Cheap Energy Club application failed!

mrshu

I used your service on the 18th August to transfer my gas and Electricity. Well despite all the confirmations that the transfer was in progress and still is on my account page nothing has happened at all from either my old supplier, my new supplier or money saving expert. It's now over six weeks of "patient" waiting for this switch to go through but nothing has happened at all. I really hope that Martin Lewis hasn't failed me as the most recognised "consumer" champion! And to cap it all there is nobody to discuss this with directly by phone at all, just waiting for an email reply therefore. This isn't good is it! It was being carried out in conjunction with Money Supermarket.com but they can't help me amazingly saying that it is a "Cheap Energy Club" matter!

Mrs_Arcanum

mrshu wrote: »

I used your service on the 18th August to transfer my gas and Electricity. Well despite all the confirmations that the transfer was in progress and still is on my account page nothing has happened at all from either my old supplier, my new supplier or money saving expert. It's now over six weeks of "patient" waiting for this switch to go through but nothing has happened at all. I really hope that Martin Lewis hasn't failed me as the most recognised "consumer" champion! And to cap it all there is nobody to discuss this with directly by phone at all, just waiting for an email reply therefore. This isn't good is it! It was being carried out in conjunction with Money Supermarket.com but they can't help me amazingly saying that it is a "Cheap Energy Club" matter!

Very odd. Mine has all gone very smoothly and I had a nice fat cheque from my old supplier arrive today. Couldn't fault the whole procedure, very straightforward indeed.

Are you doing this all on-line and have you checked the relevant e-mails were not sent to junk mail?

mrshu

It seems that First Utility received the application but got confused over it! Therefore they have had it since the 18th August and done nothing about it at all. In the meantime the cheap energy club at Money Saving Expert didn't chase it up either! Therefore who is to blame while I end up out of pocket! I'm very unhappy indeed as it has been no fault of mine at all. This process all went so well last time I did it but this time the whole thing has failed miserably! I didn't chase it up initially as I knew that these companies were making many offers so were no doubt very busy. I would have expected the Cheap Energy Club to have noticed that the application was listed as still "in progress" some weeks after the 18th August and done something about it since then - otherwise what's the point of using this "service"? Therefore both parties have been at fault here and it has now cost me as a result. Definitely not what I expect from this service!

JJ_Egan

Two to blame First Energy and yourself for not following up your transfer .
Cannot see someone at MSE sitting and waiting for paperwork they would simply forward your request to transfer to the company you choose .

Mrs_Arcanum

mrshu wrote: »

It seems that First Utility received the application but got confused over it! Therefore they have had it since the 18th August and done nothing about it at all. In the meantime the cheap energy club at Money Saving Expert didn't chase it up either! Therefore who is to blame while I end up out of pocket!

Why did First Energy get confused and why did they not get in touch with you to clarify things? Or why did you leave it so long to query things? My whole switch has taken a month including the refund.

The Cheap Energy Club is simply a comparison site, once you select your preferences for the switch they are just in the background. Your contracts and issues are with your existing supplier & First Utility.

MSE_Dan_L

Hi Mrshu

I'm sorry to hear that your switch hasn't been progressing as expected. Once you submit your application through Cheap Energy Club, we pass it onto your chosen supplier so that it can start the switch process. It should keep you updated with how this is progressing, so I'm sorrry to hear this didn't happen in this case.

If a supplier tells us that there's a problem with your switch, then of course we pass on this information to you, but it sounds like this didn't happen here. The 'switch in progress' status on your account means that your application has been submitted, but we haven't heard any further on the status from your supplier.

From your second post, it sounds like you've now spoken to First Utility about this, hopefully it will be able to resolve the problem it had encountered.

mrshu

First Utility have admitted that it was their fault, an admin problem which I should have chased up sooner I admit. However I am very busy and used your service to ensure that a transfer would have proceeded smoothly and it didn't! It appears that nothing can be done with it at your end and I am now dealing with it directly at First Utility. It somehow makes your service pointless as I could have dealt directly with First Utility and maybe avoided these issues! My main gripe is that after a month and a half it is still listed on my Cheap Energy Club as in progress yet nobody at your end appears to monitor the progress at all which suggests that your "SERVICE" is actually a waste of time! I look forward to the cashback from you eventually however!

macman

If you're switching to FU then you probably need to get used to admin and billing issues and delays, as you're likely to have more of them.