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I'm not happy that I'm off-supply with no top-up cards

  • 12 September 2021
  • 3 replies
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I am not happy that I am without gas and I have a very heavily pregnant partner and two children who we need gas for and to cook food with we have not had any top up cards for our traditional meter it’s a joke. I have had enough and not only that few weeks ago the engineer never turned up the worse gas company to go with you can’t leave a family without gas 

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Best answer by Jess_Boost 13 September 2021, 11:18

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I’m really sorry to hear that you’re off supply, @Liamsricketts, particularly with children and a pregnant partner at home.

 

As you mention not having top-up cards I’m wondering if you’ve recently moved in, or just switched to Boost?

 

It’s really important that we get you a means of topping-up ASAP. If the cards were posted they can take up to 5 working days to arrive so as you’re already off-supply give the team a call on 0330 102 7517 - lines are open from 8am - 8pm Monday - Friday and 9am - 5pm over the weekend. The team may be able to arrange for you to collect a card/key from your local Paypoint or help get the meter replaced if it’s faulty.

 

It’s also worth checking that you’ve been added to our Priority Services Register - this is a free service which offers additional support to those who may need it, having young children or being pregnant would qualify you for this, so we’d encourage you to apply. You can do this online here or by speaking to the team. 

This company is stupid been with them a year first month no heating because there was a issue with the meter. Never received top up cards/keys. Rang every month asking for a bill to not receive 1 and now they cut our power for a disabled household with a q0 month old child now been on hold since 11am not happy one bit

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I’m so sorry to hear of your experience since joining Boost, @Johnm1989 - particularly the difficulty you’re having being off-supply with no way to top-up.

 

I’m hoping you’ve already spoken to the team to get this one resolved. It’s really important that we get you a means of topping-up ASAP. If the cards were posted they can take up to 5 working days to arrive so as you’re already off-supply give the team a call on 0330 102 7517 - lines are open from 8am - 8pm Monday - Friday and 9am - 5pm over the weekend. The team may be able to arrange for you to collect a card/key from your local Paypoint or help get the meter replaced if it’s faulty.

 

It’s also worth checking that you’ve been added to our Priority Services Register - this is a free service which offers additional support to those who may need it, having young children or any disabilities or vulnerabilities would qualify you for this, so we’d encourage you to apply. You can do this online here or by speaking to the team. 

 

In terms of receiving a bill, as a prepayment customer, we’d only issue you an annual statement, rather than a monthly bill. If you’ve yet to receive this annual statement, the Support Team should be able to get this one chased up for you.

 

I’m hoping this advice is helpful in getting things back on track - let us know how you get on. 

 

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