British Gas Customer Service Issues

I have recently received my FiT Payment, but once again, the reading figures I provided were not considered, resulting in me being paid at a lower rate for more of my energy generation than I should have been. I first emailed the readings on April 1st, which were taken on March 31st. After receiving no acknowledgment, I sent the readings again on April 13th. Subsequently, on April 22nd, I sent another reading in response to your request. The discrepancy in payment has led to me being paid at a lower rate for more units than should be the case. I am owed a balance for the difference in rates. Please address this issue promptly. Thank you. Terry Cornelius.

As the landlord of a residential property, unfortunately, I am facing issues with the gas and electric payments following the passing of the tenant last October. The property has been vacant since then, but there are still standing orders in place for these utilities. There appears to have been a confusion with another property located downstairs known as Chanterlands DIY at [redacted] Chanterlands Avenue, Hull, HU5 3TR, mixing it up with the flat above, [redacted] A Chanterlands Avenue. The business below changed hands and suppliers on March 18, [redacted], and is no longer associated with British Gas. Due to this mix-up, I am unable to pay online as your system does not recognize my details. Despite efforts to resolve this matter, I continue to receive mail and bills from British Gas Business, even though it is a residential issue, not a business one.

I need to cancel the upcoming smart meter upgrade appointment scheduled for 06/06/[redacted]. I specifically requested a new key meter, not a smart meter. It is imperative that I reschedule or cancel as I have a crucial hospital appointment that day. I have been unsuccessful in reaching out to customer service for assistance. Please acknowledge my request promptly.

I am facing an issue with British Gas as they are not accepting the electricity readings I have provided, which are higher than what they expected. Despite sending them accurate readings in line with the forecast they previously outlined in an email dated September 26th when they took over my account from PFP Energy, they are planning to estimate a much lower figure. I want them to acknowledge my correct readings which align with the forecast they initially provided of [redacted] KWHs.

Hello, I am Jim Adens. We recently moved to a new build, but we encountered issues setting up an account with your company due to the lack of a postcode. British Gas assured us they would send a letter, which we received on June 1st instructing us to contact you. Unfortunately, we are unable to reach your home move line as it is closed due to the energy crisis. The online option provided is also not feasible as our postcode does not match the one listed for our address. Our housing confirms you do supply in our area. We urgently need to resolve this as we have been without an energy supplier for three weeks. Sales Order number: [redacted] Letter Reference number: HMV/3PT/PRMT Home phone: [redacted] Mobile: [redacted] Thank you, Jim Adens

I received a gas bill for a customer, Mrs. Ashleigh McCurrie, who was supposed to move to our property but decided not to. Our address is 18 Cherry Tree Avenue, Haslemere, Surrey, GU27 1JW. We currently live at this address and are SSE (OVO) customers. Please make sure that the account for Mrs. McCurrie is not set up using our address, as we already have active accounts with SSE. Additionally, please do not send any more bills in her name to our address. Our accounts at this address are under the names of Mrs. Pauline & Mr. Abraham Azizi. Thank you for your assistance with this matter.

My name is Mrs Ruth Colling. I reached out to British Gas following the recent passing of my husband, Brian John Colling. I've received their response (reference HMV/BRV/CONF dated 2nd June) stating that I am now responsible for the account with customer reference number [redacted]78. However, the bank account details still show my late husband's name. Our joint account has now become a sole account in my name. This situation is also reflected in our Homecare agreement (letter reference SVC/LIF/CHCD dated 1st June) where the bank details list B J Colling. I kindly request that you update these records accordingly. While my husband was in the hospital in March, I was contacted to arrange a service for our central heating system and gas fire. Unfortunately, this was not finalized, and I was told someone would follow up. Regrettably, I have not heard back since. I would greatly appreciate it if someone could contact me at [redacted]1 to schedule this service. Thank you for your assistance.

I have been attempting to reach out to gain access to my new account after moving a couple of months ago. However, your system has been incredibly frustrating, leading to wasted time and stress. I have faced numerous issues: - When trying to register online, the system indicates that I am already registered. - Upon attempting to log in online, I receive an error message stating 'something went wrong.' - Resetting my password has been a challenge as the system alternates between saying my email is not registered and recognizing my registration. - Phone calls route me to online solutions rather than connecting me to a human representative. - Live chat is inaccessible without an account, which I am struggling to create. All I want is to register smoothly to input my details, meter readings, and make payments. Could someone please contact me to resolve this matter? The current customer service experience with British Gas has been truly disappointing.

I am currently assisting an elderly individual in a precarious situation with their British Gas electricity and gas meter. Unfortunately, both the key and card are not charging, leaving them without access to energy. Despite visiting a pay zone provider for help, the issue remains unresolved, and I am unable to reach British Gas without the account number. This has become an urgent matter as the person's health condition is deteriorating, and they have been without electricity and gas for several weeks now. The individual resides in London SE1, and given their lack of internet access, I have shared my email for communication purposes.

British Gas Account Number: [redacted]8. Mrs. D.V. Scudder, 38 Helmore Rd, Barking, Essex, IG11 9PH. My elderly mother recently received a letter from PRAC Finance Ltd regarding an outstanding payment from [redacted] at her previous address in Barking. Despite her bills being paid through direct debit, we were never notified of this debt before. When she moved out in [redacted], we provided meter readings for both gas and electricity, settling her final account. No outstanding debts were mentioned then or even when she switched to electricity only at her current address. She is now 88 years old and facing dementia, residing in sheltered housing. Unfortunately, the debt agency insists on dealing solely with her, not me, her son. I am willing to clear this bill, but I request the debt notification from your end. I seek clarification as this concerns a direct debit account. - R. Scudder.

I recently moved into this property in December [redacted], and the account was under my landlord's name. I've been consistently topping up the meter, but I wanted to switch to direct debit to avoid running out of fuel. I called on Friday, June 24th, to change the account to my name and set up a direct debit. The agent informed me that there might be a gas and electric supply interruption for up to 4 hours after making the changes. This situation was inconvenient for me as I have a reptile that requires electricity. Despite my concerns about the supply, the agent mentioned she couldn't do anything to prevent the interruption. Following the call, the electric supply was disconnected, but my meters weren't credited with the £40 I had previously topped up. Although £21 was credited to my gas meter, I am still missing the £40 credit for electric. I am displeased with how this has been handled and urgently require assistance to credit my electric meter to resolve the ongoing inconvenience.

Following a recent service visit for my boiler and fire, I tried to provide feedback but was unable to personally comment on the engineer, Darren Simms [redacted]. While I've had a service agreement with your company for years and have been satisfied, this visit truly impressed me. Darren was extremely efficient, thorough, and courteous. He not only serviced the boiler and checked all the radiators but also dismantled the gas fire and inspected the chimney. His professionalism and respect for my home compelled me to reach out and commend his excellent service. I believe it's crucial for customers to have the opportunity to share positive feedback as well. I trust that my appreciation for Mr. Simms will be acknowledged accordingly. Thank you. Christine B.

Dear Sir, Regarding Reference Number [redacted]93, the supply address is 1/2 1 Stewartville St, Glasgow G115PE, with the last meter reading at [redacted]-[redacted]. After several unsuccessful attempts to contact you by phone, I am now reaching out online in hopes of resolving my two main issues. Firstly, I have been trying for weeks to inform you of my house move. Whenever I select the appropriate option when calling, I receive a message stating that the option is no longer available. I moved on May 16, and due to being in the hospital during the move, I could not notify you until now, adding unnecessary stress during the relocation process. My old address is mentioned at the top of this email, and my new address is T. McCafferty, 0/1, 36 Keith Court, Partick, Glasgow G11 6QW. Kindly forward all future correspondence to my new address. Secondly, I have received a bill for £[redacted].42, which I question as I was regularly paying £23 every two weeks through a scheme. Please confirm the correctness of this amount and send the final bill to my new address. Additionally, please assure me that my account will be closed as I have switched to a different provider. I apologize for the length of this email but I am keen to resolve these matters promptly. Yours sincerely, Thomas McCafferty

Hello, my name is Trevor A., and I reside on Plantation Road in Norwich, NR65RH. My energy account number is [redacted]. I have been experiencing issues with my energy bill that have yet to be resolved. Despite spending hours on the phone with your customer service, I have not made any progress. The numbers provided to me seem inflated, and promises of a resolution have not been kept. I was assured a callback that never happened. During a subsequent call, after explaining the situation again, I was placed on hold for 50 minutes before having to disconnect due to a doctor's appointment. I do not use Economy 7 and am unable to set up a direct debit until this issue is corrected. The inconsistency in my bills, ranging from £[redacted] in May to a sudden increase to £[redacted] in July, is causing undue stress, especially considering I was only paying £64 monthly previously. Kindly address this matter promptly and update me on the progress. Thank you, Trevor.

Re: Ref number: [redacted] Hello, I called British Gas on July 21st and July 22nd, [redacted], to set up third-party payments from my Universal Credit to pay off my outstanding bill. The representative I spoke to on the 21st mentioned that British Gas no longer accepts third-party payments from benefits. However, when I verified with Universal Credit, my case manager indicated that they do accept these payments if British Gas sends the application form. After explaining this to British Gas again, I was placed on hold for 40 minutes before ultimately hanging up. Subsequently, I received an updated bill stating that I am now solely responsible for the payment. I clearly communicated my preference for direct third-party payments from my Universal Credit to the call handler on both occasions. I am currently experiencing immense emotional distress due to the recent loss of my son and his father, compounded by an ongoing inquest into my son's death. I kindly request assistance in facilitating third-party deductions through Universal Credit. My National Insurance number is WP202212B. Thank you, Mary O.

I recently submitted a Power of Attorney on behalf of my son to British Gas through their "thirdpartysupport" email. After being informed that his duel-fuel account is online-only, I am now trying to obtain historical consumption and billing information to assist him with his energy bills. Despite the account being on the standard variable rate with no changes to the monthly direct debit for the past thirteen months, I am unable to get the necessary details over the phone due to long wait times. I am wondering if, with the granted third-party authority, I could access the account online using my own British Gas Homecare login. If this isn't an option, I am considering requesting my son's login credentials. If there are restrictions on sharing this information, I am concerned about the challenges I might face in getting the required data through phone communication. The current process appears far from user-friendly.

I am currently assisting my mother, Mrs. Janice M., in setting up an online account after having a visit from an arvato representative. She has unfortunately fallen into arrears due to a misunderstanding with her landlords and is eager to settle her overdue bill or arrange a payment plan. Despite my efforts, I am encountering difficulties as the system is not accepting her information, including her name, address, and reference number. Given the urgency of the situation, as my mother is elderly, in poor health, and resides in a sheltered housing complex, I am eager to resolve this matter promptly to prevent any further actions. I hope to alleviate her stress and anxiety by addressing this issue promptly. Details: Mrs. Janice M. 20 Dunrobin Gardens Airdrie ML6 8BB Customer Reference: [redacted]88 Thank you, John M.

I recently moved into a new property and contacted British Gas to create an account for electricity and gas. They set up my account to be billed at £[redacted].96 for electricity and £[redacted].43 for gas monthly. After a mail stating my Lloyds bank account would be debited on the 6th of every month, I realized I wasn't debited on the 6th of July. I called customer service and made an online card transfer for £[redacted] instead of the fixed £[redacted]. Unexpectedly, I received two HSBC cheques as a refund of £[redacted].64 and £98.65, totaling about £[redacted] which was more than my overpayment. As of August 8th, my account has still not been debited for July's consumption. I need clarity on why this is happening and request the debit order to be set up promptly to avoid accumulating a large lump sum. Your guidance and prompt action on this matter would be greatly appreciated.

I am in the process of relocating and need to switch on the gas and electricity supply at my new address, 53 High Hoe Road, Worksop, S80 2DR, as I prefer to be with Eon. The gas supply seems to be linked to British Gas as per Bassetlaw District Council. I have tried contacting British Gas without success as I'm asked for an account number, which I do not possess yet. The property has been empty for months, and I haven't moved in yet. I had a technician visit to activate the gas, but without electricity, it couldn't be done. As I plan to move by the end of the month, having gas and electricity is crucial for a smooth transition.

Upon joining British Gas, I requested key meters and was advised to wait 28 days. I explained that my bill needs to be added to the key meter due to receiving benefits, which was agreed upon. Over a month later, I am still struggling to get the key meters installed. An engineer came today to lower the electric meter, but couldn't do it upon arrival. I contacted British Gas to resolve this issue as I keep receiving debt collector letters despite arrangements for the key meter. Today, I was informed of an error on my account, and they are unable to update my billing for 24 hours, promising a callback on Monday. I am unable to schedule a key meter installation until my account is updated.