Can anyone suggest how to get fuel company to understand me. Around October they rang me and said the package I had was no longer available, however it was supposed to be valid till April 2019. They offered me a new package costing £26 more a month even though I was in massive credit. When I rang for an explanation they made it look like I contacted them to change, my warm home discount can't continue without uploading my DWP details online which I cannot do, I have forwarded copies of documents but no acknowledgement of receipt or record on my file as another company deals with that, there is no way to contact the other company and the fuel company can only be contacted by phone which makes it just my word against theirs as to what was said. If I go on the help line they just say apply here for warm home discount there is no detail of your application progress available or an address to contact. This is digital progress its more complicated & time consumming than snail mail keeping people in work answering hundreds of queries in a robotic manner controlled by a computor webpage. Sorry but this is so difficult for the less able , elderly & mentally impaired and the people on the phone are not trained to deal with non conformative situations nor the computer . I would love to read any of your ideas or thoughts on this.
Help nothing to do with health only i... - Lung Conditions C...
Help nothing to do with health only indirectly.
Oh Katie, what a palava for you and I do sympathise. You shouldn’t have to jump through hoops just to get a simple matter sorted out!
Is there anyone who can be with you and maybe speak to the company? Failing that there is always CAB.
If you ring again try asking to speak to a manager or similar and always take the name of the person you are speaking to.
I hate dealing with phone call only companies as you seem to have little come back.
I wish you well. Xxxxx
Hi Katie, I switched back and stayed with British Gas dual fuel because of the poor after sales service with other cheaper companies.
I would switch provider.
I phone British Gas every year to make sure I am on the lowest tariff, the vulnerable persons list / Priority Service Register and reapply for Warm Home discount.
britishgas.co.uk/Priority-S...
Initially I had to provide the copy of Benefit, chronic illness, but now I just reapply on line or by phone. Its quite easy after the initial register.
I am actually not sure if it is legal for them to change your contract when the old one has not yet expired. What supplier are you with?
Search result energy suppliers compare: google.com/search?q=energy+...
I stay with British Gas because I find can easily contact and resolve issues.
Perhaps contact British Gas Customer service to see if they can help you. I find they can do everything for you over the phone.
Actually Katie, thinking again, was the phone call bogus, not from your real provider at all?
I would not do anything till you can contact your existing provider directly customer service number on the paperwork you have from them.
At all sounds a bit fishy to me.
Sadly I feel like you not sure it was my company , I am with first utility and normally they work like British Gas, my warm home as been paid no question till now. I signed the form originally and the details were supplied both to British Gas then First utility when I moved. I even had to reapply to be on the priority list, although I have been on it since I was 55. It is sad that people who are sick or older have to go through this no wonder they feel disinclined to apply for the help they are entitled too. I have looked at the comparison site and I can get a better deal , but now this new deal they gave me will cost me £100 to cancel it is only £60 on all their other tariffs. I am seriously considering reporting it to ofgem. Thanks for replies
Yes I would report it Katie, it doesn't sound right at all. Try not to worry about it until you can report it and get advice. Its the kind of hassle we can well do without. x x
Thank you xx
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I feel your frustration Katie.
I always found First Utility extremely good, competitive with well trained native English speakers to call. They informed me by email when my contract was running out - that's the law plus letting us know when there was a cheaper comparison company. Unfortunately the new contract would also be £20 per month more so I went on gocompare or moneysupermarket to find a reasonable new contract. I'm now on E-ON paying only £1 more on the direct debit than I was before.
When they try to put it up at the end of contract I shall change again, it's very simple indeed. Hopefully go back to First Utility who made me feel like a customer not a number.
I'd never, ever go with British Gas who are just about the most expensive and always first to raise their prices. You always have a cooling off period with a new contract.
There must be a 'help' website or organisation somewhere, I hope someone soon comes up with one so wishing you luck with it.....what about AgeUK?
I will be chasing this up , they did not notify me by email only that my new contract would start in November. Or give me any chance to compare the market. They are in breach of contract. Thanks Peege for info.
Which company if you don't mind me asking and do you have the original contract?
Hi Peege , it is First Utility and I do have an account number my original contract was isave Fixed January 2017, then before that ran out it was changed to another fixed contract of £47 a month till April 2019, in November they changed it to £73 per month fixed to 2021 I am losing out everytime as they are changing it before the three years is up, wonder how many others are losing too. Oh on the original documents it says if you have a complaint contact them on the enquiry form on line, which I have done twice and been adviced to contact them by telephone & also told I phoned and confirmed acceptance of the new contract terms in November , which is not so I phoned to make a complaint after they had phoned me and changed it, but phone calls mean nothing I can't prove what I said in a court of law.Its too complicated I think they need reporting to ofgem for changing the contracts in less than three years. That is a staffs decision not mine to ring and change it before time.
Call centres usually record calls for all sorts of reasons, not just training purposes. If you complain in writing to the energy supplier first you can demand that they produce the recording of your call saying you accepted the new contract as you know you did not say that. It would help if you are able to give the date and the approximate time of your call, though this should be logged on their computer system. If they fail to produce the recording, your case would be stronger when you took it to OffGen.
Hi There that is what is going to happen the call is going to have to be listened to by the sales team then a decision will be made around ten days. Of course my frustration might be apparent on the recording. But I have nothing to hide , and there are several issues concerned not least changing the contract by them before end date, perhaps I should ask for a termination fee from them 
Oh dear Katie I hope you get it sorted very soon. I must admit I can't cope with all this type of stuff either so have always stayed with British Gas for both electric and gas. If I changed I would forget and just end up confused.
I only have a small flat and no central heating so my bills are low anyway. I might save a tenner a month or something by continually changing but can't be bothered to be honest. x
It is confusing, then theres all the passwords ect to look at your own account . As you say its not like we are saving big amounts as we are low users in the first place. He only offered me two options when they have others for low users. God help the frail elderly but then again they often have family to do it. On principal I would move even though it cost £100 to do so.
Yes others do but I don't so I just keep it as simple as possible. I don't know what I would do if I couldn't manage on my own. Well I do coz I can't but there is no help out there so I just put up with it. x
Yes you are right I think a lot of us just put up with things as there is no help out there anymore just obstacles to make life on your own more difficult. But we survivexx
We sure do 
x
If you still need help age concern can help with form filling tellephone calls ect and we also have the blf help line witch may also be able to help. I do hope you get sorted soon. im sure this extra worry cant be good for you
Thank you , our Age Uk don't do form filling anymore just advice. But did think of BLF after I had posted. Will ring the fuel supplier today see what they say once more if no joy then I will try elsewhere.
Contact Ofgem. Whichever energy company you're with, they can't change a fixed contract midstream. Given your experience, I would change supplier asap - that won't prevent you from getting any compensation you might be due from First Direct.
I've spoken to the fuel company and an official complaint of misselling has been put to the sales department today. Takes around two weeks to consider.I also got a quote from elsewhere which comes in at £256 cheaper per annum.... So some good news
Excellent news! You did absolutely the right thing and I wish you every success - and a very happy (and, hopefully, less stressful) New Year.
Thank you.
OMG katieoxo60 what a start for you so close to the New Year! I'm with Utilita and on one of the smart meters which I've found to be a real help. I think by logging your complaints with Ofgem,you've definitely done the right thing and it is a worry.......I mean ,few of us have any spare cash floating around to pay extortionate fuel bills! As other members have said,it may well be a scam but in the premise that it is all aboveboard,you have addressed your concerns and they are on audio tape. Please let us know how you get on and indeed,who contacts you first....Often or your current provider.
I feel bad saying "Happy New Year" under the circumstances !!
Hello, I have a smart meter too, but I have never been a big fuel consumer. But at least I got things moving if no reply within fourteen days I will contact my bank and make them aware I did not agree to £73 being taken by this company. I was told I could have had the package offered and continued paying the same amount without paying more as I was in credit anyway. That just made me more determined to persue the complaint. Will let you know how it proceeds as others may be led up the garden path by some companies salesmen.
Yes dear katieoxo60 , let's keep fingers crossed for you and it all is sorted out asap.
Happy New Year 😍
Hi there , just an update. got an email this morning to say my complaint has been received and remind me they have eight weeks to investigate , plus they will continue to take my money until otherwise informed.
😯🤔
There are so many scams these days that I suspect everything to be a scam. My mum had something like this a few months ago though which was the electricity company itself and not a scam. Unfortunately I can't remember what it was, which is not very helpful to you, but it was something like they doubled her standing order without warning or notification and pretty much like you said they'll continue taking the money while they look into it. I can't remember if she sought advice from someone... In the end the company put her standing order back to what it was and she had a huge amount of credit as she uses little electricity. It's disgraceful, a contract is a contract. It can't surely legally be changed mid contract without warning for no reason?? I hope you get the situation sorted 🤞
Officially they cannot change a contract unless you agree. Unfortunately in the case of older people they often take advantage of our trust. In my case I have been bamboozled by many telephone calls supposedly for one thing and then finding they are sales calls that should not have happened. Apparently I am a target because they have ripped me off before , not fuel company but other salesmen. This is in the complaints square now as I am fed up of this fiasco.
Morning! At least its been logged as a formal complaint...as per typically usual,its if no surprise to me that of course they'll take money from you unless otherwise stated!! It is unfair in a way as it says until we can prove otherwise,you will still pay us. Perhaps they'll be just as quick giving you a rebate if it all ends in your favour? Umm,I think they will then be on a go slow mode! Makes me mad!!
Share your feeling, I am disgusted with them I have been with the company for sometime now it could be eight weeks before they reply. Got a request for more details to confirm my right to warm home discount, have phoned to tell them the documents have been sent.Now its the waiting game.Thanks for reply.
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