British GasReviews 101

I,m with British gas past 4 years and struck because when i bought this house it corona time and they were there and i was thinking they are good supplier however they are worsen i have never seen supplier like them, I'm in the uk past 24 years and this the worst supplier i experienced, i,m giving this feedback beucase i,m a family man providing food and facilities to my family.
I have raised many complaint and any time i raise complaint the outcome is always written by indian people sitting back in india as they don't know the system here, if they don't have anything to say they block you in the chat system if they are on the phone they block your number so that the call is always goes to busy tone.

Cheeky! After being on the phone for nearly 2hours with me trying to explain you took £money from my account twice! You send me a voicemail says you've Sent me a cheque! Disgusting! I'm changing providers! And I want to speak people that understand plain English too - your representatives don't have a clue what they're doing or saying!

It took British Gas 3 months and several attempts to set up a direct debit, meanwhile potentially forcing me into arrears.
No operative was able to explain why such a simple procedure was beyond their capabilities, nor did they have any idea of how to correct a situation casually dismissed as a system error when the repeated errors were of human construction
The promised phone call from a 'specialist' never materialized.
I was further given false and misleading information regarding direct debits.
And my complaints were either not responded to as promised, or were dismissed by the person(s) against whom the complaint was made.
I have today arranged to change my supplier.

The date of my 'experience' is the date of the first in a series of complaints, which were ongoing and largely unanswered at the time of posting.

In respect of the response from British Gas, I should say that I had been offered similar empty words of apology or regret previously.
What British Gas absolutely declined to do was to address and correct many of the issues.
It is purely due to the cavalier attitude towards my complaints, and the ineptitude and incompetence of British Gas employees that they now have opportunity and occasion to express, in their most patronizing autoresponse, their 'sadness' at losing my custom.
Either the staff or the company are not fit for purpose

Absolute rubbish. I Have tried to obtain a bill and have used the on line chat. The call centre is based in India and they are very difficult to communicate with, finally I chatted with a supervisor named Fauzi he was a devious twisted individual who tried as hard as possible to get me to pay by direct debit and suggesting that the Government rebate had not been received by British Gas. All fantasy they are tasked with bringing in as much money without regard to the customers financial position or requirement for the service.

Poor management and a lack of professionalism are my experience of British Gas.

Where do you even begin, I was lied to about the amount I would pay, promised a deal that never materialised and then it changed without consent once the contract was signed. I have had ongoing problems, the recent:

I had a direct debit set up, I was in credit, they then suddenly pushed up my DD without letting me know, not by a small amount either. This caused huge financial problems as they wiped my bank account clean, which meant there was no money to pay other bills, including rent. I was then told it would go back to the original DD. It took 3 months to resolve this issue.

I paid in extra each month, on top of my DD to make sure I wouldn't be hit with a huge bill all at once. While I continued making extra payments, they stopped taking the direct debit, for months, never told me, the DD was still active; and as a result, I ended up with a massive bill. (6 months of not taking payment) Again, they pushed up my DD without telling me, cleared my account, again, and claimed they did tell me of the changes (in small print in a random emails that had nothing to do with payments and billing.) and the reason they didn't take the DD, because I was making extra payments too close to the DD date and it was withheld; ummm! What?

A year later, after having to go through Citizens Advice to get that complaint addressed, I was assured it was all sorted, I am back where I started. Same problems, they added an extra payment onto my DD without telling me, to clear this massive bill, (that they created by not taking DD payments.) I have spoken to 6 different people over 3 weeks, not including the 4 hours today on the phone, nothing is resolved. More lies, a long list of excuses, even more lies, no responsibility, not my department, I didn't talk to you, I never did this, I never did that. And then the pure joy of dealing with a 'snowflake' who can't deal with anything that's 'negative and too much like hard work'. So, here I am, the one who has to pay the price both financially and personally because of this poorly managed company with incompetent dishonest staff, who can't work to a basic standard.

British Gas, is a perfect example of how broken, and rapidly declining Britain has become. Poor service, duplicity, incompetence and a profound lack of responsibility, culpability and accountability. It's not just the government, it's the entire infrastructure and mentality of the society. A society unwilling to get their hands dirty and make the changes so desperately needed, a society that has allowed this sickness to take root, spread and prevail.

Can't log into a broken account, can't use smart meter, can't get bills, can't pay bills. 100% failure after 6 months.

Experience as a new customer:
- time elapsed with no bills, no way to pay, broken account and unable to install meter: 6 months
- time I have spent in chat & calls with your team: 40+ hrs
- # of BG team I have dealth with: apprx 30

British Gas are absolute cons. They took £829 for the last payment which they didn't send a breakdown off. They took the money already and my mortgage payment wouldn't have gone if I didn't look. This company has caused me so much greif, stress and caused me anxiety. My mother is a diabetic and the stress this bill gave her isn't good for the health. I still don't know what I paid for and nobody is answering the phone. They don't even let you submit a complaint online. I am so disgusted and I want a breakdown or refund. Stay well clear. Go with any other provider just not British Gas. I am disgusted and appalled and I'm not going to stop till I get some justice. Please contact me asap and il give my account number I need this looked into asap.

Good evening
Please treat this as a formal complaint, which I will also make through your online channels and by telephone when your call centre opens at 9am. I am putting it here too so people considering taking out your services or renewing them can be aware of your poor service levels and the obvious contempt you have for your customers and, to a degree your staff, as you do not equip them with what is needed to respond to customer queries. I will detail the background to the complaint and the steps I would like you to take to put it right. I have been a long standing homecare customer for well over a decade and have always thought it provided a good service and peace of mind when there is a problem. Your service is a very poor imitation of what it once was, and on today's experience, pathetic and not fit for purpose and the £300 a year charge.
Our boiler broke on Tuesday evening and we have no means of heating or hot water. I logged on to the system and booked the first available appointment of Thursday between 8am to 6pm. My partner has taken a day off work to wait for the engineer to arrive. He is self employed and lost income for the day. It got to late afternoon and we were expecting to be told the engineer would be with us on the next call. I called the call centre to see where we were in the queue. You were unable to provide any information - please consider why you have a call centre if you cannot deal with basic queries such as the arrival time of an engineer. I asked what I should do if the engineer did not arrive as expected. I was assured this was unlikely to be the case but if this did happen I would be notified and a prompt resolution offered. At 5.45 approximately, I received a call at work which went to voice mail. In the call you offered no apology and advised an engineer has been rescheduled for Sunday. Today is Thursday, tomorrow is Friday - why are we not at the top of the queue for a rescheduled appointment. On the performance of today, there is no point me having boiler cover - I pay for this so any problem can be resolved quickly. I would have been better advised to not pay for boiler cover and call a local engineer.
This is what I would like you to do to resolve this complaint.
1. You have failed to fulfill your appointment commitment. I should not have to wait until Sunday, you should be offering an appointment as soon as possible, in this case Friday morning.
2. Details of how to claim for a days lost earnings.
I await your response. I hope some of your senior leadership team read this review and reflect on how your service levels have deteriorated. This used to be an exemplar service and is now shockingly bad on todays experience.
Date of experience: 05 January 2023

… Account
British gas have been taking money from my bank account for 4 years without my knowledge for policy for boiler care and drains without my knowledge from my bank account. The amount was £11.64 pence they just did automatic renewal.
This company are crooks do not use. Because the amount was very little I didn't notice. Even the customer service team were really rude. Can a company steal money without your consent really terrible company I give them rating of -0. I definitely will be taking legal advice also writing to the ombudsman about this criminal company I didn't realise the British gas is a cowboy company. After stealing money from my account for 4 years they offered my 98 pounds I would advise customers to stay away from this company

Review of British Gas

Matthew Cheltenham
9 reviews
GB
Rated 1 out of 5 stars
Absolutely disgusting how this company…
Absolutely disgusting how this company gets away with this I don't know. I am having to contact the local mp to try and sort my problem out. I moved in to my new rental home after a devorce 6 weeks ago I've tried to call them arrond 30 days in a row to be constantly put on hold for hours then hung up on. I'm paying someone else's debt of and receiving no help as I can't get them on the phone I tried online chat and they left the chat befor sorting anything. So I contacted uw who managed to get the gas. But not electricity supply I'm actually so fed up I don't know what else to do british gas owe me a lot of money also my government help which I won't get as they are not answering. This company is unfit for purpose.

Date of experience: 29 December 2022

If I could give 0 I would. The customer service is disgusting!

No help at all! Am owed loads of money from them due to missed appointments over charges ect and when you finally through to customer service and they ignore you and leave you waiting for over 2 hours.

Don't switch providers. BIG MISTAKE!

It's 02/11/2022 I'm coming back home after work. I see a white envelope with written on it: To occupier.
First my reaction was: What!? Someone entered my house door?!
The letter was from Arvato, the company is working for British Gas dealing with debts.
I was totally shocked.
It's a long story to say the all what happened.
In short words, I moved to a new place, I set up an account for meter reading, I paid bills. Arvato came to my house, they put me on top up.
I bought top up I put in and still couldn't have gas, no heating, no hot water. Additionally they take every week £6 from my top up for my debts which I do not have, plus 50 p every day for maintenance.
All that nightmare is caused by British Gas which made a mistake treated me as a previous occupier with debts.
Today is 26 of November and still the problem is not solved.
Topping up doesn't help. Debts are on the top up too.
I again don't have gas.
Furthermore, made many calls to British Gas, hard to get through to speak to them, agents not professional.
I'm exhausted.

Been left with no gas since fri, after topping up and losing my credit for the 3rd time. They are refusing to fix my meter, they have accused me of leaving the door open and thus breaking it. The "qualified engineer" fixed the door lock according to his "professional training" and unsurprisingly when I topped up it took my credit again.
Very immature, keep putting me on hold mid sentence, when asked for a refund to top up electric in stead they refused, when asked to speak to a manager the answer was "why" and "no". They laugh at you during a conversation. When told 'I have no gas it is very cold.' the response was "ok, what do you want me to say..."
I was warned how bad british gas are just didn't realise how immature and incompetent they are.

August - offered a service for boiler and fire for £39 so thought I would see if any good. Booked on their chart first available which was for end of September. No show. Phone line advised to ring back due to considerable calls. Tried Chat Line - put through to 3 different people, eventually booked October. Waited in for 6 hours - No Show again, logged on and found moved to November at 8.00am. Chat line again, said I could only do the between 12 - 6pm, two more people to go through and moved to correct time. On the day, an arrival at 7.45am - left a card and asked me to re-book, another arrival at 3.00pm from Scottish Gas. Advised I needed new
Boiler a. S.a. P. so Chat Line again, would get someone to me in a couple of weeks to give a quote. Explained I was on the Priority Register, and told she would mark as urgent. Absolutely nothing! Have now had to find a local tradesman.
Another call - all my Gas Bill details have disappeared not on either the old site or the new.
Have not been informed on the new charge since the October 1st increase - We are waiting for
Government instructions! Not received the Benefit either.
Obviously have too many customers to be bothered to care.

My meter has been broken the past 2 months and makes a buzzing nose and flashes red. I called British Gas 12 time trying to book an engineer for a replacement. The first 4 people I spoke to said they will have someone come an replace it they no one came. The next 2 people said it's my problem and I will need to buy and install it my self. The 2 people after that said they'll call me back with an appointment. Then the next 4 said they'll call me back in December next year to book an appointment. I am a lady with a disability and I'm scared to stay at home as I feel like the meter could explode any minute. I that children under 5 living with me and this is terrible.

Smart meter broken since June. Prior to that was working intermittently since February. I've had to call multiple times to chase. 2 complaints have been escalated and nothing has been resolved. Was told on 24/8, after I had to call again, someone would be in touch within 4-6 weeks to book in an engineer to fix broken part. Have had no communication whatsoever and after I had to call again today to chase, I've been told smart meter won't be fixed until 9th January. The resolution for lack of communication is to escalate a complaint. Absolute joke. Processes within the company are shocking. It's difficult to find a human to speak to on the phone and the online chat is terrible. The submit meter reading option on the website is shocking, it just sends you round in circles and you can't do it on the app. The app is lacking as well for such a profitable company which are rinsing its customers, for what? Shoddy customer service and communication. If I wasn't on a fixed tariff I'd be going elsewhere. I categorically would not recommend British Gas

I cannot access my account online. As soon as I enter my email address, the webpage goes to a 'google captcha' with a box to tick, saying 'Let's do a quick verification'. You tick the box and it reloads with exactly the same page - so you can't actually login.
Ah you say - "But you can access 'Help' at the top of the page". "Oh, wow, so you can..." and you enter the kind of issue and it presents you with a series of vaguely relevant advice, and "Wow, there's the chatbot. My saviour!"
So, you start chatting with the chatbot, who offers you the chance to chat to a real human being and then decides after 10 seconds that all the real human beings have gone off to lunch or are living a few lightyears from earth or are just busy. And ends the conversation by telling you to come back later...
All I want to do is to access my account...

I have called them on 5 different occasion and I was not able to move forward with my issue. They promised to call me back but it never happened. They booked me an engineer visit so I stayed at home for half day, which was cancelled without informing me. Empty promises, they dont care about their customers, they would schedule a call back and your phone would not rimg, often the line is either busy or the waiting time is 30 minutes. Chat does not work. I have moved my gas and electricity acvounts to another company and I am getting a lovely customer service there.

Received a letter yesterday from British Gas saying my Homecare agreement is due for renewal and funds will be taken out by direct debit in a few weeks time. Little confused as I do not have Home Care and never have. I go on a chat, it gets confusing as they don't seem to have all my details. Eventually get to a customer Service rep. He can't help, he just does bookings not cancellations. He tells me to download WhatsApp and message customer services. I ask about a complaint but they are closed. Can't help.

Can't decide if this is incompetence, a fraud attempt or most likely British Gas up to its old marketing tricks!

Waiting for a WhatsApps message back, if not will call tomorrow and waste more time..