British Gas Customer Service Issues

I moved into a new house a year ago, but I have yet to receive any gas or electricity bills. I was expecting to receive an annual bill by now, but nothing has arrived. My house was the last one sold in the Estate, and we were unable to inquire about the gas and electricity provider since the sales office had closed. I have a Smart Meter with Serial Number Z18Q276628 and a British Gas Energy Monitor, giving me the impression that British Gas may be the supplier. I have been receiving quarterly bills for water and drainage, so it seems odd not to receive any for gas and electricity. I reside at: 30 Hamble Rise Swanmore Southampton SO32 2FS. Could you please confirm if British Gas is my provider and send me a bill for payment? Thank you. -John B.

Subject: Regarding Flats 7 & 43 Streatfeild House, Southview Drive, Uckfield, TN22 1UP I am contacting you to update the supplier information received from MBX for the following properties: MSN: AXO7X155672 Meter Reading: [redacted].5 Date of Reading: 11.03.20 MSN: S09B04133 Meter Reading: [redacted].58 Date of Reading: 11.03.20 Kindly create an account, revise the invoice, and update the correspondence address to: Wealden District Council Vicarage Lane Hailsham BN27 2AX Please be aware that the building's demolition plans were put on hold in [redacted] due to COVID-19. For any communications, feel free to contact me via email. Debbi Thomas | Housing Income Assistant Housing & Property Services, Wealden District Council Phone: 01[redacted]73 [redacted] Council Offices | Vicarage Lane | Hailsham | East Sussex | BN27 2AX Kindly note that all staff are working remotely until further notice, and email communication is preferred during this time. Thank you.

Regarding Home Care Account Number:- [redacted]95 I recently contacted customer service on behalf of my deaf partner to discuss the increased renewal cost for our home care cover. I was assured by the representative I spoke with that they could lower the amount, and they promised to send confirmation to both my email and my partner's address. However, we have not yet received this confirmation despite multiple follow-ups. When my partner called, they were informed that it would take 7-10 days to receive the confirmation, contradictory to what was initially stated. We are confused as to why there has been a delay and miscommunication regarding this matter.

My account number is [redacted]97. I changed my direct debit amount by phone with you on 11/02/[redacted] to £[redacted] per month. Since then, there has been total confusion. On 01/03/[redacted], I received an email stating that I was leaving your company for a new supplier, Tonik Energy. I want to clarify that I have never heard of this firm and did not request to switch to them. I've tried to contact you several times but was unable to reach you due to the virus situation. The switch was still carried out, and I was charged £60 in total for leaving early. I have since opened a new account with you and switched back as I did not intend to leave initially. I request a reimbursement of the £60 to my account and for my smart meters installed last November, gas meter no [redacted], and electric meter no [redacted][redacted], to be working as before. I have sent my meter readings as requested for the new account but have not received confirmation. I have contacted Tonik for details on the unauthorized switch and have submitted a complaint dated 11/04/[redacted]. I am 71 years old, my wife is 70, and I am dealing with health issues. I've faced bills and penalties and worried about being cut off. Please assist me in resolving this. Thank you. Michael Vile, 5 Walnut Buildings, Radstock, Bath, BA3 3JL. Phone: [redacted].

The switch on my hot water is stuck, leaving it permanently on, which is a recurring issue that has required an engineer's intervention in the past. I'm concerned about the safety implications of the water getting excessively hot. While not urgent, it's a situation I'd like guidance on. My internet connectivity is currently down due to problems with my Broadband provider, so I'm also worried that restarting the boiler might affect my Hive connection.

I recently received an email from British Gas claiming I owe them money and provided a reference number [redacted]. The email states I owe £18.41 and threatens to charge me £[redacted].00 if I don't respond within 2 days. It also mentions a charge of £[redacted] for a property visit if needed. I reside in a rental flat with a gas meter. I checked the contact details in the email and encountered a red warning message. I'm concerned if this email is legitimate. Thank you.

I've been attempting to notify you about a property I sold. I initially tried to provide my address and meter readings on 25/10/19 via live chat but faced issues. I've now sold the property located at 62A Charles Street, Greenhithe, Kent DA9 9AQ to Mr. K Clarke on 12/5/20. The final readings are electric [redacted] and gas [redacted], recorded when the property was empty since 15/8/19. I was informed there would be no charges if no utilities were used. The chat operator I spoke with was ABHIJEET. My name is Graham Rann, and I reside at Llamedos, London Road West Kingsdown, Kent TN15 6ER. My phone number is [redacted]1. The account number billed is [redacted]86. The new owner, Mr. K Clarke, needs to be noted as the purchaser. I believe I have no outstanding payments according to our chat conversation where I was advised to disregard bills addressed to "the occupier."

We are valued customers with Electricity Customer Reference Number [redacted]43. Although we managed to input our meter readings on 16 May through extensive efforts on the web chat, these readings have not been reflected in our bill yet. Despite raising the issue to British Gas (BG) and even receiving assurance from one of their staff members that the bill would be recalculated and sent to us, we were disappointed to only receive a paper copy of a bill dated 2 April [redacted]. We are reaching out for assistance. Thank you. - MT&EC Heydeman

We recently moved to our new home on February 21st, where Scottish Power became our energy provider. Despite switching to Scottish Power and paying our bills through direct debit, British Gas mistakenly sent us a bill on May 22nd for over $[redacted], which seems unusually high. After contacting British Gas through their chat facility and providing all necessary details including meter readings, they assured me the bill was canceled. However, upon checking online today, the bill is still showing. I would appreciate it if this issue could be resolved promptly to my satisfaction.

I am seeking information about qualifying for the Warm Home Discount for [redacted]/21. I have previously received it automatically, but now that I no longer receive Pension Credit, I understand that I need to apply. My household income is below £16,[redacted] annually. I am registered as partially sighted. I am also 83 years old, meeting the age requirement, but I am unsure if being a pensioner (which I am) is a condition for eligibility. Thank you for your assistance. If this is not the appropriate platform for this inquiry, please advise. You can reach me at [redacted] or [redacted]1. Thank you.

I have a yearly boiler service contract with your company, but I have not received a service in the last three years. The latest missed appointment was scheduled for today, June 12th, although I had just booked it earlier this week with a confirmed text. The engineer did not show up, and I haven't received any communication about this issue. I have tried to contact you through various ways, including live chat, but have been unable to get in touch. I am hesitant to schedule another appointment due to my previous experiences of waiting all day for nothing. I would like to speak to someone or correspond via email to arrange a new service date and receive assurance that it will be completed. Additionally, I believe it would be fair to discuss a refund for the services not provided over the past three years. Thank you.

I am seeking assistance regarding the home care service linked to account number [redacted]71. My mother-in-law has been a subscriber to this service, having her gas boiler serviced annually by your company. However, to our knowledge, no documentation has been signed since [redacted]. Mrs. Howard, at the age of 94, is transitioning to live with us due to safety concerns living alone. Her property is being sold, and the buyers require the boiler service records. Despite regular payments of over £65.54 each month, the absence of proper documentation is disappointing. I kindly request urgent attention to rectify this situation promptly.

Dear British Gas, I tried using your Chat this morning, but the system abruptly ended the conversation three times in a row. This is not a good customer service experience. I am reaching out to you via email in hopes of a quick and helpful response. Regarding my issue with the Hive system installed by British Gas last year, an engineer appointment scheduled for March was canceled due to lockdown, and a subsequent appointment in July was also canceled. I received an email from Hive acknowledging the problem and mentioning a rescheduled appointment on 01/06/20. Since then, I have not received any further updates and am concerned about the approaching autumn season. I am unsure whether to contact Hive directly or go through British Gas, the installer of Hive. Despite paying my installments regularly, I haven't been able to use the system for months. Could you please schedule an engineer to fix this issue? Best regards, Jaimie C.

I am confused by the recent experience with my new British Gas account. When I called yesterday to provide meter readings for my smart meter, the call quality was poor due to technical issues on their end. Although I gave both gas and electricity readings yesterday, I received a text this morning requesting the electricity reading separately. This puzzled me as I believed I had signed up for dual fuel service, and I wonder why the readings aren't being taken directly from my smart meter which is now operational. Upon selecting British Gas via a comparison site for the competitive pricing, I was surprised to find no information provided about the direct debit amount. After logging into my online account, I discovered that the proposed £42.50 total debit is higher than the £35 per month I was paying with Eon, where I remained in credit. The limited phone availability between 9 am and 5 pm for customer support is inconvenient, especially for older customers like me who prefer discussing matters over the phone.

I would like to file a complaint regarding the service provided during a visit on August 4, [redacted]. The appointment reference number is [redacted]. My name is A. Baxter, residing at 1A Greenland Road, Milton, Weston-super-Mare. BS22 8JP. We experienced intermittent hot water and requested a technician to inspect. The engineer suggested flushing our boiler, not included in our 3 Star cover. He recommended possible costly solutions without confirming the issue. After seeking another plumber's help, the problem was fixed promptly, indicating the previous diagnosis was incorrect. We are displeased with the service and have decided to terminate our contract.

I have been informed that there is an objection to transferring the gas supply to Octopus Energy at the property I recently purchased located at Palm House, Rear of 40 Sedlescombe Road South, St. Leonard's on Sea, East Sussex, TN38 0TB. I am puzzled by this as I have never been your customer before, and the previous energy supply arrangement is not related to me. The previous owner, Ms. Amanda Wray, had prepayment meters installed, which I have requested Octopus to replace with smart meters. Kindly reconsider your objection and address any concerns about the supply before 19.8.20 with Ms. Amanda Wray. Thank you. -Jennifer Bell

Good afternoon, I am reaching out on behalf of my elderly mother who has been wrongly charged for an annual service despite having a Homecare account. Her membership number is [redacted]35. The service was booked by her granddaughter over the phone, and it took place around 10th August. She normally pays for the Homecare service monthly and received a renewal letter in May [redacted]. I have not been able to reach anyone over the phone, and I urgently need this matter resolved. I can be contacted via email, and I also have Power of Attorney for my mother.

I have HomeCare 4 coverage with British Gas under No: [redacted]43. We had a British Gas engineer scheduled to fix our hot water issue on Friday, September 4th (Reference No: [redacted]). He missed the appointment and came the next day instead, stating that the problem was with the pipes and not covered by our insurance. He mentioned a power flush was needed, which he said wasn't part of our coverage. However, a private heating engineer discovered a system airlock was the actual issue and fixed it for £90. We have an invoice for this work. Since this was missed by the British Gas engineer and is covered by our HomeCare 4 insurance policy, I need guidance on how to reclaim the £90.

My meter reading is unusually high. Two years ago, British Gas mistakenly closed my account during the transition to e-on. There are two converted flats at the property, causing confusion with account details. Recently, my upstairs neighbors opened an account with British Gas, experiencing mix-up issues that they are trying to resolve. When I provided my electricity meter reading, the system indicated an unusually high reading, despite lower consumption with only one person living in the property for a month. It seems like there may be an account mix-up where I'm being billed for both flats. This issue needs to be investigated further.

I am trying to clarify the issue with my recent meter reading as it seems to be incorrect. I was directed to a webpage on your site that displayed a meter image, which I found unhelpful. I may have misinterpreted the reading and submitted what I believe is correct - [redacted]2 - but I lack confidence in its accuracy. I aim to avoid accumulating debt, especially since my initial bill was significantly lower than expected at £11.00. Shouldn't smart meters automatically provide this data? Is there a guide illustrating the meter display sequence to ensure precise readings? My Secure meter was easy to read with Ovo before. Despite a helpful online chat agent promising to address my billing concerns, the link provided for meter readings was the same unhelpful image. Contacting British Gas has been frustrating as the numbers lead me back to the website. I sought assistance due to an alarming £[redacted]+ email bill, which was corrected to £[redacted].46 during the chat. How was this figure calculated accurately if my reading was inaccurate? I hope you can verify the meter reading I submitted today. Thank you.