British Gas Customer Service Issues

I recently moved out from my previous address on 30th September and have a final reading to share for the bill I received. I was unable to register online at my previous location despite attempts. The experience of being stuck on a loop on the phone for an hour dealing with a computer was frustrating. Customer: [redacted]41 Old address: 16 Courtenay, Honiton EX14 1RQ Move-out date: 30/9/22 Exit reading: [redacted](16) The property is now under the management of Mr. Glen Barton as of 1st October [redacted]. Please generate a final bill using the provided information. I prefer not to engage with British Gas customer service again due to the challenges faced. Kindly send the final bill to 27 Milldale Crescent, Honiton EX14 1RB and reply via email. I do not anticipate receiving any further reminders after this communication.

For the past two months, I have been consistently overcharged due to a malfunctioning meter. Despite multiple attempts to schedule an engineer visit for verification and repair/replacement, I have not received a satisfactory response. Unfortunately, my complaints have not been addressed, and I have been unable to reach any UK customer service representatives. The offshore customer service representatives have been polite, but they have not been able to resolve the issue. Currently, our gas charges are averaging around £[redacted] per day even though our actual usage should be minimal.

I am frustrated with the service you provided for my brother. There was an appointment scheduled today at 2 Paddock Court Mkt Harborough between 8:00am and 1 pm to fix his boiler, which was turned off during his service visit on November 16th. During that visit, the electric sockets next to the washing machine were also disabled, which has left his washing machine unusable. I received a text at 10:06am saying your engineer was on the way, but nothing has happened since then. I am displeased that you have left a vulnerable customer, a 74-year-old disabled man, without heating or hot water for two weeks, only to not show up within the scheduled time frame. Please have someone contact me promptly to provide an explanation for the missed appointment and what actions will be taken to resolve this issue urgently. I have Power of Attorney over his affairs.

In February [redacted], I had my bath tap repaired, but it always produced cool water. I requested an engineer to check, and it was discovered that a dial had been adjusted, which I had not done. Customer care initially confirmed that I owed nothing due to their error. However, I received another bill for £50 two days later. I am 81 years old, on a fixed income, and this situation is troubling for me. M. Sowden

I recently received my most recent gas and electricity statements. When I added them up, they indicated a total credit of £[redacted].42, which I believe is incorrect. Instead of a combined energy statement as before, I received separate statements. The gas statement shows all my direct payments, while the electricity statement does not reflect any of these payments. I believe the accurate credit should be £79.15, as indicated on the electricity statement, which is the combined balance for both gas and electricity. The gas statement displays an incorrect and misleading figure of £[redacted].27.

Hello, I previously chatted with Pearl Wilson about an issue. Unfortunately, the message she sent didn't allow me to take any action. I haven't received a secure form or been able to chat with anyone as needed. Both Pearl and I are disabled and rely on having the heating on all day. Unable to top up the meter by phone anymore, my local shop also stopped accepting payments. Normally, I manage the top-ups by phone due to my disabilities. It's urgent that I top up the gas meter to avoid running out. I am struggling to find a solution to this problem, causing me stress, especially after just returning from A&E for joint issues. Kindly contact me at [redacted]2.

I recently informed British Gas about my move and requested gas and electricity supply at my new home. On November 16th, I provided final meter readings to a British Gas representative who scheduled the supply to start on November 17th. She mentioned she would call back to confirm the tariff. However, I have not received any follow-up since then. Despite several phone calls and emails, I was assured a response within 7-10 days, but I am still waiting. I would appreciate it if you could investigate this matter and provide a prompt reply. Thank you. - Paul M.

1) I purchased a house on the 15th of October. Four weeks later, I received a bill from BG for £[redacted].85, stating I had used [redacted] units of energy. I need an accurate bill. Account number: [redacted]30. 2) My name is Stephen P. and my address is 295F High Street, Cowdenbeath KY4 9QH. Please ensure this is corrected. 3) Another bill was sent to my previous address at 3 Nightingale Walk, Exeter, for a flat that was sold on 12th August [redacted]. The bill covers the period from August 2nd to November 20th. The account number for this is [redacted]64. 4) I am struggling to reach British Gas customer service for assistance. Resolution: Despite challenges, I managed to speak with customer service in South Africa. They resolved the issue in Exeter by agreeing to a small standing charge for the flat's refurbishment period, amounting to £9. After being transferred to the home move team, the representative faced difficulties solving the Cowdenbeath problem, promising to call back but did not. It was confirmed that the £[redacted] charge account was not mine, leading me to set up a new account with a backdated moving-in date. To any British Gas personnel seeing this, I am now considering switching to Scottish Power due to better organization.

I am unable to provide an account number at this time. The account is registered under Mr. I Darlington, potentially with an error regarding Lisa McClure. The address for the account is Flat 8, 8 Whitfield Street, Gloucester, GL1 1NA. Last month, I reached out regarding the non-receipt of the £67 fuel voucher for October. After contacting customer service, I was informed of an accidental omission and was assured that the October voucher would be promptly dispatched. Additionally, I was informed that the November voucher was scheduled for dispatch on November 16th. Although the October voucher arrived five days later, the November voucher has not been received as of three weeks past the expected date. Could you please expedite the sending of the November voucher? Furthermore, I would appreciate it if our account could be consistently included in the distribution list to prevent similar issues in the future. Given the unreliability of postal delivery, could the vouchers be sent via email or text instead? I kindly request an update on the situation. Sincerely, Lisa McClure.

I had an appointment scheduled for someone to inspect my boiler tomorrow due to the pressure gauge dropping to zero. Today, I received a call informing me the appointment was rescheduled to Monday, 9 January. I will be away for a few days over Christmas. Can I leave the boiler on with a low thermostat setting to prevent it from freezing while I'm away?

Dear all, Upon returning from Australia, my wife and I (seniors) rented property 31 Homespinney House in Southampton SO181UD. Unfortunately, we are facing issues accessing electricity due to blocked applications. We took occupancy on the 28th of November and despite multiple attempts to contact you, we have been unsuccessful. We suspect the previous tenant's passing might be causing the problem, but we urgently require power, especially as my wife is recovering from cancer. Kindly unblock the electricity supply for the apartment and reach out to us via email at [redacted] Thank you, Malcolm S.

I recently spoke with one of your agents who advised me to reach out to you. Following the passing of my sister in February [redacted], British Gas ceased the direct debits for the account. My son and I will now be managing the account jointly in the names of Mr. Narendra Lukha and Mr. Kush Lukha, and will be making payments via direct debit. The service address for both Gas and Electric supply is 29 Woodger Close. I was informed by the agent that the utility services would be reinstated within 24 hours. Please let me know if additional information is required. Also, could you provide guidance on how to set up the direct debit? I look forward to your prompt response. British Gas has replied with the following information: - The Estate of Mrs. J Patel, 29 Woodger Close - Estate Gas Customer Reference Number: [redacted]94 - Estate Electricity Customer Reference Number: [redacted]23 - Estate HomeCare Customer Reference Number: [redacted]46 Thank you for your communication regarding the Estate of Mrs. Patel. Unfortunately, due to system limitations, once an account has been transferred to the Estate, we are unable to change the contract owner. The HomeCare account has also been cancelled. For assistance with this or opening a new account, please contact our specialist team at 0[redacted]. Kindly update us once the Probate is granted. Thank you for reaching out to British Gas.

We need an engineer to call and advise us on our central heating. We have 10mm plastic pipework, and four of our radiators are not heating up. A plumber came out and fixed some of them, but three remain cold. The plumber suggested flushing the pipes and installing new radiators and valves, but we are unsure. We would like a Gas Safe registered engineer to assess and recommend what needs to be done. Do we need larger pipes? Can you assist us with this issue?

I have been struggling to get a smart meter from Peoples Energy despite numerous phone calls and promises. I'm 82 years old and need to monitor my energy usage, but the lack of communication from the telephone staff is causing me a lot of stress. The media recommends using these meters, but after waiting 8 months, I am still without one. I am considering escalating this matter if I don't receive a response soon. I urgently need the monitor for my health's sake, and the delay is really affecting me. I look forward to hearing from you promptly. Sincerely, E. P Laing

Hello, I recently purchased a house that had been vacant for 3 years with a British Gas meter outside that wasn't connected to a working boiler. I took over the account in April [redacted] and paid the standing charge for a few months until realizing I wasn't using any gas. After requesting the standing charge to be removed, British Gas promptly sent an engineer to take away my meter, leaving me £[redacted] in credit. They advised me to open a new account, which I did. Despite booking an engineer to reconnect me, I've encountered issues with my new account being linked to the old one with the same email address. Although I have an engineer scheduled to install the meter today for my reconnected boiler, British Gas is now claiming no booking exists. I've spent all morning on the phone with British Gas at premium rates and am now out of phone credit. Any assistance would be greatly appreciated.

Subject: Issue with Gas Smart Meter I had electric and gas smart meters installed on 21.06.21, but the gas meter has been unable to send readings. A technician visited once but couldn't fix it due to a part shortage. Despite multiple attempts to contact the call center, I either wait endlessly or get disconnected abruptly mid-conversation, like today at 9:40 am. Could you please provide information on when the gas meter will be connected? Thank you, Mrs. J. Collingwood 35 Ashley Gardens Hartlepool TS24 8QR

This morning I was promised assistance by 2 p.m. for my gas and electricity supply as I am unwell and vulnerable, registered as a priority. Unfortunately, I ended up going without heating, struggling up two steep hills to a shop at 5 p.m. Only to find nothing added to the gas or electric meters. Now, after over an hour and twenty minutes on hold, I am still waiting for help, feeling hungry and freezing. It's frustrating, and I'm in tears wondering what is causing the delay.

I have qualified for the Winter Cold Payment. I am on benefits and recently received a letter from the DWP stating I am eligible for a £[redacted] winter payment for electric, which can also be used on a gas meter. I would like to apply it to my gas meter please. I am in need of urgent assistance as I have a debt on the meter that I am unable to clear. I have been without heating for some time and now have over an £80 debt that I cannot afford to pay. The current cold weather is making it difficult for me, especially considering my health issues with Osteoarthritis, mental health concerns, and caring for a seven-month-old puppy. My living conditions in an old property with poor insulation, rotting windows, and mold make it even harder. Any help you can provide would be greatly appreciated.

I reached out to your service yesterday to update my address from [redacted] Manor Road, Manchester M436JA to 22 Ivy Cottages, Meadow Lane, Denton M347PZ, both set up for pay-as-you-go. I have moved into my new address but am having trouble topping up or accessing my online account. The operator assured me that I would receive a link within 4 hours to top up online, but I have not received anything yet, leaving me unable to purchase gas or electricity. Can you assist me in resolving this matter?

I recently received a letter about qualifying for a winter payment. I kindly request that it be credited to my gas meter. I haven't used my gas in a while and forgot about the daily meter charge, resulting in an £85 debt I can't afford. With the current cold weather and the lack of insulation in my old building, the situation is challenging. I woke up to iced-over windows this morning. Living with osteoarthritis and mental health issues, as well as caring for a 7-month-old puppy, makes this even more pressing. I would greatly appreciate prompt assistance with my request. Thank you.