Changing supplier whilst in erroneous transfer return process?

PeterOHanrahanrahan

I'll try and keep this brief...

After cancelling a transfer to Scottish Power within the cooling off period for a dual fuel contract (for failing to sign us up onto the tariff we requested), they still erroneously took supply of the gas several weeks ago, despite them confirming in writing this had been cancelled. Our current supplier, npower, requested the return of the supply under the erroneous transfer process, which we were told could take up to three months to complete.

The thing is, we really don't want to continue with npower due to many problems experienced with them, and I was wondering if it would be possible to arrange a switch of both supplies to another supplier while one is still in the process of being transferred back to npower? Asking this question to them didn't produce a clear answer, much to my surprise...

I would rather just be rid of both of these useless companies (in my experience) as soon as possible - and while alternative suppliers have tariffs which are a little more expensive than what we are (supposed to be) currently paying, if possible I'd like to get the ball rolling to leave.

Thanks

System

I am sure that you could try switching but I am not sure it would work. Your supply has been 'stolen' and your original installer is in the process of getting it back. If NPower hasn't actually got it back then how can it transfer it to a new supplier? Bear in mind that switching is nothing more than an admin metering exercise with final billing to follow. Why add a further level of complexity to an already complex situation? My line-of-attack would be to question the time needed to switch you back given that present switching only takes 3 days (I am ignoring the 14 day cooling off period). You will owe SP nothing so why the delay?

PeterOHanrahanrahan

Well my way of thinking was that it'd be possible to say to the new supplier that SP was the current supplier, as that what appears on the national database - but then as you rightly say, that'd probably cause more problems especially when it comes to the billing for the past month. I've challenged the three month (or 11 weeks as SP have quoted) and apparently this is the industry standard benchmark for the process to be completed by. What's more annoying is that after complaining to SP, what could have been done is for an account to be set up with them, a credit applied on the final bill for the difference in tariff costs between the one we signed up for and their standard tariff, and for us to initiate a transfer out of them, which would have been the standard three week transfer time, but as npower have already raised the erroneous transfer request (which SP say they haven't received yet), it's too late.

macman

You risk a world of pain if you do. At the very least, the switch will be rejected, as you can't switch from a supplier you don't already have.
Push npower for a transfer date, and on the day that happens, commence a switch to your preferred supplier.

System

I think that you will find that once the Erroneous Transfer process has been invoked, then SP has to cancel your account and put you back into the contract position you were in before the erroneous transfer took place. You could seek a goodwill payment from SP.

PeterOHanrahanrahan

Thanks for the replies.
SP already sent us a goodwill payment of £50 and said they'll return the supply as soon as they've heard from npower. Apparently they can't 'send' the supply back as they first suggested, as NP have already raised the request from their end.
I won't try switching right now, it was just a thought out of want to get things finally sorted I guess!
I've pushed npower to get the transfer expedited but according to them it depends on SP, and SP blame npower for the delay as they claim they haven't received anything from them, which I can well believe - even though both companies are far from great. The only thing that might get it done quicker is that the resolution of this has been agreed by NP as part of the ongoing Ombudsman complaint we've lodged against them - although seeing from other people's dealings with NP and the Ombudsman they don't seem too bothered with their intervention in matters.

chanz4

not sticking up for npower but don't feel its their fault on the et side. The ombudsman cant force a switch any quicker no matter and its spower that send it back

PeterOHanrahanrahan

The ombudsman's complaint doesn't relate to the transfer, but the billing problems (which is what the complaing is about) can't be sorted whilst this is going on.

spiro

3 months to transfer you back, b*ll*cks. Go here http://www.mrasco.com/mra-products/mra-agreed-procedures and read MAP10, within 20wd the 2 suppliers should have agreed an ET has occured and then the old supplier just needs to be done which they can do specifying a CoS date the day after they submit the request. There I would expect it to be completed in 5 weeks. I would quote the MAP and it's timescales to your old supplier.

PeterOHanrahanrahan

That's one of the first things we mentioned to both companies - NP claim they've never heard of such a charter, and were basically unwilling to go any further into the matter still sticking to the 3 month timescale; SP say that it doesn't apply as we changed our minds - and even if it did, they would only be required to provide confirmation within 20 working days of the fact that we're being returned to NP, and not the actual completion of the return.

spiro

PeterOHanrahanrahan wrote: »

That's one of the first things we mentioned to both companies - NP claim they've never heard of such a charter, and were basically unwilling to go any further into the matter still sticking to the 3 month timescale; SP say that it doesn't apply as we changed our minds - and even if it did, they would only be required to provide confirmation within 20 working days of the fact that we're being returned to NP, and not the actual completion of the return.

Tell NP that MAP10 is a mandatory procedure and that breathing it is breaching the MRA. If they still stick to 3 months report them to OFGEM for a breach.