British Gas

YOUR COMMENTS Post your comments or and experiences of this company on the Sounding Board

A description of the good or service offered and what happened.
Electricity is supplied by BG but I have not received any bills nor can I submit meter readings as they have my father's name on the account and I cannot administer my acocunt online or over the phone.

I never gave them my father's name.

What have you attempted to do so far?
I phoned on the 18th September to tell them that the supply address was wrong (they had sent a letter indicating my parents' address as the supply address). They said they could fix the supply address problem there and then but that there was another problem; the name on the account was my father's. I was told by the operator called Eid that he would phone on the 3rd October after it was fixed.

He phoned on the 3rd saying that the computer system was down and that he couldn't fix it. He said he'd phone next week but this did not occur.

Meanwhile, I received an email from the Online Escalation Team on the 19th September to say that there were problems with the online account facility and to contact them. I did this and was informed that my father's details were coupled to this and that I was unable to sign in and administer the account online as a result of this.

I received an automated email 11th October saying that I could view my bill online. I can't do this as I am still unable to use the online facilities (problems associated with my father's name being on the account).

I emailed a Sabrina Nasri (Online Escalation Team) 11th Oct who promptly replied by phone and said that it was a complicated problem and that there was no clear solution.

I sent a letter of complaint 11th October and said they could phone, email, or mail me. I have yet to receive a response and there is no indication that any progress has been made with my issues in over a month.

Why you feel your complaint has not been fairly or properly addressed by the company?
Since Septemeber, I have only received correspondence from BG when I have contacted them first.

No progress has been made on the problem as I have only been told that it's a complex problem with no clear solution.

In the meantime they are charging me a directdebit of 30gbp per month yet I cannot view my bills or submit meter readings.

British Gas said:

“We are very sorry for the problems Mr Fu-Howe has faced. We have apologised to him, and he can now view his account online.”

Thank you.

Sian

British Gas Customer Relations have once again been in touch and I can access my account online and administer.

Regards,

F H Lee