solution for me, as I prefer this more accurate method for readings? - Frank N. ST195BY

I recently relocated to a new property on May 18th, and so far, the gas and electricity supplier has not reached out to me. Since moving in, I've been facing issues with the gas supply cutting out when I try to use hot water or turn on the central heating. The maintenance team has visited six times to inspect the boiler, replaced various parts, and a Cadence engineer confirmed the gas supply is working well. I later discovered that SSE Electrics is the provider but have been struggling to contact them to check the Smart meter, as advised by the maintenance team. As a solution, I've applied to British Gas to switch over the supply in the hopes that they can examine the meter and identify the fault that is causing significant distress and inconvenience for me.

My name is Martine Watkin, and our gas reference number is [redacted]4. I am feeling extremely overwhelmed and upset about our recent gas bill situation. Our last quarterly bill on 8th October was £[redacted], which was £[redacted] higher than the previous quarter. This increase is concerning because it was a summer bill, and according to BG Customer Service, the gas usage for that period should only be £[redacted]. Furthermore, there was a significant spike in August and September shown on our BG smart meter, which doesn't align with our usage, as we were away on holiday and didn't have the heating on. I sought advice from a plumber who confirmed our appliances were functioning correctly and ruled out a gas leak. Despite disputing the bill and making a partial payment, BG continued to send higher bills without clear explanations. An engineer sent by BG also acknowledged discrepancies in the readings. After requesting PAYG meters, BG incorrectly stated we agreed to a payment plan we never discussed. The confusion escalated when I purchased gas and electricity credit that did not register on the meters. Now, as of 30th November, BG sent a bill for £[redacted], over £[redacted] more than the previous quarter. This ongoing situation has caused me considerable stress and sleepless nights. I am seeking assistance to resolve these billing discrepancies promptly.

On November 3rd, I was transferred from Peoples Energy to your company. However, I have encountered several issues that need to be addressed. Firstly, the address on file was incorrect, but a representative from BG has corrected this. Secondly, there is a meter reading from a smart meter that we do not have. Thirdly, a credit balance from Peoples Energy has not been transferred, which is concerning. Additionally, a promised call back on Thursday did not happen, and I have been unable to reach anyone through the phone line. Despite providing up-to-date meter readings to Peoples Energy before the transfer, I am unable to log in to the app or online account. The incorrect address details need to be rectified, and whenever I try to access the account overview, I receive an error message. I kindly request assistance in resolving these issues promptly.

I recently received an email from British Gas about an unpaid bill. Initially, I thought they hadn't processed my first direct debit as a new customer. However, I then received another email stating it could go into collection unless resolved promptly through phone, live chat, or email with accounts. After being transferred due to PFP Energy's failure, I diligently set up my British Gas account and direct debit. Despite verifying my bank details for gas and electricity payments, no direct debits have been processed. Unfortunately, my attempts to reach British Gas customer service by phone proved futile due to high demand following energy market disruptions.

I recently switched from Eon to British Gas on December 17th. My husband and I, both in our 70s, are struggling to take a meter reading as our meter is located high up in a cupboard, making it difficult for us to access due to our unsteadiness on steps. We received an estimated bill of £[redacted], nearly double what we paid with Eon. British Gas had assured us they were cheaper, which is why we made the switch. We attempted to contact them by phone, but after being transferred to three different people and ultimately getting cut off, we are at a loss for what to do next.

Hello, I need some help with the following issue, please. Here is the situation: Thank you. Dear Tresor, I acknowledge receipt of your email. I apologize for the inconvenience you experienced trying to reach British Gas via phone. Please note that Uswitch is not a supplier, and we have no record of any application linked to Utility Warehouse under your name. My suggestion is to retry contacting British Gas directly. Thank you for reaching out to us. Best regards, Margaret Customer Service Team | uswitch.com | 0[redacted] The Cooperage, 5 Copper Row, London, SE1 2LH RVU is a trading name of Uswitch Limited, registered in England and Wales under company number [redacted]9. Registered address: The Cooperage, 5 Copper Row, London SE1 2LH. This email is confidential. Please inform the sender and delete it if received in error. Do not disclose, copy, or rely on this email if you are not the intended recipient. From: Tresor B Date: Friday, 31 December [redacted], 11:47:27 Subject: Re: Thanks for signing up for energy updates [CSE: MDdia4, TKT: LgkC45] Hello, I need your assistance, please. Here are the key points I require help with: Thank you. Tresor

I'm trying to access my British Gas account to submit a meter reading but I'm facing issues with their CAPTCHA system. Despite correctly identifying the items, I keep getting stuck in a loop of CAPTCHA tests without being able to proceed. I've attempted about six times but have given up. British Gas provides phone numbers for assistance, but due to my medical condition affecting my ability to speak, this isn't helpful. I rely on electronic communication and can't use the provided postal address. I haven't encountered similar problems with other companies, and I just need to log in and submit my meter reading.

Subject: Issues with Gas and Energy Accounts Dear Customer Service, I recently moved into a new address and set up a British Gas account on November 16, [redacted]. I have encountered some issues with my gas and energy accounts that I would like to address. 1. Gas Account: The correct meter serial number is [redacted]S, not [redacted]. The bill I received was higher than the chosen tariff of £41.01 monthly. 2. Energy Account: The correct meter serial number is K97E48163. The energy account has not been set up yet, preventing me from submitting meter readings online. The quoted monthly amount of £[redacted] is excessive for a 1-bed flat. If these problems are not resolved within 10 days, I will consider changing my gas and energy suppliers. I have faced difficulties reaching anyone from British Gas and am disappointed with the service provided. Name: M. S. Billing Address: 120d London Road, AL11NX, St Albans, Herts Thank you for your prompt attention to these matters. Sincerely, M. S.

We have two electric meters and one gas meter on-site. Rather than splitting them, we prefer to receive one combined bill. Recently, a previous supplier attempted to install a remote consumer device, but the process was left incomplete, and the device does not function. The lack of a working device means we are unable to read our main electricity meter effectively. We can still read our gas meter, located outside, as well as the electric meter in the shed. Due to these issues, we do not believe we should be responsible for any current bills until this situation is rectified. We seek assistance from human representatives as opposed to automated systems that may not address our specific concerns accurately. Resolving this matter promptly is crucial to avoid escalating it to the Trading Standards office. Thank you for your positive intervention. Michael P. 1 Church St, BA22 8LJ.

My father, W. A., residing at 14 Hazel Grove, Burnopfield, Newcastle upon Tyne, NE16 6DU, is 93 years old and recently transitioned to British Gas. His health has been fragile since his hospitalization in October [redacted]. I, Pauline Y., am currently handling his affairs due to his inability to access email. I discovered a letter dated from October requesting meter readings, with his gas meter reading in December being [redacted] and electricity at [redacted]. His customer reference number is [redacted]60, and his gas meter point number is [redacted], while I am missing the electricity meter reference. Given his concerns about accumulating debt, I kindly request assistance in establishing his account, determining his outstanding balance, and arranging new payment options. Your help in this matter would be greatly appreciated.

To whom it may concern, I am writing to report an issue with my gas meter. Recently, a meter-reader visited my home and informed me that the gas meter's batteries had run out. I was unaware that the meter required batteries and was advised to contact British Gas if I did not hear back within two weeks. Upon calling, I faced a lengthy wait time, which led me to hang up due to my phone running out of battery. As my husband and I, both approaching 80 years old, struggle to manage such matters, we are concerned about receiving an estimated bill without knowing when the batteries died, especially during a mild winter. Being unwell with health complications like leukaemia and an irregular heartbeat, I am worried about the situation. Despite assurance from a gas company employee that it is safe to use, I am cold and planning to switch on the gas heating. I also seek clarification on my current tariff and gas supplier. Your prompt assistance in rectifying the meter issue would be greatly appreciated. Sincerely, Janet Woodham

In early December, British Gas visited the property next door to replace the boiler. The driver drove off shortly after arriving and a new boiler was fitted by a non-British Gas employee, with a long vent pipe extending towards your garage doors and front door. The narrow path between properties now has the plume from the new boiler blowing across, causing concerns due to its proximity to your garage and the neighboring property. You discussed with the elderly lady's son, who confirmed a British Gas employee fitted the boiler, finishing the work on 6th January [redacted]. During a recent discussion on 14th January, a "stanchion" was mentioned in relation to the new boiler. You have taken photos on both occasions and are worried about the safety compliance of this installation, especially its location near the elderly lady's kitchen window.

I have received two invoices, one for electricity and one for gas, from SSE. Upon discussing this with them, they stated the invoices are actually from British Gas. The invoices are for 37 Heol y Glyn, Cymmer, Port Talbot, SA133NA. Currently, I reside at 52 Brytwn Road, Cymmer, SA133EN, and I am still using electricity and gas at that address. I have not started using the utilities at Heol y Glyn and have only used minimal electricity to check the house. I find it unjust to receive such large bills for a property I am not actively living in. I will update you if I decide to move to Heol y Glyn. Please assist me in resolving this situation. Thank you for your help. Julia J.