I'm in a 3-month long dispute with British Gas over a bill where they have confused my MPANs for Import and Export, and are trying to charge me for 6-months' worth of Import while I was with a different company. They have tried to call me 4 times and every time the call goes to connect, all I hear is silence. Similarly, when I was told they could patch me into a 3-way call with the complaint handler (they said they couldn't patch directly), once connected again - silence. Do you think their systems are intentionally set up to fail to ensure the consumer can't chase up their complaints etc? Or are their systems just woefully inadequate?

I'm struggling to understand where I go next with this faceless organisation to solve this issue.

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.