British Gas Customer Service Issues

I have contacted British Gas five times since Monday the 15th and have spent over 10 hours on the phone being transferred to various departments. I have been directed to the home move team three times in an attempt to change the account name to East Lothian Council, under the name of my workplace. Yesterday, I was informed that the change had been made, and I was promised a text to my mobile number, [redacted], and an email to my work address, [redacted], with a new top-up code. Initially, they provided me with a code, [redacted], under which I topped up £30 and then £50, unknowingly clearing an old tenant's debt. I was under the impression it was a new code. I am still awaiting the correct top-up code to be sent. Today, when I called again for the code, I was informed it was still registered under the old tenant's name and was advised to contact the home move team for the fourth time on Monday. The situation is frustrating as I need to resolve this issue urgently to accommodate homeless individuals in these flats by conducting the necessary checks before accommodating anyone new. Thank you.

New Vaillant boiler was installed on July 25, [redacted]. However, a few days later, we had no hot water. An engineer came on the 10th of August, but the issue persisted for 2 more days. Subsequently, a second engineer arrived on the 11th of August to install a Type A spur but couldn't due to needing an electrician. After several attempts and a weekend of no hot water, another engineer arrived on August 15th to replace the CCP Spur with a spacer. Despite managing with an electric kettle for hot water, being 86/87 years old, it was quite challenging. Now, after two weeks of it working well, I am requesting a 20% refund from our final bill of £2,[redacted]+ due to the inconvenience caused to my wife and me, including the power being switched off. I must say that your team has been very helpful throughout this ordeal. Thank you for your attention to this matter. Sincerely, Mr & Mrs Leahy

Hi, I wanted to check about Homecare number: [redacted]44. I received an email but it seems confusing. I am concerned if this is a legitimate message or a phishing attempt. When I tried contacting the provided phone number, the wait time was too long. I would appreciate a prompt clarification on this matter. Thanks.

Customer Number - [redacted]13 - I am the estate owner of my late mother, Mrs. Anne R., who passed away in March [redacted]. The property at 18 Brook Court, 78 Wordworth Drive, Cheam, has not been occupied since her passing. Despite numerous calls to British Gas in the past year regarding the high electricity bill for an unoccupied property, I recently received another bill for £[redacted].08, which exceeds the usage of my four-bedroom house. I am considering filing a complaint due to the lack of resolution despite my efforts to address this issue with British Gas. I am Paula W., the daughter of Mrs. Anne R., and can be reached at [redacted]. I kindly request prompt assistance as phone wait times have been excessive. Thank you.

Subject: Assistance Needed for Mr. William Healey's Account Hello, I am reaching out regarding my elderly father, Mr. William Healey, and his recent hospitalization. Unfortunately, he received a letter dated 16/08/22 stating that his direct debit agreement was cancelled. Due to his lack of internet and email access, I am assisting him in resolving this matter. Mr. Healey has tried contacting your company by phone but has not been successful, leading to added stress as he is currently in a fragile state after two recent hospital stays. Please reach out to Mr. Healey directly at [redacted]4 to assist in resolving this issue promptly and avoid further distress. Alternatively, I can be reached at [redacted]0 or via email at [redacted], with Mr. Healey's permission to act on his behalf. Thank you for your understanding and assistance. Warm regards, Derren Healey

I have two suppliers for my energy needs: British Gas for gas and Scottish Power for electricity. Due to my daughter's mental health issues, we haven't used the gas supply in over a year, only paying the standing charge, but we still use electricity. How can I make sure the £66 discount per month is applied to my electricity account? Can you provide me with reassurance regarding this matter?

Upon moving into a new flat, we discovered a prepayment meter with a debt that British Gas has not cleared. Despite their assurances, the debt remains, leading to a lack of gas supply. After paying £20 to resolve the issue, the gas still isn't on, and British Gas has failed to provide written guarantees or take action to rectify the situation. Despite our requests, they have refused to switch us to a credit meter or send someone to fix the issue. Efforts to escalate the problem or speak with a supervisor have also been met with refusal. We have sought help from Ofgem and Citizens Advice, who state that British Gas is violating the Consumer Rights Act [redacted]. We are in the process of filing a formal complaint with British Gas and escalating to Ofgem. It's disappointing to see how British Gas is treating vulnerable individuals reliant on prepayment meters.

I recently encountered an issue where my heating system malfunctioned by heating the radiators when I turned on the hot water. An engineer visited on August 18, [redacted], and identified a stuck valve causing the problem. However, on September 19th, when I used the central heating for the first time since Spring [redacted], the radiators became scorching hot, and the boiler wouldn't switch off despite adjusting the controls and thermostat. I suspect the initial repair was not thorough, leading to this recurring issue. After another engineer visit on September 22, the motorised valve head was replaced. Unfortunately, when testing the hot water control two days later, it was still heating the heating pipes and radiators, reverting back to the original problem. I believe it's British Gas Homecare's responsibility to address this ongoing issue promptly.

My son and his partner previously resided in a property that I own. They vacated the property at the end of May and settled the account with reference number [redacted]44. The property was then sold, and new occupants moved in on July 8th. Surprisingly, my son, now at a different address, received a letter from debt collectors representing British Gas demanding £[redacted].28 for electricity consumed between June 1st and July 7th, when the property was unoccupied. The account was never registered in his name. This amount is incorrect, and I am seeking assistance in stopping the threatening letters. I called this morning and experienced a long wait time of 30 minutes before being transferred to different departments, totaling an hour and 18 minutes before possibly being disconnected.

Customer number [redacted]32, postcode S2 1UH. I recently received an estimated final bill for a house I purchased in June after switching to a new supplier. This second final bill was unexpectedly high at £93.95. Despite calling on September 12th to address this, I was reassured a revised bill would be sent, but none has arrived. Instead, I've received an email demanding payment for the original amount. Considering the current uncertainties, receiving such large estimated bills is unhelpful. Having only been supplied by you for a short period, being billed for what amounts to 4 months' worth of usage is concerning. Please resolve this promptly.

I am writing on behalf of a friend, as she has been unsuccessful in contacting British Gas by telephone. My friend, Miss Janet Jones, a British Gas customer residing at 10 West End Terrace, Llantwit Major, Vale of Glamorgan, CF61 1SN, had made an appointment for a visit from a BG employee to discuss the installation of a new boiler system and fire. Despite prior arrangements, the employee named 'Steve' did not show up, and a rescheduled appointment was also missed with no communication from British Gas. Miss Jones rearranged her plans to accommodate these visits and is understandably frustrated by the lack of professionalism and communication from the company. She has attempted to reach out this morning but was unable to get through. Please address this issue promptly. Thank you, Miss Christine Woodward.

Hello, I hope you're well. I typically get a combined quarterly bill for gas and electricity from British Gas. However, recently, it was split into two separate bills. The gas bill was accurate, covering three months and based on my meter reading from September 30th. The electricity bill, on the other hand, is confusing. It didn't consider my September 30th reading, the billing period was shorter than usual, and the usage was significantly overestimated. The bill lacks any explanation for these discrepancies, and I'm keen to understand why this has occurred. In these uncertain times, a little transparency and common sense would be greatly appreciated.

I am being requested to settle a bill today, but I am unsure about the details! I recently read my meter, which shows as 1 [redacted] [redacted] 8/9. My daughter has been attempting to reach you without success, facing issues on your end. This morning, we were informed of a long wait time on the phone, which I cannot endure due to a medical appointment. At nearly 80 years old, the stress from this situation is affecting my health. I need clarification on the bill before making any payment. I propose that a technician visits to read my meter and resolve this matter.

I recently received my British Gas bill and was surprised to see that it only showed my gas usage and a credit of over £[redacted], neglecting the electricity cost that typically appears on the same bill. This has left me confused about my balance, especially since I am unable to access the details online. Additionally, despite signing up for a smart meter in May and making arrangements to be at home for the installation, the fitter was unable to install it due to us being on economy 7, which has happened with different providers in the past. Despite explaining the situation beforehand and being assured it would be fine, I was disappointed that the installation could not be completed. I am still interested in getting a smart meter but unsure if it is feasible at this point.

We had a smart gas meter installed before our supplier went out of business, and when we switched to British Gas, it never functioned. A British Gas meter reader verified that the meter does not work. We had a scheduled appointment earlier this year to fix the issue, but we were informed that it was canceled and could not be rescheduled. Currently, we are left with a non-functional meter, leaving us unaware of our gas usage.

I have been asked to provide my gas and electricity readings within 14 days, which I am willing to do. However, upon attempting to take the readings, I discovered that the electricity meter reading I provided in September was incorrect. I mistakenly entered [redacted] instead of the correct reading of [redacted]. In August [redacted], my electricity meter reading was [redacted]. Today, my electricity reading is [redacted]. I am worried that if I submit today's readings based on the erroneous September submission, it may lead to an inflated bill of several thousand pounds due to the mistake. I kindly request assistance in addressing this issue promptly to avoid any billing discrepancies. I eagerly await your response. Best regards, A. Henderson

I submitted an online form yesterday to inform British Gas about my upcoming move on 11/12/[redacted]. Unfortunately, the key collection date has been changed, so I need to cancel my request for now. The address in question is 18 Oldbrook, Bretton, PE3 8SH. My current address is 16 Illston Place, Peterborough, PE1 4UY. I apologize for any inconvenience and will update you once we have a confirmed date from the vendor. Thank you.

Good day, Account BGL43204 On January 18th, [redacted], Emily Smith from Utility Bidder Limited contacted you on our behalf to inquire about a quote for a possible continuation after the termination of our current contract. Although copies were provided to Mr. Guise, there was never an intention to start a new contract at that time, and I have no record of agreeing to one. Since then, we have signed a contract with another supplier and would like to cancel any arrangements with your company. We understand the challenges both parties face and hope for a prompt and understanding response. Respectfully, Lachlan A MacInnes

I have been residing in temporary emergency housing provided by the council since March [redacted]. I use a smart meter to top up both my gas and electric at the post office. Unfortunately, I have not received my October or November payment from the government that should have gone directly to the electricity meter. Since I am in temporary accommodation, I am unsure if the voucher might have been sent to the landlord. However, I do not have the landlord's details as the property is managed by the council, and they have been unable to assist me in checking this. The address where I am staying is 4 Gardners Row, Oakenholt, CH6 5SR. My electric top-up card account number is [redacted]. I will be moving out soon, so I kindly request that any missing vouchers be sent to me via email at [redacted] I would appreciate it if you could verify through the smart meter that no credit has been applied or vouchers used at this address. Thank you, Lisa J.

Writing on behalf of a friend without computer access concerning Mr. J.K. Moore of [redacted] High Street, Halmer End, Stoke-on-Trent, Staffs., ST7 8AD. Mr. Moore's account, Customer Number [redacted], has been referred to the Complaints Management Team at British Gas. Despite the last statement on 3rd November [redacted] indicating that his payments were suitable, British Gas has unilaterally raised his direct debit from £[redacted] to £[redacted].16 starting 15th November. We seek assistance to lower the Direct Debit to £[redacted] monthly starting 15th December [redacted] to alleviate stress for Mr. & Mrs. Moore. Urgent attention to this matter is greatly appreciated. Thank you.