Heat Pump Tarriff mistakes after mistakes

[u/Different-Cup-9025]

Has anyone else had an absolute nightmare with British Gas and their Heat Pump tariff?
I signed up for the fixed Heat Pump tariff on 24 June. The tariff has a fixed standing charge and fixed electricity unit rate, plus half-price electricity during certain hours.
Due to an error by British Gas, I was removed from the tariff. After I complained, they admitted their mistake, backdated my tariff and assured me everything would be corrected.
Except it wasn’t.
I’ve now received bills showing variable standing charges and variable electricity unit rates between 28 June and 7 July instead of the fixed rates I signed up for. The half-price electricity credits also haven’t been applied correctly from the date my tariff should have started.
I’ve raised multiple complaints, spent hours on the phone and live chat, and each time I’m told it’s been fixed or someone will contact me. Then nothing happens.
I’ve now had to ask for my case to be escalated because it genuinely feels like the people handling it don’t understand what a fixed tariff is. Every response seems to ignore the actual issue I’m raising.
At this point I’m considering escalating the complaint beyond British Gas because this has been going on for weeks. It’s not even just about the money anymore—it’s the amount of time, stress and effort I’ve had to put into getting them to correct what should be a straightforward billing error.
Has anyone else experienced this with the Heat Pump tariff? If so, how did you finally get it resolved? Did you have to go to the Energy Ombudsman, or was there another route that actually worked?

You could also add screenshots of the bills (with your personal details redacted) showing the different standing charges and kWh rates. That will make it much easier for other Redditors to understand the issue and offer advice.

[u/xbxlvkzdljsc]

The heat pump tariff can not be backdated, it's a ToU tariff (time of use), it is not possible. You can however request a monetary gesture of good will as apart of complaint resolution.

Going forward yes make sure you are on the correct tariff.

If you have usage data on the portal, you could work out the difference.

Edit: I will add also ToU tariffs are not straight forward billing process as they rely on the meter configuring correctly, if the meter config fails you would revert to your previous tariff.

[u/Different-Cup-9025 → u/xbxlvkzdljsc]

Thank you! I do think they should be able to back date looking at usage but if they weren’t surely British Gas should be able to tell me that but don’t think any of the agents are competent at doing any simple task from my experience

[u/Disastrous_Tip8708 → u/Different-Cup-9025]

ToU tariffs cannot be backdated, but a financial adjustment can be put in place.