Around a year ago I noticed that my account on the British Gas app had acquired a new address in Glasgow. I have only one house and it is in London.
I called up its customer service number and I was told someone would look into it. I waited patiently but nothing happened, so I tried contacting the company via various emails I found online but still received no reply.
Letters relating to this Glasgow address periodically arrive at my London home, prompting me to try to get hold of British Gas again. However, it recently became a more serious issue because a bill for this address has been sent to me. I haven’t paid it but fear I may have to avoid it being passed to a debt collection agency and it potentially trashing my credit score.
All I want is for the utterly appalling British Gas to be no more than a bad memory. But I can’t even switch to another energy supplier with the Glasgow cuckoo account following me around.
DF, London
It is frustrating that a relatively straightforward issue like this can take so long to resolve. I asked British Gas, which is part of Centrica, to look into this and it turns out that the Scottish address was mistakenly added to your account by an adviser handling a home move process for another customer.
British Gas assures me that this matter has now been resolved, with the erroneous address and anything connected with it removed from your account. It has apologised to you and given you £100 compensation for its “failings” in customer service.
You have had enough of British Gas and have switched to Octopus Energy based on the good reviews it gets for customer service on TrustPilot, which, in light of your experience here, you think might come in handy one day.
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