British Gas customers may have noticed their gas and electric accounts appear to have been closed without notification.
Many customers have complained that when they try to log on to their accounts they are being met with a message telling them its has been closed. Others said that when they sought advice from British Gas advisors they were told their accounts were being moved to British Gas Evolve.
Annoyed consumers took to Twitter to question what was going on. Elizabeth said: "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 said: "@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 showing in error and no customers are actually being moved to British Gas Evolve. Instead, it is doing work to update its systems.
A British Gas spokesperson told 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 number of customers have seen a message pop up on their account saying it’s been closed while we carried out this work, we can confirm its wrong and it’s something the team are looking at to fix so that no other customers have the same issue. Again we just want to reassure customers it’s not anything they need to worry about and that their details haven’t been changed."
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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