Switching Eon to BG - Help please!

Olliebeak

I'm new to this board and have had a quick look to see if there is already a suitable thread - so apologies if I shouldn't have started a new one.

I am in the process of assisting somebody to change supplier from Eon to BGas. This process was initially started by a member of the lady's family in Feb 2007. The electric switch was completed almost immediately but there was a snag with the gas supply which was only discovered in June this year - which was when I stepped in to try to assist (I am the Sheltered Scheme Manager.).

The problem originally lay with Independent Pipelines who still had the customer's address listed as a plot number (these were new-build properties when the tenant moved in in Feb 2007). I managed to finally get them to accept the tenant's name and full address and they eventually updated their records to show the correct information in July this year.

Obviously that meant that the tenant, by then, had a large bill with Eon/Powergen (the supplier chosen by the builders), even though she had never wanted to be with them for her supply. A new request to change supplier to BGas had to be initiated as it was so long since the original request and this happened in July. We were told that it would take a couple of weeks to go through.

I contacted BGas again in July as the tenant still hadn't had any acknowledgement, and we were told it was going ahead but they were still waiting for Ind Pipelines. More phone calls to Ind Pipelines and we were re-assured that their records AND database/website had been updated and that there shouldn't be anything more to hold up BGas. Another phone call in August, this time to BGas Escalations Team, gave re-assurance that all would be sorted by the end of September. I've since been on holiday, returned to work this week and contacted BGas Escalations Team yesterday and we are still in the same position, whereby this lady remains a customer of Eon when she has only ever wanted to be a customer of BGas.

Does anybody have any ideas where I can go to next for some help/advice/guidance? I am really at my wits end in this case. I've done lots of these registering of customers with suppliers and even done switchovers when asked to help. It's just this particular one that's got me almost beat.

brysiewysie

Are Eon billing the lady correctly?

A call to Eon may help to work out if it's an issue their end that's causing the problem. If the supply isn't correctly registered at their end the BG switch request may be quoting wrong details causing the failure. If you do try Eon check the meter serial number and have it to hand. Make sure you have the current correct address, original plot number and original plot postcode. See if the can confirm the Meter Point Reference and see if this matches the details BG have.

Olliebeak

Many thanks brysiewysie - I have given them the Meter Point Reference Number and the Meter Serial Number, but I suppose it wouldn't hurt to double check with them again.

I'm sure all this happened because the lady's family did their own arrangements in the first place. I DID offer to help them when she moved in, but they were adamant that they would do it all. I registered the majority of the tenants with Powergen/Eon personally on their behalf, when they first moved in and absolutely none of those that I registered have had problems of any kind. Some of them have since switched suppliers for one reason or another, and all those switches have been straight forward.

Premier_2

A couple of issues to clarify the situation.

A switch in supplier takes at least 4 weeks, so when they said they'll do it in 2 that was obviously a mistake - the fact you were required to make a new application means they were treating it as such. I understand the issue started way back in Feb 2007 but the fact it never happened and such a long period elapsed means they started a fresh switch.

Now I say 4 weeks, but it typically takes 6. Add to that the complications of an Independent Gas Transporter and that can easily add another 2-4 weeks to the switch.

The only way expedite the matter is to be onto them daily. When they say they need to contact IPL, phone them the next day and ensure they have. Find out when they would expect a rely from, if they say a week, phone back in a week to ensure they get have received that reply. If not, ask who they wrote to at IPL and contact them to see if they have received the letter and if so when they will replay if they haven't already.

To be honest, when I switched (I also am served by IPL) I found the "we are awaiting a reply from IPL" initially turned into "Actually, our computer system says we have contacted IPL but our back office haven't drafted the letter yet" (IGTs need to be contacted manually as they are not connected using the electronic systems used by National Grid)
Then once the letter was sent the "we are awaiting a reply from IPL" turned into "oh our back office actually have that response but haven't loaded it to our computer system yet"

Just keep onto them until you have a date for the switch - good luck!

The other thing you could do is write to BG Managing Director, Phil Bentley, at the registered office with details of the complaint. You will then be assigned a HQ Customer Relations officer who will be tasked with solving the ongoing problem rapidly. You will provided with his direct landline number (obviously only their during normal office hours) but at least you get to speak to the same person using a normal rate call (not 0845/0870) who will be answerable if he doesn't keep the promises he himself makes.

Olliebeak

Many thanks Premier - that's extremely useful.

One of the problems has always been that you never get to speak to the same person twice. I've done all the phoning to Ind Pipelines myself - haven't trusted Eon/Ind Pipelines/BGas to speak to each other and tell me what's happening. I had a beggar of a job to get hold of the proper number though.

The tenant has today received a letter from BGas apologising for the lack of communication from them and the delay plus reassurance that the swtichover is going ahead.

At least that makes me feel better and shows that I've been doing my bit properly - plus its a bit of evidence for her family to see!