(Posting here for traffic!)
Can anyone help with details on how to successfully raise a complaint with British Gas?
I called on the 13th to request a partial refund of the credit on my account, advised this would take 3-5 working days.
I called back on day 6, due to not having received a refund and was told there had been a system issue; I should’ve been contacted to advise there would be a delay, they were really sorry and it’d be another 2 working days.
Those 2 days have come and gone, I’ve called again to chase up to be told there is no record of me requesting this be done. They’ll put the request through and it’ll be 3-5 working days.
This time I’ve admittedly lost my patience and advised that I require a same day payment, BG claim that they don’t have the facility to do this which is absolutely laughable.
I spoke to a manager last night (finally) who agreed to send me a same day payment of £1000 as that was the limit they were allowed for same day payments; but that the rest would be 3-5 working days. I said no problem. He then put the phone down on me after agreeing this solution, presumably because it was 6pm and his shift was now over.
I’ve called first thing this morning, and been told that the request has been put through today, 3-5 working days AGAIN.
I’ve advised them that I am on holiday with my toddler as of tomorrow and needed this money in my account when I requested it initially for this holiday (I don’t think that’s unreasonable given that it’s a simple request and my own money!?)
I’m still waiting on two manager call backs both advised would be within the hour, one was requested yesterday at 09:30, the other today 10:30. Neither have rang. I was blind transferred twice to the incorrect departments who couldn’t help me at all, I’ve called no less than 11 times to have this resolved. I’ve requested the complaints team call me, no response from them. One advisor (last one I spoke to) even blatently lied, he had me on mute and hadn’t realised he’d taken me off it, I overheard him say I’d get the money on Wednesday next week; then when he come back to me advised that it would be Tuesday next week!? I’ve asked for a FOI request, the advisor didn’t know what it was in order for me to provide the request in writing.
Does anybody have any idea where I can go next with this because unsurprisingly, I very much so doubt that my refund will be with me next week when they’ve now said it will.