Add your feedback on energy supplier Sainsbury’s Energy

[Deleted User]

Having spoken to SE today, I find out that, even though my old electricity supplier has sent a final bill and closed my account, SE haven't taken the supply on because "they can't agree the final reading with the old supplier".

Their excuse? "It's something the whole industry is suffering from..."

But when pressed - "...but it's something that we're suffering from more than the others, so it's probably us at fault".

Yeah. Suspected as much.

Hern

The "whole industry" isn't suffering from anything.

Disputes over so-called final readings are between a disreputable bunch of clowns who invented entirely fictional data and then either hid or lost the actual readings and reputable suppliers who, as in my case, have gone back to the clowns to say hey, what you've done isn't in any way acceptable.

The sooner the weeks have ticked by from the date of the original complaints made by so many to British Gas Trading As Sainsbury's Energy, the better. BGTASE may think it has a few, um, "problems" now. It can rest assured that those "problems" will be as nothing to what it'll be facing in a short time from now.

oxters

I managed to get my complaint resolved after I got them to admit that although they got the numbers of the final reading correct, they were not necessarily in the right order!

Since they have not answered my customer service query about "hive remote control from an app", I have tried asking BG.

Perhaps it is a different team but I am not holding my breath.

therealgiblet

Hello,

.....

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.

[Wow - four processes - I can see that being quite an undertaking even for seasoned Customer Service Teams. You only need to do two of those processes though as my GAS is already setup. Surely even a beginner Customer Servicer could do that....]

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.

[This information was correct though for my meters as I had switched many times before to different suppliers so I can only ascertain that something is wrong your end.]

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.

[Yes they have - it's you that hasn't actually managed to send any bills....]

Sometimes either of these process can fall down due to slightly wrong information and they have to be sorted out manually.

[OK - but how long does it take to 'manually' complete 2 processes (My GAS is setup already) - as you mention above? Surely less time than it takes to respond to my post?????]

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.

[How long do you talk to them for? So far you have taken over 8 weeks... that's a long conversation - maybe even a record.]

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].

[Yes I am still unsure - my previous complaint regarding 'Can you please explain exactly what you are waiting for?' got answered today... the response:

"I appreciate that the delay in setting up your account is frustrating, but please be assured that we are working hard to resolve this for you and you currently do not need to anything else."

Again makes no sense and doesn't even answer my question... ]

MSE_Dan_L

aidant wrote: »

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

Hi Aidant

I'm sorry to hear that you're having problems following your request to switch. If there was something specific which you were looking to escalate, do let us know by emailing collectiveswitch@moneysavingexpert.com and we'll raise this for you.

In terms of Ombudsman complaints, generally you'd first need to complain directly with the supplier and then only after 8 weeks (or earlier if it agrees to issue a deadlock letter), would the Energy Ombudsman be able to look at this impartially for you.

MSE_Dan_L

billbennett wrote: »

Having spoken to SE today, I find out that, even though my old electricity supplier has sent a final bill and closed my account, SE haven't taken the supply on because "they can't agree the final reading with the old supplier".

Hi Bill

This doesn't sound quite right to me. Normally the final bill process only kicks-in after the supply has switched based on the meter read which the new supplier passes to your old supplier.

In cases where the opening/closing read is disputed, it would be unusual for a bill to be calculated.

If you'd like us to escalate this one and get confirmation from Sainsbury's Energy about the status of supply, do drop us an email collectiveswitch@moneysavingexpert.com.

MSE_Dan_L

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.

Hi there

I can totally understand your frustration with this. If you'd like us to get this escalated with Sainsbury's Energy and try and get a clearer picture on the status of your electricity switch, do drop us an email to collectiveswitch@moneysavingexpert.com.

shopaholicz

On the positive side, we switched to SE in February and everything went very smoothly. We moved from OVO to SE. Our final meter readings for gas and electricity were accepted by both companies. We were in credit with OVO and managed to claim this back very quickly online. No problems with SE, linked into their website OK, direct debit set up quickly and they just took over where OVO left off.

The difference for us.........£54 a month less!!

Oh... and we got £30 cashback for swapping.

footyguy

shopaholicz wrote: »

...The difference for us.........£54 a month less...

Wow, that a big saving!

How much do you actually pay per month now?
We don't even pay £54 a month for our gas & electricity. (we are admittedly a low user)

MSE_Dan_L

cliff_hanger wrote: »

Our experience very similar to maggie dee above. Started the switch from EDF to Sainsburys in Jan this year, electricity eventually changed but still no sign on the gas. Have lost the will to hang on the phone any more. Email complaints get polite replies promising the world, but no actual action.

Are we just moaning ? Well, this is supposed to be easy, but I can't recommend this to elderly relatives (who really need to save money) if it doesn't even work for us. We have switched a few times now, whenever the switch happens slowly, it's an indicator that later customer service will also be poor (ie: they'll be impossible to get hold of).

I'd prefer to revert back to EDF, pay the extra, and know that whenever I get in touch someone will be there to talk to me.

Hi Cliffhanger

Sorry to hear about those problems. If you'd like us to help with this, drop us an email to collectiveswitch@moneysavingexpert.com and we'll ask Sainsbury's to look into this further.

Alternatively if you'd prefer to stick with EDF, Sainsbury's should waive the exit fees for you and you'll be able to switch back.

I hope this helps.