British Gas changes way to pre-pay for fuel - and customers aren't happy
Customer faces a potential 15 mile trip to top up account after firm switched payments from Paypoint to Payzone terminals
Lydia MorrisDaily Post Reporter
British Gas is the latest of the Big Six energy supplies to announce tariff increases (Image: Rui Vieira/PA Wire)
A British Gas customer has told of her fury after changes to prepayment meters mean she will be have to top-up before 5.30pm or face a 15-mile journey to heat her home.
The 32-year-old from Caernarfon, who did not want her identity revealed, was today reduced to tears after being left "freezing" for over a week.
It comes after the energy giant switched payments from Paypoint to Payzone terminals on January 1, 2020, changing where thousands can top-up their energy supply.
The woman claims she was not warned or contacted about the change before it happened, or given a new Payzone card until yesterday (January 7) - leaving her without heating or hot water since the New Year.
As a result, she was unable to top up her gas, or use the old Paypoint card following the changes until she was issued with the new card and her £30 balance was transferred. The firm has also now given her a an additional £10 good will credit, she says.
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She claims her partner's two children, aged eight and 17 months, have been unable to stay with them over the past week as a result.
She will now also face a minimum 15 mile round trip journey to her nearest Payzone location in Penygroes if she cannot reach her local Post Office before 5.30pm, or top up online.
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Speaking to North Wales Live, she said: "The house is freezing. At the moment, I'm having to heat the kettle for hot water to wash the dishes and have a bath so we can heat the house.
"My partner hasn't even been able to look after his children because the house is just so cold, and we have no hot water.
"And I wonder how many older people are finding themselves in the same situation. How do they cope?
"Not one thought has clearly been given to their customers. I've lost all faith in British Gas."
She added: "On top of this, there are a lot less locations where I can top-up compared to the amount I had previously with paypoint.
"And it also means I now have an option to go to the post office before it closes at 5.30pm, or go to Bangor or Penygroes if I want heating.
"We've not been given any explanation at all, I've not received any letter or email from British Gas - in fact, it is something we found out about on social media.
"It's so frustrating, especially because we've missed out on valuable family time.
"Because of this awful situation, we're in the process of changing over to another provider, but that could take up to three weeks."
British Gas (Image: Daily Post Wales)
Others writing on social media have told how they face the same issue, with some also claiming they have now switched providers due to the inconvenience.
However, according to the British Gas website, customers can top-up online or get smart prepayment meters installed.
Commenting on a conversation shared on the Wrexham Town Matters Facebook group on the matter, one customer, said: "I work in a shop where paypoint is used and it's ridiculous how many people have not been informed by British gas that this was going to happen on the 1st of Jan.
"They have made it so awkward for customers just to save pennies. A lot of our customers are transferring to other suppliers."
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Another person wrote: "We've had no letter at all and with two small kids last night was absolutely mayhem trying to get some electric. Was on hold for two hours to then be told their lines were shut and got cut off."
Another comment, added: "Luckily our top up shop informed us. No letter nothing! So many people have been left without gas & electricity. I'm changing suppliers and I suggest others do the same. Dreadful way to treat your customers!"
British Gas has been contacted for comment.
A statement published on its website, says: "As of 1st January, 2020 you'll no longer be able to top up or request a replacement card or key through PayPoint – you'll need to go to a Payzone outlet instead.
"If you're a Smart Pay As You Go customer, the easiest way to top up without leaving the comfort of your sofa is to access your online account.
"You don't need your smart meter number, and if you save your debit/credit card, future top ups will take you just a few clicks."
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Penygroes