British Gas Customer Service Issues

I need to cancel my British Gas account with the customer reference [redacted]86. I was told on the helpline that I need to provide a meter reading to close the account, but the gas hasn't been used, and the reading is [redacted]. I've switched to all-electric power now and think the account has a credit balance. Can I get a refund for any overpayment? The property address is 11 Victoria Gardens Hull HU5 3ED. Thank you, A.S.

I intended to switch my gas and electricity provider, and British Gas offered me £[redacted] to stay with them. They agreed to credit this to my smart meter by 05/12/[redacted]. Despite receiving an email confirmation, the credit has not been applied. After contacting customer service on 07/12/[redacted], they assured me it would be resolved and a follow-up call would be made. However, I have not received any updates and remain unsure of the situation. I am seeking to speak directly with a representative to resolve this matter promptly.

I've been trying to contact British Gas for the past two days, spending up to 40 minutes on hold only to be redirected to the wrong department. Sometimes when the call is finally answered, no one speaks, and after providing my date of birth, the call is abruptly ended because I'm not considered vulnerable. Aren't vulnerable customers supposed to include pensioners? Despite being told the wait time is 7 minutes, I end up waiting for 30 minutes or more. Additionally, when I asked to make a complaint, the agent promptly ended the call. British Gas, while quick to take my money, disappoints with their call service. I am considering changing providers, and I am frustrated with the time and money spent on these unsuccessful calls, which I will be addressing with British Gas.

I have a prepayment meter, and ever since a power outage in my area a few months ago, my meter display has not been working. I have electricity but a blank screen. Despite contacting British Gas during the lockdown and post-Covid illness, no one could visit due to restrictions. With lockdown restrictions eased now, I have tried calling but get disconnected after waiting in line. My interactions with customer service have been unhelpful. I urgently request a call back at [redacted]0.

I paid my most recent quarterly bill in October. However, for the past three weeks, I have been consistently receiving demands for payment without a meter reading. My next bill should not be due until January. Despite my attempts to contact the company, I keep getting disconnected when I call. I even sent a letter via recorded delivery to head office, but I have not received any response. This situation is causing me unnecessary stress. I am a 74-year-old woman in poor health by the name of S. Colligan, with the account number [redacted]62.

I am currently not in the UK and have been away since October due to the pandemic. My return is now likely to be at the end of January, leaving my house unoccupied. British Gas keeps emailing me to increase payments, which is inaccurate. I have tried calling and using the online chat service with no success. How can I inform British Gas about my situation?

I did not request a smart meter, so I am confused as to why one was sent. I have received permission from my housing association, Places for People, for British Gas to raise our gas meter from ground level to a more accessible height. This is necessary as both my wife and I have health issues that make bending down difficult. My wife struggles due to musculoskeletal issues and early stages of multiple sclerosis, and I am her caregiver, dealing with severe back problems. I hope this request is being processed promptly so we can continue to top up our meter. We have been loyal customers of British Gas since [redacted].

Hello, I signed up for a payment plan five months ago that required direct debit for a specific amount for gas and electricity, which was £58.80. On 20th July, I received a letter stating that a new payment plan was in effect, but nothing changed, and I am still being charged the same amount. I was on the verge of switching to another provider with a better rate when your assistant offered me a new deal, but unfortunately, nothing has changed, and I am still being charged incorrectly. I have tried calling, but all the lines are constantly busy. Please review the call history associated with my customer number [redacted]89. I would appreciate your prompt attention to this matter. Best, Natalia L.

Hello, a few months ago, I was offered a payment plan including direct debit for gas and electricity. However, on July 15th, I received a letter about a new payment plan but nothing has changed. I am still being charged the same amount. I was considering leaving for a competitor with a better rate, but your assistant persuaded me to stay with a new offer. Despite that, nothing has been updated in my payments. I have been trying to reach out via phone, but all lines are constantly busy. My customer number is [redacted]. Regards, NL at 36 Newton Road, Uxbridge, UB9 4BE.

I've been attempting to get in touch with you, but I can't find a chat line or an email contact. Please get in touch with me at [redacted] [redacted] [redacted] or email me at [redacted] I recently became a customer with you for my utilities in May, and you included free HomeCare. Can you confirm if this covers a complimentary boiler service? If not, please let me know the cost for a boiler service. Thank you for your assistance.

My elderly mother, aged 90, diligently pays all her bills promptly. Unfortunately, she has not received this month's bill from British Gas. Despite her patience and concern, she is now being threatened with debt collectors. It is distressing to see her upset over a bill she never received. British Gas, please organize your services better. I am frustrated waiting on the phone for half an hour trying to resolve this issue. She genuinely has no outstanding bill to settle.

Thank you for confirming my appointment. I was told I would receive £40.00 as compensation for the inconvenience caused by the cancellation of my smart meter installation appointment on 15th December. The team member mentioned that the compensation would be automatically loaded onto my electric key when I topped up. I did top up today, but unfortunately, the £40.00 compensation was not added to my key as expected. Could you please ensure that the compensation is added to my electric account as promised? For further assistance, kindly email me at [redacted] or reach me at [redacted]0. Best regards, Mrs. Olet

I have a monthly smart meter tariff with British Gas for both gas and electric at the moment. On my property, there is an outbuilding that receives electricity from the house's consumer unit through an underground SWA cable. The power is then connected to a consumer unit in the outbuilding. I am wondering if it's possible to have a pay as you go meter installed in the outbuilding. Could you please advise on the installation process and associated costs?

Yesterday morning on Thursday, December 17th, an engineer unexpectedly arrived at my home on 20 Gloucester Road PE91LH to address my gas smart meter installation. However, I had previously booked this appointment over the phone and finalized payment details on December 4th at around [redacted] hrs. The engineer arrived assuming he was there to correct my current meter without realizing the request for a new meter. Upon checking, he discovered that my account was inactive, leading to the inability to proceed with the installation. Following his guidance and with assistance from British Gas, my account is now active again. I am urgently requesting a new appointment for the meter installation as I currently have no heating access in Stamford. I have recorded the Sales order number [redacted] from a recent webchat, and I'm also seeking compensation from British Gas for the inconvenience once the installation is complete. Thank you, Tony.

I recently had a smart meter installed on the 16th. The electric meter was successfully fitted, but there were connectivity issues with the gas meter. They plan to return on the 20th of January to install the gas meter. However, since the electric meter was changed, my shower is no longer working. The showers have their own isolated switch separate from the mains, and I suspect something changed during the meter installation. I am unsure how to resolve this issue and would appreciate assistance. I kindly request for someone to come out and fix this as soon as possible.

I am facing an issue with the electricity service transfer from Eon to British Gas. The gas account transfer was successful, but the electricity transfer has not gone through. Eon has informed me that they did not receive any request from British Gas for the electricity transfer. The correct Property Reference Number for the electricity at my property is 20 0[redacted] [redacted], not 20 0[redacted] [redacted]. This incorrect reference number has caused issues with previous transfers. I have requested Eon to transfer the electricity account to British Gas, but they require the request to come directly from British Gas. I urgently need British Gas to request the transfer using the correct Property Reference Number for the electricity account. This is essential for me as I opted for a dual fuel tariff and want both fuels to be synchronized. Please acknowledge the receipt of this request and inform me of the timeline for the transfer process.

Today, Eric came to repair my broken cistern early in the morning. He mentioned that your company does bath refurbishments as well, and said he would note it in his report. I'm interested in getting an estimate for refurbishing my bathroom. Please provide this information soon. Thank you. Regards, S.

My boiler's fan started making a terrible noise and eventually stopped working. The engineer from British Gas HomeCare suggested using WD40 for lubrication, which worried me because it evaporates near heat. The engineer was rushed and left quickly, simply noting that the fan was lubricated. Now, the boiler keeps failing and needs constant restarting and banging. Another engineer is due today, but I fear they will just lubricate the fan again instead of replacing the worn bearings. It's frustrating to pay for HomeCare and be left with an unreliable boiler, especially during winter and the pandemic. Trying to contact a human through the phone line or app was a frustrating loop, it felt impossible to get help. I worry about elderly customers facing the same issues with your customer service.

I have been experiencing issues with my smart meter for a week now. Despite following the online chat's advice to reset it by turning it off for two hours, it still displays an error message stating it cannot connect to the network. Contacting customer service has been a challenge as I have been unable to speak to a real person to resolve the problem. British Gas, my provider for over 40 years, has disappointed me once again. Despite being aware of the limitations due to COVID-19, it would have been helpful to receive some assistance given our age. This is my final attempt to seek help with this matter.

I called today on behalf of my father, who has been making payments towards a gas meter debt at his property for months, even though the account is not in his name. He has resided at the property for over 21 years and faced hardships like having his gas cut off due to inability to pay a debt that likely isn't even his. He is a vulnerable individual dealing with PTSD, anxiety, depression, and the aftermath of a stroke he had two years ago. He is struggling to keep warm, resorting to wearing multiple layers to bed because of the cold conditions in his home. Urgent assistance is needed to address this situation promptly.