Add your feedback on energy supplier Sainsbury’s Energy

seacaitch

davidsuffolk wrote: »

Update on SE chaos.

So far, so good until today SE sent a mail asking for resubmitted readings as their website had a "technical problem" this despite them telling me by mail what my readings were.
I also see my account still shows a credit in the amount of the monthly DD and this has not altered, being shown before any money was collected and now after the first DD has been taken.

Once this has all settled down and I have received my cashback I too will be removing my details from MSE energy group swaps.

Similar thing here...

I told Sainsbury/BG actual readings, which they then ignored and invented estimated readings at the switch date. These estimates were very low, which meant they were in effect robbing EDF (my prior supplier), by BG billing me for a load of energy that EDF had actually supplied to me prior to the switch date.

That's EDF's problem - doesn't affect me since Saisbury/BG is cheaper than EDF was, but rather underhand...

BUT.... today, Sainsbury/BG then email me with this garbage email about 'technical faults' on their website meaning I need to resubmit readings. This is total nonsense - they're not using any readings I've given - they're using estimated readings they invented and told me about!

I'm just going to ignore this email, as the alternative is a 25-50 minute wait on the phone with me then trying to explain the nonsensical situation to someone unable to resolve anything...

Sainsbury/BG are a total shower, and it's my misfortune to have become embroiled with these jokers because I made the mistake of trusting that the MSE collective switch would be a smooth and painless process. How wrong I was.

:mad:

scope

I have had my meter reading "rejected" in form of an email twice, the reading they have supplied to EDF is lower than the one I am trying to supply, and there is NO WAY I am waiting on the phone for 30min+ minutes to talk to anybody.. Absolutely rubbish if you ask me.

British_Gas

colmac71 wrote: »

Switched to Sainsbury's too recently, supplied meter readings twice, few days later got the usual e-mail "we are having trouble" so decided to call them...and again spent 25 minutes on the phone waiting for them to answer.

Hi Colmac71,

We understand that the level of service that has been offered to some customers through the MSE Collective switch has not been up to the standard that existing Sainsbury’s Energy customers are used to, and apologise if this has been your first experience of us. We have had an unprecedented number of enquiries for Sainsbury’s Energy tariffs but are continuing to investigate all options to improve the experience for customers. Alternatively, you can also contact us at [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL].

Thanks,
Anna

British_Gas

zoltane41 wrote: »

Only received a letter about gas, not electricity. Phoned them to query this - had to wait 25 minutes before an advisor answered.
He told me that it was progressing and they would use an estimate for electricity.
My main usage is electricity, not gas - he told me that the National Grid worked out the estimate. I thought the National Grid just provided electricity via the lines, didn't know they did meter readings!
I will have to phone again and insist they take a reading from me.
They seemed surprised at the take up through Martin Lewis deal.

We understand there have been issues where customers have received a single letter from us stating that only either their Gas or Electricity is being transferred. The reason for this is that we normally send two letters, one for each fuel, and under normal circumstances both letters are created simultaneously and should arrive at the same time. In some instances this has not happened. If there is a delay in transferring either fuels it could result in one of the letters also being delayed hence why you have only received one letter. Don’t worry, the other letter should arrive shortly and in most circumstances both your gas and electricity will still transfer across without you having to do anything. If you are still unsure please call our general enquiries line on 0800 316 0316 oremail [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL].

Also, we are sorry if you have experienced any issues submitting your meter readings. Currently we cannot receive your opening meter readings online. If you call 0800 107 4985 you will be able to submit opening meter readings using an automated service.

Thanks,
Anna

British_Gas

CHKath wrote: »

Oh dear all the same experiences as above - had hoped I was a one off. Not prepared to hang on phone for 40mins...... will have to try and email meter readings and hope for the best.

Hi CHKath,

Sorry to hear you've experienced long wait times to speak to us. If you're trying to submit your opening meter read you can either call us on our automated line (so you won’t have to queue) on 0800 107 4985 or email us your account details and meter reads at [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL].

Thanks,
Anna

russells

dadsgoneshopping wrote: »

Had a letter from them saying that they want a deposit of £215 to open the account, which they will refund after the first year. What about interest ?

Pi** up and brewery spring to mind where sainburys and BG are involved....

Have a look back through the thread to about page 5/6 for my comments on the deposit requirements. Basically Sainburys/BG lie in order to get your deposit.....

It also seems that £215 is a common figure for them to ask for, we cant all be using the same amount of gas can we?

I fed this back to BG via MSE Dan and he hoped they would reply to my comments on the forum but they havent despite being on here and repeatedly saying sorry please email this address.......

They have also invented a new class of post for letters as they take over a week to arrive to every man and his dog......

On the bright side the meter readings I submitted via phone are in my online account now though the elec is showing as estimated and the gas as a customer read so thats a strange one considering the values are the one I put in!

I'm just waiting for the farce which will no doubt ensue when they have to payout the cashback to everyone. With a bit of luck they may get it wrong in our favour and pay us all twice as compensation for the whole debacle but somehow I doubt the error will be in our favour.....

Roll on next year when I will definately switch supplier!

seacaitch

British_Gas wrote: »

Also, we are sorry if you have experienced any issues submitting your meter readings. Currently we cannot receive your opening meter readings online. If you call 0800 107 4985 you will be able to submit opening meter readings using an automated service.

Thanks,
Anna

Hi Anna,

As you say, opening readings need to be submitted by telephone, not online.

That being the case, why are plenty of us receiving emails from you that state the following:

We're having some technical problems with our website, we would be grateful if you could try to resubmit your reading in 24 hours.

1. Since opening readings cannot be provided online, the email makes absolutely no sense.
2. In my case, the "opening readings" you've decided to use are not actually the readings that I provided to you, but something different (lower). Since you've come up with these figures, not me, your email I've quoted above makes even less sense.

In summary: your communications with customers is absolutely dire. Emails and letters makes little no sense and only serve to create additional confusion and errors.

This is the most basic stuff that you're getting wrong, and getting wrong repeatedly. None of it is explained by the excuse that the number of customers switching via the MSE Collective Switch was greater than expected. Larger numbers would simply cause delays in the process, whereas the nature of the problems being experienced suggests that the 'new customer' aspects of your billing system is riddled with basic faults.

I've never seen anything like it!

dockarl

Sainsbury's energy might be cheap but switching to them is a real hassle. When I switched to EON previously it was all managed via email and simple online opening meter readings. None of this trying to type long meter point numbers into the phone only for Sainsbury's to ignore the readings anyway (having sent a letter asking for readings that were required before the letter was even received!)

If nothing else, Sainsbury's energy should immediately offer to waive the early exit fee for all customers who have had to put up with this totally unacceptable and frankly embarrassing level of CS. I assume MSE will be pursuing this.

alanskio

I am on Fixed price Aug 2015 at present, looking for better deal with same service. Looking into Sainsbury's Energy and was told by B.Gas Customer Services Online Chat today that :
You can certainly switch your accounts to Sainsbury Energy. As per our chat conversation, I've confirmed with our relevant team and we won't apply cancellation charges if you switch the supply to Sainsbury Energy. You can contact the Sainsbury team on 0800 316 0316* for further enquiries.
According to Money Saving Expert's Cheap Energy email, I could save £230 p.a by signing up for Sainsbury's Fixed Price March 2016 | Fixed till 31 Mar 2016. Mmmmmm there's temptation at £290 plus the Nectar points. Wonder if they'll give me bonus points to join like B.Gas used to.

theboylard

Nice to see MSE pursuing Sainsburys Energy and British Gas over this farce of a switch - just you wait until the cashback is due and fails to appear, MSE had better have plenty of people on the phones then.

Like many others, I really cannot see how Sainsburys or British Gas can apply any penalty for leaving early.

The unneccesary hoops that all of us have had to jump through, because of the complete incompetence and indifference shown to us customers, switching through the MSE collective switch makes any penalty vindictive.

The uncertainty about billing, the blatant fraud by Sainsburys Energy and British Gas over the short reporting of estimated usage to previous suppliers and the complete apathy that appears from all of those behind this switch - yes that includes you MSE, you brokered the deal! - makes me fairly sure that I won't be using any recommendations from Cheap Energy Club in the future.

So disappointed with MSE, you have a huge task ahead of you to regain all the lost trust and faith us users had in you.