Energyhelpline won't pay cashback over phone

tadpole74

I persuaded my mother in law to switch tariffs and to use energyhelpline as she would get cashback. When she phoned and mentioned the cashback as the website states you should do, she was told that they weren't able to offer cashback. Has anyone else had this problem? She should qualify because she is switching from British Gas to EON

Premier_2

Did they explain why they wouldn't offer cashback when it clearly states on their website that they do (providing it is requested during the call)?

tadpole74

She was told it was "not part of the offer" and when she mentioned the website she was told "you can't rely on the website". I've just spoken to my mother in law this morning and she has just received confirmation from EON and they have put her onto the wrong tariff. She is now phoning energyhelpline to get them to put it right.

Premier_2

If no success you can always cancel via the cooiling off period (so the switch site won't get any commission). If they are not paying cashback, you may as well switch directly with Eon.

Or write to the energyhelpline.com managing director, explaining your issues and ask for confirmation of their policy.

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tadpole74

Thanks Premier. I've advised my mother in law to cancel the switch with energyhelpline as they failed to mention that the tariff she wanted was withdrawn after she phoned, so put her on a fixed tariff instead of the cpped one she wanted. She was then told by the advisor that a capped rate was the same as a fixed rate. Maybe Martin should look into whether energyhelpline should remain as a recommended link when they obviously don't know what they're doing.

tadpole74

Thanks dellxps. My mother in law phoned up EON yesterday and hopefully they have put her on the right tariff. Luckily she is on the ball and will check the paperwork when it comes through from EON. I dread to think how many OAPs are out there who trust these comparison sites to do the right thing.

energyhelpline_company_representative

Hi tadpole74,

Firstly I would like to say sorry for the experience that you have had. It is not our intention or commitment to customers that such an experience happens.

energyhelpline does pay cashback on all energy switches over the phone in which the caller mentions cashback, Martin Lewis or moneysavingexpert when asked at the start of the call 'How did you hear about us?'

I really do not understand why the operator would have said that we don't pay cashback - this seems strange. We record all calls so what we would like to do is to find this call and then we can work out which operator it was, and we can potentially compensate you.

If you would like to call our main office number 020 7960 4400 and ask for Mark Todd I would be happy to try to get things put right.

I am also going to talk to our Customer Services manager about the issue of cancellations.