British Gas Customer Service Issues

I have been a British Gas and Electric customer for nearly two years. Recently, I spoke with one of your colleagues about my gas and electric support vouchers, which I have not received consistently since October. I have only received three vouchers so far, for February, March, and April. Despite numerous live chat discussions with your colleagues, the issue persists. Each time, I am assured that I will receive my vouchers, yet I am still waiting. To add to the frustration, the previous tenant has been receiving vouchers in their name for the past two months, despite my requests. Could you please investigate this matter and assist me in resolving it?

I am having trouble accessing the website, as I keep receiving a technical difficulties message. I've been informed that the issue is on my end, but I am unable to make the necessary adjustments to my computer due to a disability. The only means of contacting support is through web chat, which is also challenging for me. Additionally, phone support has long "on hold times." I am frustrated by the lack of alternative methods for disabled customers to reach out for assistance. I would like to file a complaint regarding this matter, but I am hindered by the website access problem. Should I consider switching to a different supplier?

I recently relocated to 24 Franklin Street, Scarborough YO12 7JU. I've been getting letters with incorrect information about smart meters installed by my landlord, who resides in the flat above mine. The letters reference number [redacted]77 and include a gas smart card and an electricity smart card. Despite this, I am unsure about the type of meters I have and do not have a payment plan associated with them. My flat is located on the ground floor (Flat 1).

I received a statement last week, the first since May last year when I encountered issues with billing. Despite attempts over the phone and online, the matter was only resolved with the help of the ombudsman. The current statement I received is estimated, and after speaking to a representative who sent a form for me to fill, it still doesn't cover the period since the last bill. A woman promised to speak to her manager and call me back, but it seems to be another broken promise from this company. On a positive note, I am using a smart meter and not experiencing any issues with the electricity service.

I pay £[redacted] monthly for energy. Currently, I am £[redacted] in credit. I have been away from home for the past two months and unable to reach anyone in authority. Despite being transferred to different departments at British Gas, I have not been able to address my concerns. I am seeking clarification on my usage and charges. I have revised my communication twice but still face challenges in explaining what action I would like British Gas to take to resolve the issue.

Hello, I am a resident of 10 Orrel Street, M6 5TD. We encountered an issue with our recent energy bill. A payment of £[redacted].14 was made by Feb 11, [redacted]. After contacting British Gas, we were informed that the meter had a problem and a new smart meter would be installed. We were advised not to pay the current bill as students until a new bill reflecting the updated meter reading is issued a week after the meter is updated. Despite this, we received a bill on April 26, totaling £[redacted].82, covering the period from 15th August [redacted] to 16th April [redacted], which is twice the expected amount received within a month. The new meter installation took place on April 17, and the bill received covered utility usage until April 16th. We believe there is an error in the bill and kindly request a review of the situation. Thank you.

I need to provide British Gas with my electricity readings. After checking the readings submitted on 17th March [redacted], I noticed a significant increase. Concerned about a potential mistake or a faulty meter, I contacted a chat agent named Nishant on 11th May. He scheduled an engineer to inspect the meter on 16th May '23. I am unsure if the engineer can access the meter without my presence. Despite these arrangements, I have not received any updates since my conversation with the chat agent, and British Gas continues to request readings.

I have been trying to access my account for over three months without success. I am frustrated with the constant switch in customer service representatives. If someone does not contact me today, I will cancel my direct debit. Please reach out to confirm my account number and balance. Your prompt attention would be greatly appreciated. Thank you, Harvey P. 15 Lilac Close, Taunton, TA1 2QB Account Number: [redacted]

I recently received a welcome letter and first bill from BG on May 19th for my new build apartment, even though I took possession on February 21st. After trying to set up an online account and direct debit, I found out that billing will be handled by the apartment block management agency, not directly to us. It seems the developers provided my details to BG in error. The concern is that I received an initial bill we are not responsible for, and I want to avoid any late payments or debt. I provided direct debit details to BG for the new apartment, but the management company will handle all billing. How can I cancel the direct debit for the new apartment and separate it from my existing home in BG's system? I want the management company to handle all energy accounts moving forward. I have all the necessary details available. Thank you for your assistance.

I moved into my new rented accommodation in November after the previous tenant passed away. I have the correct meter readings from their executor. Initially unsure of the electricity provider, I contacted the power grid who directed me to BG. In May, BG finally reached out to me about the account. During this time, I was dealing with the passing of my sister and had to handle arrangements in the Isle of Man, adding to my stress. I provided BG with meter readings from November to May. I am concerned about the £60 monthly discount from the government energy scheme that should have been applied from December until the scheme's end in March/April. I am 65 and living in sheltered accommodation, and this situation has been very stressful for me. Thank you.

We have been struggling to contact British Gas for a while now. We previously reported our issue to the Managing Director. The problem persists with receiving estimated bills, leading to a significant credit of £[redacted].12. Despite multiple attempts to request a refund, we have not received any responses. The meter is faulty, making it impossible for us to provide accurate readings. The online platform is also inefficient, displaying technical errors and extended loading times. Attempting to use the live chat feature redirects us to unhelpful messages about the provider ceasing trading. We are incredibly frustrated with the lack of assistance from British Gas. Our main request is for an engineer to repair the meter and initiate a refund promptly. It is disappointing to experience such poor service from a company we have been loyal to for a long time.

I received a call from [redacted] in May regarding my mother's £[redacted] rebate check. She has been in a care home since July last year due to dementia. The caller mentioned the check would be in my name as I'm her financial appointee. I was told I'd receive the check by the end of May and to call if I didn't. Despite calling 10 times, I haven't received a reference number to speak to anyone. Please assist me with this issue as it is causing me distress. My mother, Joan Edwards, resided at 2 South Gate, South Hiendley, Barnsley S729AG. I appreciate your help. Thank you, Pauline B., Joan's daughter.

I have two accounts with British Gas, A[redacted] for electricity and A[redacted] for gas. These accounts were both in my and my late wife's names. My wife passed away over three years ago. Despite multiple attempts to update the gas account to only my name, Mr. Nigel Smith, it still appears as Mr and Mrs Nigel/M Smith. Could you please rectify this error promptly? I have been trying to resolve this issue for about three years now. Kindly confirm via email once the account details have been corrected to avoid further correspondence addressed to my late wife. I simply wish to have the gas account registered in my name only.

I have two accounts with British Gas, A[redacted] for electricity and A[redacted] for gas. These accounts were both in my and my wife's names. My wife passed away over three years ago. I have tried multiple times to change the accounts to only my name, Mr. Nigel Smith. The electricity account has been updated, but the gas account still shows as Mr. and Mrs. Nigel/M Smith. I would appreciate if you could update the details as requested years ago to avoid confusion and bills addressed to my late wife. Kindly confirm the changes via email. Thank you.

I have over £[redacted] in credit with you, but I am being told that I will not receive a refund. This is because the money will be needed for higher energy demands in colder weather. As a journalist, I find this situation to be extremely unfair. I do not want you to keep my overpayments and earn interest on them. If you are unwilling to refund the large sum I am owed, I will switch to Octopus without delay. I look forward to your prompt response. - Colin Bevan, Life Member of the National Union of Journalists.

I recently filed a detailed complaint regarding unauthorized withdrawals from my account and an error in correspondence sent to my ex-husband. I am seeking assistance from senior customer service to address these issues promptly. Despite assurances of a refund and a payment plan, I received an email stating a large sum will be debited from my account in August. I have been attempting to reach out for days without success. Urgent attention to this matter is requested. Thank you. - Julie Stott

I recently received notice from British Gas about a substantial refund owed to me. Although I previously resided at - 6 Tree Way, Knutsford, Cheshire WA16 9AL, it seems that my son, who is currently under police investigation for fraud, may have altered the login details on the account. Consequently, I am unable to access my account with British Gas. The reference number provided with my Direct Debit payments is [redacted]91. I kindly request an expedited refund to my Barclays account. Your prompt attention to this matter would be greatly valued. Thank you. Patricia Anne Bailey (Mrs) P.S. I am over 80 years old, and any assistance from your team would be sincerely appreciated.

I am writing to address the constant receipt of "overdue on your account" letters for £20, despite being fully paid up on my HomeCare account. I spoke to Kay in the accounts team who mentioned it was an unusual amount dating back to [redacted], with no explanation for the charge. She assured me the error was corrected. However, I have now received two more threatening letters. Requesting this issue be resolved to cease these letters permanently on my account. Thank you.

Hello, I had a new boiler installed by British Gas two months ago. We've had three engineers visit because we thought it was leaking. I followed the last engineer's advice and dried out the cupboard, but dampness is appearing on the walls again, both inside and outside where the boiler is installed. I would like a supervisor to come out, assess the situation, and determine a solution. There were no issues prior to the new boiler being installed, and I have maintenance cover through British Gas.

I recently provided my final meter readings for my account number A[redacted]9 after moving. Unfortunately, I didn't receive any acknowledgment from the company. Adding to the frustration, another direct debit was deducted today, causing me to have a £[redacted] credit balance. I have since canceled the direct debit. The process to update my moving date prior to moving was impossible, and post-move instructions to use the live chat button on my account were confusing as the button doesn't seem to exist. It's been a rather challenging experience, to say the least.