British Gas Customer Service Issues

I regret that I missed the deadline to submit my readings on time, which resulted in being charged for estimated digits. Despite registering as living in a two-bedroom apartment, I live alone and do not consume that much energy. I kindly request a review of my usage to ensure I am charged accurately. As a student, managing finances is challenging, and any assistance in adjusting the bill would be greatly appreciated. Please assess my energy consumption and refund the excess amount from the £[redacted] charge. Thank you for your understanding and support.

I'm Sue from Mather and Murray Property, the managing agents for Swallow Barn at The Street, Latton, SN6 6DN. The tenants are having trouble using the heating manually as they can't override the hive through the boiler. Despite receiving instructions from Hive, they still have no heating. British Gas informed me this morning that they can only assist if the tenants possess the hive controller and the account holder's death certificate. Unfortunately, the account holder, Mr. Martin McCabe, has passed away. The hive controller was taken by the landlady when she moved out a few weeks ago, causing an issue now that she's had a heart attack and is in the hospital. I urgently need help as the tenants are left without heating. Please contact me at 01[redacted]26 or [redacted] Your assistance is greatly appreciated.

I am 54 years old and have received Universal Credit since August [redacted] without any savings or additional income. I do not anticipate returning to work soon. I have been a loyal customer of B. Gas for over 5 years. I am curious if I qualify for the Warm Home Discount to assist with my electricity expenses. I reside in rented accommodation with a pre-payment meter. I am struggling to reach B. Gas customer service, waiting for over 30 minutes each time I call. The toll-free number listed on the website is no longer working. Sandy P. [redacted] Beaconsfield Villas Brighton BN1 6HF

On September 9th, I posted a review on Trustpilot expressing my disappointment with the service I received. It took nearly 2 months to receive a response asking me to engage in a live chat to address my concerns. In January, we had a new heating system installed, which was supposed to take 2 days. However, the workers found a board they suspected to be asbestos, leading to a halt in the work until it was tested. Despite being contacted multiple times by British Gas for payment, I refused and lodged a complaint. Communication escalated from phone calls to emails when no resolution was reached. I want to highlight that my husband, who has disabilities, was adversely affected by the incomplete job. Despite numerous attempts to resolve the issue, progress was slow. After 8 months with a hole in our wall, a helpful individual named Liz from the invoice department assisted in resolving the matter. Once the work was done, we promptly settled the remaining balance, with Liz offering a £[redacted] discount. We chose British Gas for their trusted name but now regret not opting for a local company with better service and pricing.

Hello, I am R Radziszewski residing at 9 Cheshire Close, IP3 9WN. I have been in touch with customer service three times already, spending 1 hour and 35 minutes on the call, trying to provide a meter reading. However, I was informed of ongoing issues and assured a callback. The root of the issue seems to stem from a gas meter replacement on 10-09-18, where the old meter with number E6505. [redacted]56 had a reading of [redacted]. The new meter now reads [redacted], with my latest reading at [redacted]. Although I don't have the initial reading for the new meter installation, the technician recorded it. Despite my attempts to submit readings online, the system rejects them as too high, in reference to the last known reading as 02... I was informed that a meter reading was taken incorrectly by someone who visited my premises. I have contacted customer service thrice to resolve this issue but have yet to find a solution. Any assistance would be greatly appreciated. Thank you, Bob.

We have boiler cover with you for all our rental properties. The boiler stopped working, so we booked an engineer to come today, but he just cancelled and can't make it until Tuesday. We have new tenants moving in on Monday with a small child, and they will have no heating or hot water. My husband had to make a 2.5-hour trip to meet the engineer at the property. We are very disappointed with the situation.

I recently moved into a new flat in September. EDF used to be my supplier, but I switched back to you after being with you for forty years before a stint in France. Since switching to you, I have been experiencing issues with my meter readings. My final bill from EDF is nearly £[redacted], which seems excessive for a single person living alone without appliances like a TV, fridge, or washing machine during that period. It appears that my Day and Night/Low meter readings have been swapped incorrectly. Despite efforts with Shweta and Rajeshbhai through chat on my account, the problem persists. The EDF meter clearly labels Rate 2 as Night/Low, but you're treating it as Day Rate. I am frustrated and concerned about the inaccuracies that are leading to an inflated bill. I am requesting an engineer to visit my property to verify the meter readings. If this matter is not resolved promptly, I will escalate my complaint to your head office and consider switching suppliers.

Dear Sirs, I recently moved into my property on October 31st and was surprised to find out that I needed a top-up card for electricity and gas. The property was extremely cold upon moving in because there was no credit on the meter. The agent from Northwood Woking assisted in adding emergency credit, but it ran out quickly. After days of struggling to obtain a top-up card, I finally managed to set up a monthly direct debit with your company, providing all my bank details. Due to the inconvenience, I have decided to switch back to OVO, my previous energy provider. They have informed me that there is still £77.66 credit on the meter. OVO is taking over on November 15th and suggested I contact you to arrange a refund for the remaining credit. Please ensure to cancel the direct debit I arranged with one of your colleagues. I would appreciate it if you could handle this matter promptly and process the refund when OVO takes over. Thank you.

I have an appointment scheduled for an engineer to remove my outdated BEM [redacted] unit and rewire my boiler to work solely with the British Gas digital timer installed 18 months ago. Before proceeding with this, I need a clear assurance that once this is done, I will have the following options available: 1. Only water in the summer 2. Only heating in the winter 3. Water and heating together in the autumn My boiler model is a Potterton Promax HE. Best regards, M. Gill

I am an employee at Brighton and Hove City Council. One of our clients moved out of our property back in June due to family harassment and was relocated to emergency accommodation. He now has a permanent address in Hove but is still receiving bills for the previous address under the name of Mr. Bernard Brigden c/o Miss L Brigden. Mr. Brigden no longer resides there as it is now occupied by Miss Katrina Hutt. It's essential that all bills are addressed to her instead. Mr. Brigden does not want to be held responsible for debts that are not his, especially since Miss L Brigden, mentioned on the bills, passed away three years ago. After leaving our property, he stayed in Flat 27-29 Belvedere Terrace in Brighton until Southern Housing housed him in York Road.

Hello, I am seeking advice on my boiler's behavior. Currently, when the central heating is set at 18 or 19 degrees or higher, it continues to run even after reaching the desired temperature. However, when set below 18 degrees, the thermostat successfully switches off the boiler. I would appreciate guidance on how to address this matter independently or if it requires a professional engineer's assistance. Thank you for your help. Bosko Ajder

Moving Home Details Confirmation: Review the information provided before proceeding with your move. You can edit any incorrect details by clicking 'edit.' Business Type: Letting Agents/Developers Company: Vastgoed 3 BV Contact: Ms. Ines De Vecchi Current Address: 18 Holmside Road, London, SW12 8RJ Email: [redacted] Phone: [redacted]9 New Address: 13B Elvaston Mews, London, SW7 5HY Moving Out: Supplier: Gas & Electricity Customer: Ms. Lisa Kimberley O'Brien Email: [redacted] Phone: [redacted]0 Forwarding Address: 16 Gaskin Street, London, N1 2RX Move Date: 22 November [redacted] Gas Reading: [redacted] Electricity Day Reading: [redacted] Electricity Night: Estimated Moving In: Tenant: Mr. Thomas Hockton Email: [redacted] Phone: [redacted]4 If encountering issues with the server not responding, please attempt to submit the moving-out form again to ensure successful processing.

I added £20 to my card last Saturday and have the receipt. I hadn't used the previous £20 on the meter yet, so the total should be £40. However, when I inserted the card, it shows £0. I still have some remaining credit, but I'd like to resolve this. Thank you.

I have been attempting to reach British Gas for the past 24 hours. I recently recharged my gas and electric meters, but all the funds have only applied to my gas account. I urgently need assistance to allocate some credit to my electricity as I am currently without heating, hot water, or electricity in my apartment. This is particularly distressing for me as I suffer from asthma, a cold, and mental health concerns. Despite using up all my own credit and a friend's credit to address this issue, I have not received any help so far. I am in dire need of electricity to maintain a decent living standard. I have been informed that my electric account is closed, preventing me from topping up. It is crucial that this matter be resolved promptly.

Today, an engineer visited [redacted] Belper Street, Leicester, LE4 6EE for the annual boiler service. Unfortunately, after the engineer left, the boiler started making a loud noise and there is no heating or hot water. It is urgent to have someone come and fix this issue promptly as there are elderly residents in the property. I tried calling today but was on hold for over an hour, and the call got disconnected, which was disappointing. Please contact us urgently at 0[redacted].

There seems to be an error in my bill. My initial bill covered the period from April 25th to November 25th, and I set up a direct debit for payment. However, I noticed that my payment was reversed, and later I received a new bill for the period of June 25th to November 27th, which was paid from my balance. I also received an email stating that my direct debit was canceled, despite me not making any changes. I am quite upset and confused about the service I have been receiving.

Subject: A/C [redacted]81 Billing Inquiry Dear Sirs, I would like to bring to your attention some discrepancies in our billing for account A/C [redacted]81. Historically, our payments have been made via direct debit every 3 months, with payments made in June and September. However, we noticed additional withdrawals on the 25th of October and the 25th of November, causing confusion. We seek clarification regarding these unexpected charges. Furthermore, our dissatisfaction extends to our smart meter issues, lacking phone reception, and the unfavorable rate adjustments made upon installation. We are displeased with these circumstances and are exploring possibilities to terminate our contract early, which is currently valid until October next year. Your prompt attention to these matters would be greatly appreciated. Sincerely, Allan Brown

We currently have a pay-as-you-go meter that we are looking to replace soon with a different one to get a better tariff. We are topping up the meter but are uncertain about the percentage that goes to pay off the debt versus the gas usage. I think we need to clear the debt entirely if we decide to switch from British Gas. Could you please provide details on British Gas's most affordable tariff including charges and unit prices? Thank you.

On December 3, [redacted], I purchased a top-up for my gas meter, but when I entered the card, the meter displayed a fail message and did not add the top-up. I spent over an hour trying to contact British Gas without success. It's essential that their phone lines are answered promptly, and they should indicate if free phone numbers are not operational on their website. The chat service was inaccessible, making it difficult to address issues promptly, especially when attempting to restore gas supply. I need a direct number to resolve issues like getting a new battery for my pay-as-you-go meter and processing the top-up. Any assistance in providing relevant contact details to resolve this matter promptly would be greatly appreciated as I am unable to cook or wash without gas supply. Thank you.

Hello, I have been in contact with British Gas regarding a complaint about a meter that was not properly installed, leading to me paying for my landlord's electricity. The issue has been resolved, and I was promised a £50 cheque, but I have not received it yet. I have been trying to reach out for the last 3 days, but the phone line has been constantly busy. I would appreciate a prompt response. Thank you. Sophie O. Customer Number: [redacted]16