Energy Helpline -- anyone else had this problem?

catfish50

Today I started looking for a new energy supplier to escape from British Gas. I clicked on what I thought was an article on the Guardian Money webpage but realize now I was actually going through to the Energy Helpline switching/comparison site.

I looked at their recommendations and did some more searching and decided to go for one of the AgeUK tariffs. I started filling out the form to switch to the tariff. I was interrupted for a short while. My landline rang. It was an Energy Helpline agent who, it transpired, had been watching me key in the form, had picked up my telephone number from where I had entered it on the form, and had got impatient when I didn't hurry on and complete. He was ringing to gee me up to hurry up and finish, for which he would no doubt receive a commission.

Can't describe the creepy feeling this gave me. It seems that while you're filling in the forum to take up a tariff on this Energy Helpline website, unknown numbers of agents are watching what you do, getting your telephone number (and other details? I don't know). When I asked him for the address of Energy Helpline, so that I could write and complain, he didn't know it, he had to go find it. He must just be a freelance agent. I don't have any idea who this person is who Energy Helpline has allowed to watch me filling in my personal details online.

I will be writing to Energy Helpline to complain, and will also be writing to the Guardian (because it was through their website I ended up on Energy Helpline's switching site) and maybe I should write to the Information Commissioner also to ask them to talk to Energy Helpline about this practice. It just really makes me feel spied on.

Has this happened to anyone else? Am I overreacting?

penrhyn

I did an insurance search on Compare the Merekat the other day and had AA insurance on the phone within minutes.........they are all at it!

catfish50

penrhyn wrote: »

I did an insurance search on Compare the Merekat the other day and had AA insurance on the phone within minutes.........they are all at it!

But with insurance searches you know that's what's going to happen if you give your telephone number. You're going to get telephoned by the providers. That's not the deal when you're filling out a form to buy an online tariff. This guy was ringing up to find out why I had stopped typing. That's what gave me the creeps.

At this point I just don't know if it's allowed or not. I know I don't like it, and I won't ever be giving any identifiable info to any switching service again. Maybe the IC office will be able to tell me if it's considered an acceptable practice.

macman

There's no requirement whatsoever on energyhelpline to enter your phone no, it's entirely optional. If you do, then they'll inevitably use if for marketing purposes.

Plushchris

I cant imagine someone was "sitting there watching you fill the form in"

It says where you put your phone number in that its optional and it says that if you dont fill the form in they may give you call back.

Lots of websites do the same, if you dont want them to call dont enter the info?

catfish50

Plushchris wrote: »

It says where you put your phone number in that its optional and it says that if you dont fill the form in they may give you call back.

That's on the page when you're providing details of your energy usage so they can calculate the list of suppliers. I didn't give my phone number on that page.

When you choose a tariff and click to make the switch, you're presented with another form, a multi-page form. The first page asks for your personal details, including your full name, address, telephone number, etc. Then the next screen takes your bank details, etc.

Obviously, if you're moving to a new energy supplier, the new supplier needs your name and address and telephone number, in order to take you on as a customer and be able to communicate with you. That's the purpose for which I provided the information. Companies aren't supposed to use information for a purpose other than that for which the information was supplied. They certainly aren't supposed to pass the information off to out-of-house agents who then ring you up and ask you why you haven't completed your purchase. IMO. I'll see what the Information Commissioner has to say -- having taken a few precautionary screen grabs first. In the meantime I'll deal directly with the supplier which is no doubt what I should have done in the first place.

Thanks to all for your replies. Surprises me what people seem happy to put up with.

Plushchris

catfish50 wrote: »

Surprises me what people seem happy to put up with.

Its not a case of what we are happy to put up with, its just that most of us arent wearing tinfoil hats to get dislodged when something like that happens...

penrhyn

I too used to be paranoid, but now I know they are out to get me!

macman

catfish50 wrote: »

That's on the page when you're providing details of your energy usage so they can calculate the list of suppliers. I didn't give my phone number on that page.

When you choose a tariff and click to make the switch, you're presented with another form, a multi-page form. The first page asks for your personal details, including your full name, address, telephone number, etc. Then the next screen takes your bank details, etc.

Obviously, if you're moving to a new energy supplier, the new supplier needs your name and address and telephone number, in order to take you on as a customer and be able to communicate with you. That's the purpose for which I provided the information. Companies aren't supposed to use information for a purpose other than that for which the information was supplied. They certainly aren't supposed to pass the information off to out-of-house agents who then ring you up and ask you why you haven't completed your purchase. IMO. I'll see what the Information Commissioner has to say -- having taken a few precautionary screen grabs first. In the meantime I'll deal directly with the supplier which is no doubt what I should have done in the first place.

Thanks to all for your replies. Surprises me what people seem happy to put up with.

The process is simple. You get the prices from the comp site-no phone number required. Then you switch using a cashback site-that way you get the commission, not the switching site.

cing0

penrhyn wrote: »

I did an insurance search on Compare the Merekat the other day and had AA insurance on the phone within minutes.........they are all at it!

Tried this last night and did not submit the form to apply and got a call this morning. Freaky, but not unexpected.

Premier_2

catfish50 wrote: »

Today I started looking for a new energy supplier to escape from British Gas. I clicked on what I thought was an article on the Guardian Money webpage but realize now I was actually going through to the Energy Helpline switching/comparison site.

I looked at their recommendations and did some more searching and decided to go for one of the AgeUK tariffs. I started filling out the form to switch to the tariff. I was interrupted for a short while. My landline rang. It was an Energy Helpline agent who, it transpired, had been watching me key in the form, had picked up my telephone number from where I had entered it on the form, and had got impatient when I didn't hurry on and complete. He was ringing to gee me up to hurry up and finish, for which he would no doubt receive a commission.

Can't describe the creepy feeling this gave me. It seems that while you're filling in the forum to take up a tariff on this Energy Helpline website, unknown numbers of agents are watching what you do, getting your telephone number (and other details? I don't know). When I asked him for the address of Energy Helpline, so that I could write and complain, he didn't know it, he had to go find it. He must just be a freelance agent. I don't have any idea who this person is who Energy Helpline has allowed to watch me filling in my personal details online.

I will be writing to Energy Helpline to complain, and will also be writing to the Guardian (because it was through their website I ended up on Energy Helpline's switching site) and maybe I should write to the Information Commissioner also to ask them to talk to Energy Helpline about this practice. It just really makes me feel spied on.

Has this happened to anyone else? Am I overreacting?

I don't give any personal information (apart from a postcode, which covers many different properties, and may not even be mine, but a neighbours) when using the comparison site energyhelpline.com.

I think you are over-reacting. I'm sure EHL have got better things to do than sit there looking at people completing application forms for products