British Gas Customer Service Issues

We've been facing an ongoing issue with our boiler's performance. We contacted your service in June [redacted], but the problem persisted. The boiler kept losing pressure daily despite temporary fixes. When cold water started coming from the hot water taps, we requested assistance once more. While a quick fix was attempted, the problem continued. It took multiple visits to finally diagnose the issue and replace a part, but it was initially sent to the wrong person. After three consecutive days of waiting, the engineer arrived and successfully repaired the boiler, improving its efficiency. This issue should have been resolved during the first visit in June [redacted]. Due to the repeated call-outs, excess gas usage, and the problem not being fixed initially, we believe the recent call-out fee should be waived, and a refund of the June [redacted] call-out fee refunded as a goodwill gesture. The most recent engineer did a great job, unlike the previous ones who left the problem unresolved, causing us additional expenses.

Customer Reference: [redacted]9 Boiler installation on October 7-9, [redacted] at address PR6 9EW. The boiler replacement involved relocating from an old back boiler. Despite the challenging task due to the house's age, the engineers managed to handle it professionally, causing minimal disruption. They swiftly resolved any issues that arose, showing expertise and efficiency. Throughout the process, the engineers, Andy Owens and Carl Gillett, maintained friendliness and politeness, ensuring a positive experience. Norma and Peter Cleworth are extremely pleased with the final outcome and appreciate the excellent service provided.

I have two issues to address regarding my accounts. Firstly, concerning account number [redacted]59 under the name of Mark Wei, a former tenant at 14 Baskerville Road, Sonning Common, RG4 9LS. Mr. Wei disappeared before a police raid on 24.7.[redacted] and bills for him are being sent to my address at Avebury Coach House, 24 Milldown Ave, Goring RG8 0AS. Please cease sending his bills to me as I am not responsible for his bills, and I recommend contacting the police for information. Reference URN [redacted] from 24.7.[redacted] is relevant. Secondly, I assumed responsibility for account number [redacted]55 from 24.7.[redacted] under the name of Mr. DJ Hulbert. British Gas disconnected the supply on 24.7.[redacted] at the police's request, reconnecting it on 15 March [redacted]. However, I noticed a Standing Charge on the recent bill for the period when the supply was disconnected. Please rectify this and send an amended bill to my address on file for the account. Thank you.

I would like to cancel my HomeCare cover. It states that my HomeCare cover will automatically renew for £[redacted].00, whereas I originally paid £0.00 as it was included in my new tariff. I have attempted to contact customer service numerous times, only to be transferred and eventually disconnected or informed that the lines are closed. While I tried to cancel through my online account, it requires a phone call to complete the process. Unsure of the costs incurred from these attempts due to the non-free [redacted] numbers, I am concerned about the automatic renewal via direct debit if not cancelled promptly. I am frustrated by the lack of progress from my calls. Please, could you promptly cancel my HomeCare cover? My name is Brenda K. and my HomeCare number is [redacted].

I have been requested to schedule an annual service appointment as part of a Homecare agreement. Despite entering all the details from the letter, your website does not seem to recognize the provided information. I am not willing to spend what feels like a lifetime on the phone waiting to speak with a real person, as my previous record wait lasted for multiple hours. You can reach me at [redacted] or 07[redacted]47 to finalize the arrangements. The booking reference is [redacted], and the Agreement reference is [redacted]56. The service address is Lower Higham Visitor Centre, Higham Lan, Gee Cross, Hyde, Ches SK14 5LR. The account holder is Hyde War Memorial Trust - Registered Charity [redacted], under the name of Mr F J Gradwell, the Trust chair, at Greenside Farm No4, Mottram Old Road, Hyde, Ches, SK14 3AL. I am willing to make reasonable adjustments for your scheduling needs, but any excessive delays or rescheduling will incur additional charges.

We are experiencing issues with our gas account and Homecare cover provided by British Gas. Despite having this cover for 4 years, we have faced continuous letdowns, especially when my husband, a vulnerable individual, had a boiler problem. After long wait times, we finally secured an appointment with an agent. However, the engineer's cancellation on the day of service left us without heating for days. Frustrated, we sought help from a local gas engineer and subsequently canceled our account. Despite paying close to £30 per month, British Gas claims we owe £[redacted] due to alleged unpaid premiums. Attempts to contact them today were unsuccessful. We question the value of Homecare given the poor service received. The local engineer fixed the boiler promptly, highlighting discrepancies from the previous service. We seek a resolution and clarification on the charges. Contacting British Gas has proven to be a challenging task, fueling doubts about their reliability.

I had a scheduled annual boiler service appointment today, Saturday, Oct 31, between 10 am and 2 pm. Unfortunately, I have not received any updates regarding the arrival of the service technician. My Homecare number is [redacted]. I attempted to contact support via live chat, but it seems there was an issue with my email address validation. Contacting 0[redacted] has been challenging as well, and I believe I might have a rescheduled appointment for January 12 between 12 pm and 6 pm. I am uncertain about this new date and time, as the waiting period seems excessively long. I am looking to inquire about this and express my concerns. Any assistance on reaching the support team for clarification would be appreciated.

I have been reaching out to British Gas through their chat line multiple times this past week. Unfortunately, I am encountering an issue where I am unable to access my account on the website. Every time I enter my password, I receive a message stating, "technical fault please enter your password." Despite following the advice from the chat line to change my password a couple of times, I am still facing the same error. I would appreciate it if you could assist me in resolving this matter. Reference No:[redacted]79 -Robert J.

I signed up for a tariff on November 7, [redacted], which included a year of free breakdown cover. When I spoke with customer service yesterday to book an engineer, I was told that the cover had not started because another one was still active. This was a bit confusing. The representative explained that even if the cover had started, it would have expired at the beginning of November since covers start about a week before. Despite yesterday being November 8, the delay was due to technical issues on your site on November 7 preventing me from booking an engineer. Additionally, I received a letter in May stating I purchased a full HomeCare Four pack on February 28, with the understanding it was being paid by direct debit. Yesterday, I was told no payment had been taken, which was surprising as I thought I was covered. I had to buy cover yesterday costing £[redacted].40, which only protects me until February. Essentially, I paid for cover from February to November for a service I never used but assumed I was covered for. I hope this can be investigated thoroughly and clarified. Thank you. Regards, A. Heale, Ref [redacted]53.

I recently received my anniversary bills and would like to request that my monthly direct debits remain unchanged. Additionally, I am seeking a refund for the credit on my gas account, [redacted], and my electric account, [redacted]. With the upcoming winter season, I anticipate using more fuel since I will be staying indoors more frequently. The refund would come in handy for Christmas expenses. I have a habit of starting each year with a clean slate and hope to continue this practice. I would greatly appreciate your assistance in processing these requests. Thank you in advance for your help.

My Ebico energy account for my vacant property has been transferred to British Gas. Even though the gas and electricity are turned off and the meters read zero for months, I received a final bill from Ebico with an estimated gas reading, charging me for usage I didn't have. Despite providing the correct meter readings multiple times, Ebico still hasn't rectified the situation. British Gas wants Ebico to adjust the readings, but Ebico insists on their confirmation. The property will be handed over with the correct gas reading to the new owners soon. I'd appreciate any help in resolving this issue as I've tried to contact Ebico and British Gas multiple times to no avail. The responses from Ebico indicate they can't make changes until British Gas confirms the readings. Your assistance in resolving this matter would be greatly appreciated. Regards, Paul W.

I have been a long-time customer of your Home Care service. Recently, a contracted engineer serviced my boiler and discovered severe corrosion upon inspecting it. The boiler, installed in [redacted] and regularly serviced by your company, had no mention of corrosion in previous service reports. Despite an error message in April, a British Gas Engineer found no issues. Now, the visible water leakage has worsened, indicating a long-standing problem. Photos of the corrosion have been shared with your company, raising concerns about the thoroughness of past inspections. I urge you to address this leak and assess the extensive corrosion promptly to prevent further damage. If it is confirmed that previous inspections did not involve removing the boiler cover, causing this recent issue, I will be disappointed in the service and expect appropriate action to rectify the damage caused by the corrosion.

I received a letter from Afvantis on November 6, [redacted], regarding my outstanding balance of £50. I promptly emailed them on the same day, informing them that I would be able to pay the full amount in the first week of December. Unfortunately, I did not receive a reply. Today, when I called, I was informed that my account had been closed and returned to you. I have been attempting to make the payment through the website without success, as I am unable to call due to insufficient credit. I am eager to settle this debt as soon as possible to avoid any further escalation. Thank you, Samantha Morris.

I recently received my electricity statement and noticed that my direct debit amount has increased to £57.28 per month. I reside alone in a 2-bedroom flat and work full-time during the day. Despite resetting my smart meter, it constantly shows a red triangle with an exclamation mark. I would appreciate a detailed breakdown of how my payments have reached this amount and consider upgrading my smart meter, as it is one of the early installations. I urgently need a response as I am unable to afford this monthly payment. Thank you.

Yesterday, I called your number and after being on hold for 36 minutes, the call got disconnected. Today, when I finally spoke to a woman, she cut me off after 5 minutes of providing details. Your app is not working properly. I have sent messages that have been left unanswered. This level of service is unacceptable for a company of your size. I always believed you aimed to have as many satisfied customers as possible. Please address these issues promptly, or I will have to consider taking my business, which I have held for many years, to a more competent company that can efficiently assist me.

My mother is moving to a sheltered house completely, and I believe British Gas is the supplier. I have tried numerous numbers to contact them without success, and the service is disgraceful. I need to set up her account. There are smart meters in place, so it shouldn't be too difficult if you can take the time to assist a new elderly customer. The address is 78 Alberta Avenue, East Kilbride, G75 8AN. My contact number is [redacted]87. My name is Matthew McCabe.

Hello, I recently received an email requesting payment. We have not used your electricity service for approximately three years, so we will not be making any payments. If you would like to discuss this further, please contact me at 01[redacted]13. Thank you, Mrs L J Dallimore 4 Hobland Barns Bradwell, Gt Yarmouth Please verify this with the National Database, our Reference No is Z10SX15191. I will escalate this matter to the Ombudsman if not resolved. You should investigate the history of complaints and the refund issued by a higher authority before contacting me again. We have switched to Outfox the market and now with Octopus Energy after the issues we faced with your company.

I just returned home to find that British Gas has installed smart meters for my electricity and gas while I was away. I recently topped up my electric and received a number from an operator to enter into the meter for a £30 credit two weeks ago. Now that I have returned home, I have added £30 to my gas smart meter, but I am unsure where to find the number to input into the gas meter to activate the credit. Their offices are closed on Saturdays, and they are open Monday to Friday from 9 am to 6 pm. It's quite cold, and I need this resolved. I received three gas cards and two electric cards in the mail, but despite entering all the numbers, the meters are still not working. I'm puzzled as to why I have three gas cards and two electric cards.

I resided at a property on Sale Road and contacted you multiple times concerning unusually high meter readings for a single occupant. I requested assistance in verifying the meters, but you insisted on charging me for this service. Consequently, I received a bill of [redacted].60 due to the excessive charges. Although I have vacated the property, I am struggling to settle this substantial amount. Despite numerous attempts to contact you, it seems the customer service line is overwhelmed and unavailable. As a solitary person with disabilities, I kindly request your cooperation in resolving this issue and arranging a manageable payment plan. Your assistance in this matter is greatly appreciated. Thank you for your support. - Julie D.

After missing two appointments with a British Gas engineer last week, Ben, a British Gas contractor from Southwold, finally came to address a worrying noise coming from our boiler. He identified a damaged part in the central heating system located in the roof cupboard as the source of the noise. Ben acknowledged our vulnerability and scheduled to return today, Tuesday 8 Dec between 8am and 1pm to supply and replace the part and provide a crucial carbon monoxide detector. Disappointingly, Ben has not arrived as planned, leaving us without the necessary central heating component and safety device. We kindly request assistance in rescheduling to complete the unfinished job. Despite the pleasant demeanor of British Gas staff, like Shirley whom I briefly spoke to before being disconnected, there seems to be an issue with the admin process. We hope for a prompt resolution to uphold British Gas' positive reputation. Gratefully, R. Webber