MSE News: The 17 DAY Big Energy Switch Event III

Former_E.ON_Company_Representative:_Malc

abbeyscruffy wrote: »

Hi firsttimemover

You're not the only one. I also applied to switch (again Electricity only) on 15th & I have not heard a dicky bird from E.ON, although I did immediately receive the confirmation email from MSE.

On Saturday I emailed MSE & received a holding email which suggested that I contact the new supplier. So I did this & they weren't at all keen on following this up. They said I should contact MSE. I said that I'd done that & that MSE had make the suggestion that I should contact E-ON.

This morning I've had an email from MSE & they are now following this up. In the meantime I'm now between a rock & a hard place & no longer sure if my switch will go ahead??

This is the first time in 3 years that I've switched. So much for it being simple.

Apologies for the late reply to you too abbeyscruffy. I'm also sorry you had such a poor response when you phoned. We should've looked into this and not sent you back to MSE.

You mention a second email from MSE saying they're following this up. Have you had the result of this investigation yet? If not and you've still had no contact or a Welcome Pack from us, drop an email to the address in my Profile. I'll be happy to take a look.

As I mentioned to firsttimemover above, if you've registered with our website, check out the 'Track My Switch' tool on there. See if it's tracking your switch.

Sorry again for the late reply abbeyscruffy.

Malc

mihaid

E.ON_Company_Representative:_Malc wrote: »

, if you've registered with our website, check out the 'Track My Switch' tool on there. See if it's tracking your switch.

what about old eon customers who moved to the new eon deal? Where do they track the switch?

Former_E.ON_Company_Representative:_Malc

Hi mihaid

The 'Track My Switch' tool is for customers coming over to us from another supplier. For existing customers, the switch will go through more quickly (about 4 or 5 working days) and you'll be able to see the new tariff on the first page of your online account when logged in. It'll be on the right hand side. If you select this option, you'll go to another page that has details of the tariff.

Hope this explains mihaid.

Malc

firsttimemover

So, I've just spoken again with E.on, having been told I should receive everything and be switched by the end of this week, and they are now saying that they haven't received any of my details from MSE yet, so no switch is going ahead! She had no idea why I would have been told everything was goi9ng through when I phoned last week.

I've emailed MSE as I cannot find a number to call, but it seems like the whole thing is a bit of a mess! My fix with First Utility has now ended, so every day that I'm not switched is costing me a fortune on their standard tariff.

I've been a regular switcher for years, and it seems quite ironic that the first time I've had issues is with the company that is always promoting how easy it is to switch!

MSE_Dan_L

firsttimemover wrote: »

So, I've just spoken again with E.on, having been told I should receive everything and be switched by the end of this week, and they are now saying that they haven't received any of my details from MSE yet.

I've emailed MSE as I cannot find a number to call, but it seems like the whole thing is a bit of a mess! My fix with First Utility has now ended, so every day that I'm not switched is costing me a fortune on their standard tariff.
!

Hi Firstimemover

I'm sorry to hear you've had some problems this switch. For most of our users the switch to Eon has gone very smoothly, but there have been a handful of individual issues.

Its disappointing to hear that Eon are telling you it hasn't received your details - it definitely will have but in cases where it has had issues processing the switch, the call agent you spoke to might not have been able to locate this.

Energy Club is only available to provide support over email (we don't have a telephony team), but as you've emailed us we'll get this escalated to Eon. Hopefully it'll be simple to resolve and it'll be able to get your switched.

Former_E.ON_Company_Representative:_Malc

firsttimemover wrote: »

So, I've just spoken again with E.on, having been told I should receive everything and be switched by the end of this week, and they are now saying that they haven't received any of my details from MSE yet, so no switch is going ahead! She had no idea why I would have been told everything was goi9ng through when I phoned last week.

I've emailed MSE as I cannot find a number to call, but it seems like the whole thing is a bit of a mess! My fix with First Utility has now ended, so every day that I'm not switched is costing me a fortune on their standard tariff.

I've been a regular switcher for years, and it seems quite ironic that the first time I've had issues is with the company that is always promoting how easy it is to switch!

Hi firsttimemover

I'm really sorry you're having such a poor experience. I agree with Dan, it's disappointing we told you what we did. As he says, I suspect the advisor you spoke to couldn't see the details and made the wrong call. Due to their nature, collective switches are dealt with by a dedicated team and until they've done their stuff the relevant details won't be on general view.

I see Dan's escalated this. Have you had a response from us yet? Happy to check if you drop an email to the address in my Profile. There's also contact details for the dedicated support I mentioned in the FAQs on the CEC's Big Energy Switch 3 page.

Once sorted, you'll be able to keep an eye on how things are going through an online tool called 'Track My Switch.' You'll just need to register with our website to use this.

Sorry again for the poor advice but hope this is of interest.

Malc

sheila_lucy

Hi firstimer
I am a first timer as well so hope I get things right. I have also joined the last collective with EON on the 17th September but have a problem. When they contacted me they had only changed over the flat that I own and not my house as well which is on the same account no!. I also wanted to change to duel fuel for both properties. I phoned EON who told me that I needed to contact MSE as only they would not able to add the 2nd property onto the collective even though both on the same account no. Have not had any reply from MSE apart from telling me they cannot reply to individual clients as there are thousands of us. So here I am between a rock and a hard place probably going to be billed by EON separately for the flat and house at £135 per month per property, deep joy and something that I definitely cannot afford and still have to pay British Gas as well!!!. So would really really appreciate some bright idea's on this one or a reply from MSE please. EON did reply to me straight away so I am sure they will get back to you asap.

MSE_Dan_L

sheila_lucy wrote: »

Hi firstimer
I am a first timer as well so hope I get things right. I have also joined the last collective with EON on the 17th September but have a problem. When they contacted me they had only changed over the flat that I own and not my house as well which is on the same account no!. I also wanted to change to duel fuel for both properties. I phoned EON who told me that I needed to contact MSE as only they would not able to add the 2nd property onto the collective even though both on the same account no. Have not had any reply from MSE apart from telling me they cannot reply to individual clients as there are thousands of us. So here I am between a rock and a hard place probably going to be billed by EON separately for the flat and house at £135 per month per property, deep joy and something that I definitely cannot afford and still have to pay British Gas as well!!!. So would really really appreciate some bright idea's on this one or a reply from MSE please. EON did reply to me straight away so I am sure they will get back to you asap.

Hi Sheila Lucy

I'm sorry to hear that you've had some problems with your switch. When you have more than one supply (even if it is currently on one account), you'd normally need to submit an application for each property through a separate Energy Club account. At the moment it isn't possible to switch mutliple supplies in one go.

It sounds like you've emailed MSE's general email box, so you might want to try collectiveswitch@moneysavingexpert.com to ensure this is picked up.

Former_E.ON_Company_Representative:_Malc

sheila_lucy wrote: »

Hi firstimer
I am a first timer as well so hope I get things right. I have also joined the last collective with EON on the 17th September but have a problem. When they contacted me they had only changed over the flat that I own and not my house as well which is on the same account no!. I also wanted to change to duel fuel for both properties. I phoned EON who told me that I needed to contact MSE as only they would not able to add the 2nd property onto the collective even though both on the same account no. Have not had any reply from MSE apart from telling me they cannot reply to individual clients as there are thousands of us. So here I am between a rock and a hard place probably going to be billed by EON separately for the flat and house at £135 per month per property, deep joy and something that I definitely cannot afford and still have to pay British Gas as well!!!. So would really really appreciate some bright idea's on this one or a reply from MSE please. EON did reply to me straight away so I am sure they will get back to you asap.

Hi sheila lucy and welcome to the Forums.

As Dan says, applications for different sites are dealt with separately so you would've needed to apply for each site individually. The way I understand it, we've taken over the supply for the flat but not the house? If this is the case, we'll only charge for the flat. Your existing supplier will continue to bill energy used at the house.

Hope I've not misunderstood. Let me know if I have.

Malc

Chef1980uk

I'm also an existing customer who has not seen their tariff change on my account page and is also not able to reduce my DD despite being in credit from the more expensive older tariff and supplying constant readings.

Your application to switch your energy supply to E.ON MSE Fixed 1 Year Collective Sept 2015 Online is now in process. We reckon you'll be paying £189.13 per year less than if you'd not switched