British Gas Won't Give Me My Damn Refund!

Vidar

Vidar

Vidar

Soldato
Joined
18 Dec 2008
Posts
6,530
Location
Liverpool
So, roughly 7 weeks ago I moved home and had to change energy suppliers. I was pleasantly surprised to discover I was owed a refund of £350. Trying to get it from British Gas though is proving to be maddening.

First call, they apologised for not doing it automatically but they had to send a cheque as my account was closed and they couldn't send it to my bank. I was told it would be with me within 5 working days.

A week later and no cheque, I call again and am told to wait another 5 working days as its been issued. Again no cheque arrived.

I phone again and am told the cheque was still waiting to be authorised by a manager and hadn't been issued. They cancelled the cheque and said they would refund direct to my bank and that it will clear in 3 working days.

No refund again and I'm told its 7 to 10 working days. I call back when that doesn't show either and open a formal complaint which is closed as resolved when they issue the refund again as it hadn't been actioned and tell me it will be with me in 5 working days and they can't do it sooner.

Another 5 days and it still hasn't arrived again and once again they close my complaint as resolved as it hadn't been processed and they'd done it now. Please wait 5 working days.

Wouldn't you know it, my bloody refund still hadn't turned up. So I called again and a very apologetic lady tells me she will issue my refund immediately and within 24hrs! She even sends me a confirmation text guaranteeing my refund will finally hit my account.

24hrs later I still don't have it and am at my wits end with them! I've raised multiple complaints and even threatened them with the energy ombudsman and they just apologise and assure me the issue is finally resolved! I just want my damn money back...

What are my options here guys? Anyone else had this issue etc?
 
Vidar said:
I've raised multiple complaints and even threatened them with the energy ombudsman and they just apologise and assure me the issue is finally resolved!
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This is where you screwed up, you should've contacted Ofgem much sooner. These companies will never learn unless people stop accepting their crap. Go straight for the jugular, take no prisoners.
 
It's only 8 weeks if they have not marked the issue as resolved and are still investigating it, but from your post they marked your complaint as resolved which means you can go straight to https://www.energyombudsman.org/ because you are not happy with the resolution of your complaint. If you have that "resolved" communication in writing, get it passed on to https://www.energyombudsman.org/
 
Hades said:
Who by?
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Someone clearly misinformed

Steeps said:
It's only 8 weeks if they have not marked the issue as resolved and are still investigating it, but from your post they marked your complaint as resolved which means you can go straight to https://www.energyombudsman.org/ because you are not happy with the resolution of your complaint. If you have that "resolved" communication in writing, get it passed on to https://www.energyombudsman.org/
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Thanks pal, unfortunately the only evidence I have is the text message. Hopefully that's enough. But, I will speak with the ombudsman on Monday. I just cannot understand why such a huge company would repeatedly dick me around over a refund they themselves keep telling me I'm entitled to have.
 
Giving them the benefit of the doubt, if the "24 hours" was due to end yesterday (Saturday) then it may be delayed due to the weekend, so I'd at least give them till Monday before kicking off.

Of course given the history, it's unlikely to happen.

Help & Support - British Gas

Get quick answers to questions about your energy or home services accounts in Help & Support. For other enquiries find British Gas contact details or live chat
www.britishgas.co.uk www.britishgas.co.uk

Those are the charges they think are reasonable for late payments. Time to start issuing invoices.
 
If you're able to find their details, go for the CEO's office. I had to do it with EDF when they wouldn't issue a refund similar to yours - managed to find the email address of the CEO and fired a message off to that - took a few days, but someone in that area got back to me and it was all sorted in a week.

Honestly, this is the only way to get things sorted these days, if you're not on social media - more often than not, you get a response almost the same day.... It was only BMW that pretty much said nothing to me, until 2 weeks later.
 
British gas are scum of the earth good luck with any dealings with them, I've just been contemplating going through the energy ombudsman but think I've reached the point where I really can't be bothered any more.

Edit.. might type an email to that though
 
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