MSE - cocked up BG December Collective Switch :(

gypsymoth

Hi

not seen other threads discussing this, but apols if it's a common issue.

went for the Dec collective switch to BG. Was with Sainsburys Energy (which is BG but under a different name)

No welcome back, no email during January - and nothing as of 11th Feb.

Emailed MSE and was told my cashback was paid on 18th Jan (it hasn't) and to call BG about the new account.

Called BG... no sign of the switch being applied. They've now got me on the expensive standard tariff with Sainsburys Energy. Effectively, going for this switch is *costing* me money.

I know these things are hard to administer etc, but a phone line to MSE would be helpful. I'm now stuck in limbo while I wait to hear back from MSE

MSE_Dan_L

Hi Gypsymoth

Sorry to hear about those problems, but I do think your title is rather unfair here.

From your email it sounds like your switch was passed to BG who have later confirmed the switch as fully completed to us (this would be the only reason we issue cashback). Our role in the process really is just to help you compare and put through the application - the actual switching is all completed by your chosen supplier.

The cashback will have been paid into the bank account which you provided on the application form. It will have the reference EnergyClubCashBk and may show up a few days later than the confirmation email.

As BG have definitely received your switch, it sounds like it had an error processing this for you (possibly related to the details provided).

The easiest way to resolve is to contact BG's specialist collective team on 0800 975 9712. This team are able to add you onto the tariff and fix the problem for you - effectively when contacting MSE, all we can do is then escalate this to the same team (so quicker all round if you do directly).

Let me know if I've misunderstood and we've already taken forward the escalation.

I hope this helps and you're able to get this fixed.