British Gas ( change to their IT system) and account problem warning

[unclebulgaria67]

If you manage your British Gas energy bills online or via their mobile APP, you may encounter a few problems.

 

It appears that BG have moved accounts to a new system, but it has not gone very well !!!

 

  Try to enter your latest meter readings and you will be asked to contact their customer services.  The reason for this is that the last meter readings shown are from a long time ago, therefore their new system thinks there is a problem with the new readings. 

 

You can still view your old statements, as they have left a link to enter the old system records and the previous statements have meter readings which are more up to date than shown on their new system.  So the programming for the new system has not picked up the latest meter reading data from their old system.

 

AND worse, it appears that on the new system, the amount outstanding is showing as double the previous original statement amount.  On the old system, the account shows they have nilled the balance and then when they transferred to their new system, it has somehow doubled the amount.  Again seems to be a programming error.

 

As I knew my account was in deficit, because the direct debit was not high enough, I have increased the DD and made a lump sum payment to bring the account balance down.  For some reason British Gas on their statements were telling me that my previous DD level was for the correct amount, even though they would not have covered the yearly bill amount. 

 

I can see BG receiving many complaints and their customer service teams not being able to handle the volume of enquiries.

[dx100uk]

opps likewise

payments made yesterday have vanished .

shame i've got a screen shot of them showing.

 

this could be fun.

 

dx

 

[The GodMother]

Fun for the forum not BG. 

 

I dont know why these companies insist on new systems. If it aint broken dont fix it. 

 

 

[unclebulgaria67]

Had an email from BG earlier saying that due to technical problems they have not been able to process my regular monthly DD payment. Then I check my Bank and the regular payment was debited. 

 

Suggest people keep an eye on what BG are up to, just in case they start collecting too much money from them.  Have seen reports online saying that BG have tried to charge people huge amounts above what was actually due.

 

[unclebulgaria67]

Slight update to last post.  BG have now said they sent the email by mistake and there was no problem with May Direct Debit payment.

 

BUT the account balance is totally wrong. On their new system, they have more than doubled the amount owing. Seems when they transferred balance from old system, they have added the balance twice. Will resolve this with BG once they have dealt with the avalanche of complaints they must currently  be receiving.

[options_unavailable]

Hi - this is the only place I can find current discussion of the mess that BG have made of transferring customers over to this new payment platform.

 

I am a dual fuel customer with BG (have been for 2yrs+).  They seem to have been able to move over the gas but not the electricity, 

 

they are now in the process of moving back the electricity - but no one can say how long this will take. 

 

In the meanwhile, they have cancelled my existing DD and although have 'notionally' set up a new one, they have not collected on the day they said they would. 

 

Guess who is quickly going to be in arrears - thanks to BG's actions! 

 

I have never been in arrears before, and always pay for the fuel I use. 

 

I am now 3+ hours into online/telephone conversations with BG operatives and am getting no.where.fast.

 

Has anyone else - who finds themselves in this 'transfer' situation got resolution and their account normalised?  (whether on the old platform or Evolve).

 

TIA O_A

Edited June 7, 2022 by dx100uk
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[dx100uk]

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DX