erroneous transfer to an unwanted provider

stebee25

I applied to transfer from eon to first utility in Dec, they sent me details thru and direct debit set, eon confirmed transfer but nothing from first utility, after attempting to log in with my account details without success i called them. I was told that my account was rejected as SSE are now my providers? I asked why as i had not gone to them or have any details, they replied nothing with us you have to contact them give it 28days then come to us! I asked for a manager and was told 48hour wait for return call, unhelpful and not prepared to help or take responsibility. Advised to call SSE for them to sort, worst customer service i have ever encountered, where are my details and why does another company have them, said this happens part of erroneous transfer but they wont change, i then called SSE who said they had my address but no details and said account linked to a housing association? Privately owned house so had to give serial numbers of meters and awaiting callbacks from both companies to resolve. Anybody else had any such dealings? Concerned as my supply is live but im not paing for it and eon estimated my readings which are incorrect but no other company has them so how can i resolve?

E.ON_Company_Representative:_Helena

Good morning Stebee25 and welcome to the forum.

If this is an actual erroneous transfer, then the best thing to do is to contact us and we'll start the process of taking the supply back as if it never left us. However, this is slightly more complicated as you did agree to another supplier, but this isn't the same company that has taken the supply.

We do have an actual department that deal with ET's and they can discuss it with you and see where we go from here.

ET's can happen for a few reasons, someone else is trying to change supplier and give slightly incorrect details, the national database may be wrong etc.

We will have closed to estimated reads as the supplier that took over won't have asked you to provide the reads as it's an incorrect account.

Speak to us and see if we can help you sort things out.

Thank you

Helena

stebee25

I have now been told that First Utility should have taken on my account but this was rejected as SSE had taken control, even though I have not made any application with them, I went via UK power search site and they have confirmed the details went to First Utility. They now say a account was not set up and yesterday they informed me no account was ever set up and an email was sent saying the claim was closed, neither is true and they actually sent me a letter with direct debit details on and they say it was not sent? They said nothing more they could do and this was from customer services and complaints, informed to contact SSE and have taken no responsibility at all and do not want to help, asked for address to make complaint to. Had to return SSE call as not heard anything and then told they had taken my number down off their display incorrectly and the advisor had failed to fill in my complaint correctly. Raised an official complaint with them and today told it has passed to the erroneous team and they will write to me with further details, in the meantime still unsure to how I will pay for services still being used, and Eon have overcharged me but I cannot rectify it now. First Utility say supply will go back to Eon, Eon informed it wont as claim closed and today SSE said it should go back to First Utility?? who knows....

E.ON_Company_Representative:_Helena

Thanks for the update stebee25,

Sounds like we can't take the supply back as an ET due to one of the other suppliers advising it was a correct sale.

I think you're doing the right thing starting a complaint, this is the best place to start.

I'm sorry I can't do much else to help you.

Helena

Fifty+and_fedup

I had an erroneous transfer done in November 2014 !! and i am still trying to sort it out with .....FIRST UTILITY . They are by far the worst company i have dealt with in my 50+ years .
The best thing is to report it to the Ombudsman and let them try to deal with it . Having said that it took a year to sort mine out ( or so i thought ) but when i tried to login to my account this January it was closed again . I have now gone back to the Ombudsman again .
Good Luck .