Once again British Gas's customer service reaches a nadir which should shame any modern FTSE 100 company. This is 2007 for crying out loud, not 1907. A rant follows, so do feel free to go and read something more entertaining now, if you wish. If you've suffered at the hands of British Gas, you might want to read on ...
I am supposedly billed quarterly for my British Gas supplied electricity, but rather bizarrely have received bills in January and February this year and am also due to receive one in April. Clearly not that happy about paying three quarterly electricity bills in little more than one quarter, I girded my loins and 'phoned the British Gas call centre in Leeds.
I spoke to a woman called Danielle there who after much brick-walling agreed that being billed in January and February for electricity was incorrect. She said the February bill was to collect electricity used above and beyond the estimate of my last January bill. I said I'd be happy to pay this at my next quarterly billing point in April. She agreed, I gave her a correct meter reading, she canceled the bill and assured me I would receive no follow-up.
Of course I have received follow-up, chasing the canceled bill and threatening to cut off my electricity a day before I go on holiday. The response from British Gas on calling this morning - pretty much 'the customer is always wrong'. While Richard there agreed that it was very odd that I had been billed in January and February he said it was tough, I'd just have to pay up anyway. I asked how this situation could be resolved, he said it couldn't. I asked to speak to his manager, he said it was British Gas policy not to put customers through to managers. He reluctantly spoke to his manager on my behalf and returned to say his manager was of the same opinion i.e. it's tough, pay up and wouldn't speak to me or seek to resolve the issue.
I was finally given an address to write to with any complaint. My concern is that by the time the labyrinthine corridors of British Gas customer service get around to responding, I'll be without electricity.
I have the name and number of someone to call from a previous problem where British Gas charged me three times my normal electricity consumption for one quarter in error. I'll give him a call and see how things evolve ...
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