Erroneous Transfer Help

smj43

Wondering if anybody can give me some advice as I don't seem to be getting anywhere with my supplier or 'new supplier'. Basically what I think has happened is the flat above mine (I'm 28 they are 28A) has moved out. I got a letter from British Gas saying 'sorry you're leaving'. I called them immediately and they told me EON would be taking over my supply from 9th July. I told them
I had not requested to change supplier so they raised an erroneous transfer complaint. I then got a letter today saying the 'new supplier' has denied the request stating they have a valid contract. I called EON and have been told a company by the name of Help The Move informed them that my property is vacant and they have transferred supply to them. So what do I do now? I have complaints open with both suppliers but neither seems to know what's going on. I've been charged early termination fees and BG have raised by unit rates because I'm no longer paying by DD (I cancelled it as they tried to Bill me a massive amount) and also they have my meter readings all wrong and are now persuing me for nearly £700. I don't understand how all this can happen without my consent and it isn't just a simple fix. It's ridiculous and has caused me a lot of stress. Also seems to have happened with my water supply too....

What do I do?

modsandmockers

smj43 wrote: »

Wondering if anybody can give me some advice as I don't seem to be getting anywhere with my supplier or 'new supplier'. Basically what I think has happened is the flat above mine (I'm 28 they are 28A) has moved out. I got a letter from British Gas saying 'sorry you're leaving'. I called them immediately and they told me EON would be taking over my supply from 9th July. I told them
I had not requested to change supplier so they raised an erroneous transfer complaint. I then got a letter today saying the 'new supplier' has denied the request stating they have a valid contract. I called EON and have been told a company by the name of Help The Move informed them that my property is vacant and they have transferred supply to them. So what do I do now? I have complaints open with both suppliers but neither seems to know what's going on. I've been charged early termination fees and BG have raised by unit rates because I'm no longer paying by DD (I cancelled it as they tried to Bill me a massive amount) and also they have my meter readings all wrong and are now persuing me for nearly £700. I don't understand how all this can happen without my consent and it isn't just a simple fix. It's ridiculous and has caused me a lot of stress. Also seems to have happened with my water supply too....

What do I do?

Before you do anything else, check that the meter numbers on your bills match the meter numbers which you believe to be yours.

naedanger

smj43 wrote: »

Wondering if anybody can give me some advice as I don't seem to be getting anywhere with my supplier or 'new supplier'. Basically what I think has happened is the flat above mine (I'm 28 they are 28A) has moved out. I got a letter from British Gas saying 'sorry you're leaving'. I called them immediately and they told me EON would be taking over my supply from 9th July. I told them
I had not requested to change supplier so they raised an erroneous transfer complaint.

The basic advice is you have a contract with BG and not EON, so you must deal with BG. Send them an email saying you have not agreed to move your supply. Also state that if Eon are saying otherwise then BG should only listen to Eon if Eon supply's them with proof of a contract. (You may wish to add a note explaining that the problem may be because of similarly numbered flat.) Ask for BG to confirm receipt of your email (and chase them till they provide confirmation). Once you have confirmation ensure you put money aside to pay BG once the matter is eventually resolved.

If Eon ever demand payment from you then deny any liability as you have no contract with them. If they say otherwise then ask them to provide evidence you agreed a contract with them e.g. a signed agreement or a recording of a telephone call where you agree to be their customer. Obviously they will be unable to supply this proof.

I then got a letter today saying the 'new supplier' has denied the request stating they have a valid contract.

Email (don't phone or you will not have evidence of the conversation) them to state Eon are wrong and that BG should ignore them. State to BG you expect them to honor your existing contract terms unless Eon provide proof you have transferred to Eon.

I called EON and have been told a company by the name of Help The Move informed them that my property is vacant and they have transferred supply to them. So what do I do now?

Never phone anyone until the matter is resolved. You need to keep evidence of what is said. Email Eon to state the situation. However if they disagree don't argue, just state you have no contract with them and will never pay them anything unless they supply evidence of a contract.

I have complaints open with both suppliers but neither seems to know what's going on.

Focus your complaint on BG. They are the party who have a responsibility to you. (They may have a complaint with Eon but that is their affair.)

I've been charged early termination fees and BG have raised by unit rates because I'm no longer paying by DD (I cancelled it as they tried to Bill me a massive amount) and also they have my meter readings all wrong and are now persuing me for nearly £700.

Send BG an email stating it is a formal complaint. Explain you have not terminated the contract therefore there should be not exit fees. Explain you only cancelled the DD because of their failure to take the correct amount but you will restate it as soon as they resolve the mistakes they have made. Also explain why the £700 is not due.

If they don't sort everything out within 8 weeks complain to the Ombudsman.

I don't understand how all this can happen without my consent and it isn't just a simple fix. It's ridiculous and has caused me a lot of stress. Also seems to have happened with my water supply too....

What do I do?

Unfortunately disputes happen. Be clear you still have a contract with BG that both parties should keep. Don't pay anything to Eon unless they prove you agreed to their supply. If BG have not resolved the matter within 8 weeks (from the first complaint to them that you have evidence of) then complain to the energy ombudsman.

Expect the matter to take a long time to resolve. Don't worry about it but keep money aside for when BG eventually reinstate the contract.

Joyful

I do not agree with naedanger. British Gas have done all they can do. They have to accept Eon's decision. You need to contact Eon and ask them to prove that you agreed to be with them and that they have taken over the correct supply. Advise them that the company name they have on the books has nothing to do with you. Give both your meter serial number and ask BG for you MPAN number as well. This will then allow Eon to see they have taken over the wrong supply.

naedanger

Joyful wrote: »

I do not agree with naedanger. British Gas have done all they can do. They have to accept Eon's decision.

They do not need to accept Eon's decision when they have been told by their customer that Eon are wrong. They could and should ask Eon to justify their assertion.

Former_E.ON_Company_Representative:_Malc

Hi smj43

Help the Move are a third party company that help landlords and tenants manage their utilities through an online tool. When asked by their clients, they sometimes give us details of things like changes in tenancy or requests to switch supplier. As the addresses are 28 and 28A, it looks like they've given us the wrong details.

In these situations, it's always best to contact the supplier that's taken over first. If the losing supplier contacts us before we're aware of the mistake, the request is often rejected. Looks like this has happened here. I'd contact our Erroneous Transfers team. Please let them know the meter serial numbers and full postal address. If you have them, the supply numbers will also help. These will be on your bills and may be on a label attached to the meters.

Once agreed, we'll contact British gas and arrange to send the account back through an Erroneous Transfer as though it had never left. This usually takes up to 6 weeks. We'll send a letter explaining what will happen. When back, any bills or charges raised by us will be cancelled.

Hope this points you in the right direction smj43.

Malc

naedanger

E.ON_Company_Representative:_Malc wrote: »

Hi smj43

Help the Move are a third party company that help landlords and tenants manage their utilities through an online tool. When asked by their clients, they sometimes give us details of things like changes in tenancy or requests to switch supplier. As the addresses are 28 and 28A, it looks like they've given us the wrong details.

In these situations, it's always best to contact the supplier that's taken over first. If the losing supplier contacts us before we're aware of the mistake, the request is often rejected. Looks like this has happened here. I'd contact our Erroneous Transfers team. Please let them know the meter serial numbers and full postal address. If you have them, the supply numbers will also help. These will be on your bills and may be on a label attached to the meters.

Once agreed, we'll contact British gas and arrange to send the account back through an Erroneous Transfer as though it had never left. This usually takes up to 6 weeks. We'll send a letter explaining what will happen. When back, any bills or charges raised by us will be cancelled.

Hope this points you in the right direction smj43.

Malc

So what steps did Eon take to ensure that the information "Help the Move" was correct? And when you were told by BG you had made a mistake taking over the supply what further checks did you do?

There is no requirement for the OP to contact Eon. He/she has no contract with you. How you can fob this onto the OP when it is your and BG's error is disgraceful. The OP should not be left to run about between two suppliers to sort out your error.

However the OP did contact Eon, but your company did not take any ownership of the problem and so he/she is having to post on a forum.

So you want the OP to do the work of sorting this out and you don't even offer them an apology.

footyguy

smj43 wrote: »

Wondering if anybody can give me some advice as I don't seem to be getting anywhere with my supplier or 'new supplier'. Basically what I think has happened is the flat above mine (I'm 28 they are 28A) has moved out. I got a letter from British Gas saying 'sorry you're leaving'. I called them immediately and they told me EON would be taking over my supply from 9th July. I told them
I had not requested to change supplier so they raised an erroneous transfer complaint. I then got a letter today saying the 'new supplier' has denied the request stating they have a valid contract. I called EON and have been told a company by the name of Help The Move informed them that my property is vacant and they have transferred supply to them. So what do I do now? I have complaints open with both suppliers but neither seems to know what's going on. I've been charged early termination fees and BG have raised by unit rates because I'm no longer paying by DD (I cancelled it as they tried to Bill me a massive amount) and also they have my meter readings all wrong and are now persuing me for nearly £700. I don't understand how all this can happen without my consent and it isn't just a simple fix. It's ridiculous and has caused me a lot of stress. Also seems to have happened with my water supply too....

What do I do?

Where there is an allegation of an Erroneous Transter, you as the affected customer have the choice of which supplier (of the two involved) you choose to investigate the matter. You should not raise complaints with both.

Whichever supplier you choose is then responsible for liaising with the other to sort out the complaint.

Whilst the outsome of any complaint should be the same, my advice would always be to contact your original supplier (your supplier of choice) as they clearly have a vested interest in getting you back on their books (although if your complaint is eventually upheld you will be treated as though you have never left them anyway)

I see you have opened a complaint with your original supplier (British Gas) but the response you have received is not what you had hoped for. I would suggest you ask for any evidence they have that prevents them from upholding your complaint and review that.

You should also ask that any collection actions on your account be suspended pending resolution of your complaint. Do continue to allow your DD to be collected by BG if that is applicable.
... Oh dear - too late; there was no need to cancel the entire mandate if you disagreed with a single collection.
(If you should be billed by another supplier, then of course contact them to deny any contract exists, and so nothing is owed to them, quoting the ongoing ET complaint you have raised with BG)

If necessary, continue to follow the supplier's complaint procedure, asking the ombudsman for assistence if necessary (subject to applicable time limits).


Regarding the allegation that someone has erroneously tranferred your water supplier too, you'll have to explain that one further sorry. :huh:
(suggest you start another thread on that in the 'Water Bills' sub board if you want to discuss that further)

Former_E.ON_Company_Representative:_Malc

Sorry you didn’t like my previous post naedanger. I'll try and expand a little. To be honest, we deal with companies like Help the Move regularly and accept the information they give us in good faith. In most cases, what they tell us is good and helps their clients manage their utilities. In this case, though, it looks as if they’ve given us the wrong details. This is no reflection on Help the Move. Mistakes happen and, in this case, our Erroneous Transfers team are best placed to put things right.

Sometimes, too, losing suppliers claim the customer didn’t want to switch but, unless they give us a valid reason, we’ll reject the claim. The wrong address is perfectly valid but this needs backing up with the information I’ve asked the OP for.

Not sure what you mean about failing to take ownership, though. The OP says there’s a complaint open. This means one of our Complaint Resolution Managers will be looking after it. I should really have pointed the OP back to this advisor rather than telling them to go directly to the Erroneous Transfers team. Sorry for that. My intention was to offer a way to speed things up a bit. By all means, if the OP prefers to deal with the original supplier, that’s fine.

Hope this adds a bit more flesh to the bones so to speak.

Malc

macman

OP, how can you have an erroneous transfer with your water supply as well? Each address has only one water supplier, there is no mechanism to choose your supplier. The only possibility is that you are billed by two companies, one for water supply and one for waste water disposal, as happens in some fringe areas-but you can still not choose either supplier.

naedanger

E.ON_Company_Representative:_Malc wrote: »

Sorry you didn’t like my previous post naedanger.

I'm sorry you didn't like mine.

I'll try and expand a little. To be honest, we deal with companies like Help the Move regularly and accept the information they give us in good faith. In most cases, what they tell us is good and helps their clients manage their utilities. In this case, though, it looks as if they’ve given us the wrong details. This is no reflection on Help the Move. Mistakes happen and, in this case, our Erroneous Transfers team are best placed to put things right. Sometimes, too, losing suppliers claim the customer didn’t want to switch but, unless they give us a valid reason, we’ll reject the claim.

I agree mistakes happen. The problem here is not the original mistake but the problem getting it fixed. The OP highlighted the problem to his supplier but rather than process his erroneous transfer your company decided to cancel it without doing sufficient checks with his original supplier. Had your company checked details with BG you would presumably have been able to work out what had gone wrong.

The wrong address is perfectly valid but this needs backing up with the information I’ve asked the OP for.

Could you not have gotten the information you are now seeking from the OP directly from BG before cancelled the erroneous transfer?

Not sure what you mean about failing to take ownership, though.

Apologies, "take ownership" is horrible jargon, which I should not have used. By "take ownership" I meant take responsibility for the problem and finding its solution.

The OP says there’s a complaint open. This means one of our Complaint Resolution Managers will be looking after it.

My reading of the original post is that the OP has no confidence that either BG or Eon have taken responsibility for ensuring the problem is resolved. If Eon had taken responsibility for the problem (when he first contacted your company) then I would have expected them to tell him what would happen next and to give a timescale for when they would provide a remedy or update.

I should really have pointed the OP back to this advisor rather than telling them to go directly to the Erroneous Transfers team. Sorry for that. My intention was to offer a way to speed things up a bit.

By all means, if the OP prefers to deal with the original supplier, that’s fine.

Hope this adds a bit more flesh to the bones so to speak.

Malc

OK. And I appreciate you are doing more here to help than BG. But I still think it was wrong that the original erroneous transfer request was cancelled, and that between BG and Eon it should have been easy to resolve the matter by each checking the details of the transfer.

That said if I was the OP I would be concentrating my complaints on BG (rather than Eon) as BG have a contractual responsibility to him.