British Gas Customer Service Issues

I recently moved into this property two weeks ago and was informed it operated on a monthly payment plan. I haven't had the opportunity to select my energy provider yet. Unexpectedly, last night at 8 p.m., the electricity was disconnected. Upon contacting Northern Power Grid, it seems they installed a prepayment meter. I have been receiving mail addressed to various individuals at this location, all of which I returned. As a result, I don't have a payment card or account with British Gas, leaving me without any electricity or heating for my home where I reside with my two children, aged 6 and 8, since yesterday. I've been waiting on hold with British Gas for 2.5 hours now, and my phone battery is running low, leaving me unable to top up the meter or contact anyone for assistance.

I encountered an issue with British Gas online chat regarding my smart meter's emergency credit. Despite being told it was available, I was unable to activate it. After claiming they credited me £6.50 for gas and electricity and assured me the emergency credit would work, nothing has changed. My electricity is on the verge of being disconnected, and as a vulnerable individual, British Gas's lack of action is particularly distressing since they supposedly prioritize assisting people in similar situations. They promised me the extended credit and emergency credit within half an hour after our chat, but it has now been 1.5 hours with no resolution. I feel dismissed and in urgent need of help.

After a British Gas engineer serviced our boiler, a valve was left open, causing high pressure that resulted in a flooded reception room with foul-smelling water. I have filed a claim for damages (re-decoration, curtains, and carpet) with the claims department. They will cover the costs but advised me to reach out to you for compensation. The incident occurred on February 14, rendering the room unusable due to the smell. It took over two weeks to remove the water from the carpet, and a heater will be installed to dry the floorboards for approximately 10 days. Repairs will commence in mid-June, with a new carpet to be fitted afterward. In total, we will have been unable to use the room for about 4 months, enduring an unpleasant odor in the property. I am requesting £1,[redacted].00 compensation for the inconvenience caused by the engineer. Thank you. Sheila H. Leandros Cottage, Wokingham RG40 3DY

I recently purchased a new house built by Barratts house builders. They informed me they provided the meter readings when we moved in, but I haven't received any communication from you. I reside at 6 Mitchell Close, Thetford Road, Watton, IP25 6WJ. We have been living here since January 31st and are anxious about the situation. We are eager to set up a direct debit for gas and electricity soon to avoid accumulating a large bill. Please contact us at 01[redacted]17 to arrange this promptly. Thank you.

I have a general question regarding a rental property situation involving my son and his partner. His partner failed to pay the gas and electricity bills by canceling the direct debit and receiving quarterly bills without informing him. She has since left the property and is withholding information about the outstanding arrears. As the account is in her name, my son cannot access this information. My son plans to give notice on the property but is concerned about potential outstanding bills affecting his ability to secure a mortgage. As he is unable to determine the amount owed, I seek advice on how he can resolve this issue. Any guidance on the next steps he should take would be greatly appreciated. Thank you.

Hello, I purchased a rental property on April 5th, [redacted], and stayed approximately 1.5 days for essential cleaning and to ensure everything was functioning properly. The property was rented out to a new tenant on April 21st, [redacted]. Meter readings as of April 5th, [redacted] - [redacted] Meter readings as of April 21st, [redacted] - [redacted] I believe I am responsible for the utility bill between April 5th and April 21st, as the readings are almost the same. Please let me know if any action is required on my part or if you will be sending the bill. If you need to send me the bill, please use my residential address: 124c Church Street Croydon CR0 1RF The new tenant, Shaimah Mousa, will open their own account and will be in touch with you soon. Thank you for your assistance. Best regards, Petr Pokorny Leaseholder at 33 Arnewood Close, SW15 4NR

I've been trying to sort out British Gas errors on my account caused by their incompetence. It's taken almost a year to fix. I sold my property on April 14th, [redacted], and the account is paid up to that date. Now, I just need the account closed. But I'm still being made to do British Gas's job for them, which is frustrating.

On the 5th of April, I received a letter claiming I hadn't paid my bill, but I hadn't even received a bill prior to that. After multiple attempts to request a bill via live chat, I was promised it would be sent within 7 days to avoid a £13 charge for contact. However, as of my chat on the 18th of April, I still hadn't received it. Coming back from vacation on the 24th of April, I found another letter stating I would be charged £13 for contact. Despite these notifications, I have yet to receive the initial bill I've been requesting. It seems odd that company can send me charging letters but not the bill itself. It's frustrating when I can't reach them by phone due to long wait times exceeding an hour.

I was transferred to B.G via Ofcom because my supplier went bust. After joining B.G, I was given account number [redacted]02 and set up payments via Direct Debit. However, I've been struggling for over 8 weeks to register my account online for future meter readings. Despite contacting the helpline 5 times, I have not received any useful assistance. Each time I try to register, the page rejects my details. I am a 78-year-old pensioner with decent computer skills. Please, is there anyone who can assist me? My mobile number is [redacted]5. William Holmes

Hello, I called British Gas today after a 26-minute wait. The representative agreed to send hard copy statements but couldn't assist with the ongoing issue of being unable to open the emails. The compatibility problem with my iPad was mentioned. I was transferred to a technical department regarding a smart meter. Unfortunately, the technical support couldn't understand the problem and tried to transfer me again, but the call disconnected at 5 o'clock. I was informed of a possible charge for a meter reading visit. As retired individuals over 70, we are puzzled by the communication issues preventing us from reading emails and bills. Our account numbers for gas and electricity are Gas- [redacted]88. We have been loyal British Gas customers for almost 50 years. Regards, Paul B. Kelly and Mrs. Ruth Kelly Sent from my iPad

I have been experiencing issues with MyAccount on the British website for the past three months. Despite making multiple complaints and receiving emails assuring me the problem is being addressed, it remains unresolved. The specific issue I am facing is an error message regarding home services that appears when I log into my account. Another concern is the lack of a dedicated section for website-related problems in the help and support area. I urgently require MyAccount to be fixed so I can accurately review my services and coverage.

After being a customer of British Gas for almost 70 years, I am extremely disappointed with the service I have received. Four weeks ago, I spoke to four different operators who failed to address my concerns. Despite promises of a call back from a manager, I have yet to hear back. When I called last Friday, I was assured a return call by 5pm, but I have not received one. Today, after an hour of waiting, I was supposed to speak to a manager but was unexpectedly disconnected after enduring another 20 minutes on hold. I am currently back on hold for over an hour. If British Gas does not address this issue promptly, I am inclined to terminate my services with them. I urge someone to contact me at [redacted]8 to apologize and resolve this urgently. I am on your vulnerable list and in need of support, which I am not receiving at this time. Thank you.

Since my husband passed away last year, I have been attempting to get in touch with British Gas. I was under the impression that an online account had been created in my name. Unfortunately, I cannot recall my password, and my email address has changed. My attempts to reach the company via phone calls and emails have been unsuccessful. I have received a response stating that they are experiencing high call volumes and delays in replies since February. Additionally, I require assistance in verifying the status of my Feed-in Tariff related to my solar panels, which has been challenging to address through the available channels. Susan H. 51 Main St, Thringstone, Leics LE67 8ND [redacted]4 Feed-in-Tariff Customer Ref [redacted] Home Care number [redacted]79

I am attempting to cancel the account associated with the property at 29 Poole Court, Y018 7DR, under a court protection order. As the appointed deputy responsible for payments, I, Michael Barry, aim to bring the account up to date and settle any outstanding balance. The account number in question is [redacted]92. It is crucial for me to close this account by May 12th, [redacted], as the new owners will be taking possession. The account is registered under the name of Mrs. Kathleen Kershaw at my address.

I am reaching out regarding the property at 38 Pinkwell Avenue, Hayes, Middx UB3 1NQ. Previously owned by my late brother, Naveen Sarma, who passed away in September [redacted]. During the probate process, the house remained unoccupied. As the new owner, advised by the Executors, Charles Coleman LLC, I, Nalini Bethel, inherited the property. Following your guidance, I submitted the current readings a week apart to update the account into my name. Upon review, I noticed that past billings were all estimated, and I have just paid a bill of [redacted] based on these estimations. I kindly request that you adjust the billings to reflect the current readings accurately. Thank you for your attention to this matter. Nalini Bethel

I am contacting you about account number [redacted]36, although it is not my account and was sent to my address regarding non-payment. The letter claims over £[redacted].40 is due, with additional costs, threatening debt collection action. The actual bill is from InCommunities Housing, and I had a similar issue in [redacted] which I notified British Gas about. After I received a letter confirming it was a mistake and their files were updated. The account was previously sent to a debt collection agency, Arvato, but was resolved after I contacted them. The account should be closed due to a lack of information about the correct address, which is with InCommunities, The Quays, Victoria Street, Shipley, West Yorkshire, BD17 7BN.

I have a rental property where the bills are due on the 13th. One of my flatmates is causing issues by refusing to pay his share of the bills and even threatening me. This puts unnecessary financial strain on the rest of us. I am concerned about the impact this could have on my credit score since the bills are under my name. How should I address this situation?

I received a letter asking me to call three times and each time I have been on hold for over 40 minutes. Can you please call me at [redacted]9? I also made a payment of £[redacted] to your service on May 6th. According to my meter readings, my balance today is £70.07, which is correct. However, I received a letter saying I owe more and that you will send debt collectors and install a pre-payment meter. This has left me feeling very distressed as I believed I would be in credit.

My elderly neighbor, customer no. [redacted]37, needs help setting up a direct debit after switching from Bristol Energy. She's over 90, doesn't use a computer, and has struggled to get assistance over the phone. I can't find any details about setting up a direct debit offline. Can someone provide guidance? She has an electricity bill due on the 12th but is immobile and unable to pay it.

I received a text invite from British Gas on 11th January [redacted] to install a Smart Meter at 29 Quickswood Drive, Woolton, Liverpool L25 4TP. We confirmed the appointment for 14th January [redacted] between 1.00 p.m. and 2.00 p.m. British Gas sent reminders but the engineer did not arrive on the scheduled date. Now, I received another text offering another installation date. I want to schedule it for Tuesday, 24th May [redacted] between 8.00 a.m. and 12.00 p.m. Due to the previous no-show, I prefer to confirm via email. Please, verify if this date is still available. Thank you, Elaine Gilchrist.