First utility annoying me, Can i switch without cost?

ArcaneSpectre

You don't have to read all of what's below, it just might help to understand what's happened a bit.

So a couple of months ago, I was fortunate enough to get my first flat YAY!

Obviously the first thing I wanted to get sorted was the gas and electric provider. I straight away signed up for the MSE e-mails and the first one I got contained exactly what I needed, the best money saving tariff by First Utility. Despite at the time there was a lot of complaints about their customer service, I found that their customer service team did not seem too troublesome.

So within a week of getting our flat I thought I had the energy provider sorted. and here we are, still not sorted.


First utility managed to get my electric changed fairly quickly, but have been overcharging on the payments compared with what the bills are. My gas however, still remains with EDF.

I have called up both companies several times over the months with the same responses. First Utility had sent the request, but EDF has had no record of the request whatsoever. I have to say that I believe EDF more, since their customer service is a lot better, has nicer and more chatty people on, and they even tried to look deeper into the records and double check all of their details of our flat and the meter were correct.

Currently First Utility has placed me on the Tariff mentioned just below, which has an early exit fee of £30.
iSave Fixed v30 October 2015 Direct Debit ebill
EDF has a nice and simple tariff for my gas that doesn't have an early exit fee so they're fine.

TL : DR
First utility haven't properly switched me over on both my gas and electric, yet they have me on a tariff with an exit of £30 for my electric. Since they haven't exactly kept to what they were supposed to do, can I switch from first utility without paying the £30?

If not, might it be worth trying to hassle to get out of it?

Thank you.

cklass

Since they are claiming that the problem lies with EDF, it seems very unlikely that First Utility will allow you to switch penalty free. Of course you have nothing to lose by asking them - lodge an official complaint as per their complaints procedure. If, after eight weeks, First Utility hasn't sorted the problem out or agreed to allow you to leave penalty free, you can ask the Energy Ombudsman to investigate.

I am guessing the EDF gas tariff is actually more expensive than the tariff you are supposed to be on with First Utility? If that's the case, you should make a point of this in your complaint because whichever supplier has caused this issue should be covering the additional cost.

ArcaneSpectre

Since they are claiming that the problem lies with EDF, it seems very unlikely that First Utility will allow you to switch penalty free.

Yeah, I thought as much, It's annoying as I've gone through this several times over the months and it's just the same story. First utility sent the request, EDF didn't recieve a request.

If, after eight weeks, First Utility hasn't sorted the problem out or agreed to allow you to leave penalty free, you can ask the Energy Ombudsman to investigate.

That's an idea, Thanks. Hopefully it won't take that long since I just want to switch away from both of them at this point.

I am guessing the EDF gas tariff is actually more expensive than the tariff you are supposed to be on with First Utility? If that's the case, you should make a point of this in your complaint because whichever supplier has caused this issue should be covering the additional cost.

EDF have me on the Deemed tariff at 5.09p/kwh, whereas First utility would have me on 3.59p/kwh. a pretty big difference. I'll definitely try to chase this up. Now for the fun part of E-mails.



Another thing that has just popped up, with my First Utility account, I am £48.26 in credit. I will get this back if i switch wont i?
Thank You

SoletraderSteve

Check with EDF Energy what MPRN (meter point reference number) they are billng you on (you will also find this on any recent gas bill from EDF Energy) and check what MRPN First Utility have taken over/are in the process of. I would switch to one of EDF Energy's Blue tariffs as they are the cheapest and have no exit fees. Put in your Post Code and how you wish to pay at https://my.edfenergy.com/gas-electricity/unit-rate-comparison and see the difference. 'Deemed' is the same rate as Standard (Variable). Ask the question on the Live Chat - https://www.edfenergy.com/help and it will save waiting for e-mail replies, or call them on Monday.

ArcaneSpectre

Check with EDF Energy what MPRN (meter point reference number) they are billng you on (you will also find this on any recent gas bill from EDF Energy) and check what MRPN First Utility have taken over/are in the process of.

Yeah, I have checked that with every call that i made to both companies, EDF comfirmed they had the correct number, but First Utility did not give a clear answer, even with their "call backs to let me know their findings", they just asked for EDF to ensure the serial is "up to date with the national database".

I would switch to one of EDF Energy's Blue tariffs as they are the cheapest and have no exit fees. Put in your Post Code and how you wish to pay at ... and see the difference. 'Deemed' is the same rate as Standard (Variable). Ask the question on the Live Chat - ... and it will save waiting for e-mail replies, or call them on Monday.

Thanks for that, It would be a good idea for me to do whilst i wait for this to sort out.

cklass

ArcaneSpectre wrote: »

Another thing that has just popped up, with my First Utility account, I am £48.26 in credit. I will get this back if i switch wont i?
Thank You

If you are still in credit after receiving a final bill, the supplier has to refund you. Some energy companies are notorious for making it difficult to acquire this refund, so it's important that you stay on top of this and double check that it does arrive in your bank account.