Shafted by Southern Electric

Daston

Hi guys,

I had a sales person come round to our house at the start of June. I told him that I did not deal with the bills and that my fience paid them and she was at work (I was off sick). He asked if he could take some details and gave me a chart I could show my fience. He then said "If we do not hear from you within 7 days we will remove your details from our systems". So I understood that as if we didnt want to change supplier there was no need to contact them.

A few weeks pass and we get a letter from EDF saying they were sorry we were leaving them! So straight on the phone to Southern Electric who after a bit umm and arrrring (and sitting on hold for 20 minuets) cancelled our transfer and EDF confirmed we would remain with them.

Yesterday (06/07/09) we received a letter from Southern Electric saying our electric was going to be provided from them as of 08/07/09!!! I phoned them up and they point blank refused to cancel the transfer because it was on THEIR system. Now surly its their system and they can change it.

Does anyone have an email address for the southern electric complaints department and do you think its a good idea to invoice them for my time and phone costs from trying to sort out what I consider their mess? Also what would be my legal stand point if they did not cancel our transfer and I refused to pay the bill?

Sorry for the long post

Dave

PS the EDF contract is in my Fience's name only so I feel that nothing should have been changed without her signatory

kippen_noedel

http://www.southern-electric.co.uk/Help/ForYourHome/ComplaintsProcedure.aspx

It's called an Erroneous Transfer

Magentasue

It's probably too late to cancel the transfer you unwittingly agreed to. Personally, I'd learn from your mistakes - don't give details to people on the doorstep and switch back to EDF or whoever's cheapest. At the end of the day, it's your word against theirs and you supplied enough information to switch. Make sure you haven't switched to a tariff that has a cancellation penalty and check all meter readings on closing/opening bills carefully.

Vestra

Ask for an Erroneous Transfer is you complain on the phone they will do this.

Paparika

Magentasue wrote: »

It's probably too late to cancel the transfer you unwittingly agreed to. Personally, I'd learn from your mistakes - don't give details to people on the doorstep and switch back to EDF or whoever's cheapest. At the end of the day, it's your word against theirs and you supplied enough information to switch. Make sure you haven't switched to a tariff that has a cancellation penalty and check all meter readings on closing/opening bills carefully.

How can it be his mistake if they swapped without permission?

adprob

Can i ask why you put your signature on the contract?

Magentasue

Paparika wrote: »

How can it be his mistake if they swapped without permission?

It's a mistake to give your details to any doorstep caller.

He asked if he could take some details and gave me a chart I could show my fience. He then said "If we do not hear from you within 7 days we will remove your details from our systems".

Well, naive might be a kinder way to put it, but given the outcome, I'd consider it a mistake.

1carminestocky

Mistake? I would go for another MIS here - misselling. Ring them and inform them you are going to get in touch with Ofgem if this is not sorted to your satisfaction. Or better still Watchdog (SSE are regulars on that show!).

Daston

Cheers for the input guys, sent an email to the head of the customer sevice department saying I want it sorted and a reply within 48 hours or I will be taking it to the energy ombisman. Will have to wait and see now. One it is sorted I am going to be invoicing them for my phone charges.

kippen_noedel

you have to follow the procedure set out on the link I posted above, all the rules changed when Energywatch were merged with Consumerfocus, otherwise you'll be told to go back to SSE before the ombudsman will deal with the complaint.

laney85

Also having problems with them, i signes up with them, then realised that i would not beable to pay the final bill which my current supplier would produce, 3 weeks before i was due to switch i cancelled by phone and via there contact form , only to recieve the letter saying that i had been switched, they are now refusing to listen to anything i say , i have contacted my previuos supplier to see what they say .