Moving Supplier - Timescales

Peter_F_2

Just wondering what timescales I should expect in changing my dual fuel supplier, from

Spark Energy to GB Energy

Signed up to GB Energy 1.5.2015, final readings to GB Energy (as requested) 1.6.2015

Spark Energy say, sorry not received on 11.6.2015, asked GB Energy to send again, still no evidence of Spark receiving them.

However Spark says, quote :

With a change of supply, we advise it can take up to 28 working days to process your final bill once the transfer has gone through because we need to wait for the final reads to come through from the new supplier. They may come through quicker than that, it just depends, because they are final reads, the new supplier has to send them through the industry so they're checked and validated. It's 28 working days from the day the refund is raised, to be processed and paid back to you, with a further 3 working days to clear.


Seems quite long and protracted - should I expect that please?


Thanks Peter

modsandmockers

Peter_F wrote: »

Seems quite long and protracted - should I expect that please?

Everything connected with switching energy supplier is long and protracted, and the process quite often seems to need several attempts. The validation of final meter readings ought to take no more than a few nanoseconds, but I seriously believe that the energy industry continues to use snail mail.

Last time I was involved in switching, there was much talk of the whole process being 'streamlined'. Maybe it was just wishful thinking...

Former Spark Representative

Hi Peter_F


Sorry to hear about this and sorry that I didn't notice your post sooner.


If you'd like me to check anything out for you just drop me a line to the email address on my profile, confirming your supply address and MSE user name in your email.


The information you've been given is generally correct, but if the information we need is available, then I'm happy to speed things up for you.


Kind regards


Jenny
Customer Relations Manager

maghater

I switched from spark energy beginning of June, still waiting for refund Of £600 from them . They claim that refund is due 28 working days from the date I requested the refund. Silly me I just thought that as I was closing the account things would happen automatically. Using their logic, unless you actually tell them that you actually want a refund the money just stays with them. In any case over two months to receive an overpayment is nothing short of scandalous

Former Spark Representative

Hi maghater


I've actually responded to this on another post and I've offered to help. I work in our Director's office and I'm sure I'd be able to help you with this.


I've copied my response from that post, and amended a further post in response to another forum member, so you can see what I've explained:


it's not right to say we only refund on request, once a final credit has been generated by our system then checked and verified by our Billing and Finance team, the payment takes up to 28 working days from that point. I would like to hear from you so I can double check what they were advised and make sure any remedial action is taken, if it turns out an agent did advise that.


It's worth noting that there's also a timescale involved with receiving readings from the new supplier. Generally they're received within a few weeks, but if we don't get the information quickly we can't final bill, and that can also cause a delay but that's out of our hands. If there's a considerable delay receiving the final readings we do have procedures in place to get the readings from the new supplier.


We do have to verify the balance but there's a set procedure in place for it and as above, payment should always made within 28 working days. If it turns out that's not the case here, then I can make sure the issue is picked up at Director level.


Hope to hear from you soon.


Kind regards

Jenny
Customer Relations Manager

maghater wrote: »

I switched from spark energy beginning of June, still waiting for refund Of £600 from them . They claim that refund is due 28 working days from the date I requested the refund. Silly me I just thought that as I was closing the account things would happen automatically. Using their logic, unless you actually tell them that you actually want a refund the money just stays with them. In any case over two months to receive an overpayment is nothing short of scandalous

maghater

I can only go on the facts that are presented to me, it is now best part of two months since I quit Spark Energy ! And you still have my money. I have a transcript of a chat transcript with one of your " chat representatives" calling herself Lucy, when challenging her about the length of time I had waited and telling her it was over 28 days I quote " Yes but you never got in touch to raise the refund untill the 24th of June "...... It's from when the refund was raised not when you left us"

I think having to wait for more than 2 months to get my money back is pathetic on your behalf, I would advise anyone reading these posts to consider this when choosing an energy supplier, an so make no apologies for having posted my grievance on other posts. I have also taken it up with the energy ombudsman.

macman

With most companies, the switch should take between 17-28 days, and then up to a month to get any final billing or credit. Spark may well take longer (do a forum search for their track record on this).
My switch from Ovo to E.On is currently in progress, I applied on 26/7 and am due to switch on 14/8: 19 days, which is pretty good.
I have already been contacted by E.On; switch date and DD amount confirmed, online account set up within 48 hours of applying, so I can't fault them so far.