Collective Switch

MSE_Dan_L

stevem999 wrote: »

Oh I knew this was too good to be true. I remember the dreadful experience of switching to Sainsbury's aka BG for the last collective switch and really hoped they'd get their act together for this one. Oh dear, it seems not.

Now been asked twice for my opening meter readings by BG. They were submitted the first time, on the day after the email arrived. Email was sent by BG on 18th Feb asking me for meter readings so they are ready to start supplying me from 17th Feb!! Good start. Then another email from them today, 24th, telling me not to forget to put my meter readings in, even though they already are, 6 days ago.

Oh, and my switch comparison said I would pay £90 per month on my usage, and amazingly this has now crept up to £93 instead. Sneaky. I queried it and was told that by someone in a distant land that this may be a system error and could not be changed because they have already sent the DD details to the bank. Oh and under the Sainsbury's guise, I was in credit at the end of my account, so they refunded me some money and then realised that the switch (within the same company!) wasn't ready so now they want to take the money back by DD. Poor, poor, poor.

Hi Stevem999

I'm sorry to hear that you've been having some problems. I would suggest that if you (or others reading this) are having trouble, that you contact British Gas' specialist collective team on 0800 975 9712.

This team is based in Cardiff and was specifically set-up to have extra access than normal British Gas agents to help resolve these types of problems.

It should be able to assist with this.

BassBunny

Having the same problem as most with the BG switch. Multiple emails changing the gas switching date. According to the collective switching team there is a "bug" in the gas process. Although it appears that the your current supplier is rejecting the transfer, that is not the case.
A fix going in tomorrow and transfer will be in 10 days. That is the information I was given after a call to BG last night.

Former_E.ON_Company_Representative:_Malc

Ellie2758 wrote: »

Lisa, I have the same problem as you. Electricity has gone through fine but Gas has not.

I've spent this morning on the phone to British Gas. Not happy. First they told me that Eon had rejected their first application to switch me over. No reason given and since Eon had just credited my account with £117 it obviously wasn't because I was in debt. B. Gas said they had reapplied this morning.

Rang Eon - no trace of either application for gas switch from B Gas, although electricity switch has gone through fine.

Rang B. Gas again - 15 minute wait so logged on to online help to try that as well. Explained situation once again and was eventually called back and transferred to a department which has been especially set up to deal with this problem. Because apparently there IS a problem but getting them to tell me WHAT the problem was is impossible. I have transferred two properties and the other one has gone through fine.

Apparently I may get a call from the National Helpdesk who are aware of this problem.

The number to ring for this specific problem is 0800 975 9712. I am told that there will be no queue to get through. Hmmmm:mad:

Hi Ellie2758

Hopefully this is down to a technical issue and the fix BassBunny mentions will do the trick. If not and we're still objecting, I'd check the meter details. We only usually reject requests to take a supply if there's a significant debt involved or the metering details applied for don't match what we have. As you've discounted the debt issue, I'd check the account is being applied for using the right meter details. Check the serial number on the meter matches that on the paperwork.

Hopefully you'll be alright but, if not, hope this helps.

Malc

Ya1e

I'm wondering if I've done a "wrongun" with joining the collective switch.

Had various welcome emails with various switch dates.

Had one yesterday saying time for your meter readings. You need meter point numbers as stated on previous emails.
Wrong!, after searching, not one email had this info.

Then middle of the night I get another with my electric meter point number with time for your reading, your supply will start on such and such and your DD will be x amount. No mention of Gas switch.

Whilst checking my new BG online account there are two electric accounts and one gas ?

bobstheboy

Re my post #6

Had three emails wanting opening readings, after phoning them and speaking to a rep and giving them. Had to phone again yesterday because of "system problems and give them again only to get another email with an urgent demand to give them opening meter readings !! Phoned again, had to wait 10 minutes only to be told we have your readings and ignore emails !!!! I despair if a company such as BG cannot coordinate phone calls, with emails.

Never had a problem with last supplier, OVO, so I hope this isn't going to be a bad experience with BG.

expeditious

Beware. I switched to E-on through the club with a monthly direct debit of £71. Second bill arrived and they've increased my direct debit to £116! Suckered me in with a cheap quote and then gave me the punch. Moral: never take things at face value, investigate, investigate, investigate.

MSE_Dan_L

expeditious wrote: »

Beware. I switched to E-on through the club with a monthly direct debit of £71. Second bill arrived and they've increased my direct debit to £116! Suckered me in with a cheap quote and then gave me the punch. Moral: never take things at face value, investigate, investigate, investigate.

Hi Expeditious

Just to clear things up here, the monthly figure shown on Cheap Energy Club is your annual usage divided by 12. The accuracy of this figure depends on the information which you've entered on Cheap Energy Club. In this case it sounds like your actual usage must have been quite different to your estimated usage.

Hope this helps.

Former_E.ON_Company_Representative:_Malc

expeditious wrote: »

Beware. I switched to E-on through the club with a monthly direct debit of £71. Second bill arrived and they've increased my direct debit to £116! Suckered me in with a cheap quote and then gave me the punch. Moral: never take things at face value, investigate, investigate, investigate.

Hi expeditious and welcome to the Forums.

I'm sorry you're disappointed with your payment arrangement. Thought I'd pop on with some information that might help. Our Monthly Direct Debits are based on past usage and current prices. If either changes, so will the monthly amount. The aim is to stop accounts running into arrears and to achieve as near as possible to a zero balance by the time of the annual review.

When customers join us, we set payments in line with the information we're given at the time. Over the next 12 months, we'll review the arrangement quarterly but will only change it at the mid-term and annual reviews. At the other times, we'll let customers know if payments need to change but leave it up to them to make any adjustments.

It looks like you've reached the mid-term review and this has triggered a change. If you joined on a fixed term product, the prices won't have changed so I suspect your usage is possibly greater than anticipated. Make sure the account is billed up to date using accurate meter readings. If it's been estimated, let us have readings. We'll be happy to rebill and review the arrangement.

We understand that forecasting future usage can never be an exact science, so we've introduced some measures to give customers more control over payments and to make sure there's not too much credit/debit on accounts. As above, we regularly review payments to make sure they're on track for a zero balance by the annual review. At this point, any credit balance over a fiver is automatically refunded. Any debt is included in ongoing payments and spread up to the next review.

We've also introduced an online tool for customer registered with our website. This is the Direct Debit Manager and it gives customers more say including being able to change the payments. Comes in handy should circumstances change. Provided accounts are billed up to the latest meter readings, payments can be changed by up to 20 per cent up or down. By up to 5 per cent up or down without readings. Before confirming the new amount, we'll let customers know by how much we anticipate accounts will be in credit/debit by the annual review if payments are changed but usage doesn't alter as expected.

Hope this gives a few insights into your payment arrangement. Let me know if you need any more information as happy to help.

Malc

ComperChris

I've just been on the phone with BG fro some time as like many others I hadn't received my metre point numbers. When I spoke to the digital team via twitter yesterday they didn't see any problems.
There is a huge problem with the gas side of the switch which they are aware of and are apparently rectifying. Anybody affected is being sent a letter and the switch will go through backdated within 10 days.
Hopefully they can get their act together and sort it out.

Mrsmoneyspinner

My switch was completed today; I was with British Gas already but Martin's deal was still the cheapest and they could not offer it directly from BG - I went for dual fuel and my annual savings on the calculator were £475 p.a. plus I qualify for the £30 cash back too thanks to Martin!