Add your feedback on energy supplier Sainsbury’s Energy

peanut2717

i am still waiting for sainsburys to send the final details of the electricity switch i completed through your site, i stopped being with co-op on 4th March but have had to pay for my dual fuel for april.

I gave my readings as requested when i switched, Sainsburys say that they do not keep these as a record to look back on and now months later i have an issue and they say we can just guess what your probable reading would have been on the date you switched, whats the point of choosing a different supplier/tarrif if we are just going to guess how much fuel we used and at which price we are going to pay it?

Apparently gas bill has been finalised but a lot of Sainsburys' electricity customers who joined on 4th March have been let down like this.

footyguy

peanut2717 wrote: »

i am still waiting for sainsburys to send the final details of the electricity switch i completed through your site, i stopped being with co-op on 4th March but have had to pay for my dual fuel for april.

I gave my readings as requested when i switched, Sainsburys say that they do not keep these as a record to look back on and now months later i have an issue and they say we can just guess what your probable reading would have been on the date you switched, whats the point of choosing a different supplier/tarrif if we are just going to guess how much fuel we used and at which price we are going to pay it?

Apparently gas bill has been finalised but a lot of Sainsburys' electricity customers who joined on 4th March have been let down like this.

As long as the final meter reading used by the old supplier matches the start reading of the new supplier, I wouldn't worry too much. Any difference in cost is likely to be small.

Furthermore, if you take a meter reading today, and compare it to the last known meter reading you do have (which hopefully was not too far before 04/03/2015 if you want accurate billing) then you should be able to estimate yourself what the meter reading was on 04/03/2015. You can compare this to the one they estimate.

Finally, hopefully you will take this as a lesson learned. Do not discard meter readings provided, until at least you have a record of them being accepted and used by the supplier.

Vortigern

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.

I haven't had a bill for either fuel yet, but SE have taken the DD payments for the last two months.

OVO have produced a final statement for one fuel, and are still holding my significant credit balance.

pete7708

pete7708 wrote: »

Dan,


My estimated readings are way, way out. The actual readings only just above those taken last September.


So I phoned the number you have given which only connects to the normal Customer Service number with the exceptionally long waiting times. :mad:

I persisted and SE acknowledge they now have the correct readings, we checked again to make sure, and have passed them on to the previous supplier, Scottish Power.
(Although they do not do it themselves and it has to go via a third party). :huh:


Their system shows that the readings have not been accepted by SP and every 5 days that this happens the computer escalates the problem to the third party. Mine has been escalated twice so far. The call handler says it can take 25 days to get sorted but does not know what happens if the problem still exists then.


I then called SP and they acknowledge receipt of the Gas meter readings from SE. Unfortunately though is not the reading that SE have on their records and SP say it is marked up as estimated.:rotfl:


They say the Electric can take a lot longer to arrive as there are more people with Electric meters than Gas. :question:


Suppose I will just have to wait the 25 days to see what if anything happens.

An update......


Old supplier SP stills says it is awaiting Electric meter readings.


SE admit they still have not sent them. Apparently the person I spoke to last time initiated the wrong dispute procedure so absolutely nothing has been done.


1 hour on the phone and the correct procedure has supposedly been done. This normally would take 7 days to resolve but due to the number of problems may well take 28!!!!


MSE, when you went on the Jolly to check all was OK with SE systems before announcing the deal did anyone actually get past the finger buffet :beer:and champagne bar? If you did then I do hope someone is getting a P45.

MSE_Dan_L

Vortigern wrote: »

I haven't had a bill for either fuel yet, but SE have taken the DD payments for the last two months.

OVO have produced a final statement for one fuel, and are still holding my significant credit balance.

Hi Vortigern

That sounds frustrating - Sainsbury's Energy have told us there could be a few different reasons for this. If you drop us through your details to collectiveswitch@moneysavingexpert.com, we'll ask it to update you on what the delay is.

shopaholicz

Hi footyguy,

we pay £126 now, used to be £180 with ovo. I've cut out another couple of things we used to pay monthly dd for too, so actually saving £84 a month. Now...what can I spend that on? haha..paying it straight off the mortgage.

Zaksmummy

Changed from sainsburys energy to Npower 14th Nov 2014. I was asked to supply meter read which I did try but my gas account had already closed so I could only do elec read, this was done around mid Dec. I rang SE in January to ask about final bill and they told me they were waiting to hear from npower, rang npower same day saying same thing, and to leave it with them. Fast forward to 5th March, I rang SE for final bill, I knew I was due refund, he agreed and said that records show I was due refund of £394 and cheque was on its way. Money went towards facias . Fast forward to today, I have now received a final notice bill of £324 from British gas, 6 months of total shambles, he said that I shouldn't have received that refund and that the person who issued it would be spoken too. :eek:

My case has been put on hold for a week, so he can sort it out, ringing back next week. Thing is, he asked me how much compensation I think I should have!! I don't think he liked my reply :rotfl:

Any suggestions?

j.bedders

Well, I'm three months in, and here's my timeline:

03 Feb: Switched (or not, apparently)
10 Feb: Had a request from British Gas to register online
11 Feb: Confirmation from Sainsburys Energy that registration worked
27 Feb: EDF confirmed I was leaving
02 Mar: Submitted opening readings to SE online
04 Mar: Email saying meter read had failed
Tried again online
Phoned with readings
10 Mar: Realised only electricity had switched
12 Mar: Emailed media@bg as suggested by MSE on this forum
media@bg replied saying it was nothing to do with them
media@bg replied again asking if I would like my query escalating
13 Mar: Emailed media@bg to say yes
22 Mar: Voicemail from BG saying they were investigating & and would get back to me within in 5 days

If you can't be bothered to read further, that's ok, there's no need, that's as far as I've got despite the following...

30 Mar: 8 days late. A call from BG to say they were investigating, needed 3 weeks, and would escalate further if that didn't resolve my missing gas account.
09 Apr: BG offer £20 credits via this forum to anyone being messed around
09 Apr: Emailed BG for an update
13 Apr: BG ring to say no progress, if not resolved by 27 Apr would escalate
25 Apr: A text from BG saying they would ring me, on 07 May
07 May: Today a voicemail from BG saying no progress and they would ring me again on 16 May...

So it's been three months, my electricity account is with British Gas, and my gas account is still with EDF. I'm not on the cheaper tariff I tried to switch to because it's not dual fuel, and I'm on a higher tariff with EDF for the same reason. So this switch isn't just not saving me money, it's costing me money. And no MSE cashback received, and no £20 BG credit received.
All that's happened in 3 months is a redefinition of the word 'escalate', which seems nowadays to mean 'put on the too difficult pile'...

bigsi70

Very disappointed!

Supplied BG with Gas & Electircity readings 3 times - and they still can't agree with EDF what my final Gas reading should be.
Have received my £30 for switching from MSE Energy Club but still have no final Gas bill from EDF.

My big worry is that BG are taking £12 direct debit per month, so when I eventually get my final bill and switch to BG, I am going to get a massive bill from BG (and higher than EDF direct debit was) as I have now not being paying correctly for 3 months.

All these money saving ideas are great when you are dealing with a good company but waste time and money when you don't. Can't wait for my year to be off and then I will be off elsewhere to someone who actually cares!

MSE_Dan_L

Hi j.bedders

I'm sorry to hear that despite complaining about the service being provided, your gas still hasn't been switched to the tariff which you applied for.

Unfortunately we're unable to pass on the cashback until Sainsbury's Energy fully confirm the switch to us, but if you could drop us a note to collectiveswitch@moneysavingexpert.com with your details, we'd like to take this forward to understand what has gone wrong here.