Politics

British Gas customers’ confusion as some accounts ‘close’ without notification



British Gas prospects could have seen their fuel and electrical accounts seem to have been closed with out notification.

Many shoppers have complained that after they strive to go online to their accounts they’re being met with a message telling them its has been closed. Others mentioned that after they sought recommendation from British Gas advisors they had been informed their accounts had been being moved to British Gas Evolve.

Irritated shoppers took to Twitter to query what was occurring. Elizabeth mentioned: “Absolutely furious with @BritishGas. Logged onto accounts to find they had been closed with no warning; long wait on online chat reveals my account is being transferred to BG Evolve and credit being sent to that account; last statement 9/4 no indication this would happen.”

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Mr Heur mentioned: “@BritishGas why does my account show as closed?!? Can’t sign into the app, only online. I’ve not had any email correspondence about this. How do I resolve this to ensure my energy is not cut? Can’t understand what and how this has happened!”

British Gas responded to say the message is exhibiting in error and no prospects are literally being moved to British Gas Evolve. As a substitute, it’s doing work to replace its methods.

A British Gas spokesperson informed the Liverpool ECHO : “We’re doing some work to update our systems so that our customers get a much better customer experience. We’ve already been in touch to let those customers know this is happening and to reassure them that their tariffs, bills and direct debit set up won’t be affected and that they don’t need to do anything.

“We’re sorry {that a} small variety of prospects have seen a message pop up on their account saying it’s been closed whereas we carried out this work, we are able to affirm its flawed and it’s one thing the group are to repair in order that no different prospects have the identical problem. Once more we simply need to reassure prospects it’s not something they should fear about and that their particulars haven’t been modified.”

They added that only a small number of customers have been affected by the error but also clarified the issue is not related to BG Evolve in any way. British Gas now only has one brand as BG Evolve ended last year. The company said it is working on the issue to ensure no other customers experience the same thing.

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