Centrica Reviews 73

They Sold my shares with Centria without my permission. Excuse was they couldn't find me when I moved house.

On 20th March, British Gas confirmed that due to a data breach, an account was assigned to my partners name wrongfully for a property we had long moved out of. It has remained on his credit file in arrears for £1800 and has caused our property purchase to fall through. He is self employed and can’t purchase a new van after his broke down because of the impact they have had on his credit file. He has now lost his income and we are facing having nowhere to live, having to move out our property soon.

They accepted responsibility for this error 2 months ago but have not rectified it. We have been told it has been escalated a number of times but no one gets back to us. We only get the same generic email responses. Despite confirmed dates of when it will be solved by, it is still not solved. They have defaulted on all their promises and deadlines.

We have requested deadlock letters numerous times so it can be escalated to the Ombudsman, to which the agents normally put the phone down or say ‘there’s no manager available’ who can do it. We now record all calls for evidence as this has happened over 5 times.

We have had to wait until 8 weeks elapses to engage the Ombudsman. Unfortunately this wait has caused us to lose the property we were purchasing and already financially committed to as all lenders withdrew their mortgage offers and we now require another £17,000 to get a mortgage with a specialist lender.

This has had a detrimental effect on our mental health and our finances.

British Gas have not acted with any haste and now outright refuse to give us a timeframe for when this will be solved.

We are starting legal proceedings against them for what they have done but unfortunately the outcome of this will be too late as the damage is already done.

We havent been a customer for 3 years. I specifically move from BG to Octopus Energy and have never had any issues. Their customer service is a million times better, I would never go back.

I would urge no one to use British Gas as their utility supplier. The treatment of their customers is more than inexcusable as they refuse to rectify their own mistakes. They blatently misused our data.

It has been escalated to Centrica with still the same lack of progress.

We wanted to review our tariffs so got meter readings submitted. Then realised we hadn’t had an Electricity bill since Sep 24, over 140 days. Gas bills had been received ok. Tried to see the 10 Sep 24 bill but the system wouldn't allow me to do so. Tried to use online chat to get a copy so I could check the amounts owing, spoke to 3 agents, one of which cut me off after sending a link through the chat. An hour after starting the chat I made it clear I wanted to speak to a manager and was making a complaint. I gave up on online chat and emailed the Executive Officers. Eventually I get a copy of the bill and a blurb about the change in billing platform resulted in the delay in getting a bill. That was the last straw with BG, or so we thought. On 30 Jan, got final invoices and paid monies to clear the accounts, switching to Octopus Energy (who are brilliant and communicative). Checked online a few days later and saw our BG Electricity and Gas accounts were closed and even had an email from a Customer Manager in the Executive Team confirming accounts zeroed and no further monies to pay (unless meter readings had changed). Then, weeks later, 14 Mar, we were advised BG were recalculating the final bill under their Price Protection Guarantee, which meant we should have been on a cheaper tariff until the accounts closed. So we were surprised when on 17 Mar, we had a chasing email ‘Your final bill is due’ for £412.39 on Electricity account, having paid £413.07 at the end of Jan 25. Ignored this initially as we’d had an email saying it was all good from the Executive Team. Another one came on 24 Mar. So tried calling BG to find out what was going on. Eventually got hold of a human being. Amazingly within a few days the ‘final bill’ reduced to £136.87. But the meter reading changes didn’t justify anything like that. 2 units of electricity don’t cost over £130 and certainly not £412.39! We asked BG two things, provide the bills they were referring to (links in emails didn’t work) and an explanation as to how it could be so different when the accounts were closed and fully paid up on 30 Jan. And then the fun really started. Multiple emails requesting the final bill details. Eventually got a bill, but that started with a debit balance of £411.31 at 24 Mar. Why? Back and forth and back and forth and still today, 1 May, they say we owe money, we say we don’t think we do and they have been unable or unwilling to provide a copy of a bill produced in Mar 5 for £420.07, which is suspiciously close to the £413.07 we paid in Jan. They have a Solver, Mukaddar, who doesn't solve anything, just repeats the same mantra, ‘you owe BG money’ but hasn’t answered 7 queries raised, but has now said we also owe £9.14 as they’ve recalculated the Gas final bill too! I’ve submitted a complaint to the Energy Ombudsman and responded to BG advising them of that today. God knows where and when this torture with BG will end. I'm sure they cocked up billing when they transferred our accounts to their new billing platform and their staff training is so bad the teams don’t know how to get info from each platform to check. We’ve spent hours and hours on online chats, telephone calls and multiple emails. Its driving us to sleepless nights and we have had enough of BG. We just want this episode to end and then we can move on. BG - sort your systems out, train your staff properly and stop trying to rip off your customers by double billing them!
Date of experience: January 27, 2025

Scammers, Stay away from BG. Putting people in debt with Estimated Reads even when they have the real Readings,, Using Africa to Deal with UK issues, when AFRICA does Not have the Same Data Protection Laws as the UK does. The CEO was on BBC Trying to Explain his 1.6 million pound Bonus, while we all Suffered last year. If you Want to be Scammed use BG.

British gas have overcharged my mum by a huge amount. Faulty smart meter that has been changed but they still insist that she has used the equivalent of 4yrs gas in 9 months. Customer service is non existent, they are just trying to get as much money as they can.

We had been with BG for years and had changed over from monthly DD to Pay As You Go.
In October last year, I called BG to do an account name change as my wife had recently passed away. That bit went well. The engineer arrived and started to do the service change. Just before he started I took a photo of the meter closing credit for a record (£48.28 cr for Electric & £63.02 for gas) . Good job I did that coz now the problems seemed to start.
After calling the new account set up team to sort out the name change, I had to put £20 starting credit on each account. I was told the credit on each service would be sent as a cheque and should take 10 days to arrive. (At this point I wasn't told this would be 10 WORKING DAYS.)
I then received a bill for electricity usage for the change over? How can I owe for usage when I am on pre-pay?
I rang one of their agents, who wasn't a “local" and struggled to get them to understand I should not be charged for usage. She explained it was an account adjustment. I registered this as a complaint and was told “We'll look into this and call you back in 7 to 10 working days.” Then she ended the call!! (Never received that call!)
A week later I received a cheque for £30.29 for the electric credit (So straight away my refund was £17.99 short.) I rang again only to get another “non local” lady whose accent was very hard to understand. She seemed to be working from a script as she wasn't listening to what I was saying but went from one question after another. Very annoying.
When I asked at what stage my gas credit was at she told me it had been unprocessed and would pass me to the team who dealt with refunds and put me on hold. My call was terminated after a couple of minutes, so I rang back.
A similar thing happened on this call, so I gave up.
Moving on another week, I called again and was overjoyed to get a Scottish lady who was very helpful. While I was on the phone, she said she had raised an urgent refund request and because of all my trouble, would send me a £50 compensation payment.
At this point it was 30th December so left any further calls until the New Year.
On 2nd Jan 2025 I sent a complaint letter. Based on their standard reply to everything else, I allowed 10 working days for an acknowledgement letter, at the least.
A week later I received a £60 cheque, which I assumed was the compensation payment and banked that immediately
By 24th January, as I still hadn't received a response from my complaint, I rang again. My expected gas refund still hadn't been actioned, so an urgent request was raised.
By 12 February my patience was running out, so I contacted the Energy Ombudsman. They took up my case and contacted BG. Now things started to move. They agreed to refund my gas and electric credit PLUS a further £75 for all the problems that had been caused.
I received a cheque for £156.01, representing all that I was owed....and the cheque was in my late wife's name!!! This company doesn't know its bum from its elbow!!!
I re-contacted The Energy Ombudsman to let them know, and they would contact BG for a re-issue. As per their time scales I have waited more than 10 working days and no cheque so I will call them again on Monday 4 April.
This debacle started back in early October 2024 and it's now 4th April 2025. ^ months waiting for something that could have taken a lot quicker if BG had got its finger out and actually done the job right.
I will never suggest anybody use BG if this is their level of customer service. As soon as everything has been resolved, I am switching supplier. Enough is enough.
At the time of writing this review my refund has still not arrived. It has now exceeded the 10 working days BG says it takes to raise a refund so, as you may see, I am NOT a happy bunny

I recently moved house and had Octopus energy before who are amazing to deal with its like chalk and cheese, we bought a new build which came with British Gas as the energy provider, I did all the usual expected stuff when moving in, taking pictures of meters and their readings, which already has a significant amount on as the builders had finished months previously but had heating and electric on. Also we were receiving bills and last notices for a neighbour at our, as first occupants address, on checking the meter codes on the bills and accounts, both gas and electric meters were not matching with what was assigned to our address with British (BG) Gas. I’ve contacted BG multiple times and done all the checks and procedures providing the evidence they require to prove there is an error and that my meters are incorrectly assigned, also when I provided my meter readings
they logged incorrectly higher usage than I had said and provided photo evidence for. I was first told a specialist case handler would work with a specialist team to resolve this, 2 weeks later I received an email saying the case was resolved, when nothing had changed, I contacted again and was told I had a case handler who would work with a specialist team to swiftly resolve and the case handler would keep me informed many weeks later I’ve heard nothing more and even after contacting a couple of times more, BG customer services keep fobbing me off saying it’s with a speciality team, makes me think what’s so special about this mysterious fictional specialist team?🤔

Can BG explain to me why a customer that can prove with evidence at every point that meters are incorrectly assigned and readings are wrong, don’t just re-Assign them or send a rep to check and reassign within a reasonable timescale ie a couple of weeks instead of not doing anything so far already 2 months on.

Apparently I’ve heard on other sites they’ve switched software to Fujitsu software, I’m sure I’ve heard somewhere of another issue using their software where everyone else is wrong apart from them, ill ask my friend Mr Bates if he’s heard anything 🤔 🙃

The only way these big faceless corporations will listen is if people vote with their feet and it affects their bottom line.

British Gas/Centrica you should be ashamed at the way you treat customers, every person you treat this way or worse, will suffer stress, depression, anxiety, possibility of bad credit affecting household finances no wonder this country has gone to the dogs with record persons off work and productivity so low.

Joined BG in Aug 24, took out dual fuel account, smart meters for both accounts with no problems with readings from my previous supplier.
BG used a gas meter number which had been replaced and removed in Nov 23 by my previous supplier.
I have been in dispute since my first bill on 4/9/24, I have provided proof of meter exchange, reading history, provided meter readings and photo’s, but this is still ongoing.
I did have one agent that managed to get somewhere, but when that didn’t work properly and you ring up, someone else does something and undoes everything.
Case files opened and closed straight away, emails ignored, promised that people would update when you phone up, but never do, on chat, people altering things, telling you that they’re right and you’re wrong I.e apparently, I had my meter changed on the day of joining BG, then when he realised he was wrong, ending the conversation, giving info to ring another number but the lines closed, and making the situation worse and generally fobbing you off.
They make it as difficult as possible for you to contact them, especially for complaints.
This is an ongoing situation
Have emailed the CEO now and hope to get something done, but don’t hold out much hope.
Ombudsman next and change supplier in Aug25

Date of experience: 01 February 2025

I have complied a complaint that remains unanswered from June 2024. I was informed my smart meters didn’t send readings for 18months. I was given a final bill of £76. Then without warning £2220 was taken from my bank. I was informed bill was accurate and I had to pay, I have been paying this money, however they have listed my credit file as non payment which has went from excellent to awful and affected my credit availability. This is disgraceful, I have spent hundreds of hours on the phone, online and email to no resolution and continued false promises. I am very ill over this stress, it ask wrong to do this to people.

On the 19th December I was alerted by TransUnion that you had marked my credit record with a missed payment. I immediately contacted you and after being passed from pillar to post I spoke to Rob in Debt and Recovery who confirmed I had made all payments and I had not missed a payment. He promised to rectify contact the relevant departments. He mentioned it was because you had moved me over from the old to new system. Rob promised to email me and keep me informed he has not!

Today I had an alert from Equifax that you had again marked my credit record with a missed payment. To be informed that my dispute raised with TransUnion had been rejected, even though I had paid and informed them I had missed a payment. Though online and speaking to your staff my accounts are fully up to date and had never missed a payment.

When I was put through to another call handler they confirmed that the person who confirmed that I had missed a payment, had not checked my old account. They looked at the new account and the information should have been pulled through in December but don’t know why this has not been done. They have raised a task to rectify this. Have in fact sent me their email because it is obviously an error on my account, it’s your fault. You have marked my credit record very quickly in December and now January. If you can mark it missed that quick in error, you can do this in 48 hours!!

Now I am on your priority, I am extremely (as described my my psychiatrist) mentally disabled. What you have done is stopped me getting a house because of your incompetence. I was domestically abused in my current property and my am desperate to leave due to the trauma I have experienced here. The consequences to my mental health, trying to sort this out is immense. I have bipolar ADHD and dyslexia and it has taken me all day to try and sort this out and how long is it going to take for you to sort! I am also a recovering breast cancer x 2 survivor.

It is not only illegal what you’re doing but for someone to reject the credit reference agency dispute without checking the old system is such great incompetence, they should be fired!

I can see online this is a big issue and you’re already aware that this is happening to many accounts, when being moved over to the new system. So why are you continuing to mark accounts with missed payments? Surely this must be paused, until this is sorted out. It is an absolute disgrace to do this to someone who is extremely vulnerable and you need to realise the impact this is causing.

My credit card interest is at risk and you’re stopping me moving house to were I feel safe and not constantly reliving my nightmares.

I will be contacting the ICO and all authorities. I will also be contacting my local Labour MP!

Get this sorted ASAP or you will be all over the papers and people with mental health issues you can push them over the edge! Maybe me!!

So the Incompetence CONTINUES. Assigned to a complaint handler who sends me an email stating that I have a large debt and that my debt transferred from old account to new account, that is why I have a missed payment in Decembe’24 It was only transferred over on November ‘24. Then asks to close the account.

Then oops she sends another email saying they will ask for the debt to transferred over from Old account to new. They can see that there’s a payment plan and they will contact this when done to discuss new payment plan. But the last payment was received in December the 3rd.

WRONG! The old account which is on your own system states they received payment on 5th December 2024 and another payment on 2nd January’25. Also I have an email from their own employee & several phone calls from their employees confirming I have never missed a payment!!!!

THEY’RE DESPERATE TO DESTROY MY CREDIT RECORD BECAUSE THEY ARE DESPERATELY TRYING TO NOT SAY THEY’RE IN THE WRONG BECAUSE IF THEY DO THEY ADMIT TO BREAKING THE LAW!!! THE ICO WILL BE INVOLVED AND THEY WILL HE FINED.

I have been taking payments from my benefits for years at my request and have never once contacted me about this. These are all recorded on their system and I have taken screenshots of everything and printed it all off!

I had mail from Centrica for annual boiler service fixed date 15 th January 2025 I had phone call morning of 14th January 2025 as didn’t have enough engineers new date given was 1st April 2025 I think its a joke I pay my dues every month annually £800 useless service Had issue with security light engineer said he can’t fix as original job was done by Centrica

I’m deeply disappointed with British Gas and the complete lack of professionalism throughout my experience. Since October 2024, I’ve faced ongoing issues that remain unresolved despite numerous calls and follow-ups. It all started when my account was inexplicably overridden and linked to a completely different address in Devon, even though I live in Somerset. My direct debit was canceled without my consent, and after repeated attempts to fix the issue, my account was cancelled entirely—despite having a positive balance of £112.78.

I’ve called customer service multiple times and was repeatedly promised that the issue would be resolved within 5 days, but weeks passed with no updates. Instead, I received emails stating my account email address had been changed, yet I couldn’t log in or access my account. After nearly two months of frustration, I had no choice but to switch to another provider.

To make matters worse, I then received an incorrect bill for £243.83, despite my account being in credit. I struggled to pay the bill due to their mistake and had to chase them for a correction, but no one even acknowledged their error. Their incompetence and reliance on scripted responses meant that because my situation didn’t fit their usual processes, it was ignored and left unresolved.

Now, I’m forced to dispute this unfair bill and seek compensation for the time, stress, and inconvenience I’ve endured. British Gas has shown zero accountability or customer care, and I wouldn’t recommend them to anyone.

BG part of this company

Cannot give minus stars!!! years of frustration, stress, financial ruin, and now after 14 years having to sell my dog rescue kennels due to BG's incompetence and inability to listen to common sense!!! how can a small concern, with probably less appliances than a domestic property, with 32 large solar panels, have bills of nearly £4k a month? We have had 11 engineers out, national grid, and have paid for a buildings services to provide a legal report, 2 expert witnesses, yet still they will not accept they are over billing us. With 32 solar panels producing 15+amps a day, and us only using 6amps, that's 9+amps going back to the grid, which would easily cover night usage when no one is there......wake up and smell the coffee BG! The exec team are rude and swore at me, l have asked for the recording around 8 times via chat, emails and calls yet still NOTHING.

there has been no empathy shown, just expecting me to come up with £37k just like that......l work for the NHS, l don't earn what they want in a year!!! l have been near breakdown, suicidal, and the fact BG lie and lie, is just horrendous and l have proof of this via calls but they never release them, which is in fact illegal.

CHRIS O'SHEA sits on his £8m bonus, whilst his company do this......basically murdering dogs!!!

I am writing this in the early hours of Christmas Morning whilst we are still waiting for totally incompetent British Gas to come and fix our heating and hot water which we’ve not had since last Friday. We pay £700 per year for a Homecare Contract. We’ve had numerous calls and cancellations over 4 days and still not sorted. There has been an engineer’s van parked 300 yds from my house with a flat tyre since Saturday morning. 4 days later why have they not sorted it - he was meant to be coming on Saturday.

This is absolutely disgraceful service for two vulnerable people in their 70’s and with catheter and cancer issues on hospital medication. How much longer can we be expected to survive like this.
We are now being told there is a possibility that an engineer will arrive later this morning, yes Christmas Day, with replacement parts, but frankly I have no faith at all until I see it. Meanwhile, we continue to survive in a cold house and washing in cold water. I am desperately trying to avoid catching an infection with my catheter.
To say British Gas don't care is an understatement.

Centrica own British Gas who supplied my energy. 2 and a half years after leaving them , they reneged on their final bill and got a firm of debt collectors to threaten court action - withkut ever having the courtesy to tell me they thought i was in arrears. It transpires the error was in their own calculations. This appears to be in contravention of their terms and conditions and "back billing" rules, whereby, if it is not the customers fault that energy is not paid for, the supplier will not seek payment for energy used over 12months ago. However raising this issue with their customer services teams has not been possible, they misrespresent the situation and do not answer reask
onable questions. They are a dishonest company who lie and steal.

I have had my second complaint upheld by the Ombudsman and he notes the deplorable level of service in many different areas; failure to provide information promised, lack of follow up, promised phonecalls never happening, untransparent and confusing billing.
Despite his findings I have now decided to admit defeat , pay the bill that I still dispute and leave this company.
This way my battle with them since last February, interrupted by a small but neat tonsil cancer this February, will be over. I will no longer wake up stressed and regain my mental health.

I have raised a complaint. I was promised for the 100th time my bill would be out by today and I would receive compensation and a refund processed. Again!! You have lied, and ignored my emails. You are actually a dishonest, thieving company. I have been with you for over 15 years. I am done being lied to!!!

@centricaplc led by CEO @Chris_oshea (paid £4.5m) sold defective Hive products to millions, abandoned them no support, no compensation & no recalls. Justice for #hive Customers! Demand government action for accountability & Justice #centrica
#HoldCentricaAccountable

Still waiting on Chris O’sheas contract, will start immobilising British Gas vehicles in the next 24 hours. There’s a complete lack of knowledge and apparently court paperwork isn’t credible. Will be personally be showing up to confront mr O’Shea, on record for the potential court case. Accepting an agreement and then refusing to pay allows enforcement of the debt.

I contacted the owner of British Gas with some very serious allegations. No reply or help. Not surprised as they put profit over peoples health.