The following are issues that customers reported to GetHuman about British Gas customer service, archive #20. It includes a selection of 20 issue(s) reported January 3, 2023 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am reaching out on behalf of my brother, David Illman, who is hospitalized and considered a vulnerable customer at 71 years old. He has received two bills from you, and there are some address discrepancies on them. The first bill was sent to the wrong address, addressed to "The Occupier" at 41 Staffords Place, instead of the correct address, 41 Limes Avenue. The second bill was correctly addressed to David Illman at 41 Limes Avenue, but the address mentioned is incorrect as it should be 41 Staffords Place.
My brother mentioned that he has submitted meter readings. Could you please verify the outstanding amount of £73.44 under customer number [redacted]85 and confirm if the energy assistance credit has been applied? I am unsure when he will be discharged from the hospital, so I kindly request not to take any immediate action until he is back home.
Thank you,
Derek Illman
Reported by GetHuman-derekill on Tuesday, January 3, 2023 1:54 PM
Before November [redacted], my mother paid £[redacted] every month for gas and electricity via Direct Debit, along with around £40 monthly for HomeCare. Recently, the Direct Debit for gas and electricity spiked unexpectedly to £[redacted] for both November and the previous month, with no justification provided. The HomeCare charge was also increased to £67. Given my 90-year-old mother's limited finances, the drastic hike in charges was distressing. The total sum demanded is excessively high, exceeding government-imposed caps for average households. Our household, with only 4 occupants, does not warrant such exorbitant costs, especially considering our reduced energy consumption compared to previous years. My mother is supposed to be on your lowest tariff, yet the recent bills suggest otherwise. Contrastingly, my brother's family, living in a larger house, pays significantly less with a different provider. It is puzzling why the charges do not align with our actual usage patterns. As a long-time loyal customer, my mother deserves fair treatment and reimbursement for these discrepancies. Your prompt attention to this matter is crucial to retain her patronage. We eagerly await your response. Thank you. Roger
Reported by GetHuman-hathore on Tuesday, January 3, 2023 4:17 PM
Hello, I experienced a heating issue due to a staff member. After contacting your customer service, I was informed that the £60 charge for the call out fee would be waived. However, I am now receiving payment reminder letters and have been placed on hold for over 60 minutes on three separate occasions. I am unable to dedicate more time to follow up on this matter. Could you please confirm the removal of the charge from my account ending in [redacted]89? If this matter cannot be resolved promptly, I would like to cancel my monthly payments. I urge you to review the recorded phone call where your colleague assured me the charge would be waived.
Reported by GetHuman8087216 on Monday, January 9, 2023 10:36 AM
Customer Reference: [redacted]24
Concerning Mrs. Minnie Booth, born on 18/09/27:
I'm reaching out about my 95-year-old mother-in-law, a BG customer, who had been receiving estimated gas readings due to a faulty meter. A smart meter was installed on Jan 7th after her hospitalization from Saturday, December 17, [redacted]. Despite not using gas during this period, she'll have an estimated bill, excluding the standing charge. I contacted billing but was advised they must speak with Mrs. Booth directly, which is challenging given her age and hearing difficulties in a busy hospital. I appreciate if this unique situation could be understood. Best regards, Mr. G. Topliss
Reported by GetHuman8087374 on Monday, January 9, 2023 12:39 PM
I am looking to switch my energy supplier to British Gas at my new flat in flat number 3 Doddridge House, Spring Boroughs, Northampton, NN1 5SJ. The property currently has Utilita as the supplier with a Pre Pay Smart Meter. I am struggling to set up an account despite contacting them on [redacted] [redacted] [redacted] for nearly two hours without any response. My smart meter monitor is inside my flat, and I lack access to the main gas and electric meters. Northampton Partnership Homes is the landlord, and Energy Angels was supposed to be involved, but I have not received any communication from them. Attempts to reach Energy Angels have been unsuccessful. I need assistance in setting up a new account with British Gas.
Reported by GetHuman8087433 on Monday, January 9, 2023 1:13 PM
Hello, I attempted to call but the recording directed me to use live chat. I am looking to arrange a repayment plan for my outstanding balance. In order to remain with your services, I understand that I need to make monthly payments of £[redacted] over 5 years, totaling £34,[redacted]. This amount is higher than what I had anticipated spending. After reviewing my options, I need to arrange a repayment plan before switching to another provider. I apologize for any inconvenience and would appreciate assistance in setting up a monthly repayment schedule.
Reported by GetHuman8095336 on Thursday, January 12, 2023 10:26 AM
I have received another gas bill, which is meant for my flat but is instead being sent to my neighbor's address (the flat above). Despite multiple conversations, emails, and a visit from a British Gas representative, the issue persists. I just want to ensure that the bill is indeed for my flat and not my neighbor's. Here are my correct details:
Customer Number [redacted]45
Stuart Charles Green, Flat 1, Ground Floor, [redacted] Orford Lane, Warrington, WA2 7BA.
Gas Meter No: G4P[redacted]0
Electricity Meter No: 17P[redacted]
Due to health issues, I am unable to communicate effectively and have been trying to address this via email, with my family also attempting to help over the phone. My son has called to ensure that it is noted on my account that the bill will not be paid until the address error is resolved and I receive confirmation that the amount is for my account.
Kindly respond to my email at [redacted] If I do not hear back by Monday, January 23, [redacted], I will escalate this matter to Ofgem.
Reported by GetHuman-stuartcg on Wednesday, January 18, 2023 9:49 AM
I am able to log in to my two British Gas accounts online using my laptop, but I have encountered issues when trying to log in via the British Gas app on my new iPad. It repeatedly states that my password is incorrect, leading me to reset it each time. However, this then affects my ability to log in on my laptop, creating a troubling cycle. I have not faced a similar problem with other utility websites or apps. I have already raised this issue through the chat support, referencing number CCR[redacted], but I have not received any updates on this matter. I would appreciate it if this could be looked into and resolved, as I would like the flexibility to access my data from either device.
Reported by GetHuman8119605 on Monday, January 23, 2023 2:52 PM
I am struggling to access my British Gas online account. It was originally registered under my husband's name, John Shepherd, and I am Yvonne Shepherd. I am trying to transfer the account into my name due to my husband's illness. Despite multiple attempts, I have been unsuccessful in changing the name on the account. We have been loyal British Gas customers for over 20 years, yet when I log in online, it states there is no account linked. Our Gas Account reference number is [redacted]18, and the Electric reference number is [redacted]70. I kindly request to update the account name to Mrs Yvonne Shepherd and would appreciate an email confirmation so I can set a new password.
Reported by GetHuman8141965 on Thursday, February 2, 2023 5:22 PM
An engineer replaced my DIGITAL DRAYTON DIGISTAT3 with an old analogue thermostat. This setup is ineffective as the analogue thermostat won't kick in during cold nights. Being in our eighties, this situation could be disastrous. I was unaware of the change, but my son noticed and was alarmed. The boiler thermostat seems to be malfunctioning, as it cycles the boiler on and off. I urgently need someone to come and reinstall the proper room thermostat.
Reported by GetHuman-rowener on Thursday, March 9, 2023 8:23 PM
I am writing to inform you of the passing of my sister, Mrs. M.K., in January [redacted]. You had previously sent a statement indicating she was owed £[redacted].68 from British Gas. However, I had already informed you two years ago that all her accounts were closed.
I have sent a letter explaining that her bank account no longer exists, and I kindly request that you issue the cheque in my name, not in my sister's name, so I can deposit it into my account. Unfortunately, the cheque I received was still made out to Mrs. M.K., which is not correct as I had clearly stated that all accounts were closed under her name.
Please send a new cheque made out in my name so that I can properly deposit it. Thank you for your attention to this matter.
Reported by GetHuman8223810 on Friday, March 10, 2023 11:37 AM
Yesterday, I added £80 to my prepaid electricity key, but the meter showed no credit. I acquired a new electric key, put £10 on it, and managed to top up. Sadly, my electricity is now on emergency credit, as it ran out today. I cannot afford to top up more since I budgeted £80 for the top-up yesterday, which did not reflect on the meter. I have a receipt from the pay zone outlet showing the transaction, but the credit is not showing. I would appreciate having the £80 transferred to my meter.
Reported by GetHuman8246046 on Monday, March 20, 2023 10:13 AM
I am reaching out on behalf of my elderly mother, who struggles to provide accurate meter readings due to her hearing impairment. Today, after discovering she was billed over [redacted] pounds for gas, I contacted customer service to supply the correct reading of [redacted]. I was informed it would apply to the following bill, not the current one. Regrettably, she cannot afford the current bill due to the high estimate. Would it be possible to adjust her account accordingly and issue a revised bill based on the actual reading provided? Her account number is [redacted]13. Her details are: Myroslava Martyniuk, 32 Kenilworth Ave, Oxford. I am not based in the UK and am assisting her remotely with this urgent matter. Your prompt attention to this issue would be greatly appreciated. Thank you.
Reported by GetHuman8260401 on Sunday, March 26, 2023 6:11 PM
Hello,
I hope you are well.
Issue 1: I am receiving letters stating I am not reading my emails, but I am not receiving them. Please ensure you send emails to me as you have my correct email address.
Issue 2: I was informed I have no account with you, but I receive bills, including overcharges awaiting a refund.
Issue 3: Attempts to address these problems via phone failed. Your error in changing my email to an incorrect one needs correction. Please update my email to [redacted]
Please resolve these matters promptly or consider additional staff with your current profits.
Thank you,
Mavis S. [redacted]93
Reported by GetHuman-gdumelow on Thursday, April 6, 2023 12:22 PM
My father passed away in February [redacted]. I am his next of kin and the executor of his estate. I received a notification on 6th March [redacted] via my mobile that the final bill amount is £66.82. I promptly settled it with my debit card. However, when I received the bill via post, it indicated that I had a credit balance. I had attempted multiple times to view the statement online earlier but kept encountering messages about the account being transferred. From the last week of February [redacted] until 5th March [redacted], I have been under significant stress trying to contact British Gas, including phone calls and online chats with their agents. I am utterly drained. Could you please relay this to the account and billing department as I am expecting a refund.
Reported by GetHuman8293153 on Monday, April 10, 2023 8:54 PM
I am frustrated with British Gas as I have been experiencing issues with my smart meter monitor and topping up my payments. Despite complaining and contacting British Gas, I have been informed that no action will be taken as it is out of guarantee. I am now facing the problem of not being able to insert my top-up payment due to my meter not allowing me to do so. This ongoing issue has not been resolved despite my previous complaints. I hope for assistance with getting the meter to accept the top-up payment, as every time I attempt to use the top-up system, I encounter this problem. It seems that British Gas is not willing to address the problem, leaving me feeling disappointed. I am Mr. Gilham from [redacted] Whale Island Way, Stamshaw, Portsmouth, PO2 8EW.
Reported by GetHuman8304827 on Sunday, April 16, 2023 1:00 PM
My gas meter was replaced in January [redacted]. British Gas does not acknowledge the new meter despite two phone calls to explain the replacement and provide all necessary information. What should I do next? Offer a sacrifice? Eventually, I discovered a telephone number and spoke with a very pleasant Indian girl who, upon checking the records, found all the details about the meter in my file. British Gas never bothered to look! It's frustrating that I had to make a third phone call to try and resolve a situation that British Gas had the necessary information for back in January [redacted] to fix. It's unbelievable! Who wants or needs their service, right?
Reported by GetHuman8306192 on Monday, April 17, 2023 9:24 AM
Hello, I am the executor of the late Mr. Horace Woodcock's estate with customer number A[redacted]. I recently received text messages requesting payment for a bill, but I have not received any bills as I have not submitted meter readings. The last bill showed a credit balance, and I have already received a refund for overpayment. The house associated with this account is currently vacant with the gas supply turned off. The house is in the process of being sold, and once we have a completion date, I will provide a final meter reading. Thank you.
Reported by GetHuman8314472 on Thursday, April 20, 2023 7:45 PM
I received a letter stating that my monthly direct debit will increase from £66.33 to £[redacted].34. I am a 77-year-old widowed state pensioner and cannot afford this. I can only manage up to £80.00, which will still be tough for me. I've been limiting my heating use to reduce costs. The state pension is increasing by 10.1%, but my payments have gone up more than 50%. Could you decrease my payment to £80 per month, and I'll cover any extra needed later? If not, I may have to cancel my direct debit with British Gas. Please respond promptly.
Reported by GetHuman8320753 on Monday, April 24, 2023 8:12 AM
During a service visit years ago, I received inaccurate information from an engineer, which led to unnecessary work being done that cost me around £[redacted]. I was wrongly advised to flush out my central heating system, and now I've learned that due to my 'one pipe' system, the flush would have been unsuccessful regardless and should never have been done.
Reported by GetHuman8330257 on Friday, April 28, 2023 11:54 AM