Energyhelpline not paying cashback and ignoring me

arturop

Hi,
Several months ago, I switched from EON to NPower, using the Energyhelpline* link from the site. EON tried to push back a couple of times, arguing they had to wait till the balance was 0 but eventually they gave in - matter of couple of weeks - and the switch went through flawlessly.

I have asked Energyhelpline for my cashback. They did reply saying the switch hadn't gone through and I said to them what had happened and offered to give them any evidence whatsoever. This is the last I've heard from them and I've tried to get in touch a couple of times more.

Any recommendations? Apologies if this is not the right thread, I've done my best to pick the right one.

Thanks,

Arturo

JasX

With most cashback sites there are hoops to jump thru to qualify for the cashback. Generally involving clearing cookies immediately prior to using the link so it tracks properly as the referrer. Then leaving it to go thru the 'normal' online switch process without intervention from customer service or you might find your qualifying switch is cancelled and reporcessed as a telephone based one (ie no cashback)

Since it sounds from your post you've been onto customer services multiple times to get yourself switched its quite possible you interrupted/override the original internet switch that qualified for the cashback and ended up switching via some other channel??

Plushchris

It could be that the original switch that you did through Energyhelpline did not go through, as you say E-on blocked the switch, then you pushed the switch through yourself instead of going back to Energyhelpline and getting them to do it, chances are the switch that went through had nothing to do with Energyhelpline so they wouldnt have paid the cashback.

They are unlikely to pay you cashback on a switch that they didnt get paid for.

arturop

@JasX - thanks for your answer, I just followed the process as I was asked. Energyhelpline never contacted me to say it had failed.
@Plushchris - I never reapplied for the switch, just talked to EON and NPower and the switch ultimately went through

Plushchris

arturop wrote: »

@Plushchris - I never reapplied for the switch, just talked to EON and NPower and the switch ultimately went through

And there lies your problem.

If you deal with the suppliers direct they will put the switch through themselves to avoid paying the comparison sites/cashback sites which in turn then means the sites will not pay you.

Although you say you never reapplied the suppliers will have re-processed the switch without telling you what they were doing, because you were dealing with them directly they then cut out the "middle men" and you wont get your cashback.

Its not really Energyhelplines fault and its not your fault, its just the way the suppliers work.

arturop

@Plushchris - Many thanks for your answer. I understand what you're saying. The thing then is that there's no way I'll ever get cash from Energyhelpline or the likes, as there was nothing wrong at all with my application. It's impossible to apply at exactly the specific moment when your balance is 0. I remain clueless and feel cheated to. I wonder if I could have a case with npower? Threatening to go or something?

Plushchris

arturop wrote: »

@Plushchris - Many thanks for your answer. I understand what you're saying. The thing then is that there's no way I'll ever get cash from Energyhelpline or the likes, as there was nothing wrong at all with my application. It's impossible to apply at exactly the specific moment when your balance is 0. I remain clueless and feel cheated to. I wonder if I could have a case with npower? Threatening to go or something?

The thing to do in future would be put the switch through on your chosen site then phone the supplier and pay off any outstanding amount.

To be honest I think its just E-on causing probs for you by the sound of it, I've switched several times with outstanding amounts and its always gone through. If you dont mind me asking, how much was outstanding?

You could try having a moan at Npower, but I wouldnt hold your breath, they will probably blame E-on, E-on will probably blame Npower or they will both blame Energyhelpline.

arturop

Outstanding nothing, just the ongoing use we had made since the last payment! They asked me to take a measurement (I did it dilligently every month) and paid up. So that's why I feel there's no much I could have done. Maybe ask Energyhelpline or whoever next time at the first sign of trouble.