Jump to content


British Gas - Mis-sold? and Poor Cust Service


Recommended Posts

Morning All,

 

Hope everyone is well and staying safe. I Find myself in an issue with British Gas and with offering me something and then doing something different. The customer service has been none existent with people palming me off advising I need to wait another 10 days, to being cut off phone calls whilst on hold, to just being left on the phone whilst the individual talks to someone else!

 

So the issue/story is, I was on a fixed deal that finished the end of July 2021, Its now the first week of August and I'm shopping around for a suitable deal knowing full well that the price increase will be coming in October. I had a few chats with BG live chat over the past few days asking for my MPAN/MPRN and running various comparison websites. On approx the 6th August I went back on live chat for my MPAN/MPRN as I had misplaced. During the conversation I explained I would have stayed with BG had they not been one of the dearer providers on comparison sites and via their own site. Out of the blue the person on live chat said they could offer me my existing fixed deal for another year at the same rates. Naturally this peaked my interest and I double checked everything with them. I confirmed the Unit Rates and Standing Charge. They confirmed that this would all be the same, except the numbers after the decimal might change slightly - I'm not sure why but that's that she said. So I eagerly agreed and before she left the chat again I confirmed the rates and the package.

 

A couple of days later (approx. 10th) I received an email to advise my package had changed, After logging in the account I saw the package name wasn't as expected so I went in to check the rates. The amounts were considerably more, some being almost double. I went back on live chat to find out what had happened, and at first the individual said that Its the package I chose. After explaining what had been agreed they checked the notes and saw the agreement and said that it was fine and it was still going through which could take another 10 working days. 5 Days later the package changed again, still not to what was agreed and back on live chat I went. They said that they couldn't match the same name as the package didn't exist now,  but someone else would manually be editing the rates in this package to reflect my old one, and this could take another 10 days. Again I left it and waited to see what update happened.

 

on 6th September I decided to contact live chat again to see what was happening with it, as it was a month since we agreed. The person on live chat basically said, the package doesn't exist so they cannot give me what I'm asking. He then realised after my explaining further that I wasn't here asking for a tariff now, and that one had been offered to me and accepted and the particulars of the tariff on my account at the moment had not been changed to the agreed. He gave me the usual spiel of he will be managing this for me and reviewing everything and will personally contact me within a couple of days with an update. Fast forward to yesterday (13th) No update as of yet. Instead this time I called up to speak to someone to lodge a complaint about this and seek assistance in resolving the matter. I got through to someone and explained what was going on, unfortunately it was someone who couldn't help me, as the automated system had put me through to a bereavement specialist who does the odd complaint. He advised I need to go through to the Tariff specialist and transferred me through, the guy waited on the line and provided an update to the person who took over the call. I confirmed details and explained a bit further, this person asked me to go on hold shortly whilst he looked into the initial converastion. After about 10 minutes of a silent hold the line went dead. I waited a couple of mins to see if he called back, but he didn't.

 

I called again and this time the automated system put me through to the Tarif specialists, I asked to be put back through the the individual who I had just spoken to. The lady was keen to try and take the call, but I didnt want to have to explain myself for a third time, so I insisted she look for his details on my account and transfer me. After a short while she said she had no record of the person in the tariff team looking at my account, and only had the person from the bereavement teams details showing. By now im getting fed up, so I then asked how do I submit a request for get all the transcripts and correspondence I have had to BG so I can look to make an official complaint possibly with Ofgem. She directed me back to BG website and complaints to get my transcript. When I said I want all of it and asked what the email was to the relevant team/data controller she asked me to wait on hold and she will find out. This hold lasted 18 minutes before I terminated the call, during this hold there were instances of muffled voices appearing on and off, either like she was talking to other customers and didnt realise my line was active, or having conversations with their family, if they were working at home.  I did shout up multiple times asking if they were there and if they could hear me but nothing.

 

So that leads me onto the questions here, If I was offered a deal and its accepted by all parties are they able to do what they want and not honour it and continue delaying me? Combined with the lack of communication and ability to investigate things properly what am I able to do? This delay has meant any cheaper deals I had initially will no longer be there, and the cost to find another deal now will not be appealing and cost more. I feel they are purposely dragging their heals to octobers price rise, only then to say "oh theres nothing we can do as prices have gone up"

 

Ive seen stories about BG in the past, but up to last month I havent had an issue at all.

 

I would appreciate some input on this please.

 

Thanks

Link to post
Share on other sites

Short answer is they made a mistake and will not honour the deal advised.

 

So you either complain and see what happens   or cancel with BG once you have made arrangements with another supplier. 

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

Link to post
Share on other sites

36 minutes ago, unclebulgaria67 said:

Short answer is they made a mistake and will not honour the deal advised.

 

So you either complain and see what happens   or cancel with BG once you have made arrangements with another supplier. 

Thing is, how long they have dragged it on now, surely if it was a mistake then they have had ample opportunity to rectify? If it was my error, im fairly sure a month in they would say sorry its your own fault, so surely they have to honor it given the time. Like i said it almost feels deliberate to take it closer to the Oct price increases should they then decide "sorry it shouldnt have been offered"

Edited by flexeh
Link to post
Share on other sites

Not sure they have to honour a mistake.

 

It might be good customer service to allow you the deal wrongly advised, but legally they most likely don't have to do so.

 

BG just don't want to admit their mistake and hope you just give up contacting them.

 

Arrange supply elsewhere and cancel with BG.  

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

Link to post
Share on other sites

I can accept a mistake, but a month later and no one addressing it, is where my issue it. I raised another complaint prior to your response so have to wait 2 days for this to be resolved. Will have to wait and see what they say then.

 

Problem with this like everything else, its positioned for Goliath all the time, David doesn't get a look in! Even if I choose to wait to escalate this to an ombudsman service (if BG deliberately wait the 8 weeks) that's 8 weeks of paying over the odds for something that wasn't agreed.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 Caggers

    No registered users viewing this page.


  • Have we helped you ...?


×
×
  • Create New...