British Gas

so back in december i had a issue with my tarif, i thought i was on a fixed but i wasnt and then said i would struggle to pay a higher price and i could feed my son and Glen that was perfect , i was like what the hell Mate, i reported it straight away and i put a complaint in this was december or early January, ive been on there chat numerous times, had call backs arranged with managers and nothing ive emailed your complaints team 5/6 time and nothing ive been lied to insulted even called and been on hold for over a hour at times ive lost 5/6 days of work, all this has effected my mental health all because a member of your staff thought it was ok for a baby to starve.

I have been a British Gas customer for years and pay for boiler maintenance on a direct debit. In April I decided to have all my radiators replaced. The work was entirely satisfactory. When I received the bill I paid the full amount immediately by cheque. I received a letter saying money received. I also had verbal confirmation that money has been received. However, I keep getting bombarded with threatening letters saying I have not paid and the latest one says the bailiffs are calling on me in 7 days time. My bank confirm BG have received the funds. No one at BG can solve the issue and I fear a CCJ may be lodged against me even though I have paid. So, do not deal with British Gas, as although their engineers seem good, their backroom systems are inefficient.

British gas were appalling during my customer time with them May 2021 to May 2022. They messed me around constantly, customer service was shocking especially a Becky in customer relations. I ended up having a final payment of over 200 pounds despite being consistent with meter readings and asking them repeatedly to up my direct debit to cover. Multiple hours spent on hold with them, hours of wasted time with no resolutions and a customer service assistant Aidan Abraham's who lied to me saying I owed nothing then a final bill came through a week later. I just felt so let down and will never ever go with them again, thieving nasty company that are only concerned with money not customers.

One star is too many! Verbal dispute over bills. I maintain daily spreadsheet so know exactly how much I’ve spent. This last month, not for the first time, their bill doesn’t equate to my expectations. I call and discuss, yes there’s a ‘problem’ and they’ll amend it. Even that, they f...
up. And double my expectations.
To compound their incompetence they now send me a breakdown of usage of gas and electric and money they’ve received on my behalf BUT what they conveniently forget to include is the credit balance of over £200 they received from my previous supplier.
I see a very long day ahead trying to reason with these goons.

Will be contacting the Ombudsman
I agreed to pay British Gas £20 a month for a vacant flat I owned November 2018 Used no gas or electricity
Paid £20 a month for 10 months..11th month get a bill for £56..so I cancelled direct debit paid over £300 although used no Gas no Electric as both off.
Flat got let September 2020
I was receiving letters asking for money
from British Gas asking me to pay money owed from November 2018 to March 2021
I spoke to someone at British Gas and explained no Gas could of been used and no electric..plus period they stated it was let out?
My letting agent sent letting agreement
to verify
Women at British Gas said they would write off the £400 plus for the electricity??
There had been none used by me
They appeared to be picking numbers out of the air
Have since had 4 separate debt collection agencies harassing me
3 have gone the last one because o reported them to the Ombudsman for texting and leaving voicemails on my Ex partners phone?? How they got his number I don't have a clue..we separated in 2012..10 years ago
It's since happened again by a debt collection agency called Pastdue
They text my ex partner who forwarded it to me..they actually did not have my number??
I've explained everything to them and they want to letting agreement which British Gas already have.
I've taken legal advice as I've never personally had an account with British Gas only found a letter from previous occupant who had vacated a year before I purchased the flat with no water supply at Auction.
Since then I've had a letter from British Gas asking me to pay an electricity bill? Saying they've contacted me several times completely untrue
The debt collection agencies were after Gas money
My legal advisor is telling me that British Gas has breached the Data Protection Act by informing my ex partner of 10 years ago that I owe money.. I was mortified when I found out
I don't owe any money..infact I've paid them £300 for an empty flat
With no Gas or electricity used
British Gas have always had a bad reputation estimating bills
I will be taking this further..I've been continuously harassed..my tenant has been receiving letters..my previous address has been receiving letters relating to myself
I will be seeking compensation for the distress caused having to be informed by my ex partner who I've not seen since 2012 that he was concerned I was in debt and felt it necessary to contact members of my family
I'm so angry at British Gas they have broken the law
They are not getting away with this

My mum had a boiler problem on Friday, BG came out and found the issue and ordered the part and promised to attend 1st thing Monday morning which the did at 8am and fixed the problem due to her health issues. The engineer was compassionate, curtious and very informative. A credit to BG.
I have had my boiler service today & the engineer was polite, curtious and completed the service in a professional manner.
BG you really do have some amazing engineers working for you and recognition & praise goes along way as these guys are the face of your company.
Well done to both engineers, you were both amazing & true gents!

Atrocious company. British Gas were my supplier of last resort when MoneyPlus energy folded in 2021 and from day 1 they have been an absolute nightmare to deal with. Not only is their customer service virtually non-existent, they tacitly ignore formal complaints in the hope that you just go-away. My direct debit increased from £80 a month to over £240 and I complained to them that I would not be able to pay such an astronomical increase.
This company is effectively gouging as much as it can from the millions of extra customers they have inherited from the failure of other firms. My attempts to resolve this via communication were ignored. I waited 28 days for a response before it became obvious that they were never going to respond.
The £240 was taken from my account a few days ago and I made the decision to immediately cancel my direct debit and find another provider. Disgraceful behaviour on behalf of British Gas and were I in the market to move suppliers, I'd avoid these gouging, horrible shills at all costs.

They never showed me my bills on the app i kept phoneing up every month to complain about not seeing my bills they kept asking for meter readings then next month came no bill once again and I phoned them up and once again they asked me for the same meter readings they had asked for the month before so they take meter readings and do nothing with them dont process them and just leave you sat like a wally for a month with no bill this happened to me twice and twice they got me into debt they are very unorganised they do not listen to the customer when the customer is upset and frustrated on the phone they hang the phone up they got me into debt twice I wonder why i was frustrated and upset, there customer service is absolutely diabolical they don't care for the customer do not go with british gas they have now said to pay the remaining debt I have to make a payment plan and they will leave a mark on my name for 3 years so other businesses dont take me on so please do not go with british gas !!!

Do not use british gas unless you have literally no other options. The most horrendously incompetent company I have ever encountered, which is saying something. It took 6 hours and 4 attempts to set up my account, even though my situation couldn'ty be simpler - one person renting a flat for one year who has a meter. Nearly every bill they send is wrong even when they have been given the accurate meter readings just before. And now, for no identifiable reason, they have moved my account to another server, meaning I cannot access it. I cannot access the account, close the account, provide meter readings or pay any bills. But it'll be me who has to suffer when they finally get their incompetent selves together and start chasing me for money I don't owe.

Annual boiler service which should have been a formality as it has been in previous years, turned into a nightmare. Booked boiler service on a Thursday but engineer did not turn up until Friday. Engineer carried out a "service" & decided to disconnect the hot water due holes being found in the combustion box. Left my tenants without hot water for 4 days. I had to re-book a second engineer visit today & spoke with the same engineer who claimed that current bolier needed to be replaced with a new one as parts were no longer available. However further discussion revealed that parts for the boiler can be found online but British Gas don't want to do this & they want you to spend money with them on a new boiler. british gas engineer snuck in the fact that british gas offer interest free deals on new boilers (you see where this going right). Suffice to say I won't take british gas on their "offer" & will get a 2nd opinion on the current boiler. if it does need to be replaced then it won't be with british gas. A different angry/un-happy british gas customer :(

I had to take a day of work to allow a engineer to fit a smart meter which put me at a £90 loss. The engineer did not arrive and was told I would receive £30 compensation. I never received the £30 for 12 working days which entitles me to a extra £30 for non payment. British gas then payed themselves £30 on my behalf leaving me still £90 out of pocket. When I raised a complaint was spoken to like a idiot for 3 days on whatsapp then when I finally rang to end it all. I was told they are closing the complaint and I should go about my day because nothing more will be done. I have bipolar and have been dragged up and down made to feel I am insane being told everything I say is wrong and their is nothing I can do about it.

My account was moved to British Gas when my previous supplier stopped trading. During the past 8 months they have issued 5 bills of which 3 were cancelled after payment, i which forgot to charge for electricity and 1 which used the wrong meter readings. Since increasing tariff at start of May they still haven't updated my smart meter to the new charges. This means my in house monitor is displaying garbage. Totally inept company, customer services are impossible to contact, how they are allowed to operate I'll never know. Shall vote with my feet and take my custom elsewhere. I wouldn't have given them ! star but that is the lowest available. My advice is to avoid this company like the plague.

This company doesn't even deserve one star! The staff are so incompetent it's disgusting. They've messed up so much on my account since January that I'm now left in debt! I'm having to pay off for their mistakes too and it's F**ING disgusting! I was supposed to have smart meter sinstalled and only got one installed and in three days they've snatched £10 and said its a default and that the default won't even get put back onto my account!
It's destroying me mentally because I'm constantly full of anxiety about losing everything! Once my meters are installed I'm immediately changing companies and going to citizen advice! I'm furious.

Sorry to say that British Gas have been a complete nightmare to work with and it’s not getting any better.
- I’ve made a formal complaint and still haven’t received a call
- I’ve been promised 3 callbacks and nothing
- every time I call, it’s very matter of fact and the system is always down so they simply can’t answer questions
- I haven’t received a bill for almost a year and now I’m told I owe money
- My tariff has changed and they didn’t let me know
- Without agreement or notification, they increased my monthly direct debit from £125 to £270 which sent me overdrawn
- Everything and every message pushes you towards the BG app, but it still doesn’t work, doesn’t show your data
- I have been in credit for months, but they won’t return my money
- Apparently you can get an EV rate for electric car charging, but then it doubles your normal day rate
- After several calls I have no idea what’s going on apart from my bills have increased by more than 100%
- My boiler is overdue a service even though they have doubled my service package price
Honestly the list goes on and I have proof of the list above
Help!

Their technology is rubbish! App hasn’t been working properly since mid Feb 2022. It appeared to be fixed recently and was showing daily usage again - hooray! Then … today a message comes up saying that the daily usage cost shown is at the old kWh rate, not the new rate. So completely useless then! The In Home Display for the smart meter keeps malfunctioning - the gas shows usage and charges when there’s absolutely no gas being used. This tech is supposed to enable us to monitor and manage our usage so as not to end up with excessive bills. Well, British Gas, make sure it works properly then. Just putting an apology on the app, for nearly 4 months, isn’t good enough. Perhaps I’ll just apologise when I can’t pay my bill!

Was moved to British Gas from Peoples Energy Company, who I was really happy with, when they stopped trading had no choice in this matter and have had several issues with DD. While trying to sort was 188 in queue for live chat. However would say that I then contacted them through Facebook messenger and had a very swift response from Damian who resolved my problem and sent details to customer services who also contacted me so my issue was not with this part of the service just the fact that I have to keep contacting them with DD issues. The first example being that after signing the initial DD form for £135 a month the following day I received an email saying that my monthly amount was £180 which had doubled!!!

My electric pre paid meter display went blank , after waiting for 1hour and 40 minutes my call was answered and then I was cut off. The next day this happened again , panicking I rung Citizens advice and asked if they could help me , they passed me to their support department where a lovely lady listened to my problem and said she would get in touch with BG , within half a hour a customer service agent from BG got in touch and arranged a appointment for a engineer to come and replace my gas and electric meters for smart ones. The lady from CAB rung me daily to make sure I was ok making sure my electric hadn't run out. The day before the meters were due to be fitted had a text off BG cancelling my appointment because of lack of engineers , Citizens advice were notified by me of this and once again they got in touch with a Grace Walker from BG who then rung me and the appointment went ahead. I cannot thank Citizens advice enough for all there help if it wasn't for them I would probably be sitting here now with no electric supply. I URGE everyone to get in touch with citizens advice whether you are vulnerable or not to get the help you deserve because BG certainly don't care about their customers. Read the reviews on Trust pilot it is truly shocking how they are treating people.

I’ve been trying to get a smart meter for weeks now as my ddr went up from 94 to £205
so I wanted to keep track. Miraculously on my first phone call I was told an engineer would come the following day. I said please advise him to come to the back door as I work from my kitchen and won’t hear the front door. What happened?! They came to front door, left a post card saying I wasn’t in!! On making the appointment they said if I cancelled within 24hrs or I wasn’t in I’d be charged £50! Don’t think so!!!
2nd call 45 min wait .. someone will ring you next week with an appointment.. no phones call
3rd attempt with virtual assistant.. you’ll get an email with an appointment.. no email
4th call 54 min wait ... I can’t even read my meter as there’s a fault with it.. BG woman says oh when we come on 4th June we’ll repair it.. 4th June I said? Since when have I been booked in for then I’ve had no notification?! Oh well you’re booked in for then ok? Well yes, I’ll make sure I stay in then she’ll I?? Ffs.. do I think they’ll turn up?? Noooooo I do not.
Shocking customer service, awful company, and I’m tied on with them till 2024 🙈
Oh and the South African accent is sooooo hard to understand! Get your call centre in the bloody UK!!!

They do seem to be completely useless at the moment. I ended up with British Gas after my own supplier collapsed. They handled the switch-over OK, but now the supply of information has dried up. I cannot view my energy usage, I can't find out what I owe them (or what they owe me) via the BG app, and it seems to be impossible to log in to their web site. First it said my password was wrong (and I'm pretty sure it wasn't) then, when I tried to reset it, they sent me an expired reset link followed by no reset link at all; so I gave up and wrote them a complaint, which it'll take them a minimum of 7 days to even look at. Possibly I'll need to sit on the phone for a couple of hours, to find out they can't help me at all . . .

Worst energy company I’ve ever been with. Moved into a brand new build property and get go there was issues with the gas smart meter not communicating with there server. Apparently a 3 month wait for an engineer, what a joke. Then I asked to swap to pay as you go as I am a newly single parent and on benefits for the first time in my life so wanted to watch what I was using. I was told I couldn’t because I had to be a customer for 28 days 1st. So new customer you want to trust with having energy first rather than agreeing to let them pay first for what they use as they explained they didn’t want to get into debt with not knowing how much to budget for a bill. Now I have aired the 28 days and asked for my electric to be swapped to pay as you go. I was told I had to clear my bill first so I did of over £50. I was then told the swap is complete as it is a mode change on the system with me having a smart meter and that when the switch happens I will revive a bill for the energy I have used in that crossover gap. That was fine as it wouldn’t be a lot. Now a week later you have taken the full bill for electricity again over £50 and my gas bill again £15. This has now left me overdrawn unexpectedly meaning if I don’t get this money back I will have bills I cannot pay this month and putting me in debt. So you told me I had to obtain meter readings and you would only refund me the difference of what I haven’t used. So still your penalising a single parent on benefits for your mistake! You are putting me in debt for your mistakes! So I cart my sick 2 year old outside with me to the meter cupboards as I’m a single parent and can’t leave him in the house unaccompanied. So I open the gas cupboard fine and then try the electric cupboard and there is a metal cap blocking me from unlocking the cupboard. Absolutely disgrace of a company. STAY WELL CLEAR!!!! I’m still waiting for this to be resolved!