Sly sales patter

In late summer/early autumn of 2006 when BG put their prices up, I moved our gas and electricity accounts to EDF as they were much cheaper (even after they had applied their increase). I received a phone call from BG's sales team sometime late October and was told that BG were ringing round their old customers as they had special offers to try to get them back. I asked the saleman if it would be cheaper with them than with EDF and he confirmed that with the special promotional prices for ex-customers, that it would be and we would save money on what we were currently paying. We have just received our gas and electricity bills for Dec-Feb and they are 35% and 39% respectively more expensive that they would have been had we stayed with EDF.

I have been lied to on two counts by a member of BG's sales team. I was told: 1. By returning to BG I would save money as they were cheaper.

2. I was being offered special rates for ex-customers, when in fact my colleague who is with BG and has never left them is paying the exact same rates as me.

Does Mr Bentley condone lying to customers and is this the way he believes that BG will have loyal customers who will want to stay with BG? What does he intend to do to put this right and restore my faith in BG?

By the way, I have spoken to BG's complaint dept and refused to pay until the amounts are adjusted. Complaint ref no. 82785. I am waiting to hear from them.

Phil Bentley: I was very concerned to receive this complaint, which we have investigated thoroughly, including listening to the actual calls made to you by the sales agent. British Gas takes a strong line against any salesman misleading customers and I will not tolerate this sort of behaviour. It goes against everything British Gas stands for and harms the integrity of the entire industry.

Some years ago the energy industry had to take a very hard look at itself after increasing reports of mis-selling. I would like to think those days are well and truly behind the energy industry. British Gas was the first company to introduce a selling code of practice and this then became the blue print for a code now covering all energy companies. So its something we have always taken very seriously.

The salesmen undoubtedly misled you and I can reassure you that the individual no longer works for our company. We have also spoken to EDF and returned you to them - but it is not correct to say that our prices are 35 per cent higher than EDF - today, British Gas tariffs are lower than EDF's.

Credit chaos

My Electricity account has been in credit by over £300 since pre Christmas, and after 7 phone calls and two-meter readings my refund is still outstanding. Why do simple processes take so long to perform? and why is no-one at the Call Centres actually able to action anything immediately? The inefficiency of the staff is unbelieveable and my frustration ever increasing. I am at a loss as to how to get my money back other than take Britsh Gas to the small claims court. How are British Gas going to improve things?

Phil Bentley: I appreciate the most frustrating thing is something that looks simple yet takes a company a long time to resolve. You are right, this is not good enough and it's something that I will fix - getting British Gas customer service back to industry leading levels is my main focus.