MSE's Cheap Energy Club: Discuss & feedback

Dewpoint

E.ON_Company_Representative:_Malc wrote: »

Hello Dewpoint and I'm sorry your switch hasn't gone smoothly.

You were right to go down the complaints path. What has the Complaint Manager said about the causes behind these issues? It sounds like the switch hasn't fully completed. Not the supply itself, more the background details. Guessing here.

Thank you for joining us Dewpoint and sorry again this hasn't gone smoothly.

Malc

Hello Malc,


Resolver Issue: RES8114032


"I have looked at your account and can advise that your account is stuck in a process called Registration Confirmed because we have not had full updated meter details for the electric supply."
...

"It may take a couple of weeks for the process to be completed so I will keep you updated as soon as I have received a response."


Nicki - Resolutions Manager
16 Sept 2019!!!


After over a month, I'm still waiting for this "Registration Confirmed" process to unstuck itself. Not a good endorsement for E.On I suggest.

regards :mad:

Former_E.ON_Company_Representative:_Malc

Dewpoint wrote: »

Hello Malc,


Resolver Issue: RES8114032


"I have looked at your account and can advise that your account is stuck in a process called Registration Confirmed because we have not had full updated meter details for the electric supply."
...

"It may take a couple of weeks for the process to be completed so I will keep you updated as soon as I have received a response."


Nicki - Resolutions Manager
16 Sept 2019!!!


After over a month, I'm still waiting for this "Registration Confirmed" process to unstuck itself. Not a good endorsement for E.On I suggest.

regards :mad:

Hello Dewpoint and it's as I thought.

Although we started supplying you on the advised date, there's an issue in the background. Accounts move into Registration Confirmed on or around the supply start date. They go live once we've received the metering information from the previous supplier and confirmed meter readings from the third party (Data Collector) who check they're in line with past readings. We also need to let other third parties (energy distributors, meter operators/readers, national databases etc) know about the change of supplier.

In most cases, these delays are minimal. There are some where it can take longer to sort out. In these instances, we can't start chasing the missing information until 32 working days beyond the start date. This is what Nicki will be doing. Once we have all the data, we'll let the other third parties know and the account will go live.

Once live, the account and billing will start from the supply start date.

Sorry for the delay Dewpoint.

Malc

Consumerist

Sometime during this summer I thought Ofgem finally signed off on the £30 automatic compensation for switches taking longer than 3 weeks.

Might be worth escalating this one to the Ombudsman. There is additional compensation for failing to pay automatic compensation as well.

Edit
Oops ! As you were. Ofgem STILL consulting until November. Maybe next year. Yawn.

Dewpoint

E.ON_Company_Representative:_Malc wrote: »

Hello Dewpoint and it's as I thought.

Although we started supplying you on the advised date, there's an issue in the background. Accounts move into Registration Confirmed on or around the supply start date. They go live once we've received the metering information from the previous supplier and confirmed meter readings from the third party (Data Collector) who check they're in line with past readings. We also need to let other third parties (energy distributors, meter operators/readers, national databases etc) know about the change of supplier.


In most cases, these delays are minimal. There are some where it can take longer to sort out. In these instances, we can't start chasing the missing information until 32 working days beyond the start date. This is what Nicki will be doing. Once we have all the data, we'll let the other third parties know and the account will go live.

Once live, the account and billing will start from the supply start date.

Sorry for the delay Dewpoint.

Malc

OK, thanks Malc.


I've recently spoken to a nice young lady at E.On who said she will be sending me a letter next week (28/10) that allows me to take this "delay" to the Energy Ombudsman who will hopefully put a spark up the backsides of those who are at the root cause of it (Scottish Power I fancy).

Former_E.ON_Company_Representative:_Malc

Dewpoint wrote: »

OK, thanks Malc.


I've recently spoken to a nice young lady at E.On who said she will be sending me a letter next week (28/10) that allows me to take this "delay" to the Energy Ombudsman who will hopefully put a spark up the backsides of those who are at the root cause of it (Scottish Power I fancy).

No worries Dewpoint. Glad our advisor has this in hand and many thanks for letting me know.

Have a good weekend.

Malc

DawnCrush

Dewpoint wrote: »

OK, thanks Malc.


I've recently spoken to a nice young lady at E.On who said she will be sending me a letter next week (28/10) that allows me to take this "delay" to the Energy Ombudsman who will hopefully put a spark up the backsides of those who are at the root cause of it (Scottish Power I fancy).

Apologies if I have the wrong end of the stick here, as I don't profess to understand your issue entirely, but it seems that Eon do.

However, do I understand you correctly if I say you have raised a complaint with Eon and they are allowing you to take the complaint to the ombudsman?

If so, are you aware that the complaint the ombudsman will help you with is that complaint you have made against Eon. If it agrees that Eon are unable to resolve the complaint you have made against them, that is as far as the ombudsman will go, I'm afraid.

I say this as you indicate you are hoping the ombudsman will "put a spark up the backsides of those who are at the root cause of it (Scottish Power I fancy)".
I'm afraid they will only put a spark up the backsides of Eon if they are at the root cause of it.
(It would seem by both your comment, and Eon reaching deadlock so soon without having resolved the complaint to your satisfaction, that Eon have done all they can, which may indeed be very very little, if anything. i.e. it is not something they can resolve for you.)

The ombudsman will not get involved with Scottish Power unless and until you raise a complaint against Scottish Power, and have allowed SP time to resolve such a complaint, and then escalate that complaint to the ombudsman service.

Dewpoint

DawnCrush wrote: »

Apologies if I have the wrong end of the stick here, as I don't profess to understand your issue entirely, but it seems that Eon do.

However, do I understand you correctly if I say you have raised a complaint with Eon and they are allowing you to take the complaint to the ombudsman?

If so, are you aware that the complaint the ombudsman will help you with is that complaint you have made against Eon. If it agrees that Eon are unable to resolve the complaint you have made against them, that is as far as the ombudsman will go, I'm afraid.

I say this as you indicate you are hoping the ombudsman will "put a spark up the backsides of those who are at the root cause of it (Scottish Power I fancy)".
I'm afraid they will only put a spark up the backsides of Eon if they are at the root cause of it.
(It would seem by both your comment, and Eon reaching deadlock so soon without having resolved the complaint to your satisfaction, that Eon have done all they can, which may indeed be very very little, if anything. i.e. it is not something they can resolve for you.)

The ombudsman will not get involved with Scottish Power unless and until you raise a complaint against Scottish Power, and have allowed SP time to resolve such a complaint, and then escalate that complaint to the ombudsman service.

I understand what you are saying, but in all the dealings I've had with the Energy Ombudsman (and that means EVERY time I've switched over recent years!!) have been positive. I have every confidence that will be the case again whether or not SP is to blame for the delays.

PixelPound

Consumerist wrote: »

Sometime during this summer I thought Ofgem finally signed off on the £30 automatic compensation for switches taking longer than 3 weeks.

Might be worth escalating this one to the Ombudsman. There is additional compensation for failing to pay automatic compensation as well.

Edit
Oops ! As you were. Ofgem STILL consulting until November. Maybe next year. Yawn.

Surely
https://www.ofgem.gov.uk/publications-and-updates/consumers-receive-automatic-compensation-switching-problems

states it is live and people have posted on here when getting the compensation

Consumerist

nic_c wrote: »

Surely
https://www.ofgem.gov.uk/publications-and-updates/consumers-receive-automatic-compensation-switching-problems

states it is live and people have posted on here when getting the compensation

Ofgem had intended to go ahead with their plan but decided to rethink the issue of determining responsibility for delayed switches.

The latest consultation has closed recently with Ofgem planning to implement the Statutory Instrument so that the additional standards come into force during spring 2020.

https://www.ofgem.gov.uk/publications-and-updates/supplier-guaranteed-standards-performance-switching-consultation-introduction-further-guaranteed-standards-and-automatic-compensation

Consumerist

Consumerist wrote: »

Ofgem had intended to go ahead with their plan but decided to rethink the issue of determining responsibility for delayed switches.

The latest consultation has closed recently with Ofgem planning to implement the Statutory Instrument so that the additional standards come into force during spring 2020.

https://www.ofgem.gov.uk/publications-and-updates/supplier-guaranteed-standards-performance-switching-consultation-introduction-further-guaranteed-standards-and-automatic-compensation

Edit
The above link seems to take you to the Nov 2018 consultation but the updated consultation is dated 20 Sept 2019 for which the consultation is "closed (awaiting decision)" on 1 Nov 2019.