British Gas Customer Service Issues

I was transferred to you as my supplier (PFP) ceased trading. I had a dual fuel tariff and was advised to wait until I was moved to British Gas. However, I only received an electricity bill, not gas. I contacted you through the app and provided my account and meter numbers but have not heard back since. I am still not set up for gas and haven't received a bill. The app is not helpful as it always says advisers are busy. I would like someone to call me at 07[redacted]54 or email me at [redacted] to resolve this.

I am having a difficult time setting up an account with British Gas. I have previously been with Scottish Power until the end of September [redacted] when the tariff ended. Following this, I attempted to switch to Peoples Energy, who ceased trading on September 19th, leaving me without a supplier. Scottish Power suggested that British Gas would take on all Peoples Energy customers. I contacted Offgen and obtained reference number [redacted]. Unfortunately, I have been unable to access the British Gas website without an account number. The customer service contact numbers I tried also require an account number I do not possess. Despite receiving letters from British Gas requesting meter readings, I cannot provide any as I do not have an account number. If anyone can assist, I would greatly appreciate it. The customer reference number on the most recent letter dated 22/01/22 is [redacted].

I have been trying unsuccessfully to contact BG to submit my meter reading as a transferred customer from Bristol Energy. I attempted to use the [redacted] phone number, spending £2.50 without any help. While the online chat was helpful, the verification link sent to my email crashed my computer. Accessing my account online does not allow me to take any action due to the unavailable respond tab. It seems the website is not functioning well. I did not choose to be a BG customer, and it is clear why others may have avoided it. The customer support is lacking. I should not have to use an expensive phone line to help BG bill me for their overpriced product. My BG reference number is [redacted]58. I am now waiting for BG to contact me.

Our tenant at 62 Corn Street has recently been incarcerated, and he is the account holder for the electricity under the name Jacek Mazurek at Witney Polish Deli OX28 6BS. The property now has a new tenant who is unable to set up a new account while the previous one is still active. We do not have access to the account number for the Witney Polish Deli. How can we proceed with canceling this service?

I recently received my electricity bill on the 28th of January. If it was sent by mail, I would have received it around the 7th of February. Surprisingly, debt collection agencies were already pursuing me by the 9th of February. I have paid double the amount of my usual fuel direct payments, totaling £[redacted] instead of the agreed £[redacted] payment that was rejected by fuel direct. Despite this, I mentioned that I would cover the due amount if the direct payment failed. I am currently about three months ahead of our scheduled agreement. My reference number is .[redacted]61. It pertains to my electricity bill.

I recently received a bill addressed to a name I have not used in over 20 years at an old address. This incorrect billing situation needs immediate attention. The bill should be updated with the correct name of the current resident, Mr. Paul Oldfield, who is my son with autism. Previously, he was paying his energy bills through monthly direct debit with The People's Energy until they went out of business. Now, he has been switched to British Gas, but somehow the account is under my previous name, causing confusion. He received a large quarterly bill he cannot afford since he was expecting to continue making monthly payments. This error needs to be fixed promptly to avoid any further complications. Thank you.

After moving, I believed my Direct Debit would settle any remaining bills. However, I recently received an email stating I owe £[redacted] from my previous address and must pay by February 10th or it goes to a debt collection agency. I've tried contacting BG for a week, spending up to an hour on hold, but received no response. Today, after finally reaching someone, I was transferred to a department in training with no one available to take my call. BG is already charging me extra for the December bill. I need assistance setting up a payment plan and someone to talk to about this issue.

I have an account with British Gaz but cannot access it because the email address listed is incorrect. The email showing is [redacted], but the correct email should be [redacted] When I try to log in with the wrong email, it prompts me to change my password, but I can't receive the code sent by British Gaz since it's going to a non-existent email. Can you provide guidance on resolving this issue so I can access my account and schedule appointments? Thank you.

Hello, I am currently in the process of sorting out my gas and electric services at 19 Pioneer Way, Kingswood, HU7 3LS. I moved into the property on 5/6/[redacted], and I am still residing there. Upon moving in, there were some misunderstandings with British Gas due to the property being a new build. Unfortunately, the individual I spoke with was unhelpful and even accused me of living elsewhere. I attempted to resolve the billing issue with no success. I am eager to have this matter resolved, and while I understand I will need to pay for the energy I have used, I would appreciate a call to assist with setting up my account. As a single mother receiving benefits from Universal Credit, I am interested in having meters installed if that is an option. Thank you, Claire Everett.

I recently moved into my new property on December 22, [redacted], and I am still struggling to access my gas and electricity account information. Despite providing the meter readings through the builders on the same day I moved in, I have received communication from the company requesting the same information. I had discussions with your team via online chat on February 17th and 18th, but was notified that only the gas account (ref [redacted]95) was set up, and I was instructed to follow up in a few days for the electricity account details. I would appreciate assistance with resolving these issues. Furthermore, I had requested a smart meter, but during a phone call, I was informed that I already had a smart meter installed outside. I actually meant an indoor smart meter with an in-home display to monitor my energy usage.

Subject: Request for Pay As You Go Meter Installation Dear British Gas, I am writing to request the installation of a pay as you go meter at my address as I have received notice of outstanding gas payments. Due to current financial difficulties, I am unable to make a direct call to resolve this issue promptly. My name is M.A., residing at 112e Flat Portland Road, SE25 4PJ. Installing a pay as you go meter would allow me to make regular payments towards my gas usage conveniently. I apologize for any inconvenience caused and appreciate your understanding of my situation. Please consider this request as a viable solution to address the outstanding balance. Thank you for your attention to this matter. Sincerely, M.A.

I switched to BG in mid-November [redacted]. My previous supplier, who always contacted me via email for meter readings, has provided a more proactive service than BG. I recently discovered that BG's calculations have been based on estimates rather than actual readings. Today (4th March [redacted]) marks the first time I've submitted a reading since switching. I prefer providing my readings rather than relying on an energy meter. Although my account now shows a significant debit balance, I expected BG to suggest adjusting my direct debit or provide alerts for meter readings. Do you send recommendations for meter readings or adjust direct debit amounts proactively? Your feedback is appreciated. Thank you, Graham Howell.

Dear Sir/Madam, I am writing on behalf of my neighbor, Mrs. Jeanette Muriel Allan, who would like to open an online account that I can manage on her behalf due to her inability to operate the internet. I have provided all the necessary details for her account setup. Name: Mrs. Jeanette Muriel Allan Date of Birth: 29/06/[redacted] Address: 19 Rainsborowe Road, Colchester, Essex CO2 7JT Sales Order No.: [redacted] Customer Reference No.: [redacted]29 Tariff Name: Welcome Together – Variable Email address for set up: [redacted] I have encountered difficulties reaching out for assistance via phone calls. Mrs. Allan also requested the option to pay her direct debit monthly and provided her contact information. Additionally, there have been discrepancies in the quoted electricity consumption levels on the letters received. I appreciate your prompt attention to this matter and hope for a resolution soon. Sincerely, David Robinson

Hello, I am writing because there have been issues with communication regarding the installation of pay-as-you-go meters at my property. Despite attempts by my sister-in-law to explain the situation to your representatives over the phone, there seems to have been a lack of understanding or cooperation. Pay-as-you-go meters are necessary for me to manage my gas and electricity bills effectively. I have been receiving messages about unpaid bills, but without the appropriate meters, I am unable to make payments. I kindly request that someone come out promptly to install the meters so I can resolve this matter and begin paying for my utilities. Regards, Kevin James.

Hello, British Gas. I had my gas meter replaced on Tuesday, 15th March [redacted], and provided the new card number for top-ups. However, I've been unable to top up my account online since. I've been calling daily since Tuesday without any assistance, and my emergency credit has run out. With a 20-month-old baby, the cold house is a concern. I was told someone would come to fix it within two hours this morning, and later assured my account would be topped up in half an hour. Yet, by 23:45, the meter hadn't been updated. Who can assist me with this issue promptly? Your help is greatly appreciated. Thank you. - Bogumila Plotek, 23 Drayton Close, HU8 9PJ

I am reaching out for my 88-year-old mother, Mrs. E. Whiteley, who is feeling very confused and anxious due to a mix-up with British Gas. She received a credit statement dated 2 March stating a balance of £13.05 and the message "We’re sorry to see you go. You have nothing to pay," followed by another statement for £13.18 covering 4 days in February, asking for payment by 14 March. Despite believing it was related to energy cost increases, she has not moved. Upon my involvement, I discovered her customer number had changed from [redacted]04 to [redacted]10 for her residence at 48 Higham Way, Burbage, LE10 2PX. We seek assistance in resolving this issue promptly to ease her concerns. Thank you, Hilary Stephenson.

I recently switched to British Gas and have been struggling to access or create my account due to issues with the system recognizing my password. I was informed that I have two accounts and need to set up a new one, but when attempting to do so, I continue to encounter errors with my email password. Despite trying to reset the password, the system does not accept it. Additionally, I was shocked to be notified that I owe over £[redacted], which seems inaccurate given that a credit of over £[redacted] from my previous provider was transferred not long ago. My Smart Meter usage also does not align with such a high bill. I have tried calling for assistance, but the long wait times forced me to disconnect. I am frustrated with the poor service and hope to resolve these issues promptly as the available support options do not address my specific concerns.

My former roommate and I resided at 115A Liverpool Rd in Eccles, Manchester. After our original energy supplier was unable to continue service, we were switched to British Gas. Initially, we had no issues with the bills. However, we later received charges related to the previous tenants, which we disputed. Despite this, we continued to pay our reduced monthly fees on time. Upon moving out in late March [redacted], British Gas sent us a bill exceeding £[redacted]. Despite numerous attempts, my roommate has been unable to reach their customer service. This has left us unable to clarify the reason for the high bill or seek resolution. My roommate's customer reference number is [redacted]58.

My former roommate and I resided at 115A Liverpool Rd, in Eccles, Greater Manchester, from March 12th, [redacted] to March 12th, [redacted]. Initially, our energy was supplied by People's Energy, but we were switched to British Gas in July or August due to People's Energy no longer being able to provide us service. Everything was going smoothly until we received a bill claiming we owed fees dating back to March before we moved in. After contacting British Gas, our bills decreased, but upon moving out, we were hit with a bill of over £[redacted] without a clear explanation. This amount is significantly higher than our usual energy costs, and paying it in one go would greatly impact our finances. My roommate has been trying to resolve this issue by contacting customer service, but the calls get dropped or he receives messages about unavailability to assist him. Customer Reference Number: [redacted]58 Email: [redacted] Previous Address: 115A Liverpool Rd, M30 0ND, Eccles, Greater Manchester

I have recently switched to British Gas from Peoples Energy. Despite providing meter readings, setting up my online account, and making monthly payments to Peoples Energy, I am still being addressed as 'The Occupier'. I have received incorrect bills for both gas and electricity. The accurate meter readings as of 31/3/22 are Gas = [redacted] and Electric = [redacted]. I have always paid for both gas and electricity on a combined bill via direct debit and would like to continue this. The bills I received are trying to charge me from 20th January [redacted], but I have been paying Peoples Energy until 28th March [redacted]. I believed my direct debit with Peoples Energy would transfer to British Gas, but if not, I am willing to set up a new one. I do not plan to pay the bills as they are currently issued. I am awaiting your response.