To wonder how British Gas can get away with this

[Peppapigforlife]

I was on a fixed rate tariff set to end in June. I moved house. But before I moved house I notified BG and their notification page said my products would come with me. Problem solved.

When I got here the property had pay as you go meters and only the gas one switched over to credit, for some reason. But I noticed on my online account that I was now in a standard tariff which was more expensive than the one I had been on.
I called BG, they transferred me to a department who moved the electric meter to a credit account but then she said you need to choose your tariff. When I said "No, I want to go on my tariff that I had signed up to until June" she said she didn't know what I was talking about and then read out the prices of the new tariffs. They were double what I was paying.
I know prices have gone up but I thought I was secure until June when I could hopefully improve my financial situation or save a little (single mum to a toddler with minimal childcare available in my area).
In the end I stayed on the standard (non fixed) tariff as it was only a few pence per kw more than my previous tariff but I'm scared because I know they're set to go up.
The website DEFINITELY told me not to call to submit my house move and that my products would come with me but the lady started saying she couldn't do anything if I had created my account online.
What can I do to complain or get this sorted? I'm really so drained to be chasing up different departments. Shall I switch suppliers? Can anyone recommend one? Keeping it on the standard rate means no exit fee at the moment.
Shall I just pay what I was paying before and let them take me to court? I know my bills would have gone up in June anyway but at least I would have had time to save. To put it into context she gave me a completely different estimated use as well (said she couldn't see my old actual usage) and moved my direct debit payments from 32 a month to over 70 just for electricity. I'm going to cancel the direct debit once it's activated. I get about £600 in income for both me and DD.

Dod you go online and tell them your moving dates and that you wanted to stay on your existing tariff.

You will not be likely to find a cheaper tariff as the SVR tends to be the cheapest rates due to the price cap.

I'd raise a complaint with BG

By products, it sounds as though that means your gas/elec. As in, they've taken over the same supplies that you had with them at your new home. I don't think their tariffs transfer when you move home. If you have the confirmation of when you signed up to the tariff you can check the t&c's or there is a section on their website to find the particular tariff and look at the t&c's.

Yeah I told them moving dates and that I would like to stay on my tariff. I did it in advance. It said not to call the company. How do I raise a complaint? Email or call?
What's the price cap?

There should be a complaint page on their website, i'd log it and see what they say.

www.britishgas.co.uk/complaints.html

"When you move home, you can usually take all your British Gas products with you. Just tell us what you want to take when you give us your move date. You can stay on the same tariff or choose a new tariff if that suits you better."

I just double checked and it says this.

Their website suggests you can remain on the same tariff.

You can complain on their website.

Definitely quote that when making the complaint then, I'm sure they have a way of getting it added back on you probably just got through to someone who hasn't a clue.

[quote Bluepop09]www.britishgas.co.uk/complaints.html[/quote]
Thanks @Bluepop09 have you ever used this and gotten a response?

No I haven't, sorry, just found it on their website. Fingers crossed they get it sorted for you!

@Bluepop09 thank you! I'm still yet to receive a response from O2 fraud team about someone opening an account with my details so I'm tentative about any corporation responding!

I don't know if it's possible to keep the same tariff if you're switching from direct debit to PAYG meters?

AFAIK all PAYG meters cost more to run, don't they?

@fairylightsandwaxmelts they changed the gas to a regular meter and the electricity one is set to change itself tomorrow.

I'd raise a complaint but also call again and speak to someone else. It's a bit of a lottery sometimes with customer services.

I'm just online using the chat service to try and sort it. At least they can't talk over me here like the lady did on the call.

If you can’t get anything out of British Gas you can escalate your complaint to the Ombudsman but iirc you need to give them something like 8 weeks to respond first

www.ombudsman-services.org/sectors/energy

Been on the online chat nearly an hour now. Been transferred twice and the third person cut me off halfway through. Now I'm making my way back up to a new person from 46th in a new queue.

BG are a nightmare. They overcharged by by overlapping the billing dates - one month was charged until the 31st, the next billing period started the 26th of that same month, so an overlap of 5 days. It took hours to get through to someone to make a complaint. They eventually refunded the difference but no apology.

Considering the rates right now, that five day overlap was insane. I ended up getting about £60
Back.

good luck...took my aunt 8 months of letters and calls and emails to sort her BG issue....awful company.

Chat just crashed. I've given up.

Definitely argue it I’ve just done the moving house thing and it even says on the confirmation that my tariff will stay the same.

Can anyone recommend a better and cheaper company than BG?

There are better ones with regards to customer service but unlikely to be much cheaper as all the cheapest rates will be very similar as they will be the SVR that has maximum prices per kWh covered by the price cap. There are no cheap fixed rates

Raise a complaint and don't settle.. They'll have to deadlock it and then you can take it to the ombudsman which will cost BG a lot of money so they should cave in.