British Gas Customer Service Issues

Subject: Homecare [redacted] Policy Change and Requesting a Hard Copy I am writing through my daughter, Georgia Hopper, as I am currently unable to access online services independently. Following my husband's passing, Alan Pocock, I have updated our Homecare [redacted] policy to be under my name, Pauline Pocock, which we pay £96 for every quarter. As my late husband handled all correspondence via email, I do not have access to those records. I kindly request a hard copy of the policy in my name to be sent to my address at 29 Clay Hill Road, Basildon, Essex, SS16 5DD. I am seeking clarification on the coverage, a breakdown of costs, and the process for requesting an engineer. Contacting British Gas by phone has been challenging, with long hold times and online account access issues using my daughter's email address, which is linked to another account. I anticipate your prompt response through this email and the delivery of the hard copy by mail. Thank you, Best regards, Pauline Pocock

I was recently moved by MSE Energy Saving Club from my previous tariffs with British Gas to the British Gas Energy and Boiler Cover Jan [redacted] tariff. The electricity tariff was promptly updated, but the gas tariff change is overdue. Despite reminding you two weeks ago, the switch hasn't occurred after 7 weeks. I recall part of the agreement was that I'd schedule smart meter installation within 3 months of the switch start. I'll fulfill my end once you honor yours.

Account [redacted] shows a debt of £[redacted].12 linked to my previous property in Cheltenham. This debt dates back to when I was unaware I was still the responsible contact for bills after my marriage ended. I've attempted twice to address this with BG, setting up payments that were not deducted as agreed. Now, I've been contacted by Lowell about this matter, which I refute having any dealings with. I am escalating my concerns to the Ombudsman due to ongoing mistakes and harassment from BG. I settled the outstanding electric bill over a year ago, and as I've been out of work for health reasons for a year, I'm dismayed this issue persists without resolution.

I recently received a bill from British Gas stating that my direct debit will increase from £60 to £[redacted].37. I am quite upset about this sudden change as it is beyond what I can afford. I have been trying to contact them via phone to request that they do not increase the amount. I am willing to pay off the balance and would prefer to maintain the direct debit at £60. Paying such a high amount every month is not feasible for me. I have already turned off my heating in hopes of seeing a difference in my next bill. Thank you, Helen Kelly, Customer Number [redacted]84.

I am currently a So Energy customer, but I've been informed that I need a large domestic meter which they don't supply. I need to switch to a new provider that can install the new meter. The housing has already been fitted. I need a U16 meter installed and to switch to a new supplier for gas and electricity. My email is [redacted] I would appreciate a response. Thank you, Charmaine J.

I attempted to address the issue of booking my annual boiler service online, but encountered difficulty due to incorrect service dates on the website. Despite engaging in two live chats with British Gas to rectify this and enable online booking, the dates remain inaccurate. After two unsuccessful calls today, each with a 40-minute wait time to speak to an advisor, I have abandoned further attempts for now. My British Gas account number is [redacted]28.

I am currently on universal credit and living in a top-floor flat with no loft insulation. Managing to keep up with gas payments has been a significant challenge, leading to arrears and the inability to top up my card. This has been particularly difficult due to my ongoing health issues. I have not been able to afford gas for over two months now, and the cold temperature in my flat is unbearable. I kindly request assistance in adding credit to my card so that I can top up and address this urgent issue. Your help last year was invaluable, and I truly appreciate any support you can provide now. The struggle to afford basic necessities like gas while on universal credit is overwhelming, and I fear the possibility of losing my flat. Thank you in advance for considering my situation and offering your support.

I have been attempting to contact a customer service representative for two days to request a final bill. Emailing [redacted] resulted in a bounce-back email from [redacted] stating the address could not be found. I tried calling 0[redacted] and 0[redacted], but the automated system directed me to call back during their office hours of 8am-8pm, despite calling between 8am and 6:30pm. I am feeling very frustrated. Is there an alternative phone number or email address I could use? Thank you, Kathleen.

Dear customer service, I am writing to request a boiler service for Account No. [redacted]74 to be conducted by the 21st of February at the same time and date as last year's service. My contract is set to end on the 31st of March [redacted], and failure to complete the service by this date would constitute a breach of contract by the company. If the service is not carried out by the specified date, I will not be renewing my homecare contract. I kindly ask for a prompt response with a confirmed date and time for the boiler service to resolve this matter. Sincerely, Mr. G. Rowlatt

Regarding gas [redacted] and electricity [redacted]. We are new tenants at this property managed by East Suffolk Council. We signed the agreement on 29/10/[redacted] and moved in on 25/11/[redacted]. The estimated bills we received seem high for the energy we used, especially considering minimal usage for lighting and a kettle. The gas supply was only connected in mid-November, so the charges seem inaccurate. We have since switched providers and will struggle to pay two bills. Despite numerous attempts, we were unable to speak to an advisor when contacting the office in January. Sincerely, R. & P. Spencer, 38 Elliot Ave, Reydon, Southwold, Suffolk, IP18 6QX.

I am currently attempting to switch to British Gas, residing in a property with two electric meters and two gas meters, resulting in four readings to input. However, the form only caters to two meters. After hours of attempting to reach British Gas for assistance, I have faced extreme difficulty due to ongoing technical issues on their website. This has left me considering canceling the switch altogether as I am concerned about the lack of support I am experiencing now. I worry about what it will be like when I encounter actual problems. - Dave

Hello, I am facing an issue with a Gas card sent to Flat 2, Rosa Court, 36a Waterloo Street, Hove BN3 1AY. Upon topping up the card with £40 to clear a £32 debt, I encountered a problem with the Gas meter. After following the usual procedure, I discovered the card was wet upon removal. It seems the meter may need to be replaced. Additionally, I appear to have lost the £40 credit. Any guidance would be appreciated.

I recently received an email in regards to the complaint I made about the monitor for the smart meter at my property. British Gas has informed us that the monitor is necessary, but it's currently not working correctly. I understand the priority given to elderly or vulnerable customers. However, if the monitor is not functioning, I'm unsure how the next month's meter reading will be obtained. I am not familiar with how to read the new meter as I was not given instructions during the installation. I have disconnected the monitor due to it being faulty and will not reconnect it until this matter is resolved. Thank you, Pat W.

Hello, I am Elaine Nelson. I still have an outstanding balance of £[redacted].33 on a gas account linked to 75 Newbury Avenue, EN3 6EE, which has been closed since I no longer live there. I used to pay £30.00 monthly, but due to losing my job during the pandemic, I am struggling financially. Thomas from your team suggested I reach out to the Final Debt Team via web chat, but I cannot find that option on the British Gas website. I am concerned about this impacting my credit history again. Could someone please contact me at [redacted]5 before 13:30 or after 14:30, or email me at [redacted]? This is a difficult time for me, and I appreciate your assistance.

Three days ago, I called to request credit for my gas card and electric key. I was approved and have received both items. The £50 credit was applied to the gas card. However, before the new electric key with £50 credit arrived, someone added £15 to my old electric key. Due to my health condition of emphysema and being in a vulnerable category, I have been in isolation for nearly three weeks as a precaution. I recently used the new key after topping up £15, but the emergency credit did not display. I am concerned whether the £50 credit will appear on my meter once the £15 runs out. Dealing with severe depression and anxiety, I am seeking clarification and assistance regarding the electric credit on my new key. As I do not have anyone to help me with top-ups, it's crucial for me to understand this situation. Thank you for your help. Sincerely, A. Byers.

I need urgent assistance to resolve an issue regarding a potential past bill with British Gas. Even though I am no longer a customer, I received an email demanding payment of £18.41 within two days or face further charges and collection visits for over £[redacted]. Despite my accounts showing a zero balance and me paying the £7.66 owed, I am unable to reach a live person on the phone and only encounter automated messages. The other contact numbers do not work either. I suspect the email demanding £18.41 is suspicious as I couldn't complete the payment online despite multiple attempts. I believe I owe nothing more, and I am awaiting a refund that should have been processed within 72 hours, but it has been six working days. I urgently need to resolve this matter and speak to someone promptly. Thank you.

I required electricity due to my disabilities, including a heart condition and a virus. I reached out for emergency help last Friday, but was provided with incorrect payment numbers that required £50. Living alone and unable to get assistance, I was relieved to receive help from a kind gentleman who paid £50 on my behalf and assured me I wouldn't have to repay it. It's unfortunate that the initial assistance I received was not helpful. The kind gentleman who helped me was from a local Football Club.

Hello, I have been a loyal customer of British Gas for many years and have never switched suppliers. Unfortunately, due to the Coronavirus Pandemic, I was furloughed by my company yesterday, reducing my monthly wage from £[redacted] to 80%. Living with us is a vulnerable adult for whom my wife is the carer. Typically, he would attend day services provided by local adult care, which are now closed. This individual has had two recent pneumonia operations, requiring a constant and warm home environment for his health and daily needs. I am reaching out to British Gas to inquire if there are any discounts available, as I understand the government has been in contact with energy suppliers to assist during the lockdown period for households with vulnerable individuals like ours. Thank you, Kev, NHS Assistant Carer

I am a 73-year-old woman and recently faced a distressing situation with a gas bill. I have always been diligent about my finances and was shocked to receive a threat from a debt collector for a bill I never received. This has deeply upset me. After some confusion with the mail going to the wrong address, a kind man delivered a notice from British Gas to me. I am struggling to handle this situation as I cannot reach anyone over the phone due to the limited service for emergencies only. The individual I usually contact has not been helpful in resolving this issue caused by the company. I hope to find a resolution soon.

I have recently become aware that there is an attempt to switch my energy provider to your company from Scottish Power. I have never initiated this switch and am perplexed by the situation. I have made several unsuccessful attempts to contact your customer service via phone without any success due to the automated system not recognizing my query. At the age of 75, my current state of health requires me to be in isolation, which makes this situation even more distressing and detrimental to my well-being. I am deeply concerned about the possibility of being left without gas supply. I want to clarify that I have not consented to changing my energy supplier and kindly request that any instructions to do so be revoked, and my service returned to Scottish Power. Jacqui W. 2A Stannard Well Lane Horbury Wakefield WF4 6BW