British Gas

[gonnablow]

How are this incompetent, unprofessional, shower of arseholes still in business?

Almost 6 hours wasted today, right before Christmas, because they are fucking ridiculous.

Can't even be bothered going into any further detail of the latest saga with them. Just looking for some solidarity.

They are beyond shit, aren't they? It's not just me?

I agree. And whats with that fucking nonsense about hiding behind the internet and not talking to any customers?

How did you even find a number. I have to keep
Clicking on the chat option until I get through to someone. It's ridiculous but still better than Scottish power

Dial 0330 - FU-CK-WI-TS

Or 0300 100 0056 if you've got time to waste being pissed about by them.

Oof, I feel your pain, @gonnablow although I don't think it's just BG at all.. most big companies seem incompetent lately.
My sister's just told me that she's had a water bill for £248 (normally about £70-£90) the telephonist said maybe the previous ones were estimated? The same thing happened 2 or 3 yrs ago, sis has told them she's not paying & they can come & read the meter, & to make sure it's HER meter & not her neighbours with 3 kids.. ;-)
They said maybe she's just used more water? She said there's been a hosepipe ban, no watering the garden or cleaning the car.. sigh!

It's DEFINITELY not just you..

Because they are ripping people off for millions and making a huge profit from our misery.

I 'won' this year but it's been a long hard road and ended up at the ombudsman. Absolutely appalling customer service.

Just you. Never had any problems in all.my dealings with them.

the response I got from them when I tweeted after being on the phone for 3 hours

Yep same - they used to be ok but not nowadays - sat in today for scheduled boiler service - did they come - no, did they call - no
Not everyone works from home some of us are self employed so no work no money but they do not even have the courtesy to call that they cannot come not that it is ok to not come
I will not renew my Homecare with them

I have home care and usually I book my service online but it keeps telling me to ring them so I will leave it for now. They are particularly crap in the winter probably because they also have the boilers to deal with as well which other energy companies don't have. The energy side is crap too so is the app which doesn't show my energy use.

Similar to me today. Not for service, but smart monitors. Just the latest in the list though.

Worse than useless.

And the last 'manager' I spoke to prior to todays shambles, left me a voicemail by accident. So I got to listen to her telling what I presume was a trainee, how to take the absolute piss out of people making complaints. Cue lots of laughter. Then how to tell the the customer you're logging their complaint and proceed to batter lumps out your keyboard, making sure you've put your mike down for effective. More hilarity. Then 'hello... hello', on hold, off hold, when she realised she hadn't ended the call. Only to somehow call me by accident a second time.

Spoke to the same fool again today and she couldn't even tell me the address for a written complaint. Told me to google it as she didn't have it.

Disrespectful, unprofessional, and downright stupid.

So after some especially poor customer service In February 2022 I got so frustrated I cancelled my Homecare.

Except after paying an independent boiler guy this week, I discovered they hadn’t even managed to cancel my Homecare 😏

So I’ve been paying all this time.

My last dealing with them, the guy on the phone wouldn't answer any questions because 'he was going home in 20 minutes'. I made sure I dragged that call out for 20 minutes but was still none the wiser once I had finished!

The last phone conversation I had with them included them telling me I don't have gas in my house

I politely asked them what was coming out of my job & they actually said they didn't know for sure but it def wasn't gas

FFS

Blimey. You win my thread 🤣

They are horrendous! It's mostly caused by the new CEO firing and rehiring hundreds of employees. So now they are short staffed, under paid and low morale. Customer service is just shocking. Most of their experiences staff left and now they have a huge turn over of staff.

They tried to employ engineers and no one joined as they are so awful, they tried to train up staff but many leave before completing as it's so toxic.

However they are making huge profits on the back of this energy crisis so the shareholders are happy.

Customers are treated with the same attitude as staff. It's awful. They just don't care.

Complain and make sure you escalate the claim to the ombudsman.

I can't stand British Gas, if we weren't tied to a fixed term until May we would have changed provider. They messed up our gas & elec accounts when migrating them to their "new system" which involved multiple times cancelling direct debits and not recording usage anywhere. I still can't find my usage for Aug-Nov accurately on any of their websites/app. Then we had an issue with a smart meter (broken during their install of an ev charger) and they replaced them but then couldn't connect them and we had to wait two weeks for them to try again, so no record of usage again. It still doesn't appear to send our elec usage now. We appear to be massively in credit and yet I know we aren't but have no clue what our balance should actually be. And their customer service is absolutely appalling, waiting ages on the phone to reach an outsourced call centre who can't even access the data for the account, as they don't have access to all the systems, they then transfer the call and you have to wait all over again. I get so stressed anytime I get an email from them as I dread what fuck up they have made next!

I could carry on for ages

We went back and forth for about 2 weeks arguing with BG. When they finally conceded we do have gas in the house they insisted it was with SSE as that's who provides the electricity. Two weeks later they finally conceded they were the provider. Everyone I spoke to was in an overseas call centre and my record was over 4 hours on the phone to them.

They've finally taken the 'useless provider of the year' award that I have previously awarded to EDF for the past 3 years, though!

I'm not with British Gas but had a problem with another big energy company recently. Same thing - customer services was a joke. I tried email, Facebook, Twitter, calling, online chat, tried them all. Each time I had to explain the whole situation again, then be told something completely different, then told it would be escalated and I'd be called back (I never was).

I emailed them through an organisation called 'resolver', it's a free service. I was called the next day by a person in this country, who gave me their name and has been put in charge of my case to solve
It.

Resolver also worked for me with a big high street company who claimed they hadn't received my return and refused to refund me, even though I'd used their returns QR code at the post office and got tracking information showing they'd received it. This company no longer has a call centre and I was getting nowhere for months. When I got in touch with resolver, I had my refund 24 hours later.

Worth a try.
I don't work for resolver.

Had nothing but bad experiences with them too. Not with them by choice!

Before the energy crisis, I didn't have any complaints about them.

I love their APP, since the crisis I haven't been able to get through to them, it just says 'we have no operators available now' or some such.

Fortunately for me, what I wanted to speak to them about is a minor issue & I can just leave it, but I can imagine how frustrating it must be if your issue is important!

matalan are my dickheads of irritation at the moment! I ended up speaking to a customer services rep in South Africa today. Nice bloke, but they were having a games day in the office, loads of shouting & screaming! He couldn't do anything to help, I have to go back to the store (40 minutes away) and hope they can sort it out. 🙄🙄🙄🙄 they took my payment twice, they WILL be sorting it out, but I'm pissed off I have to go there in person.