Continuously fobbed off by British Gas

Emma52

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

Alex_Alumni

Hello @Emma52 and thanks for reaching out today, I'm so sorry to hear about what's been happening, it must be quite a worry for you. 

Who have you spoken to about complaining to the Ombudsman? I would say it's worth doing if you feel able to, as it's clear the response you're getting from British Gas is not acceptable.

Scope has a disability energy support service and our team may be about to help. Alternately you can also reach out to the Scope Helpline by phone or email to speak to one of our advisers.

It's really important that you're able to keep warm and stay safe, do you have friends or family you can call on for support at the moment? 

Emma52

My carer comes to do my tablets at about 7.30pm, he has messaged me that he is going to try yet another code tonight. Fingers crossed but not counting my chickens. I don't have any friends that I can ask for help and my Dad is extremely ill himself (cancer) so I can not go to him. Will come back and message you again tomorrow if things are the same.

[Deleted User]

Can I ask why you don't want a smart meter? 
They can be extremely useful for vulnerable customers, if you run out of credit they can add credit to your meter automatically if you phone them up, which is definitely not possible with a key meter. It also helps monitor your energy usage so less electricity gets used. I switched from a key to a smart meter 6 months ago and it just so much easier and can control my usage. Ive never understood this fear of smart meters, I may be wrong but aren't they going to become mandatory at some point.

Emma52

Because so many people have told me that they go wrong. Several people on the British Gas Website page are still waiting for their smart metes to be fixed.

Emma52

After more than 2 weeks I have just had a British Gas Card delivered that doesn't need a code, it's the one they said would be with me 2 Friday's ago. It even has the £60 they owe me on it - not ashamed to say I'm having a little happy cry.

janer1967

Glad it's all sorted 

I have a British gas smart meter was here when I got the property as its new build 

I've been here 5 years and never had a single issue with it 

poppy123456

I have a smart meter, though it's not a prepayment one. They were here when i moved in and been here 3 years. Never had any issues.

Tori_Scope

I'm glad it's been sorted @emma52 There's no shame in having a happy cry! Do you have any plans for the rest of the day? 

[Deleted User]

The new smart meters being installed do not have the same issues as the older ones.Problems are extremely rare, in fact old prepayment meters are more likely to have issues with incorrect meter readings than the new ones. It's why I had to have my meter changed I was being massively overcharged, I've never looked back 

Stuart34604

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

poppy123456

Stuart34604 said:

I going to withhold the gas electricity bill money if no reply & remedy by December.

I wouldn't advise you to do that, it's never a good idea not to pay your bills because otherwise this could affect your credit history.

Cartini

Stuart34604 said:

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

You have to bear in mind that the utility companies are going through a lot too; all customers from the companies that have folded are being divided amongst the main players which means they will be very busy. Likewise for your MP; you don`t know why she hasn`t responded, she may be busy with higher priority issues.  Life isn`t black and white.

veriterc

Although your story is awful, it reassures me that I am not alone in having massive problems
with British Gas.  Three years ago my bill said I was in credit.  The next one said I owed them £8,000 !  Three years later they STILL haven't given me an e ignoring . Ombudsman was hopeless, Citizens' Advice did help, but they couldn't get an answer from British Gas.  But I did get superb help from Better Housing Better Health - they found I have been massively overcharged, but must say British Gas
seem to be ignoring them.  Still if I go to jail at least I won't have to pay for hrating or food !

Emma52

Cartini said: In response to Energy Companies and MPs having a difficult time: These people are paid to do a job which they were either contracted or elected to do. I fail to see why they deserve our sympathy and understanding when they are obviously not giving that to the people they have failed. I can forgive a genuine mistake but these are mistakes with financial benefit to those making them. I'm sorry Cartini but my Halo is in the dry cleaners lol
 

Stuart34604 said:

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

You have to bear in mind that the utility companies are going through a lot too; all customers from the companies that have folded are being divided amongst the main players which means they will be very busy. Likewise for your MP; you don`t know why she hasn`t responded, she may be busy with higher priority issues.  Life isn`t black and white.

In response to Cartini who commented on Stuart 34604 post: I find it difficult to feel sorry for Energy companies and Politicians who you say are going through a difficult timh

Cartini

Emma52 said:

Cartini said: In response to Energy Companies and MPs having a difficult time: These people are paid to do a job which they were either contracted or elected to do. I fail to see why they deserve our sympathy and understanding when they are obviously not giving that to the people they have failed. I can forgive a genuine mistake but these are mistakes with financial benefit to those making them. I'm sorry Cartini but my Halo is in the dry cleaners lol
 

Stuart34604 said:

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

You have to bear in mind that the utility companies are going through a lot too; all customers from the companies that have folded are being divided amongst the main players which means they will be very busy. Likewise for your MP; you don`t know why she hasn`t responded, she may be busy with higher priority issues.  Life isn`t black and white.

In response to Cartini who commented on Stuart 34604 post: I find it difficult to feel sorry for Energy companies and Politicians who you say are going through a difficult timh

That`s your choice; like I said earlier.... life isn`t black and white.

Emma52

Cartini said:

Emma52 said:

Cartini said: In response to Energy Companies and MPs having a difficult time: These people are paid to do a job which they were either contracted or elected to do. I fail to see why they deserve our sympathy and understanding when they are obviously not giving that to the people they have failed. I can forgive a genuine mistake but these are mistakes with financial benefit to those making them. I'm sorry Cartini but my Halo is in the dry cleaners lol
 

Stuart34604 said:

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

You have to bear in mind that the utility companies are going through a lot too; all customers from the companies that have folded are being divided amongst the main players which means they will be very busy. Likewise for your MP; you don`t know why she hasn`t responded, she may be busy with higher priority issues.  Life isn`t black and white.

In response to Cartini who commented on Stuart 34604 post: I find it difficult to feel sorry for Energy companies and Politicians who you say are going through a difficult timh

That`s your choice; like I said earlier.... life isn`t black and white.

Cartini said: In response to Energy Companies and MPs having a difficult time: These people are paid to do a job which they were either contracted or elected to do. I fail to see why they deserve our sympathy and understanding when they are obviously not giving that to the people they have failed. I can forgive a genuine mistake but these are mistakes with financial benefit to those making them. I'm sorry Cartini but my Halo is in the dry cleaners lol
 

Stuart34604 said:

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

You have to bear in mind that the utility companies are going through a lot too; all customers from the companies that have folded are being divided amongst the main players which means they will be very busy. Likewise for your MP; you don`t know why she hasn`t responded, she may be busy with higher priority issues.  Life isn`t black and white.

In response to Cartini who commented on Stuart 34604 post: I find it difficult to feel sorry for Energy companies and Politicians who you say are going through a difficult timh

Emma52

Cartini said:

Emma52 said:

Cartini said: In response to Energy Companies and MPs having a difficult time: These people are paid to do a job which they were either contracted or elected to do. I fail to see why they deserve our sympathy and understanding when they are obviously not giving that to the people they have failed. I can forgive a genuine mistake but these are mistakes with financial benefit to those making them. I'm sorry Cartini but my Halo is in the dry cleaners lol
 

Stuart34604 said:

Emma52 said:

I'm down as being a Vulnerable British Gas Customer. I now feel this just means they feel I'm even less important. Their workman broke my pay as you go metre and now they have ran both myself and my voluntary carer ragged trying to load a new PAYG card. They keep pushing for me to go onto a smart metre but I know I have the right not to. They have given my carer several codes to use at a specific shop and not one of them worked. We've phoned for hours, emailed their CEO, complained on their FB site and in a chat room. As it stands I am too scared to use hot water/heating as the money that is on the metre will soon expire. I am sat at home with candles to take the edge off the cold wearing layers of warm clothing. I was told that if I complain to the ombudsman they could tell British Gas to take action but that British Gas are not legally bound to do anything they say. Help please.

I having problems with British gas too,not replying to my complaint email. Asked my MP Charlotte Nichols for help & she done nothing. 

I going to withhold the gas electricity bill money if no reply & remedy by December.

You have to bear in mind that the utility companies are going through a lot too; all customers from the companies that have folded are being divided amongst the main players which means they will be very busy. Likewise for your MP; you don`t know why she hasn`t responded, she may be busy with higher priority issues.  Life isn`t black and white.

In response to Cartini who commented on Stuart 34604 post: I find it difficult to feel sorry for Energy companies and Politicians who you say are going through a difficult timh

That`s your choice; like I said earlier.... life isn`t black and white.

I totally agree. Life isn't black and white. But that leaves me with a void of understanding your point. Could you give me an example of when it is ok for anyone not to do what they are paid to do when it could leave a vulnerable person without heating, light etc. Much appreciation in advance.

veriterc

I totally agree that life isn't black and white, but I am trying to find an excuse for British Gas's treatment of me - I am supposed to be on a priority register as a vulnerable person, and they have said they will redaave tried and tried to remind them, but they STILL persist in sending 
me threatening emails to read my meter - another has just arrived today.  Does anyone know  a good lawyer with Rottweiller ancestry?  !!

Emma52

veriterc said:

I totally agree that life isn't black and white, but I am trying to find an excuse for British Gas's treatment of me - I am supposed to be on a priority register as a vulnerable person, and they have said they will redaave tried and tried to remind them, but they STILL persist in sending 
me threatening emails to read my meter - another has just arrived today.  Does anyone know  a good lawyer with Rottweiller ancestry?  !!

Emma52

Hi veriterc, so sorry you're going through it with British Gas at the moment. Have you tried the Citizen Advice Bureau. They should be able to put you in touch with a lawyer. You are entitled to the service you pay for. As for the messages I suggest you start a diary which will need signing and dating at the bottom of every page. I would also suggest taking a photo of the messages and doing the same.  I say this as you may also have a case for harassment if you have informed them and it continues. Wishing you all the very best.