Add your feedback on energy supplier Sainsbury’s Energy

Former_MSE_Weleid

Hi finlay57,

If you could drop us an email at energyclub@moneysavingexpert.com we'll look into this for you.

MSE Weleid

Ian_X

Switched from EDF to Sainsburys/BGas.

The £30 cashback has arrived which is good.
My final bill arrived from EDF which was wrong because of BGas not registering my final meter readings.
Tried contacting JS/BGas - complete waste of time as usual.
Sent an e-mail to EDF with correct final meter reading.
EDF replied either same day or next day with revised figure.
Contacted EDF chat to check detail - got immediate connection to advisor who was very quick, knowledgeable and helpful.
The revised final bill is now a refund which should arrive in a few days.

So it looks like I have to use EDF customer support to manage my move to another supplier because the new supplier's customer support is still so poor!

I noticed JS are prepared to waive the cancellation fee because of all these problems. I think it might be time to get some new quotes.

[Deleted User]

Anyone been billed for one fuel but not both? Very confusing, getting a "your gas bill" in the post that makes no reference to electricity... Especially as the website says I've got both with them.

therealgiblet

billbennett wrote: »

Anyone been billed for one fuel but not both? Very confusing, getting a "your gas bill" in the post that makes no reference to electricity... Especially as the website says I've got both with them.

Yes - they haven't got a clue what's going on. Read my post above.

British_Gas

therealgiblet wrote: »

What I can't understand is why SE can't seem to setup my electricity account - bearing in mind I transferred my energy supply to them on the 4th March!!

I have had three emails regarding my official complaint - in the third reply SE said:

"I appreciate that it’s frustrating that you’re Electricity account is not yet set up but I can assure you that we are doing all we can to get this matter resolved for you as soon as possible.

I have again progressed the issue preventing your account from opening and am hoping to have the issue resolved within the next 3 weeks.

You advise in your email that you have arranged to transfer your supply to another provider. Although I appreciate we have let you down and are not providing you the level of service you expect from us, transferring supply whilst this issue is ongoing may cause us to encounter further issues, however this is of course your decision."

So I replied immediately:

"Can you please explain exactly what you are waiting for?

I have given you the number of my electricity meter and my starting meter reading?

What else do actually need? Can you please be more specific."

I haven't since got a reply.

What does 'all we can' mean?

What does 'progressed the issue...' mean?

It's truly pathetic - they are obviously well versed in giving the customer as little information as possible and being unspecific to the point where there is actually no point replying to my complaint.

I'm starting to think this company is actually run by politicans given the lack of information in the answers.

I really am annoyed with these complete idiots.

What exactly are SE (British Gas) playing at?

Not long to get Ofgem involved now.

Never ever again will I use this useless bunch of imbecilic fools. I hope I can claim compensation too and everyone else involved because the sooner these idiots have run out of money the sooner they can close their shambolic effort of a business.

Hello,

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. 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. 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.

Why would my switch be delayed for one fuel and not the other?

Two processes have to happen for each fuel when a customer switches from one energy supplier to another. Therefore this is a total of four processes.

Number 1: When a customer chooses to switch to us, we have to use a national database containing details of every meter in Great Britain, including its address and unique identification number. A company called Xoserve runs the gas database, while Gemserv administers “Ecoes”, the equivalent for electricity.

Number 2: We then ask the gas or electricity networks, which transport power to homes from the grid, to inform the customers current supplier of that property that we have taken over the contract. The former supplier should then stop sending bills.

Sometimes either of these process can fall down due to slightly wrong information and they have to be sorted out manually. This will be why your electricity account is delayed. We will be talking to all the teams mentioned above, whom will be talking to your old supplier to make sure we all have the correct information so that your switch can take place.

If you are still unsure please call our general enquiries line on 0800 316 0316 or email [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL].

Thanks,

Amy

British_Gas

alanwsg wrote: »

Remember, all you see here are the complaints, my switch from Flow to SE went through pretty painlessly, still waiting for my £30 cashback and final bill from Flow but everything else seems to be OK.

The critical thing seems to be that you HAVE to phone in your initial meter reading, you can't do them online, and they don't tell you that!

Hello,

Thank you for switching to Sainsbury's Energy and we're really pleased to hear you have had a simple switch!

We are creating an online journey for our customers to submit their initial meter reading as I write this, which we are hoping will be available by the end of May.

Thanks again and if you need any help please call our general enquiries line on 0800 316 0316 or email [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL]

Amy

British_Gas

maggie_dee wrote: »

We switched to Sainsbury's after reading MSE's big switch. all seemed OK and we got our letter to confirm our dual switch. The electricity switched to them late Feb BUT the gas is still with EDF? I have emailed, phoned and complained but nothing happens. The staff on the phone are very polite and helpful but still nothing happens. I have spoken to EDF and they tell me that the switch to Sainsbury's gas hasn't been initiated yet!!!!! It is now the end of April. We did receive a letter from Sainsbury's telling us the the switch over would be on the 16th March!!! We hold our heads in our hands

Hello,

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. 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.

Why would my switch be delayed for one fuel and not the other?

Two processes have to happen for each fuel when a customer switches from one energy supplier to another. This therefore means there are four processes to go through.

Number 1: When a customer chooses to switch to us, we have to use a national database containing details of every meter in Great Britain, including its address and unique identification number. A company called Xoserve runs the gas database, while Gemserv administers “Ecoes”, the equivalent for electricity.

Number 2: We then ask the gas or electricity networks, which transport power to homes from the grid, to inform the customers current supplier of that property that we have taken over the contract. The former supplier should then stop sending bills.

Sometimes any of these process can fall down due to slightly wrong information and they have to be sorted out manually. This will be why your gas account is delayed. We will be talking to all the teams mentioned above, whom will be talking to EDF to make sure we all have the correct information so that your switch can take place.

If you are still unsure please call our general enquiries line on 0800 316 0316 or email [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL].

Thanks,

Amy

[Deleted User]

Dear British Gas rep - I have two issues you might hopefully advise on:

1) Even though I've had final bills from both my old gas and electricity suppliers, and your website shows I have both products with you, you've only sent me a gas bill - no mention of electricity?

2) I gave my initial readings by phone, but now when I try to give subsequent readings online, I get a "there's been a problem" email a few days later. Over, and over again.

aidant

I joined Sainsbury's energy though the this websites Group Energy Deal

I WISH WE HAD NOT THIS WAS A BAD BAD MISTAKE

They are completely useless their processes and complaints process are a complete farce and we have had to go to the ombudsman now as they just will not communicate with us

They are absolutely useless and when I complain they send a letter saying they will act in SEVEN days - and guess what they don't do anything

This is the worst service I have ever received

THANKS A LOT MARTIN FOR YOUR RECOMMENDATION

aidant

I don't seem to be the only one! Martin - why did you not check this out beforehand? Its been months now, so I have contacted the ombudsman to see if this makes any difference to their arrogance. What is the point of sending me a letter (Ref CRM/CMP/D001 if anyone from BG is reading this) and then not acting upon it to resolve the matter?