M&S Energy dispute

Suzykat

I moved house in December and could not change my address via M&S Energy website so emailed them together with old & new meter readings. They assured me that the information had been passed on to their home move team.

They now say (2 months later) that a mistake was made and our new address wasn't set up. Although they admit it is in my terms and conditions that I can transfer my tariff, they say that because they accidentally took me off the tariff, they can't put me back on.

I have made a formal complaint but they are trying to get me to sign up to a different, more expensive tariff.

What should I do? I fixed my tariff for a reason - they've all gone up now.

matelodave

Write a letter, headed "complaint" requesting that they resolve it or send you a deadlock letter. If it doesn't get resolved or you get a deadlock letter within 56 days you can then take it to the Ombudsman. Write, do not e-mail or phone and send your letter by recorded delivery.

dogshome

From your post it seems that you wanted M&S to be responsible for your utility supplies on the day you moved in, but I'm afraid that isn't the way it works

You have to become a customer of the Utility Co. presently supplying that house and should report your occupancy and meter readings to them on the day you move in.
Only once that supplier has issued a Welcome Pack and issued you an Account No.are you free to transfer to another supplier ( The exception would be if M&S were the supplier to the new house as well as the old )

M&S are fully aware the process and should not have attempted to open an account for you from Day 1
Contact the present supplier to the house and give them the date of your occupancy

Suzykat

Am I right in thinking they are lying to me? They say there is no possible way to return me to this tariff as it no longer exists. My online account, however, shows that I am still on this tariff. I have had no notification of my account closing. All of the email correspondence shows that I am simply transferring it to the new house. They even tried to tell my my terms & conditions said I couldn't transfer it... Until I read their terms and conditions back to them.

They have begun the formal complaints process but, as you suggest, I will be sending a letter tomorrow just in case.

Suzykat

I've tried calling British Gas (previous owner's supplier) but every option I press asks for an account no. or phone number linked to the account. I have neither so it won't let me speak to anybody. A letter was sent out to them when we moved in confirming the meter readings with no response.

dogshome

Not haveing had a response from BG since December is bad news, but I've known BG to screw up on this before

Use the "Contact us" facility on their website to send them the date you moved in and the meter reading(s) - Print out a copy and keep it safe

Whatever the beef with M&S is over the terms of your contract, until BG have registered you as a customer, you stand in danger of getting bills from both suppliers