switching nightmare!!!!

vix2000

I was approached in our local shopping centre around last October time, by an EON rep re: switching. I had been thinking about this for a while so went ahead and signed up. I checked my online account with southern energy, and although I was in debit on my gas account I was in credit by about the same on my gas. As I had been told I should get a final bill I cancelled my direct debit to SE and waited for the final bill. I then recieved welcom letters from EON so assumed all was well.

In between christmas and new year I received a letter from SE saying that as I owed X amount on my gas they had blocked the switch and if I was in financial difficulties to ring them!!!

I telephoned on 2nd January to ask what was going on and was told that as I was in debit they wouldn't let me switch. I said that I was well in credit on my electicity account and they said 'yes we will send you a cheque' !!! I said that it would be more sense to deduct it from my gas liability (it doesnt take a brain surgeon to work that out) and was told 'yes, we can do that if you want'!!! I asked why I had not been sent a final bill and given the chance to pay before they blocked the switch but they gave no reason. I paid the outstanding amount there and the and asked if I needed to telephone EON. They suggested it might be a good idea.

I immediately telephoned EON who said that here was NO block on my gas, the electricity was due to be transfered on the 6th Jan, and the gas on 16th Jan. On their system it was all going through.

I have received confirmation of the electricity transfer, sent the meter reading, and received the dd details.

Yesterday I received a letter asking me to send the gas meter reading. My partner took the reading but lost the letter so I rang up today to give the meter reading. I was told that there is a block on the gas transfer!!! I explained the content of the previous telephone call on the 2nd (they had a log of this) where I was told there was no block there. I was told they did not receive notification of the block until 9th Jan. I have checked my bank statement and the final payment to SE went out on 4th Jan.

I am beginning to wish I had never bothered and can quite understand why people don't. I now have no idea what is going on or who is messing who about. I am furious that SE blocked the switch before sending me a final bill and giving me the chance to pay it, I am also furious that they blocked it on 9th Jan when I paid in full on 4th January.

Consumerist

Start SE's formal (written) complaints procedure.

As I understand it, a supplier should not object to a transfer on the grounds of debt unless they have sent you a bill including a demand for payment which has remained unpaid for at least 28 days. A statement of account does not, on its own, constitute a demand for payment.

If your complaint is referred to the Ombudsman, you can ask to be awarded compensation for the additional costs caused by the error. You can refer the complaint to the Ombudsman if it is not resolved in 8 weeks or sooner if the response from SE is unsatisfactory.

Bluebirdman_of_Alcathays

SE should without question have sent you a final bill before blocking the transfer. As above, invoke the complaints procedure. Pretty shocking that they've done this.

You mention an online account, is there any chance they sent you the final bill by email? Stuck in the spam box?

However, don't expect a credit on one fuel to automatically cancel out a debit on another. They are seperate fuels charged differently. If your bank started shifting money from your savings account every time your current account went overdrawn, you would (of course!) be very cross. Same principle here.

Consumerist

Bluebirdman_of_Alcathays wrote: »

However, don't expect a credit on one fuel to automatically cancel out a debit on another. They are seperate fuels charged differently. If your bank started shifting money from your savings account every time your current account went overdrawn, you would (of course!) be very cross. Same principle here.

I wouldn't have thought that it would be too difficult. I have a dual fuel tariff where the statement and DD are combined into a single account. I would have no idea how I or my supplier could go about separating them.

I accept your point about bank accounts, however.

vix2000

Thank you for the replies. I do agree re: bank accounts but think this is slightly different, and if you have both with one supplier I can't really see the problem with this, however had I had a final statement I would have had the chance to get it transferred before the switch.

Joyful

As has been advised you must have had a bill over 28 days outstanding for the switch to have blocked. Also a final bill would not be produced until the switch went ahead and meter reads were agreed between the 2 companies.

If they stopped you when a bill was under 28 days old you can raise a complaint.

cookie5234

i am also having a switching nightmare between OVO and EDF, i have had confirmation of switch since nov 2013, but i have still not had a final bill from OVO, both are blaming the other, the issue is OVO are still billing me as well as EDF? i have complained at least 3 times to EDF,but every time i complain i get told we have to wait for OVO to reply and it we need to allow 28 days, this cant be right??

Consumerist

cookie5234 wrote: »

i am also having a switching nightmare between OVO and EDF, i have had confirmation of switch since nov 2013, but i have still not had a final bill from OVO, both are blaming the other, the issue is OVO are still billing me as well as EDF? i have complained at least 3 times to EDF,but every time i complain i get told we have to wait for OVO to reply and it we need to allow 28 days, this cant be right??

EDF, the new supplier, is responsible for overseeing the switch.

If you started the company's complaints procedure more than 8 weeks ago then you can refer the complaint to the Ombudsman Services: Energy if the complaint has not been resolved.

Edit
Not sure how you can be billed by both suppliers - who are you sending your meter readings to? If you have had confirmation of the switch, why not cancel the DD with Ovo?