eon/npower erroneous transfer help

heather_helo

hi, help please

had a letter a month ago from eon saying "sorry to hear your leaving" i was a bit puzzled as we are not swapping providers of our services....

rang the eon customer services number who kindly put in an erroneous transfer note on the request and said "we will sort it" as it was a saturday i said ok as the department required was closed. a lovely girl left a message on my answerphone on monday saying we have been in contact with correct department, it was been returned to npower to sort. that was that.

2 weeks ago we get the "as we haven't heard off you" letter "your transfer will go through a week from postmarked"???

this again puzzled me - so again rang eon who said the erroneous transfer was returned to them as been a valid contract and there was NOTHING they can do, (letter wording is standard for all accounts which leave eon :-/)
so the electric contract (gas not moving strangely) will go. the gentleman i spoke to said I need to ring npower and explain im the householder and get them to try and send it back to eon.

i did the above, spoke to a lady who confirmed that there was no contract, and was going to transfer the supply back - she also said will send written confirmation of it.

this was 10 days ago. no letter, no transfer from npower, eon has put in a request to take the supply back, and have also said that our current bill will remain frozen untill feb/or when all the above sorted.

Question is: has anyone else experienced the above, how long did it take to sort. did you get any compensation from any party - to date ive spent 85 mins on phone (3 phone calls to eon/2 to eon) did you have to go to the ombudsman to get it rectified - so far eon helpful npower not so helpful

spiro

I am not aware they compensate for ETs but what does happen is you will only be billed by Eon as if you have never changed supplier. There are numerous reasons this can occur but the industry are getting better at not doing it.

Former_E.ON_Company_Representative:_Malc

Sorry heather_helo, only just spotted your question.

As npower have confirmed they didn't have a valid contract, they should now be sending your account back to us.

It can vary but, in these circumstances, it usually takes approx 28 working days to return the account. This will be from the time they started the transfer back.

As we weren't the ones responsible for transferring the account, it's unlikely we would offer any compensation.

Spiro is spot on about the billing. With an erroneous transfer, we'll bill through the period your account was with npower as though you had never left.

Hope this helps.

Malc