Add your feedback on energy supplier Sainsbury’s Energy

Billy_NM

I've had the same problems as everyone else - late & missing letters, only one fuel set up, problems giving opening readings....

I found the best way to get in touch with Sainsburys Energy is through the dedicated email address that MSE advised me to use

msecollectiveswitch (at) sainsburysenergy (dotcom)

By setting out all my problems in detail and giving meter readings and meter numbers I got a reply in just over 24 hours. They confirmed opening meter readings accepted and the online account changed to show both fuels. However...

after 48 hours the readings were still not showing online and my account had been credited with a payment that has not left my bank account so I emailed them again. This time they phoned me 24 hours later...

Apart from an apology the main thing I learned (and which I find almost unbelievable) is that the online account that we see is not updated in real time in synch with the data that they use. So they have got my meter readings - lady read them back to me - and the account balance shows what it will be when the first payment is taken next week!

She asked me to 'be patient' as everything seems in order to them, and let them catch up with updating systems. Could I wait for 28 days for things to settle down and only get back in touch if my payments are not taken from my bank or if I get any new problems! I guess I will wait, but until

a) MSE confirm BOTH fuels have tracked for cashback
b) my old supplier issues a final bill that I am happy with
c) Sainsburys take correct payments and
d) online account is accurate

.. I won't consider myself satisfied

Also have to say that while MSE have offered advice quickly when asked, I am surprised and disappointed that they haven't put a wider message out in the weekly email or via the Cheap Energy Club mailing system. I suspect there will be many people experiencing problems who aren't clued up enough to seek help or use this forum who might welcome some information and reassurance.

davidsuffolk

Billy_NM wrote: »

and the account balance shows what it will be when the first payment is taken next week!.

That's interesting as my account shows I am in credit when no payment has been made yet so maybe that is some sort of answer. I say " some sort" as the amount in credit is more than my monthly debit will be and for some reason went down by £60 around 08.00 this morning then went back up to the previous figure around 11.00.
I guess,like God, Sainsburys move in mysterious ways!

ShinyFSE

We got suckered into switching to a dual fuel tarrif with Sainsbury's Energy. We are not at all impressed with the service thus far and regret taking Martin's advice to switch!!

Our switch over date of 4 March came and went - we did not receive correspondence until 10 March which requested an opening Gas reading by 11 March at the very latest (there was no mention of electric opening reading).

We have been unable to speak to anyone @ Sainsbury's Energy to date despite continued efforts. We just keep getting an automated response stating wait time of between 30 and 45 minutes to speak with an operator!! Unbelieveable.....

We therefore setup an online account and submitted opening readings via the internet on 11 March. An automated email response was returned stating "Thank you for sending us your Energy meter reading. We're updating your account right now - and we'll send you an email to let you know it's done."

We have today, 15 March received an email stating ''We're having some technical problems with our website, we would be grateful if you could try to resubmit your reading in 24 hours. When we receive your reading we'll send you an email to confirm receipt."

This switch is proving to be a complete farce and pain in the a**e!! You have been warned!!

Equinox

Same as everyone else who followed the advice of MSE to switch.

+ Letters dated 2nd March giving a 11th March deadline for meter submission, but only received said letter on the 10th March.

+ Meter readings submitted but then a few days later I get an email saying there was a problem with their systems. I think I'm on the 3rd round now.

+ Incredibly long waiting times on the phones (do they have one person answering them?)

+ In credit on my account even though no payment made?

I really hope things get better. And MSE, you're supposed to the champion of consumers!

MSE_Dan_L

Just a quick note around providing opening meter reads and receiving rejections for online meter reads. From some of the comments posted over the weekend, it sounds like a few of you might have missed the point highlighted in the update email from 5 March, but unfortunately opening meter reads to Sainsbury's Energy do need to be completed via the automated phone number.

I've also covered this in the post below, earlier on this thread.

https://forums.moneysavingexpert.com/discussion/4415687

I hope this helps.

British_Gas

Hi All
Many apologies for the issues you have been experiencing. We are have had unprecedented numbers signing up for Sainsburys Energy and are doing everything we can to meet this demand. Please call 0800 107 4985 to give a meter reading using our automated service. Alternatively, if you are still having trouble please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL]
Many Thanks

British_Gas

Equinox wrote: »

Same as everyone else who followed the advice of MSE to switch.

+ Letters dated 2nd March giving a 11th March deadline for meter submission, but only received said letter on the 10th March.

+ Meter readings submitted but then a few days later I get an email saying there was a problem with their systems. I think I'm on the 3rd round now.

+ Incredibly long waiting times on the phones (do they have one person answering them?)

+ In credit on my account even though no payment made?

I really hope things get better. And MSE, you're supposed to the champion of consumers!

Many apologies for the issues you have been experiencing. We are have had unprecedented numbers signing up for Sainsburys Energy and are doing everything we can to meet this demand. Please call 0800 107 4985 to give a meter reading using our automated service. Alternatively, if you are still having trouble please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL]

gary44

British_Gas wrote: »

Hi All
Many apologies for the issues you have been experiencing. We are have had unprecedented numbers signing up for Sainsburys Energy and are doing everything we can to meet this demand. Please call 0800 107 4985 to give a meter reading using our automated service. Alternatively, if you are still having trouble please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL]
Many Thanks

No point emailing british gas, nobody bothers to respond

djpleasure

contacted media@britishgas.co.uk, got a confirmation email back, got a read receipt also, no further responses. still no joy phoning, tried again few minutes ago, estimated 40 minute wait. Got email quoting an estimated bill, to which I refuse to pay, both fuels have not been setup, only Gas according to letter correspondence, also got confirmation that i cancelled direct debit. I am seriously fed up of all this now. Can anyone recommend a decent but cheap energy supplier as I need to jump ship. I was previously with EDF, which was problematic. I know there is suppose to be a penalty for coming out of contract, but do not believe Sainsburys Energy can claim that as the service provided is dire with no means of human contact. I am verging on contacting ombudsman and watchdog, I think if many do the same, it will add more weight to our battle to get things to an acceptable level.

Ochil99

I've managed to get through the problems of single fuel letter, initial meter readings fiasco, long waits on the phone..........
Got a letter today saying "... worked out what you will be paying over the year, and didvided it into equal (monthly) payments. Your monthly payment is £5.30."
Considering I've been paying well over £1000 per year for the past number of years this is REALLY CHEAP.
Or is it still SE messing things up?