thank you for the adress they are taking me to court because they say i owe them money on a prepayment meter! eh??

Thank you for the info that British Gas CEO must be getting pissed off with all these complaints or his Executive assistant at least. I just fired one off to him. I hope he drowns under them.

No hot water and heating since May! 10 visits from TOP British Gas engeeniers and bojler still is not working. Disgusting, disgraceful service. Bunch of dishonest, incompetent people. Just horror - my complain letter with no answer.

For what its worth no heating for a month now - never met a bunch of incomptent people in my life - has any one heard back from Sir Roy themselves - just put letter in post!

Yes, I got a very favourable response from the office of the CEO. Not only had they researched the problem very thoroughly, they explained where and how the issues had arisen. As an extra cherry on top, they credited my account with ?25 too.

over the past two weeks I have sent numerous E-mails to official British Gas website E-mail addresses including house.co.uk, customers services, their official complaints site etc leaving my customer account number, address, telephone number etc. I have still not received any response...... so thanks for the address of the CEO... I will be writing to him because he obviously is not aware of the chronically poor customer service that exists for customers.

Again thanks for that name and adress.I have had an ongoing problem with the homecare dept all of 2005 after their engineer damaged part of my system during a tank replacement and then lied about it.They now have decided the system should never have been covered and downgraded us with no consultation or recourse this is after inspecting the system and taking the higher level contributions for 5 years.Like other people have said they take no responsbility for a complaint whatsoever.

Well after no repsonse from the CEO - I Phoned his office - gained the number for 118118, and spoke to a "person from his office" who had all the details of my letters and complaints.

Surprise surprise I received numberous phonecalls and got the problem sorted in 3 days with ?70 refund for the days wasted waiting in for them to turn up.

I even received a hand written letter from Sir Roy himself saying that they will investigate what the problems were and to try and stop it from happening again.

Nice service in the end - shame that they cant be this good to start with!

Thanks for supplying address, I have been with British Gas for 5 years and have cover for the whole caboodle. Am having problems with boiler when the engineer called he casually informed me that the boiler was full of sludge, it would need a power flush at a mere cost of ?500 and you guessed it I am not covered. Lovely xmas present just what you need. I am angry because the boiler has been leaking for years but the engineers have denied it, so I tied a rag underneath to prove it. After 5 years of being serviced by a British Gas engineer and being okd at every service I now have a boiler that is severely underperforming and that I cant afford to have fixed. Great isnt it!

Thanks for the address. After the engineers failed to arrive for 4 different appointments in a row, the complaints department actually stopped taking my calls. Will be firing off a letter to the CEO.

THANKS FOR YOR HELP WITH ADDRESS WILL GIVE IT A TRY YOU NEVER NO!BEEN HAVING PROBLEMS FOR 3 MONTHS NOW FED UP OF WASTING MY TIME AND MONEY ON THE PHONE ON HOLD, PRESSING BUTTONS,LISTENING TO MUSIC AND LETTER WRITTING TO CUSTOMER SERVICE DEPT WHAT HAS LIFE COME TO! A JOKE IM SURE YOU WILL ALL AGREE! PREPAYMENT METER REMOVAL PROBLEMS WILL KEEP YOU INFORMED

Its worth a try! We've been without heating or hot water for 2 weeks! was told yesterday the engineer is on holiday til Friday and noone can access his locker for the parts that were "beamed" there on Friday! Was told that as a Homecare 400 priority customer it was better than no cover - I could be waiting til MARCH 2006!!!!???? Switched my energy supplier on Saturday - so there is daylight and warmth at the end of the tunnel! Was offered 1 months free homecare - ie ?24.25 Great hey!!!!

Interesting reading. Found this site trying to find a way to get British Gas to respond to various call and e-mails I've made regarding on-line payment. Being threatened with disconnection unless pay immediately - however they can't provide a statement of gas used to prove I owe the ?64 in question (as I disagree with meter reading), on-line payment isn't available and the telephone computer systems are down so they can't take my money or record that I called! May be a cold week-end.

waited in numerous times but no engineer called nor phoned me to let me know what is happening. i have just moved home and want pre payment meters changed. Told by customer services to phone a Company called "On stream" because it is their fault.They did not turn up either and state they cannot guarantee they will in the future, Any ideas please.

As a member of the British Gas Homecare Service I expected an immediate response when my boiler broke down. However after 3 visits from the engineer and numerous phone calls later I have now had no heating or hot water for 3 weeks. I expected the matter to be resolved yesterday but the engineer didn't turn when expected and no excuses or warnings were given. After 8 phone calls I have now managed to insist on the appointment to be rescheduled but only after refusing to hang up until the matter was resolved. We'll see if the engineer turns up next time ...

After writing the above entry, i wrote to the CEO, Sir Roy, about my situation. The letter was posted on 16/01, the following day I received an apologetic call from British Gas and two fan heaters for my cold flat. On 18/01 I received a letter signed by the man himself. I am very impressed with the response but it's a shame that we have to take things to the top to get decent service.

Most helpful. Also, I found on the BBC Watchdog website the following advice. This prompted a good response -- including a partial refund -- again a shame its necessary; but might be quicker than writing to the CEO:

"If you have a complaint regarding British Gas Homecare contact Helen Emms at British Gas Customer Relations.

Contact details:
3 The Square, Stockley Park, Uxbridge, Middlesex UB11 1BN
Email: hqcustomerrelations@centrica.co.uk "

See http://www.bbc.co.uk/watchdog/reports/home/home_20051108.shtml for the whole Watchdog report.

I moved into new house was in a 70's timewarp. Heating worked but very noisey. Got British Gas in and decided to go for update. New boiler new hotwater tank a bit of pipework. 2 days work 2 men. ?3207.00. Would have accepted it except bathroom radiator doesnt work now ? Had em back to check. O dear its on the hot water cylinder system not the heating. Give us another ?200 and we'll fix it. Who's been conned here ??

Very interesting reading the comments on this site. I have been trying to deal with BG since I received my November bill. First via the website on Dec 4, then followed up twice a week by email to house throughout December. First response was 4 Jan, asking for my account number, which had already been supplied. No further communication. Sent complaint via the website and several more emails. Still nothing. In the end, I sent a letter to an address quoted on my bill - that was 3 weeks ago, and I am still waiting. I have just received my latest bill, dated 6 weeks after the period it covers. Still nothing regarding my complaint.

I know someone who works for british gas and believe you me it is a complete shambles. Day by day it gets steadily worse. less and less staff more and more work. Left hand does not know what right hand is doing..... enough said.

We have just recieved a bill for a student house from 2002-2003 for over a thousand pounds, despite us paying all the bills and closing the account etc.....apparently these were all estimates....the man on the phone confirmed they couldn't even really tell what we had used and the account was a mess....they did an official meter reading half way through and didn't change the bill....what a sham! Complaint letter being compiled as we speak....great advice on here. Anyone dealt with energy watch?? Any news if they are worth it?

I tried Energy Watch back in 2003. They were pretty useless. However, they are the "official" statistics keeper, so you probably should drop them a line to keep the stats looking the way they ought to be.

Have now been without hot water and heat for a month, BG failed to turn up on two occasions, have not replied to any of our literally hundreds of calls, always promising to ring back, in your dreams.........
Have penned letters and e mails to everyone including CEO zero respose from anyone... HOPELESS..................

Sounds like the "power flush" - mine was ?750 - is a regular scam. Despite having a service contract, they wouldn't fix the boiler fault unless I paid for this. And guess what, a month later, no hot water again. Thankfully, I was just about to post the cheque when it failed again. I've written to the CEO. Lets see if he replies.

we have just moved into a new property this weekend and have found out that we have a pre payment meter, called bg and was told to phone a number to get engineer to bring top up card for us,(have small child)called the no and guess what? we cant do it cos previous owner has changed companies and is due to be set up in 3 days time. called the new company they say the same we cant give card cos its not valid until 28/6/06 when take over commences.
recalled bg (arrogant little shit) told him what was going on we got back sorry nothing we can do, asked to speak to manager and was told he was sitting at the side of him and refused to speak to us. got really wound up and kept asking to speak to someone higher got refused. was on phone over an hour all we wanted was someone to drop a card off so i could cook my daughter a meal.
am really angry the they just fobbed us off like this especially when they came knocking on my door asking us to return to them. no morals at all and the staff are useless.
now we just wait and see what happens.
didnt want a bloody meter anyway

When I switched over from British Gas to EDF my final bills included falsified and inflated meter readings and additional charges because of a falsified 'capped prices' account. I have irrefutable proof of this, yet I have spent 3 months fighting it out with B. Gas and Energywatch and am getting nowhere. Today I have created a British Gas Fraud website at www.peteloud.co.uk/britishgasfraud/
Check it out and pass on the URL. I want to see British Gas prosecuted for corporate fraud and fined millions and have to pay compensation to those who it defrauded.

This is all very interesting. My elderly in-laws have just had their boiler serviced and it seems only a new boiler could cure it. The next day another man came and priced a replacement at just short of ?5k. I have just had a second opinion which states that a new flue MAY be necessary but the British Gas report is not specific about the problem. I remember a report some years ago about British Gas engineers getting a commission for any new boilers they sold. Consequently boilers were being replaced unneccesarily. Does this still go on or are they rewarded for keeping our boilers functional?
If you can shed any light please do!

i would agree with most of the people on this site. about the customer service which is non existant spoke to 3 service assistants got no help from any of them i will be changing my gas to another hopefully better company

Yip all very familiar. Now been without hot water or heating for 2 weeks despite 4 visits from engineers who keep mis-diagnosing the fault. Now they reckon it could be the gas valve (?) which takes 2 weeks to order! Why! arn't they the biggest boiler servicing company in the UK? Don't they keep a supply of parts for common boilers. They all seem totally demoralised, depressed, grumpy and unhelpful, and seem to just take a iwld guess at what could be wrong until hopefully they'll get it right. We had alreday agreed to having the boiler replaced (at a cost or 3.5K) when it stopped working. The experience we've had of their level of (in) competency makes me wonder whether this is wise!

3 months ago, I complained to British Gas about my alledged use of power. I was advised to take a weeks readings to check the meter. It wasn't long before I realised my day and night meter readings were round the wrong way on the bill.
They had been in error over a year. This means I have been charged at the day rate for my greedy night storage heaters throughout the winter. I plotted on a spreadsheet my actual usage and I found British Gas owes me around ?800.00 for unit use I have not had
I telephone them and they advised me that I would be contacted by an engineer between 5 and 7 days to arrange a reading. Two and a half months later, I am still waiting for this call. I have phoned them almost every week for an update on my complaint and I get a different story every time. I found myself being bounced from one incompetent department to another. Two weeks ago, I was advised by a Manager(?) that I would not be sent the corrected re-issue of previous electricity bills as I requested, but I would be sent two statements and an offer to compensate for ?290.00. I advised this Manager(?) that British Gas owed me a great deal more than ?290.00. As it turned out, surprise surprise I was not sent these statements either. Tonight I have just received my latest bill and they are still making the same error with the day and night usage round the wrong way. To add insult to injury they also sent me an immediate payment demand with the ominous threat of further action if I failed to pay. This made me see red. I contacted British Gas a few minutes ago and (after speaking to 3 different people with the usual "whats your customer number sir" and my giving the usual details) they eventualy said I would be contacted by an engineer between 5 and 7 days time to arrange a meter reading (does this sound familiar?)
I have never known such an unbelieveably bad customer complaints system. I have so far spoken to no less than 9 customer advisers and two "line Managers". I was even passed to a bad debt desk during my last call to British Gas after telling the rep I was so not going to pay the bill I had just received. She seemed totaly unconcerned of my 3 month old dispute with British Gas. I am going to make sure I am available when this phantom engineer visits so I can turn all of my hot rings on full on my oven and push his nose up against my electricity meter and ask him which numbers are changing and which numbers are not. I have had more than enough of British Gas and their so-called efficient service.
I am currently sourcing another supplier but I fear they will keep the money I am owed.
I would love the TV watchdogs to get involved with my complaint. Its so disappointing when a company like British Gas treats its customers so shabbily under the apparrent belief they are beyond any accountability.

I received my gas bill in August which I paid through my usual means through EFT on my bank account. On 5th September I received a letter telling me that I would be disconnected unless the bill was paid.

So I called British Gas immediately, was put on hold for 15 minutes, then when the call was finally answered, customer services hung up on me. I called back after another wait, I was told that the system was down and customer services hung up on me.

I looked back through my account and realised what had happened. The customer account number on my gas account had been changed, without my knowledge and as it had changed from starting number ?11? to ?8500? I had inadvertently made the gas payment into my electricity account, which has always started with ?8500? So I tried again to call British Gas to clear up the problem and make sure the money was credited to the correct account. No answer.

So, I sent an email through house.co.uk explaining the situation, asking what I should do and asking for confirmation that the problem had been sorted. No reply. So I wrote again. No reply. And again. No reply.

I tried to call again. I was hung up on.

This morning (19th September) I received a further disconnection notice and tried to call again. I was hung up on twice, was given three different pieces of advice ? one saying that legacy would be able to transfer the money ? legacy hung up on me! And the other saying that the money could not be moved between accounts.

I?ve now been told that the money sat in my electricity account will be refunded, and when I have received the cheque ? within 10 days and represented it into my gas account, the problem will be sorted.

I?m afraid I don?t believe this will happen, the level of support, service and advice has been abysmal. It?s distressing to be threatened with disconnection, especially when you believe the money to have been paid. It?s bad organisation not to inform me of the change of account number, it?s unprofessional to hang up on people and not respond to emails. It?s expensive to waste time on the phone, only to be passed between departments and ended up having the phone put down on you.

I?m absolutely furious with this lack of concern, lack of information and poor customer service. I have never missed a payment or made a late payment. As soon as I realised there had been a mistake I did everything within my power to put the mistake right and I?ve been treated like an idiot.

I?ve now made a further payment into the correct account ? but have had to borrow the money to do so ? as I don?t believe the refund will be made as promised and I will not have the supply cut off.

I too am disappointed with the ridiculous customer service given by British Gas. I have sent several complaints to house.co.uk. The sight may as well not be up and running. I am still in an online registartion process. I have been in one since March? I have now moved companies but am still having trouble with British Gas. There customer service is by far and away the worst I know of with a big company. How have these cretins got the cheek to increase the money for power soooo much. I have NEVER complained about a company or goods in my life but this really has made my blood boil. Everyone I know on British Gas I am trying my hardest to change. It wont affect them much in the grand scheme of thihngs, but it'll make me feel a little better.

Other companies now offer similar "insurance packages" now so BG don't have a monopoly, whenever someone I pay for a service lets me down I simply stop payments and change supplier. If more UK consumers were prepared to take this simple step maybe we would enjoy the superior levels of customer service they receive in the US. Instead we'd rather moan and whinge about it ! Be proactive and change suppliers if you get bad service or you think they're charging too much...I'm with Powergen after moving from BG, lower prices and excellent customer service.

After waiting for a warmfront grant to replace our hot water boiler for 5 months during which time I had no hot water, the engineer they finally sent managed to flood our prepayment gas meter by connecting the wrong pipes! Therefore after finally getting hold of British Gas they had to come and replace the said meter. I wasnt aware I had to order a new card for the new meter and after a week and a half during which time we had to survive on ?10 worth of emergency credit which we now have to pay back, (I thought it would arrive automatically). After finally ordering a new card on the Friday I was told it would take 2-3 days to arrive. Consequently our gas supply went off late on Saturday. After ringing British Gas I was told as I have a young child under 5 in the house someone would be with us within the next 4 hours. No one turned up so now I'm sitting here on the phone for 40 minutes after having been told that "If you have no gas, please hold the line and you will be able to speak to a representative" Personally I don't think there is anybody there!
Also as the phone line is not open on Sundays what are you supposed to do if your gas goes off on a Sunday?. All this from a totally incompetent gas fitter who also managed to unplug a chest freezer under the stairs by the gas meter without me realising and ruined ?70 worth of food. Do not use AW FAIRHURST of Wigan
or some such woolly back place (sorry) for your gas needs(who keep promising to ring me back and never do)

Home Care service is a disgrace. I pay over ?35 per month for all services. Customer Service is non-existent.

10 days ago, I booked an appt for an AM call, took the morning off work and aftre a number of phone calls to BG, engineer eventually arrived at 4.30pm! Only then to tell met that he was allocated only 40 mins for a job and wouldn?t be able to do it that afternoon. That?s aftre he told me the reason he was late was that eh was at one job all morning!!

Apt was then made for AM, in 10 days time. Surely, we would be first on the list?

Again, took morning off work. BY lunchtime, no sign of BS, so rang them and was told it had been booked as an all day call - thats 8 until 6pm.

Two further phone calls result3ed in being told that someone from electrical services would ring me. Of course they didn?t. I was particularly inserted in how they were going to achieve a 3-hour job when the time was 5.15pm!

By 6.15 any hope of them attending had gone, so one more call to them and I was astounded to be told that they had been trying to contact me the two days previous, to reschedule the appt. Yet no on had mentioned this the 3 pervious times I had rung.

I requested that someone called Hanif ring me back that evening, as he was a team manager that I had spoken to during the day. Of course he didn?t.

I have no idea if and when they will ever come out to fix the problem.

Guess I can always ring them again today and be told that someone will ring me back!!

I am at war with British gas, last tuesday i was having trouble with my pre payment card so i rang them they said it was a faulty card and they would send a new one out today Tuesday 7 days on no card so i rang them again they have to have a credit card payment from me before they will sned a new a card!!! i have to pay because i have a faulty card!! and the best is they wont send anyone out to reset my meter from emergency til i pay for this card i have 89p left and 3 children under 5 yrs they said pay or you have no gas!!!!!! i have just swiched to another company who have told me they cant do that. But last month they added ?30 on to my meter from a 3 yrs ago coz my old meter was set too low!!!! no letter nothing they said theyd snet one but the letter i got was dated the day after a rang this compnay are a joke i now have to see if i can get money on my card to get it in to my meter other wise my children will freeze and i have no heating/hot water, Thanks British Gas. A bunch of W*nkers

I am a support worker for tenants with Mental Health and complex needs issues. Currently one of my clients is being bombarded with extremely threatening and intimidating letters regarding his so called unpaid bill. Latest one is a Tele Message threatening forced entry with the police, installation of a prepayment meter for which he will be charged ?325, disconnection and legal action etc. etc. All well and good if he owed the money BUT HE IS NOT EVEN THEIR CUSTOMER !! He has an "in credit" account with another supplier and the meter that British Gas have been taking readings from is not his! Despite numerous 'phone calls, usually after being on hold for up to 25 minutes, (which they announce almost with pride)and writing letters giving the same details over and over again, they have still not managed to resolve this situation.
My client suffers from anxiety and depression so this is really doing him the world of good.!!
I have been given names and extensions that do not seem to exist when I ring back, no notes appear to kept on the computers and all promises to " Look into it and ring back" are a joke. I have asked repeatedly to speak to someone to whom I can make an official complaint but to no avail.... if this is what it is like when you are not a customer how much worse if you are! If it were not so serious for my client it would almost be worth them disconnecting so that we could take them to court, for interfering with the equipment of another company, causing distress and forcing entry without cause. Any one got any addresses or names that might help ? Apparently I can only complain to Energy Watch AFTER I have exhausted British Gases own complaints procedures....which I can't get to!

I was distraught on Tuesday when an electrician from the homecare team came to do my electical check and condemned the wiring, Im a professional in my mid thirties but he scared the hell out of me, I had taken the morning off and agreed that I would take the rest of the day off as they said they could get a guy to come in the afternoon to quote me for a total rewire, come 4.30 it was starting to get dark so i rang the service centre to check he was on the way - obviously he wasnt as they had booked the quote in for today. fter 4 hours of balling my eyes out after I was spoken too like a was a piece of dirt and 2 days later still waiting for the manager to call me back, he turned up to do the quote - I am still absolutely fuming, but its nothing compared to what some of you have been through - So my Homecare 400 is getting cancelled tomorrow and im going with Direct Line and saving ?9 a month followed by my Gas and Electricity being switched to another supplier after 18 years of my business - they can all go and stick their rudeness and unprofessionalism up their backsides along with the quote for the rewire which is almost ?1000 more than a local electrician!!!!!!!!!!!!!!!!!!!!!!!!!

Am trying to close my account with British Gas. Problems due to having had a new meter fitted. Despite response from their complaints department that all had been rectified and new meter details noted, wont release monies owed due to fact still showing old meter details! Asked to be put through to Complaints Department - transferred to Mint Credit Card - according to Mint BG have wrong numbers printed in their offices and Mint are getting lots of calls!!!!

thanks went to energy watch they sent them a letter and me a copy and told them they had 14 days to resolve the matter with me or they would take british gas to court for me it all got storted and i even received an apology

just had new gas meter fitted yesterday and somehow money has disappeared from my meter and my card, engineer came out and said couldn't fix the meter as wrong sort of meter. Tried to get tho to customer service, got argumentative advisor who was supposed to send out an engineer, no call back, no engineer, spending weekend without gas. Could not get thro to supervisor either. Have contacted ceo having seen this thread and watchdog and energywatch.

Same complaint as many others. Sent incorrect estimated bill. Put correct readings on British Gas website. Ignored. Sent readings by e-mail. Ignored.Phoned. Received threats to disconnect me. Sent letter to Complaints Dept at Admail 3112, PO Box 927, London WC1V 7QZ by recorded delivery. Guess what? No response, just the threat of legal action. Do British Gas realise that it is illegal to harass and threaten people for money that they do not owe them? Will try writing to CEO British Gas

I noticed that no-one has said anything recently about whether writing to the CEO works. I've had a long running battle trying to get them to accept correct meter readings, by phone-calls, emails, and letters. Nothing worked, and I lived dreading the "form" which i was repeatedly assured would fix everything, but never did. I wrote to the CEO, it took about a week and a half but my account is now back on track with the correct readings and ?20 was credited to my account. Which I thought was a nice gesture until I realised that the bill is about ?20 more than it should be because of the length of time it took them to sort it out, or something. Anyway, at least it's fixed and I recommend writing to the CEO if you also start to fear the "form".

Have been with British Gas Homecare for years and have recently had renewal for Homecare 300 at ?21.20 a month, but on line it qoutes ?19.75. Phoned membership enquiries and was told this price was for NEW customers only.
Obviosly the price of loyalty costs more with British Gas.
Got no satisfaction, would not let me speak to a supervisor and was unable to give me the name and address or telephone number of any executive. Don't be put off by feeble excuses.
Phoned BG Trading Customer Relations Dept on
020 8734 8000 and spoke to John Standgroom who said he will sort it out to my satisfaction. Seemed very helpful.
Why do we have to go to these lengths to sort things out.
Will let you know if he does not sort it out.

Having some problems with British Gas over the issue of something as simple as providing me with replacement gas card.

They have told me to buy a replacement at a cost of ?8, fair enough if I had lost it, I wouldnt kick up a stink but when there card 'fails' I think its a bit rich for them to profit from the situation.

Mebbe I should just bypass the meter with some rubber hose and a couple of jubilee clips.

Homecare 300. The best they could do was offer a reduction of 83 pence each month.
This still means they want me to pay more than a new customer.
LOYALTY DOES NOT STAND FOR ANYTHING WITH BRITISH GAS.

SO I AM VOTING WITH MY FEET.
I SUGGEST YOU ALL DO THE SAME.

hey sent me a bill last week for ?80.99 for gas and ?889.82 for one month?s supply of electric. I have not been a customer for 6 years.They sent me a letter in February welcoming me back even though I had not requested this. I informed them them this was a mistake.
Now they are harassing me.

hey sent me a bill last week for ?80.99 for gas and ?889.82 for one month?s supply of electric. I have not been a customer for 6 years.They sent me a letter in February welcoming me back even though I had not requested this. I informed them them this was a mistake.
Now they are harassing me.

YES! Writing to the CEO at British Gas does work. I got the address from this website, fired off detailed letter, including all contacts with British Gas. Sent letter by recorded delivery on 24th Oct. They phoned me this morning 27th October. They assure me that they have sorted my account and will not threaten me any more. As a bonus they have credited my account with ?16!! Lets hope they really mean it. Only worry is that the person I spoke to was uninterested in the bigger issue, which is that BG is harassing and threatening people for money they DO NOT owe. That is illegal. Mentioned that in my letter, but no response on that point. Anyway please write to them at the Windsor address. They may get so many letters that they have to admit there is a problem

Helen lucky - sent my letter 20.10.06 - still waiting to hear!

they have left me and my 6 yr old son without gas for 4 days due to faulty metre i have spent 7 hours on phone no one answers when they do the customer service is appaling

Similar story here; BG are chasing me for an account THEY set up AFTER I had closed my account, moved house, and paid my final bill. Because there is apparently a shortfall in payment for gas/electricity used (even though they admit that they haven't read the meters since I left the property!) they have assumed my liability!

I sent them documentary proof from the landlord that I had vacated the premises when I had claimed, and they responded by asking me to BOTH prove that I wasn't resident during the period in question (which I have already), AND that I was WAS resident during that time!

What planet they are on, I don't know, but I'm being threatened with legal action over money that I cannot possibly owe.

I've received my latest bill from BG for Gas that suggests I've used twice as much gas over the summer as I did during the Spring. I asked them to check the meter and they said I had to take seven days readings, which I did. Interestingly the meter kept clocking up units even when I was away for weekends with everything switched off. One weekend it clocked up 125 units, that's 125 cubic metres of gas! The first two times I chased them for a response they said one of their "front line support team members" had to call me because only they with their specialist skills could take any action. They said this would take up to 5 days. After 7 days I chased them again to be told I'd been given the wrong information, it could be up to 28 days before they called me. Of course when I asked if I could speak with one of their frontline support people I was told they don't take calls from customers! Great! I was then asked to give my meter reading information again, and after much holding the line was told that my consumption was about right! Bullshit! They also told me the chances of my meter being faulty was 1 in 10,000. What an idiot! Statistically that means there are faulty meters in every town in the UK! Anyway, called again last week to chase it up and explained to them my meter had gone backwards by 60 units over the weekend; will they still dispute the meter's faulty when I start billing them for Gas I'm obviously pumping backwards through the meter!? Every time I call they're desperate to tell me that it'll cost me money if I have the meter changed and it turns out to be correct. Fine, just change the damn meter! They're just a bunch of total idiots at BG, When I asked one of their customer service team what a unit of gas was in cubic metres he didn't know! He started telling me they convert blah blah blah to get kWh blah blah, so i interrupted him and told him I already knew that but could he tell me how many cubic metres of gas there were in one unit, No! So I explained to him that 1 unit of gas on the meter was one cubic metre of gas. Where did he think 125 cubic metres of gas had gone over a weekend a couple of weeks ago while I was away? Had someone stolen it? It's enough to fill this entire bungalow with gas. And where did he think I'd got 60 cubic metres of gas from in order to make the meter go backwards last weekend? I know I like baked beans but not that much! The berk even asked me if I was running a business here, I told him of course I was, I had a gas turbine in the back garden and I was heating the whole street as well.

I have been having a long battle with BG as well, Trying to get money out of us for an estimated bill from an old address we dont live at anymore and after I phoned through the readings. They promised to re evaluate the bill but in the meantime they have sent it out to an external debt collection agencie after they promised that would not happen.

I hate them all bad customer service I have been cut off 4 times it seems every time I speak to someone I am back at square one. Also how many times do they have to "system update, computer says no" three times in the last 2 days! We are swapping suppliers asap.

I had a new gas meter fitted around June 06. I have not received a gas bill from BG since the beginning of this year. I have phoned them 5 times now to report this & each time I ring they say that they will report it & then when I ring a couple of days later nothing has been reported. I know that I am gonna receive a whopping gas bill & be expected to pay it immediately.

I own four flats plus my own house which are covered by BG HomeCare. On 23 Oct 06 I called BG because of a visible leak under the carpet near the kitchen door. BG plumber came and through his process of elimination he decided the leak is from fridge. I got a fridge engineer from a another company, unfortunately it so happened the switch in side fridge was in the wrong position and he said fridge defrosted and water was accumulating in the rear tray and overflowing. Three days later leak was still there and I called BG again. This engineer removed the plinth and found water leaking from a pipe. Due to saturation the wood underneath expanded and could not take out. Because two engineers unable to take out the fridge I called a local person. It cost me more than I liked, no haggling, no messing around. He removed the machine and also put it out side. If not for first BG plumber's negligence I would not have had this problem at all.
On 22 Oct 06 I call BG because this flat did not have hot water. The engineer checked the system and said one of the microswitch needed resetting. He did it. Two days later water was not heating yet. I called again, next engineer had a look, did something he said it should be OK. My tenant called me following day & said water is not heating yet.
My third disaster happened almost at the same time. In another flat the flexible pipe that connected to the copper pipe with a valve was leaking. Engineer came and and said he has to order parts and he can not get it until 24 Nov almost one month later. I protested,they sent two engineers since, valve is still leaking. I could have got that valve from Wickes or B&Q with in 15 minutes for around ?4 - ?5. All jobs are unfinished and nobody cares.

Even the simplest job needs two three visits. I wonder whether somebody is getting a backhander for
these extra work?

I am sick to death with the service from BG. I pay ?31.50 per month, for what? Had an engineer come out LAST november and told me I needed this 'powerflush' thing, that, obviously, I'm not covered for under my homecare agreement. They quoted me ?480. I couldn't afford to have it done and because summer was coming, they said it wasn't a necessity. August this year, had to call them back out, for a leaky overflow pipe. Told me I do need this 'powerflush' now (in the meantime, my monthly payment had been increased from ?24 per month to ?31.50). I signed the document, which is now being charged at ?580. They said someone would be in touch. I am still waiting. I have made over 17 calls to the call centre since august, to ask what's happening. I've spoken to managers etc and no one seems to be able to help. When BG did try and call me back, they rang my mobile for two rings and then cut off, so I didn't have time to answer - they did this 8 times! I have just written a firm complaint letter to Sir Roy today, so will let you know if there's any response - AS IF!!!

Hi, I just came off the phone from/to BG and I'm still very angry. Beginning this year my husband and I requested the change from a prepaid to a normal meter via email. A few month later we actually received a reply in which we were told that they are working on it, but due to the high demand..... High demand ???
Anyway, last week we received a letter telling us "It is important to inpsect the prepaid meter" so they would like to gain access to our property. Unfortunately their appointment did not suit us, so I rang them and after an amazing 20 min someone answered the call. A nice lady told me it would not be a problem to change the appointment, but with regards to the replacement meter they needed to speak to my husband as he is the account holder. We would get a new meter within 7 days after a credit check. About 5 min later my husband turned up and I him told the news. So he rang them again staight away and the automated voice told him about 20 min waiting time. After 20 min someone picked up the phone, talked very quickly and before he was able to say something he was on the waiting line again for another 25 minutes. Then he spoke to a gentleman for about 5 min who then wanted to transfer him to another department - bad idea. After a total of 2 HOURS & 23 MINUTES we gave up. We rang again, waiting time 30 minutes, and were told that after a the credit check we would get the new meter. Wow - now we thought everything was in order. Well - not quite. Coming home from work on the day BG given the initial appointment (the one that was changed) we had a card put through the door.
It stated that they called, but we weren't in so now, as it is a legal requirement they will apply at the court for a warrant to enter the premises. Yep - we rang them again and after 45 min waiting time (the automated voice promised 20min) the customer service did not understand why we had this card as it was clearly changed in their computer system! ??? So I stayed at home today etween 8am-1pm (I don't have anything better to do) and waited for BG. And guess what - they did not turn up !!!!!!! And when I rang them again to ask why they did not turn up (8 minutes waiting time) they told me that they don't any appointments outstanding. .... sorry words failing me

I thought it was just me that was experiencing problems with British/Scottish Gas (CENTRICA), who I get my electricity through. As I was being charged for economy 7 since 2002 after I had Gas central Heating fitted. I was under the impression that the Contractors/Housing Association/Scottish Gas would have noticed this irregularity, but apparently not.

After severe stressfull sessions trying to access their electronic answering service and eventually being flung back into the que or at worst disconnected, I had a slight relapse, and contacted their C.E.O. themn Sir Marc Claire, now it has changed again to Sam Laidlaw. Trying to get any type of answer from them is freaking me out, and I feel sorry for people less fortunate than myself who can't complain.

Is there anything we can do about this shambolic state of affairs with CENTRICA? Or should we contact our M.P.'s and get them to ask questions in the house of the extortionate profits that CENTRICA makes and the non-existent Customer Services that they provide.

After all said and done, it used to be a public utility owned and run by the state until it was privatised and the bloody capitalists starting ripping off the British public with their never ending Price Increases and extortionate profit margins.

Hang the bastards is what I say.......

One really pissed off customer.

David P Wadsworth.
David_P_Wadsworth@hotmail.com

Having had to chase the CEO's office after a 2 1/2 week wait for a response to his holding letter, finally received a response and then 7 days later my cheque to close my account.

However, am still waiting the same for their electricity, despite receiving final bill on 26.10.06. Rang on 10.11.06 - told 28 days. Rang again today, "sorry will send straight away", no mention of 28 day ruling. Service really is a sham - all depends on who you are lucky enough or unlucky enough to have answer your call.

I have heard that after changing domestic gas meters, then the gas bills rocketed. Has anyone else heard this? I believe there was a item on Watchdog about this several years ago.

Ive just recieved a bill from British Gas, Ive used only one unit in the summer quater and they have charged me £1.65 for one unit, Have rang to complain and query that and been told its right,, surely it cant be, i was expecting about 65p if it is right its disgusting, im in shock!!

I am glad I found this web page, having received yet another bully boy letter from British Gas regarding my electricity bill I felt I was going mad. The Gas bill is operating with suprising efficiency infact I am making over payments and the credit on this account is well above a six month average bill in London. The electricity account opened on the same day has been a nightmare. The billing system has failed as have the people managing the system to understand how to bill my address properly. After 10 phone calls at my expense and setting a direct debit, British Gas has still failed to bill correctly. Now they have sent a letter advising on court action and I have had enough. I will now insist they take me to court and I will defend my actions against their incomptence which appears to be in full public display. They have failed to answer a basic question- WHY would someone pay their gas bill and fail to pay their electricity account?? This has consumed my time and energy. I will also be seeking costs for the time I have consumed, so let's see....

The story of my own experience with British Gas is nothing new. My story is long and covers 4 months, from early Aug 2006 to late Nov 2006. This is the story of the ineptitude, bureaucratic minefield and sheer stubborness that I have encountered at British Gas. Franz Kafka woyuld not have written a better story. My story begins: I moved out of a rented property (electricity only) and wanted to finalise the electricity bill with British Gas so that my flatmate could continue. I paid a British Gas bill on 13 August, by debit card. This was a red reminder. In fact, we had never received the initial bill. But this is just an aside. On 14 August I called in a meter reading for the final outstanding meter usage not covered by the bill I had just paid. I spoke to one of their employees. I paid the amount by debit card. The employee assured me that the payment was now made and the account would shortly be finalised. I checked our online account a week later on on 22 and 23 August. No credit showing. I checked my online bank statement on the same two days. The payments I had made to British Gas ("BG") were listed on bank statement as being debited from my account and paid to British Gas. I called BG on 22 August. BG said the final payment not received. BG said they would "look into it" and would call me back that day. No response. I called BG again on 23 August. I went through the same explanation again. Again BG denied they had received payment, and this time insisted it was either my bank's error or that it would take 7 days for the payment to be credited (this is utter rubbish, and just a holding bluff). I spoke with my bank on the same day. My bank confirmed that the disputed payment was made to British Gas - so far as the bank could tell and were concerned, the bank had sent the money to British Gas - end of story, I had done my job. I then called BG again, and went through the same explanation (it seems they do not seem to keep records of customer phonecalls. Stupid but true). BG said they would lodge my query/payment as a "missing payment". It is worrying that it is a normal occurrence that they even have a form and a term for it. Anyway, still no response from BG in the meantime. On 6 Sept I received a red reminder from BG to pay the very same amount which I had already paid and which was in dispute. This despite my various phonecalls to BG, stating that as far as I was concerned I had paid. My job done - it was now their error