Erroneous Transfer Stuck- What to do now?

ian_w_4 · 24 February 2012 at 2:24PM

Its a long story but supposed to be switching back to nPower from EDF as an Erroneous Transfer which happened in September last year.

I hadn't heard anything for a few weeks so eventually spoke to a customer services manager in December. He was actually quite helpful and said that something had got 'locked' somehow and they hadn't been able do anything for a while. It was however fixed and the transfer was in progress so should be switched within 28 days ie. early January.

On 22nd January I received a letter saying my transfer was underway and should be complete within 28 days.

Then on 22nd February I received exactly the same letter saying another 28 days!

What can I do next? I've lost count of the times I've phoned EDF and they apparently have no clue what's going on. All the while I'm stuck on a prepayment meter with the added cost and hassle associated with it.

Is it wise to try the other end and try contacting npower? Or will that just confuse things further? Is there a 'referee' who can get the wheels moving again?

TIA

Consumerist · 24 February 2012 at 3:59PM

Unless it is clear to you who is definitely responsible for the hold-up, I suggest you start the formal (written) complaints procedure with both companies. If the problem is not resolved within 8 weeks then you can refer the matter to the Energy Ombudsman who can also award compensation.