B. Gas prepay meter fiasco

[Hurricane Puffrose]

Re: B. Gas prepay meter fiasco

v Compensation if your gas is cut offIf your gas supply is cut off because of an
unplanned gas interruption, it will be restored
within 24 hours. For every complete 24 hour
period without gas you’ll be compensated
as follows:
• Domestic customers: £30
• Non-domestic customers with annual
consumption less than 73,200 kWh per
annum: £50 up to a maximum of £1,000
• Non-domestic customers with annual
consumption above 73,200 kWh per
annum: alternative compensations
are made
These do not include interruptions resulting
from damage caused by a third party.
Your complaints are dealt with
in good time
The Network Operator will always deal with
complaints as swiftly as possible. If you
complain in writing or over the phone,
they’ll respond to your complaint within
10 working days of receipt. However, if
a visit to your premises or more information
from a third party is needed to sort things
out, they’ll send you an initial written
response within 10 working days to
explain the situation. They’ll then give
you a final response within 20 working
days of your complaint.
If the Network Operator fails to do this on
time, you’ll get a payment of £20 and an
additional £20 for each succeeding period of
5 working days thereafter, up to a maximum
of £100.
Getting you back to normal
after pipe work
If your Network Operator needs to replace
or re-lay your gas pipes, they’ll make good
your home or premises within 5 working days
of completion of work. If not, domestic
customers will receive £50 and non-domestic
customers will receive £100 compensation,
plus the same amount for each period of
5 working days that the work is delayed.
Map of Gas Network Operators
Scotland Gas

http://www.britishgas.co.uk/pdf/look..._are_doing.pdf

[gwenlillian]

Re: B. Gas prepay meter fiasco

Hi - had a call from a British Gas office, I think it was passed from Kathryn White to another, and they have offered me £16 for ten day to fix boiler situation, plus £50 for no heating at the time. Everything else is still outstanding in terms of having no essentials of social tariff, adding late payment fees, having no warrant at time of meter exchange, having made no visits to me as per the Code etc. I have been working out my figures, now I see that the gas costs 45p per hour, plus 50 p day arrears (3.55 wk) that will make my bill £1820 a year, with less than 200 of that going to arrears, and this is for 10 hours usage in any 24 hour period. My energy costs will be £65 per week out of child benefit and JSA of £102 p.wk. Trying within that to keep the phone/internet on for job research and applications, food, Anglian Water gone into court now for £169 bill plus legal fees, car repossessed already (long story of secret commissions) estate agent fees for not selling house! - (another way out thwarted) school wanting school trips and uniform money, Nationwide trying to claim charges against a cancelled direct debit that they were told was cancelled but charging me as the insurance company called for the money, have racked that up with interest to over £300 so will see them in court about that one if I have to, then I have to keep bus fares money, so I am totally up against it and presently see no way out ever. The gas meter is also using £5.04 per week when the gas is off! - that's £262 per year but BG wont look at it unless I pay for the visit.

[alham]

Re: B. Gas prepay meter fiasco

Hi, you need to contact CAB urgently. May be debtline can help- if I understand it correctly you own a house - if you are not careful you will be forced to sell it to pay these relatively small amounts (I know, cash flow problems always get us). Have you sent a copy of their letter to ombudsman yet?

[wales01man]

Re: B. Gas prepay meter fiasco

Having read your ordeal im thinking its now time for legal advice most solicitors will give a fee consultation as good as the advice on here is legal help should be better advised keep on here as many will support you if you carry on like this it will escalate into something worse ,
No one when they are down should be kicked in the teeth like this lady has the woman at british gas should hang here head in shame

[gwenlillian]

Re: B. Gas prepay meter fiasco

Hi - I had an appt for CAB to ring me but at the time the call was due I was stuck on the phone to BG with a guy who kept going away to find the answer to each question I put to them and after an hour of that I was no further forward. However, luckily Consumer Focus have been in touch with me and they are now getting involved. Have sent them the details, and haven't sent to Ofgem as yet as I am still trying to get into my online account with BG to get the details of the meter tariffs etc but cannot access it even though I used to be able to. Asked BG to sort that out last week but nothing from them at all. So, I'm wondering if I should see what Con. Focus can do before sending out to Ofgem, and, have had a form from BG re making a SAR, but they still want ten pounds. Thank you for keeping up with me.

[wales01man]

Re: B. Gas prepay meter fiasco

Good luck maybe they can all help hopefu;;y Bg sees sense and pays for there failures and over zealous attitude to a debt i owed BG 5 grand when i gave up my pub when they hassled i told them to PEE of and never paid the reason for the large debt was there failure to read the meter properley when i first tried to talk to them all i got was u owe the money pay it or we will do this and that seems like they are still the same i will follow this and hope ther is a satisfactory conclusion for you

[gwenlillian]

Re: B. Gas prepay meter fiasco

Hi and thanks, I have a letter from Consumer Focus which explains their role in helping vulnerable people with their complaint and they will get back to me. I have asked BG again to allow me online access to the account but still nothing from them - 6 days and counting.
I posted B.Gas behaviour in 'another forum' which is intended to alert others and here is a reply I was sent on that, thought you would like to see it:
"Let me guess?

As pointed out elsewhere you have an awful attitude to your responsibilities.

You owe an energy provider money but you want to hang onto ANY little thing that makes you feel less of a thief?

Seriously, man-up. You have been sent loads of letters before it got to that stage. Stop trying to claim my former employers are the Devil, they aren't, they just want payment for what YOU HAVE USED. They are a business, they aren't a charity.

You not paying and trying to duck and dive (this thread sums it up) pushes the bills up for decent payers like myself. If you cannot afford gas or electric then sit in a cold/dark house and stop dipping in my pocket."

What a horrible person. I'm glad I didn't see this the other day when I was really down. Seems it has been removed now by the site but there is another and it is funny to see that this person is BG former staff, rather confirms the attitudes then. Off out to buy more gas...

[alham]

Re: B. Gas prepay meter fiasco

Hi and thanks, I have a letter from Consumer Focus which explains their role in helping vulnerable people with their complaint and they will get back to me. I have asked BG again to allow me online access to the account but still nothing from them - 6 days and counting.
I posted B.Gas behaviour in 'another forum' which is intended to alert others and here is a reply I was sent on that, thought you would like to see it:
"Let me guess?

As pointed out elsewhere you have an awful attitude to your responsibilities.

You owe an energy provider money but you want to hang onto ANY little thing that makes you feel less of a thief?

Seriously, man-up. You have been sent loads of letters before it got to that stage. Stop trying to claim my former employers are the Devil, they aren't, they just want payment for what YOU HAVE USED. They are a business, they aren't a charity.

You not paying and trying to duck and dive (this thread sums it up) pushes the bills up for decent payers like myself. If you cannot afford gas or electric then sit in a cold/dark house and stop dipping in my pocket."

What a horrible person. I'm glad I didn't see this the other day when I was really down. Seems it has been removed now by the site but there is another and it is funny to see that this person is BG former staff, rather confirms the attitudes then. Off out to buy more gas...

Ignore crap like above - probably a banker who's Christmas bonus fell below seven figures. Please make sure that you keep all your payment receipts - when BG finally sort out the mess you will have to claim interest. Hope you can heat your home at the moment - keep us posted of your progress, if required I have a bit of time now and in the mood for some nasty letters.

[Hurricane Puffrose]

Re: B. Gas prepay meter fiasco

I know this isnt going to get your money back but I am concerned about you going out in the cold to top your meter up.
Do you know about BG's home top up service? i have it and can top up at home online... you need internet explorer and to ask for a card reader, but its REALLY simple.

Hope this works for you and helps a little

[gwenlillian]

Re: B. Gas prepay meter fiasco

Hi, thanks but I requested that the same day the card came, being the 21st Nov, and still nothing. Meter fitted 19th and to date have used £75.00 in top ups and now it is off again! Last top up was 8th Dec of £20.00. Another cold night ahead. I am fed up to the back teeth with this outfit. I still have to pay them the ten pounds for the files or they could damn well let me access my own damn account. I feel like screaming. Nothing from then re access online, nothing at all. I can't stand much more of this.

[alham]

Re: B. Gas prepay meter fiasco

Any news from Consumer Focus? Have you contacted your MP (remember to mention incompetence of Consumer Focus if they are still not in touch with you - they were set up to help people in your situation).

[gwenlillian]

Re: B. Gas prepay meter fiasco

Hi - Consumer Focus have written to BG and they have, today, telephoned me to say that they are investigating but will not get back to me 'til Monday. In the interim I have had another communication from Kathryn White, this is the person who responded from the Mr Bentley Office. It doesn't make sense.

The Tier One rate applies to the 1^st 7.34 kWhs of gas used every day the 1^st 1.972 kWhs of electricity. Then the price drops to the Tier 2 charge. Full details are available on our website www.britishgas.co.uk. If you have any further problems with the pay-as-you-go meters there is a freephone number available 24 hours a day 0300 1000 303 (free to call from mobile phones) or 0800 048 0303 (landlines).

If there is a leak on the meter please call the emergency number 0800 111999 immediately and an engineer will call come out straight away to check it. A very small leak would result in a very strong smell of gas and would not be easy or safe to ignore.

As for: if there is a leak - I can only go by what I have been told especially regarding being charged to check it. ho hum
I still can't get an answer about the deductions going out of the meter more than once a week, or for more than the £3.55 and I cannot find a way to see a proper account of all credits (top ups) and deductions by the meter, regardless of when or in which zone. The meter screen will only show the very last credit made. I have kept all my tickets from the shop and still waiting for the USB device to top up at home and to access my account. Cost so far: £96.00, and counting.
Will keep you posted.

[alham]

Re: B. Gas prepay meter fiasco

Hi - Consumer Focus have written to BG and they have, today, telephoned me to say that they are investigating but will not get back to me 'til Monday. In the interim I have had another communication from Kathryn White, this is the person who responded from the Mr Bentley Office. It doesn't make sense.


As for: if there is a leak - I can only go by what I have been told especially regarding being charged to check it. ho hum
I still can't get an answer about the deductions going out of the meter more than once a week, or for more than the £3.55 and I cannot find a way to see a proper account of all credits (top ups) and deductions by the meter, regardless of when or in which zone. The meter screen will only show the very last credit made. I have kept all my tickets from the shop and still waiting for the USB device to top up at home and to access my account. Cost so far: £96.00, and counting.
Will keep you posted.

What is she on about? Your bill should consist of : standing charge - about 25-30p per day PLUS usage per unit (kWh for electricity; ft, meter or kWh but most will be converted to kWh anyway) with charges about 4-8p per unit Gas, 11-20p per kWh for electricity.

[gwenlillian]

Re: B. Gas prepay meter fiasco

Hi - I thought gas was measured in cubic metres or something not kilowatts? My queries to them are all about the gas.??

[alham]

Re: B. Gas prepay meter fiasco

Depends on the meter - m3 or ft3 will be converted to kWh using formulae: reading x 2.83(if in ft, otherwise omit) x 1.02264(volume conversion factor) x calorific value ( varies on the daily basis, around 40) / 3.6 to give the number of kWh. For example, I estimate that I use about 1-2m3 per day in a fairly large bungalow, which works out at about £1.5 per day.