British Gas customers have expressed their frustration after trying to log into their accounts and finding that they've seemingly been closed without notice.
Customers have complained on social media that when they try to log on to their accounts either on the firm's website or app they are being met with a message telling them its has been closed. If they can get in at all they are finding that previous information about their energy usage, payments and direct debit billing has disappeared from the account.
To add to the affected customers' concerns and frustrations, callers trying to contact British Gas through their call centre were being warned there were long delays, while others were told an online chat with advisers was unavailable.
Read more: Everything you need to know about the energy crisis if you're a British Gas customer
Annoyed consumers took to Twitter to raise their concerns.
One said: "I've been told my account has been switched to a new system. I can't access my account anymore online or via the app, can't see my balances and it says I have no direct debits anymore."
Another asked the British Gas help account directly: "Why is your app still not working? No updated payments or balance showing. It's been months since it worked."
A third said: "I've tried several times to log into my account online over the last month or so. I kept getting an error code. Downloaded the app today and it says I'm not a customer."
At a point where increasing energy prices mean customers are trying to keep track of their energy usage and spend more than ever before, the loss of data is of particular concern to many consumers.
One said: "All my old account has been transferred, no data on anything. Bills, direct debit history, the lot has gone."
Another asked: "When are you going to fix your app and website? It's been months now, I can't give a meter reading or see my previous ones that I am having to phone through. I've no idea how my account looks."
A British Gas spokesperson told the Manchester Evening News today: "‘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 aware that a small number of customers might have seen a message pop up on their account saying it’s been closed while we carried out this work, we can confirm this has now been fixed.’"
