Help with SES Southern Electric

alfchild

Hi wonder if anyone can give some advise on what I can do.

May 2011 I changed to SES from a doorstep agreement. Within the 14 days I cancelled as didn't want to carry on with the company.

March 2012 I received a final reminder from SES saying they'd cut off my electric, phoned them and said I wasn't with them. After some looking into it by customer services it was found they never transfered me back. I was then told I owed £580 (from May - March) and nothing was sent inbetween as the account was put on hold and no bills etc was to be issued. But could leave the company if wanted which later they changed their minds about.

I was told to pay £60 per month to pay off and current usage.

Was offered £25 from the bill, eventually got £150.

Although paid £60 still sent letters stating they'd cut off the electric. And denied setting up the £60 per month agreement (had a letter stating the agreement though)

I eventually went to the ombudsman as wanted to leave the company as didn't want to be with the in the first place not only this lost discounts from previous supplier and they were dearer.

ombudsman stated I had to stop with the company and had to have only a apology and spread the arrears over 4 years, but have to stop with the company.

The company now wants £90 per month which I can't afford as I am disabled unable to work (did work until I had a stroke may I point out)

I have got the arrears down to now £250 paying £72 per month.

My problem is, I didn't want to be with the company in the first place its not my fault they didn't transfer me back, paying more than should for electric and the company is putting the prices up.
Can't transfer due to their mistake. If I'd have been informed could've sorted out in the first place or set up a monthly payment instead I assumed was still with my other company and carried on paying them. Now have a debt shouldn't have and not my fault.

the May reading was apparently estimated also.

Is there any other place I can complain to who will actually see the problem. what went on has been cut down otherwise would go on for pages.

dogshome

Hmmm - A very tangled tale from which yet again the Ombudsman doesn't come out very well.

So far as you haveing to stay with SE, this is because of the debt being over £200, but you have already reduced it down to £250 and just one more payment of £72 will get it below the level where SE can stop you Switching, but note that you still have to pay SE the balance.

I can't be sure from your post, but it appears that SE were producing bills between May 11 - March 12, which you ignored in the belief that they were not your supplier.
Is it the case that you were still paying your Old Supplier over this period ?
If so you are entitled to claim back any payments to them over the period SE supplied you

alfchild

"I can't be sure from your post, but it appears that SE were producing bills between May 11 - March 12, which you ignored in the belief that they were not your supplier."

Hi no they never sent bills, apparently they assumed (SES) that Npower had taken back the supply of Electric (as they had taken back the gas) and had put a hold and anything at all coming out to me, hard to believe and I couldn't when I was told by them the first I knew was a disconnection notice in March 2012.

Ok about the payment but another bill is due before could which will put the bill back up again.

But because of this mess by them and admitting it and in writing, think there must be someone I can complain to as its rediculous.

sharon80_2

alfchild wrote: »

"I can't be sure from your post, but it appears that SE were producing bills between May 11 - March 12, which you ignored in the belief that they were not your supplier."

Hi no they never sent bills, apparently they assumed (SES) that Npower had taken back the supply of Electric (as they had taken back the gas) and had put a hold and anything at all coming out to me, hard to believe and I couldn't when I was told by them the first I knew was a disconnection notice in March 2012.

Ok about the payment but another bill is due before could which will put the bill back up again.

But because of this mess by them and admitting it and in writing, think there must be someone I can complain to as its rediculous.

I am reading your post but its still unclear, who did you pay money to during this period? I assume it was to one or the other (npower?) so could that be claimed to help with your usage? I think you are prob paying more of the debt back and the difference isnt covering your energy usage at present, could you not extend time your paying your debt to keep monthly payments down?

Terrylw1

OK, I think you need to fully understand the switching process first. This will help you fight this.

When you sign up, the proposed supplier doesn't apply to transfer you until the end of the cooling off period.

So, I think you point is to prove that you cancelled within the cooling off period. Switching you then would be classed as an Erroneous Transfer (ET). Upon finding this has happened, informing your correct supplier would mean they would transfer you back as if you never left. You would never pay the other supplier in this instance.

If you can prove this, you easily have grounds to complain at the ombudsman that they have ruled incorrectly.

The energy ombudsman clearly lacks understanding of the industry and is making some bad judgements. So, its worth consumers complaining so its seen by someone more senior.

In terms of SES thinking Npower had taken you back hence blocking billing is incorrect. Switches go via the distributor with data flows which mean a full audit trail. SES would know this wasn't the case.

alfchild

So if I write to Npower and tell them thats the first step yes, I actually have letters from SES stating they tried to cancel the transfer (hence putting any bills etc on hold) but Npower never responded. I was very upset at the ombudsman, when he called me he just basically said it was wrong but as I'd used the energy I'd have to pay and wanted to sort out fast so didn't have to drudge through the file SES had sent. He told them they had to spread the cost over 4 years and also apologise, well when the amounts now half what I owed in 3 months doesn't seem like 4 years to me and never got the apology. Also I didn't know you could actually complain to the ombudsman about the ombudsman. Thats why I've been searching that there must be someone out there could see my point.

The CAB was actually originally involved and he actually said I should've gone to the papers about it lol. He was good, but guess what can't get a appointment to see him now which is bad.

Any more help is appreciated thanks

alfchild

A quick one to complain about the ombudsman is the energy ombudsman I'd write to as can't find how to complain about them.

Also would I actually be entitled to the money back from SES I've given them as I can't imagine them actually doing that?

Can't understand why none of the officials like the ombudsman or even CAB have told me to do that, is it still possible because of the timescale? And is this actually Npowers fault for not taking it back because will write a real letter to them just asking basically then I know my standing

alfchild

Hello again, found a site, apparently they can't do a ET if the account has gone several months without detection. The ombudsman told me that he couldn't make them award compensation and the usual amount was £75 from the bill, on the site I've looked at it actually states they can award upto £5000, do a complaint about the ombudsman is in order. If anyone knows where to complain about it let me know. Oh yes forgot, as you are probably aware when something is agreed the ombudsman closes the case, but guess what SES refuse to speak or have letters from me and tell me to go through the ombudsman?????