I've been a British Gas customer now for 18yrs and I've not had much to complain about as the customer service is through the roof, truly exceptional and this is why I've been a customer for this length of time. But from August 2024 I've had issues with my smart meter plus the online app (Usage) but when I brought these issues to the table, i felt no one was taking my matter seriously. I was ignored at one point by a British Gas customer service team member which then I had to contact British Gas to ask them to follow this matter up, they claimed it was a complaint which I stressed it wasn't a complaint, I just wanted someone to follow up from where the last customer service member failed to do. So I explained everything I was experiencing and even though I sent emails in explaining my problem I got the impression no one would take my matter seriously, I explained over and over again about the issues I was having with my smart meter also the issue I was experiencing with the online app to check my daily (Usage) and every time I chatted with a member of staff I got the impression they were trying to humiliate me by telling me to try the online app and I kept saying it's not working correctly I constantly got the same reply please try out the online app. I suffer from mild mental health issues and I was trying so hard not to be rude or disrespectful to any of the staff members but every time I explained my problem I got the same response about the online app and the (Usage) yet the staff members obviously read all my correspondence to British Gas. Out of the whole 18yrs being a good customer I've probably complained twice this time was never a complaint but British Gas kept applying it was a "Complaint" my last correspondence I felt I was pushed into a corner and to accept British Gas's remarks purely to shut me up and brush all this under the carpet. But I still have a lot of respect for British Gas all the same
I have just checked the online usage at 22:38 and as I predicted it won't give me any readings yet I get humiliated by staff to keep trying but I state it's not working correctly.