If you don’t have a Payzone terminal, you could be losing out on hundreds of customers. You have £5 emergency credit for when you run out of gas and electricity and can’t top up. British Gas failed to notify around 270,000 prepayment customers about a change of top-up provider, from Paypoint to Payzone, which went live on 1 January 2020. It wrote: 'When British Gas decided to switch to Payzone, it failed to make sure that communication with its customers was adequate both in terms of coverage and content.' 1.8 Million More Customers British Gas wrote to all of their 1.8 million customers in December 2019, notifying them of the change. But Payzones have a minimum of £5. If you can't find it, British Gas can help you when you contact them.You can reactivate your card by leaving it in your meter for one minute. Providing card and bill payment services for more than 30 years. ... Top up at your local Payzone or Post Office. VAT registration number GB 172 6705 02 | Finsbury Dials | 20 Finsbury Street | London | EC2Y 9AQ. For customers with standard prepayment meters, Post Office is the only method to complete the British Gas top-up, unfortunately. To find out more about these features contact British Gas or go to www.britishgas.co.uk/aem6/content/dam/britishgas/downloads/smart-meters/smart-paygo-userguide.pdfYou can top up in your usual way but remember to purchase enough to repay any emergency credit or any energy you used during a ‘non-disconnect’ period, or other charges since you ran out of credit. Energy firm Centrica, the British Gas parent, has paid just under £1.5million to customers who were impacted by a change in the company's prepayment meter top-up arrangements.It will also give another £250,000 towards an energy redress fund managed by Ofgem after the company failed to inform about 270,000 customers that it had switched its top-up provider from Paypoint to Payzone at the start of the year.The energy regulator said this meant that some customers could have lost their energy supply or have needed to make 'unnecessary' trips to shops where they could no longer pay for a top-up.Ofgem said British Gas did not adequately publicise its intention to change its top-up providerIn addition, it criticised the business for not giving the customers it did notify enough time to change their supplier if they wished to do so.Nor did it adequately publicise its intention to change its top-up provider, which particularly affected those with poor internet links, who it noted 'may have struggled to contact British Gas in the event that they were struggling to top-up.'
It lost 265,000 home energy customers as well.In response to the sanction, British Gas said: 'We recognise that this transition was not as smooth as it should have been and we would like to apologise again to any customer impacted'More recently, British Gas workers voted overwhelmingly in a consultative strike ballot over the group's 'fire and rehire' plans, making the risk of a walkout in the coming months more likely.
In response to the Ofgem sanction, British Gas said: 'We recognise that this transition was not as smooth as it should have been and we would like to apologise again to any customer impacted.It added: 'We know that some pre-payment customers are vulnerable and we take our responsibilities to them very seriously. Think about displaying these items close to your Payzone terminal and make it easy for your customers to complete impulse purchases. A British Gas spokesman said: “British Gas announced it will be ending its contract with Paypoint on 31 December and signed a new contract with the Post Office and Payzone, which took effect on 1 January 2020. As part of the new arrangement, the minimum top-up for the group's customers rose from £1 to £5. But how can you make sure your customers know you are now accepting British Gas bill payments?Find out how much you can offer your customers beyond utility bill payments on your Payzone device.Find out which other bills are payable using Payzone in your local store.We will use your information in accordance with our [Privacy Policy](/bill-payments-privacy/). British Gas customers can utilize Payzone outlets to top up their meters or visit the local Post Office. Are mobile phone top-ups clearly displayed?

That’s OK, I … By continuing to use our website you consent to use storing cookies. When British Gas moved to Payzone, minimum top-ups changed. If it still doesn’t work, check your meter for error messages. By continuing to use our website you consent to use storing cookies. Providing card and bill payment services for more than 30 years. With over 27,000 locations across the UK, our network is bigger than all of the banks, Post Offices and supermarkets put together.


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