They are not taking our complaint seriously and its like banging our heads against a brick wall - does anyone know any magic trick to make them pay attention and deal with the complaint?
Our storage heaters didn't work so we got an electrician out who said they did work, and surmised that the meter needed to be looked at by British Gas - they came out and replaced the meter however they didn't do it right so we had to call the electrician back out. Then back and forth between electrician and British gas engineers. It turns out BG didn't install the meter correctly and didn't switch on economy 7. In all we have lost over £30 in credit off the pre payment meter and the electrician has cost us £100 - phone calls from mobiles as we don't have a home phone, another £30 or so, plus leave taken from work to meet all the various tradespeople.
Complaint went in via email a month ago and on contacting them every evening for the last 3/4 days, have finally managed to get to speak to a manager in the contact centre who said all she can do is raise a task to the complaints/compensation department, who apparently do not have a single phone in the whole office, and they will take 7-10 working days to get back to us - potentially another two weeks and then we will be at Christmas and money is extremely tight - we don't have the money to just pass up the £30 we have had swallowed up by the meter and were promised back by British Gas. Plus the electrician hasn't been paid in full yet. Its causing us quite a lot of stress! My DP has just spent about an hour on the phone to a manager there and just went round and round in circles - eventually extracted a vague promise of a callback - the 4th or 5th callback we have been promised.
So, how do we get them to deal with the complaint and take it seriously - we need to pay our very patient electrician and BG told us before we called him out that if it was their fault they would reimburse us and for the lost credit - now they are ignoring us!