A customer experience about British Gas by Anonymous

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What happened

I have been trying to switch over 1 year but BG have won't let me. I am having to get a taxi to top up as local shop has stopped. They are charging double for electricity and I've had no gas for over 1 year. Now BG says 1 big mistake and they owe me. I am a vulnerable customer who is on priority list and it's played a part in mental breakdown.

What I wish had happened

For them to not block my switch as it takes 28 days and then I'm still in same position no hot water and paying double plus another £9 fare for taxi

Where this happened

On the phone

British Gas Customers

Most talked about by British Gas customers

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Low

How this makes British Gas customers feel

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Low

36% Customer Service

Feelings:

Frustrated

Anxious

Furious

Annoyed

Insecure

Disappointed

Let down

Unsatisfied

Disheartened

Saddened

Offended

Sad

18% Financial Loss

Feelings:

Anxious

Frustrated

Disgusted

Let down

Other

Saddened

Disheartened

Furious

14% Discrimination

Feelings:

Annoyed

Frustrated

Other

Disappointed

Let down

Disgusted

Anxious

9% Communication

Feelings:

Frustrated

Anxious

Furious

Sad

Offended

9% Other

Feelings:

Anxious

Other

Let down

Disgusted

Furious

Frustrated

5% Quality of product

Feelings:

Frustrated

Sad

Offended

5% Inconvenienced

Feelings:

Frustrated

Furious

Anxious

5% Delay

Feelings:

Saddened

Frustrated

Disheartened

Utilities Customers

Most talked about by Utilities customers

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Low

How this makes Utilities customers feel

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Low

30% Customer Service

Feelings:

Frustrated

Annoyed

Anxious

Furious

Unsatisfied

Let down

Other

Saddened

Disheartened

Insecure

Sad

Disappointed

Offended

Uneasy

15% Financial Loss

Feelings:

Frustrated

Annoyed

Let down

Anxious

Furious

Disgusted

Disheartened

Saddened

Other

Uneasy

9% Communication

Feelings:

Frustrated

Unsatisfied

Offended

Sad

Furious

Anxious

Annoyed

9% Inconvenienced

Feelings:

Frustrated

Annoyed

Unsatisfied

Let down

Furious

Anxious

6% Discrimination

Feelings:

Anxious

Disgusted

Let down

Other

Annoyed

Frustrated

Disappointed

6% Other

Feelings:

Frustrated

Furious

Other

Let down

Disgusted

Annoyed

Anxious

6% Delay

Feelings:

Frustrated

Annoyed

Disheartened

Saddened

Let down

Other

Anxious

4% Expectations Exceeded

Feelings:

Happy

Delighted

Pleased

4% Fraud

Feelings:

Frustrated

Annoyed

Let down

Uneasy

4% Rudeness

Feelings:

Annoyed

Other

Anxious

Furious

Frustrated

2% Delivery

Feelings:

Pleased

Happy

Delighted

2% Service

Feelings:

Pleased

Happy

Delighted

2% Quality of product

Feelings:

Offended

Sad

Frustrated

Most positive experiences about Utilities companies

High

Low

Least positive experiences about Utilities companies

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