British Gas Customer Service Issues

Subject: Gas Card Complaint at 38 Ivy Road, Northampton Dear all, I am writing to file a complaint about the gas service at NN14QT, 38 Ivy Road, Northampton, concerning Gabriela Stama. On December 3rd, I purchased a £50 top-up for my gas card, but upon returning home, I discovered the card was not working. Despite numerous attempts to contact customer service throughout the day, I was unable to resolve the issue due to the freezing temperatures outside. After spending a total of four hours on various phone lines, including the number [redacted]4, I was still unable to fix the problem with my gas card. To my dismay, I later received a bill from Virgin Mobile for £[redacted] due to the extensive phone calls made to resolve the gas card issue. As a result, my husband and I have endured over 70 hours in a cold house since Sunday, suffering from illness despite having paid for the gas. I am deeply dissatisfied with the customer service provided and the ongoing lack of heating in our home. Any assistance in resolving this matter promptly would be greatly appreciated. Warm regards, Gabriela Stama

My heating has suddenly stopped working, causing discomfort due to the cold weather. The engineer sent by my landlord identified an issue with the timer in the electric system. He mentioned that only the supplier has the authority to address this problem. Requesting urgent assistance to resolve this matter promptly as it is essential to provide a comfortable living environment. The type of heating system we have is storage heating, designed to operate automatically throughout the day. Warm regards, S. Thomas Reference number: UC[redacted]6/01

I recently switched to British Gas and received a letter requesting my meter point number. The letter stated I should call a specific number within a week, 0[redacted], to provide this information or my new account setup would be cancelled. However, upon calling the number, I was informed that it is no longer in service. I attempted other automated numbers provided, but none offered assistance without an account number. I was unable to find a contact number to speak with a representative about this issue. It seems unnecessarily complicated. I am eager to switch to British Gas but am encountering difficulties due to this situation. It is frustrating and may impact my decision to become a customer.

I have been contacted by BPO Collections Ltd. on behalf of British Gas to collect £39.09, which you claim I owe. This has occurred multiple times, most recently on May 17th for £[redacted].07 with reference number [redacted]13. Despite apologies and assurances it wouldn't happen again, it keeps recurring. I don't reside in the U.K. and cannot call the [redacted] number provided. This situation is causing me significant stress. I kindly request that you permanently resolve this matter.

Hello, I am the legal guardian of my mother, who now resides in a permanent care facility while her house is listed for sale. The property has been vacant for over a year, and I, living three hours away, find it challenging to provide regular meter readings as requested. Would it be possible to temporarily suspend the meter readings for her account until the house is sold? Thank you for your understanding.

I've noticed a persistent leak from my upstairs neighbor's pressure release valve, with water seeping out from where the pipe emerges from the wall outside their flat. The pipe has been capped, but the leak seems to be from inside their flat and not the pipe itself. I've informed the neighbor about this issue, but it has been ongoing for around 7 weeks. I reached out to the council, who mentioned they can only take action if the leak starts affecting the inside of my property. I'm wondering if it's safe for the pipe to remain capped on the outside and if this situation poses any dangers.

My brother, who lives next door, is transitioning from n-power to British Gas. He needs to use my email address as he doesn't have a computer. When I try to set up his new online account, it defaults to my own account where I have British Gas Serv insurance. The letter he received has his name on the correct bank details but it's addressed to Mr. Pauline Ormerod at his address. I kindly request that the name on his new account be changed to Mr. David Morris, 1 Malvern Way, Helmshore, Rossendale, Lancs BB4 4LJ. Please provide guidance on setting up his own online account so he can submit the takeover readings. Since he's deaf and doesn't have a phone, I manage his phone communications. His new customer number is 8[redacted] [redacted], and the letter reference is ACQ/CPS/LIVE/OMR/SMR.

Yesterday, I added ten pounds to my meter to avoid a gas disconnection. Although the transaction shows on my bank statement under British Gas, the top-up is not reflecting on my meter even after almost 24 hours. Consequently, my gas has been disconnected, leaving me frustrated. I expected the top-up to bring me back to credit, but now the meter shows I owe additional funds. This issue needs immediate attention as I am currently without heating or hot water.

I have recently moved into a flat at 4 Glassel Road 1/1 G34 0HZ. I am the new owner of the property. There is still debt on the account from the previous owner that deducts money whenever I try to top it up. I would like to create a new account and close the previous one since the previous owner no longer lives here. Additionally, I would appreciate a full refund for the money that has been used to pay off the previous owner's debt. It doesn't seem fair for me to be charged for someone else's debt.

The email address for both the HomeServe account and the energy account at our home address is the same. The HomeServe account is under my husband's name, Francis (Frank) Bridgwater, and the energy account is under my name, Kathryn Bridgwater. We both use the email frank.kathy@btinternet, but when I log in, I can only access the HomeServe account. Customer service instructed me to contact you to resolve this issue. Can you please enable me to view the energy account with this email address? The reference number is [redacted]37. Thank you.

I've been dealing with a continuous problem regarding a disputed bill. I was assured that a manager would call me back promptly, but they didn't. I even sent a comprehensive email three weeks ago with the commitment of a response within 72 hours, but that also did not materialize. After sending another email, I was told to expect a response within 21 days, which I am still waiting for. Despite this, I continue to receive demands and recently found out that £25 has been added to my account. I really need assistance with this situation.

I switched my Gas & Electricity services to BG back in November. I got a text from them on 25.11.19 asking for meter readings, which I promptly gave. They acknowledged receiving the readings via text on 26.11.19. However, to proceed smoothly as a new customer, I require all contract specifics, particularly for the direct debit setup, without any more delays. John B. 16, St. Michaels Gardens, South Petherton, Somerset, TA13 5BD

I reached out on November 6th regarding moving my electricity supply to British Gas. It has been more than a month, and I have not received any updates about the switch, only an initial email with no follow-up confirmation. I am still topping up with my previous supplier and considering looking elsewhere due to the delay. I was informed that switching from a top-up meter to a credit meter would take 2.5 weeks, a process that should have been completed by now. I am quite dissatisfied with the lack of progress on this matter. (Address) Sales number: [redacted]

I reached out to you on November 6th regarding switching suppliers. I was informed it would take 2.5 weeks initially, with an additional couple of weeks needed to switch to a credit meter. The process should have been completed by now, but I am still topping up with my previous supplier without any confirmation of the change. My sales number is [redacted], and my address is 9 Bondfield Gardens, NE10 8TY. It has been over a month now, and I am extremely dissatisfied with the delay. I may need to consider looking for services elsewhere if this issue is not resolved promptly.

We had some work done at our home back in November. We recently got an email regarding invoice no. [redacted][redacted] for £67.47, which is now overdue. Unfortunately, we are currently on vacation in Australia and are experiencing difficulties with electronic transfers due to our bank not providing a one-time passcode. Would it be possible to delay payment until our return to the UK on 24 January? Thank you.

I am requesting to change the account name from the occupier's name to Home Group Ltd for the property at 44 Runswick House, Westward Close, Middlesbrough, TS1 5TW. The property has been vacant since October 27, [redacted], and will be re-let in mid-January [redacted]. It is crucial that the account is updated to Home Group Ltd to ensure payment can be processed once the property is re-let. Thank you, Karen Scott Housing Management Worker Home Group

We have been tenants at 31 Dearne Court, Woolley Grange, Barnsley, for the past 5 years, and you have provided gas and electricity services during that time. As we near the completion of our property sale, we need to submit final meter readings. Unfortunately, we can't locate the account numbers from when we first set up these services. If we provide you with our details - the property address and our names (P M or J L Satterthwaite), could you kindly assist us by providing the necessary account number/s? Your help with this matter would be greatly appreciated. Thank you. Regards, Phil Satterthwaite.

I've had a British Gas smart meter for years, even though they are not my current energy provider. I could still monitor my usage until recently, when I began switching back to British Gas. Now my meter display shows a "lost network" message. British Gas now claims I don't have a smart meter, and I need to submit manual readings, leaving me puzzled. Denise S. CW5 5LD 79 Marsh Lane

I contacted British Gas yesterday as I found myself in financial hardship and needed assistance with my electric and gas until I receive funds on Thursday, December 19th. A customer service representative coordinated for an engineer to visit between 4 pm and 6 pm yesterday to top up my meters, with the agreement that I would repay it during my next top-ups. Unfortunately, the engineer did not arrive, and as the office closed at 6 pm, I was unable to follow up. Today being Sunday, the office is closed, and my electricity is running low, creating an emergency situation. I was promised help within the timeframe I specified, taking into consideration my health issues and medication that requires refrigeration. I prepared in advance to avoid this predicament due to recent changes in my benefits. Urgently needing assistance, as my anxiety is severely affecting me, I kindly request a prompt resolution. Thank you for your attention to this matter.

Yesterday, a customer service representative assured me that an engineer would visit between 4-6pm to credit my meters due to my financial struggles. Unfortunately, the engineer did not show up, and now the office is closed. I am in dire straits as my electric is running out soon, and I have no other sources of assistance. I have various health problems and severe anxiety. Can anyone provide assistance?