16/2/02 - My partner and I moved into our new accomodation
which is rented.
26/2/02 - We received a bill from British Gas ( B.G.) who
were requesting a payment of just under £300 from the previous
tenant. I telephoned them and spoke to an Adviser called Belinda,
who took details of our recent re-location into this property
and noted that we were not responsible for this bill, She assured
me that we would not be cut off from our gas supply and if I could
send them details of my previous address she would then do a credit
check and set up an account for us. That evening I wrote to B.G.
with the address of my landlord to perhaps aid them in chasing
the previous tenant. and also included two proofs of ID of previous
address.
6/3/02 - B.G. sent us a letter stating they had receive
my letter and documents.
7/3/02 - B.G. came into the grounds of our house whilst we
were at work and removed our meter.
8/3/02 - I telephoned B.G. about 5 times on this day. I
was told they HAD NOT received our documents I was asked to fax
everything again, and then they would do a credit check. I complained
about the cold affecting my breathing due to being asthmatic and
I was told unless I provided a medical letter I could not be put
on an emergency appointment.
9/3/02 -I went to my Doctor at 9.30 am and obtained a letter
stating this situation was detrimental to my health. I faxed it
to B.G. and called to say that it was at the fax machine. I called
them again 2 hours later and they confirmed they had received
the letter but I had not been put on emergency. I would be now
and someone would call before they closed. This was a Saturday
so B.G. close at 1pm. At 12.45 I received a call saying it had
taken to long to sort out, for which I was inadvertantly blamed,
then told someone would call Monday. We froze the whole weekend.
11/3/02 - I eventually received a call that evening at
8.15 pm after calling for most of the day again, and the adviser
told me that they still could not get me an appointment, but my
credit check had been unsuccessful, and therefore I would have
to have a prepay meter. I disputed this as my Landlord does not
allow them, and they said it was nothing to do with myself, but
that particular property had to have a prepay. I couldn't understand
why if they had taken out a quaterly meter.
12/3/02 - Numerous calls were made to B.G. but to no avail,
still no appointment.
13/3/02 - They came to fit the quaterly meter in the morning,
so my Sister had to take time out of her schedule to stay at my
house whilst we were at work so the meter could be fitted.. The
engineer who fitted it was grumpy, rude and couldn't understand
why the original had been removed.
B.G. kept me waiting a week for an emergency appointment.. I
have spoken to about 14 advisers, many twice. All but one were
obnoxious, rude and arrogant. They never let me finish a sentance
and always spoke over me. A billing manager, Barbara Warren was
helpful but as it was not her forte should could not do much for
me. I was refused a manager twice, once by Shirley and once by
Linda. It did not matter if I lost my temper or spoke quite calmly,
I still received no help at all. I managed to keep my temper until
the 12th call, by which stage is was getting too much. I have
written two letters of complaints in as many days, I wonder if
I will receive a reply? Many thanks
Link to Other British Gas Complaints
A Right of Reply email has been sent.
update on 2 April 2002
"I was contacted last week and B.Gas have offered to install
a quaterly meter and waive the credit check or deposit. They also
offered some compensation. However I discovered over the Easter
weekend that they have been removing credit from our gas card for
the previous occupants debt!!!!Will British Gas ever sort it out?Many
thanks..Nicky"
