Beware when switching to First Utility via Simply Switch cashback website!

Aleks_R

Hello!

I've decided to share my unique negative experience on using simplyswitch as a cashback site. To be honest, this was the first and the last time when I used this website. Don't get me wrong, I use other cashback sites all the time and on a regular basis (100+ transactions). I even promote cashback sites among my friends as it is something similar to tesco's clubcard (in my opinion).:)

Basically, I would have ended up on the worst tariff if I hadn't accidentally spotted an error in First Utility's welcome email.

Here's the story:

I've decided to find out how competitive my gas/elec providers were. Therefore, I went on moneysavingexpert to look through their comprehensive and up-to-date guide, found the deal with first utility via Simply Switch offering £30 duel fuel cashback (regular offer) and signed up. I have received 2 confirmations emails from Simply Switch with correct tariff details within an hour. I received a welcome email from First Utility a week later, read it and to my surprise I have realised that First Utility were signing me up for iSave V10 tariff which is not even in 'worse-off 50' on any gas/elec comparison site! I've checked Simpy Switch's confirmation email: tariff was the one I'd signed for. So I emailed First Utility and Simply Switch in early August as didn't know whom to chase for such error.(( I have received 3 emails from First Utility customer services within a week:
13/08. 'We have been alerted that due to a technical error within our application process you have been moved onto the wrong tariff. Rest assured that our team are working to switch you to the tariff you selected when you signed-up.'
14/08. 'We are sorry you're leaving us. Your switch has been cancelled'.
14/08. 'Welcome to First Utility'.
It is quite funny that there was no error in my my personal or bank details.

No reply was received from Simpy Switch regarding this error or cashback tracking.(

Conclusion:
1. If I had gone directly to First Utility and such error incurred, I would have claimed compensation, but no compensation in such situation.(
2. Don't use unknown cashback sites! Stick to well-established with a proven record of pay-outs!

I thought that the worst thing what might happen when using cashback site is losing cashback, but I have never expected that you might end up sharing my experiences on moneysavingexpert forum.

Is there anything I still can do or could have done in a different way? Has anything similar happened to you? How have you dealt with it? Please only constructive suggestions.

Many thanks

PS: All correspondence is available on request as I usually tend to deal with complaints in writing, so please don't dispute the fact by posting that it is impossible.

Wywth

Aleks_R wrote: »

Hello!

I've decided to share my unique negative experience on using simplyswitch as a cashback site. To be honest, this was the first and the last time when I used this website. Don't get me wrong, I use other cashback sites all the time and on a regular basis (100+ transactions). I even promote cashback sites among my friends as it is something similar to tesco's clubcard (in my opinion).:)

Basically, I would have ended up on the worst tariff if I hadn't accidentally spotted an error in First Utility's welcome email.

Here's the story:

I've decided to find out how competitive my gas/elec providers were. Therefore, I went on moneysavingexpert to look through their comprehensive and up-to-date guide, found the deal with first utility via Simply Switch offering £30 duel fuel cashback (regular offer) and signed up. I have received 2 confirmations emails from Simply Switch with correct tariff details within an hour. I received a welcome email from First Utility a week later, read it and to my surprise I have realised that First Utility were signing me up for iSave V10 tariff which is not even in 'worse-off 50' on any gas/elec comparison site! I've checked Simpy Switch's confirmation email: tariff was the one I'd signed for. So I emailed First Utility and Simply Switch in early August as didn't know whom to chase for such error.(( I have received 3 emails from First Utility customer services within a week:
13/08. 'We have been alerted that due to a technical error within our application process you have been moved onto the wrong tariff. Rest assured that our team are working to switch you to the tariff you selected when you signed-up.'
14/08. 'We are sorry you're leaving us. Your switch has been cancelled'.
14/08. 'Welcome to First Utility'.
It is quite funny that there was no error in my my personal or bank details.

No reply was received from Simpy Switch regarding this error or cashback tracking.(

Conclusion:
1. If I had gone directly to First Utility and such error incurred, I would have claimed compensation, but no compensation in such situation.(
2. Don't use unknown cashback sites! Stick to well-established with a proven record of pay-outs!

I thought that the worst thing what might happen when using cashback site is losing cashback, but I have never expected that you might end up sharing my experiences on moneysavingexpert forum.

Is there anything I still can do or could have done in a different way? Has anything similar happened to you? How have you dealt with it? Please only constructive suggestions.

Many thanks

PS: All correspondence is available on request as I usually tend to deal with complaints in writing, so please don't dispute the fact by posting that it is impossible.

Sorry, but that's impossible!

Simplyswitch pay £40, not £30, for a dual fuel energy switch via the special MSE link. I don't think they pay any cashback unless you go via the special MSE link.

I've used simplyswitch in the past, and was very pleased with the entire switching process

Aleks_R

Wywth wrote: »

Sorry, but that's impossible!

Simplyswitch pay £40, not £30, for a dual fuel energy switch via the special MSE link. I don't think they pay any cashback unless you go via the special MSE link.

I've used simplyswitch in the past, and was very pleased with the entire switching process

Thanks Wywth. Indeed, they pay £30 (not £40). I have realised it while typing initial post, but forgot to correct it. Sorry. I have used MSE special link in the same way as you have done. The problem is that they confirmed correct tariff and cashback in their confirmation email, but First Utility assigned me to a different one which is virtually impossible as it is all automated (I assume). They couldn't be employing people to enter this info manually, could they?? Or are they?

I have looked through other treads about First Utility. It seems to me that quite a few people had issues with the annual discount being paid. I wouldn't be surprised that FU does it on purpose. Firstly, they assign people to the worst tariff. Secondly, they keep cashback payment. Assuming that their tariffs are alike (V3, V10, V11 and so on), regular customers wouldn't spot any difference while the company would make a hefty return per customer. OR

Simpy Switch doesn't pass any cashback to customers which is paid by FU.

lotus7

I went to First Utility in August 2012 after using a comparison website because it was supposedly cheaper than my previous supplier. It was not it was more expensive. I was also given a Direct Debit date that was inconvenient. So I rang only to be told it was impossible to change the date. I found the Customer Service were unhelpful so after only three weeks I decided to switch yet again. In that short time I was in credit to over £100 pounds even after taking out the fuel I had used!
I spoke to the company I was with before switching to FU to try and finalise that bill. I could not because FU had not given them the final readings. I complained about that both to the previous supplier and FU which I presume is ongoing.
Now I am trying to get a refund for the overpayment. I rang in early September and I was told it would be in my account by the end of that working day. That was nearly a month ago. I have complained on a number of occasions since about this but I am basically being lied to and told one thing by one person and then something else by another.
I logged in to my account and looked at my recent bill only to find that I am now in debt to them because since I left estimated readings have been used. I complained and was told that the reason there was a problem and a delay was because the new supplier had not given FU the meter readings the days I left for both gas and electric.
I therefore contacted my new supplier and complained! They assured me that FU had the readings nearly a month ago and that they would take issue with FU on my behalf. They did and I was refunded.....the exact amount I was in debt not that I was in credit to them for so now it appears I am in debt to double the original amount. Some smart person had just glanced at the bill and sent a refund to my bank for that amount not what I was actually owed.
This is a potential criminal offence because surely this is false accounting?
As a result of this I made a further complaint to FU and received an email on 01/10/12 to the effect that my new supplier had the wrong readings!
I took those readings myself as instructed and they were exact!
I have spoken to Ofgem and I have been advised that I should make contact with the Ombudsman in the near future.
Dreadful company to deal with.

Aleks_R

lotus7 wrote: »

I went to First Utility in August 2012 after using a comparison website because it was supposedly cheaper than my previous supplier. It was not it was more expensive. I was also given a Direct Debit date that was inconvenient. So I rang only to be told it was impossible to change the date. I found the Customer Service were unhelpful so after only three weeks I decided to switch yet again. In that short time I was in credit to over £100 pounds even after taking out the fuel I had used!
I spoke to the company I was with before switching to FU to try and finalise that bill. I could not because FU had not given them the final readings. I complained about that both to the previous supplier and FU which I presume is ongoing.
Now I am trying to get a refund for the overpayment. I rang in early September and I was told it would be in my account by the end of that working day. That was nearly a month ago. I have complained on a number of occasions since about this but I am basically being lied to and told one thing by one person and then something else by another.
I logged in to my account and looked at my recent bill only to find that I am now in debt to them because since I left estimated readings have been used. I complained and was told that the reason there was a problem and a delay was because the new supplier had not given FU the meter readings the days I left for both gas and electric.
I therefore contacted my new supplier and complained! They assured me that FU had the readings nearly a month ago and that they would take issue with FU on my behalf. They did and I was refunded.....the exact amount I was in debt not that I was in credit to them for so now it appears I am in debt to double the original amount. Some smart person had just glanced at the bill and sent a refund to my bank for that amount not what I was actually owed.
This is a potential criminal offence because surely this is false accounting?
As a result of this I made a further complaint to FU and received an email on 01/10/12 to the effect that my new supplier had the wrong readings!
I took those readings myself as instructed and they were exact!
I have spoken to Ofgem and I have been advised that I should make contact with the Ombudsman in the near future.
Dreadful company to deal with.

Hello Lotus7!

Sorry to hear your story about FU. But it happens all the time with other companies, too. I know how frustrating it is to fight the system. I strongly suggest you deal with all complaints in writing (no phone calls!) and employ the rule of maximum two emails regarding same enquiry. I know it might sound time-consuming, but in essence, you are saving your precious time. If it fails, don't waste your time calling/writing them and take the next step: contact Ombudsman or any other organisation which is regulating this company or organisation. They will sort your issue out.)

I wish you good luck!)