Scottish Power have taken control of my supply without my permission.

Jay24

I moved into my property in September last year which was supplied by Scottish Power, I immediately switched the supply to British Gas and received a final bill from SP which was paid in full.
In June my supply was taken over by SP without my permission. I raised a complaint on SP who admitted this was their error and I was told my supply would be returned to BG.
After weeks of chasing SP I have now received a “final offer” from them which states that they took control of my account by by filing an erroneous transfer against BG and because BG accepted this the transfer is irreversible and if I want to return to BG I will have to open a new account with them.
I have now been billed by SP for the past nine months worth of gas which I’m told I have to pay even though I was in contract with BG for that time.
I find it completely unacceptable that I should have to pay Scottish Power over £300 for their mistake. Do you think I should escalate this to the ombudsman?
Thanks in advance, J.

spiro

You have to pay someone for the gas you have used. BG will only have retured you to SP using the ET process if someone asked them to and that is either the customer or the new supplier thinking they have gained the incorrect MPxN.

Cardew

Welcome to the forum.

What is your 'final offer' from SP?

For a host of reasons erroneous transfers do occur - the penalty of having 'finger trouble' with computerised accounts.

You are not going to get your gas free. The 'final offer' should compensate you for any difference(loss) between the SP and BG tariff plus a goodwill payment - perhaps £50.

Jay24

I have already paid British Gas for the 9 months supply as I had a contract with them until Scottish Power took over my account in error. Scottish Power tell me I have to apply for a refund from BG and pay SP.

Jay24

Hi Cardew, thanks for the reply.
I'm not expecting to get my gas for nothing, I have already paid British Gas for the nine months which Scottish Power are now billing me for. Their final offer is nothing more than a letter explaining that it was their error in taking my account from BG and they are unable to reverse it. I'm told that I must apply for a refund from BG and pay SP.

Flt._Lt._Biggles

Jay24 wrote: »

I moved into my property in September last year which was supplied by Scottish Power, I immediately switched the supply to British Gas and received a final bill from SP which was paid in full.
In June my supply was taken over by SP without my permission. I raised a complaint on SP who admitted this was their error and I was told my supply would be returned to BG.
After weeks of chasing SP I have now received a “final offer” from them which states that they took control of my account by by filing an erroneous transfer against BG and because BG accepted this the transfer is irreversible and if I want to return to BG I will have to open a new account with them.
I have now been billed by SP for the past nine months worth of gas which I’m told I have to pay even though I was in contract with BG for that time.
I find it completely unacceptable that I should have to pay Scottish Power over £300 for their mistake. Do you think I should escalate this to the ombudsman?
Thanks in advance, J.

Jay24 wrote: »

Hi Cardew, thanks for the reply.
I'm not expecting to get my gas for nothing, I have already paid British Gas for the nine months which Scottish Power are now billing me for. Their final offer is nothing more than a letter explaining that it was their error in taking my account from BG and they are unable to reverse it. I'm told that I must apply for a refund from BG and pay SP.

I'm so sorry, but I'm struggling to understand your thread - not sure if you posting it at 02:20AM was anything to do with that?

Anyway, as I understand it, you were with BG and SP then took over your supply without your request/authority.
You complained to SP
SP raised an erroneous transfer.

Where an erroneous tranfer occurs, you are returned to the original supplier as if no switch ever occurred.

I do not understand why SP have not done this, especially as you say BG agreed to it.

If you are unhappy with the outcome of your complaint to SP, I suggest you continue to follow their complaint procedure, including if necessary taking the matter to the ombudsman.

Robin9

Whatever the cause of this error you should not be involved in correcting it.

Write a formal letter of COMPLAINT to both suppliers and require them to sort it out between themselves.

You seem to imply that the error has cost you over £300. I don't think thats true unless you have been billed by Scottish Power during this time.

PS Did you not get a "Sorry you are leaving us" letter ?

Jay24

Robin9 wrote: »

Whatever the cause of this error you should not be involved in correcting it.

Write a formal letter of COMPLAINT to both suppliers and require them to sort it out between themselves.

You seem to imply that the error has cost you over £300. I don't think thats true unless you have been billed by Scottish Power during this time.

PS Did you not get a "Sorry you are leaving us" letter ?

Thank you for your response Robin9.
Scottish Power have admitted it was their mistake but have still billed me and are chasing for payment even though I have paid British Gas for exactly the same period.

I have had no explanation from SP as to how this happened, in the own words the notes on their system "make no sense"

I received no sorry you are leaving us letter from BG.

SammenForLivet2

Wow, this sounds interesting.

So, you left SP to BGT (British Gas) - You actually went on supply with BGT - then SP contacted BGT advising that British Gas took you by mistake.

I've known a few energy firms to do ET's (and probably against the rules, but I know there is one 'Green' Energy firm that loves doing them), as a retention strategy (e.g: call the customer up saying sorry your leaving, and often lower the DD to match the new firm - and sometimes sneaky keep them on the same higher priced tariff), and they'll send the new supplier an ET Request saying the new contract is not valid.

Have you called British Gas and asked them what has happened? Also, some energy firms (I don't work for BG so wouldn't know), won't send communications with an E.T., as too note infuriate the customer further (as often ET's would be the gaining suppliers fault), so this may be the reason you didn't get a sorry your leaving letter from British Gas.

At the very least, I would expect (and I believe there are regulations, at least where I work it is standard) to refund the difference between tariff prices, and offer a gesture of goodwill, in the region of £25-50. I would call BG to see if they can switch as ASAP, and hope they will offer you the same tariff.

Please do let us know how you get on. And, don't be afraid to goto the Ombudsman. Based on what you've said, I feel you have a strong case for a £30 GOGW + Tariff Difference refund.