Erroneous transfer- gone massively WRONG

C.O

Hi,

I was hoping someone could give me some advice.

* I moved in to my property from the housing association in December 2016
* I went on to uSWitch and completed a switch for my energy suppliers on December 13th 2016
* I went with Co-operative energy
* All was fine from my side and my direct debits were being collected monthly as of end of January 2017 £60.00 every month to cover my gas and electricity.
* 2 weeks ago I received a text from my bank to advise me that Co-operative bank have not collected their direct debits for the past 3 months so my bank will no longer be budgeting for them.
* This raised alarm bells so i went on to contact Co-operative bank who couldn’t even get me through security because they didn’t even have a first name for me on their systems just a sir name. They then advised me that they Co-operative have never supplied me with electricity and only my gas?!?
* Apparently my electricity was still with the original provider (Eon.. which I was completely unaware of) I went on to explain that I requested for Co-operative to be the supplier for both energies.
* Co-operative explained that they needed my MPan number for the electricity as there is a problem identifying the meters in my property as someone on my street has the same postcode and very similar meter numbers.
* I then questioned why no payments have been taken since October and why no one contacted me?? They explained that Eon have taken back my account and are supplying my gas and electric therefore Co-operative had ended my contract and gave me a final bill.!!! Without my knowledge or consent.
* The advisor I spoke to at Co-operative was polite and kind but couldn’t explain to me what has happened but just repeatedly apologised and advised me to contact Eon.
* She requested my mpan and my gas meter ... which I provided in an email the following day to her
* This was raised on the 11/01/2018 and today is 22/01/2018... I have been asking questions to Co-operative ... where and who am I paying me energy to now? I have to young dependants and I’m worried sick I will be slapped with an extremely large back dated bill for my electricity and now my gas... Iv not received any clear explanation, aside that it is in hand and we are dealing with this but it may take up to 8 weeks?!?
* It has now come to light that Co-operative don’t even have my correct address on their system, they have a door number for some one in a flat at the bottom of my street?!
* So now have my personal details been compromised with this address down the road... ie letters addressed under my name, direct debit details etc??
* Have Co-operative actually ever provided me with gas OR electric since the switch took place in December 2016?!?
* I contacted Eon.. who have confirmed that they have never ever provided any energy to my property... however they are the providers for the property that is down the road from me that Co-operative have had me under...
* Eon have checked the database and have confirmed it is British Gas who have supplied the energy to this property.
* I have contacted British Gas who confirmed that yes they have always provided the energy for my property.. but the balance on the account is at zero because it has a hold on the account. The property is still with the company who built the homes ?!?? So any letters would have been sent to them and not my property.
* The property is 3 years old.. there was a tenant living here for 2 years prior to me... I don’t understand how her energy was supplied or paid for if this has been the case.
* Why did Co-operative not pick up on this ?!
* My main question is what do I do?! I am documenting this all .. every call and information I am being provided with from all the companies... but I am worried sick that I will receive some kind of ridiculous bill.. had my bank not made me aware of my direct debits not being collected...none of this would have come to light.

I suffer from PTSD/depression and anxiety, this is really really making me ill from worry.

I’m sorry for the essay but you can’t help me if I don’t provide facts. I have raised a complaint through resolver a week a go and explained all of this... I am hoping someone on here could provide me with some information/reassurance 😔🙏

Cardew

Before you were allowed to switch to Co-operative energy(or any energy company) you must set up an account with the existing supplier to the house when you first moved into the property; you should have supplied that company with the initial meter readings.

You automatically are on a legally binding 'deemed contract' with that company from the moment you move in.

It is your responsibility to determine who was supplying the house, and pay them for the gas/electricity used until you switched to Co-Operative.

molerat

There seems to be 2 major problems here. One is of your doing by not setting up an account with the original supplier of the property. They legally supply the property until you have set up an account with them and then arrange a switch. The second is partly outside of your control but could have been spotted by you when billed in that meters may have been incorrectly allocated to the properties as is seen many times in new builds. A meter fitter comes along and fits meters to plot 1, plot 2 etc x development then the builder / council allocate street names and house numbers and it all goes horribly wrong. Hopefully you took accurate meter reads on the day you moved in and eventually it will get sorted. The problem is that, as you failed to contact the original supplier for the property who seemed to be correctly billing the original account holder as not being told otherwise, the back billing rule may not apply and you are liable for the whole amount - what has happened to the money you paid to other suppliers and the DD you have not been paying ?

You need to be taking regularly monthly meter readings, checking reads and meter serial numbers on the bills and making sure your direct debits are taken. It is a problem we see many times here of not checking anything and thinking all is rosy. When the truth comes out there is only one person that suffers so as Mulder and Scully would say - trust no one.

C.O

I know this may sound like a really daft response, but I thought the whole purpose of doing a switch online was to alleviate all the hassle for consumers?
I was completely naive to this and haven’t received any billings etc to question that there is a problem. Generally if there is a problem companies will contact you to chase it, I appreciate however it is the consumers responsibility to regularly check their bills, meter readings etc so yes I am at fault there..
What I am failing to understand is that British Gas have said they haven’t billed anyone they have a zero balance.
But there was someone living in the property for two years before me.
The housing association provided me with a meter reading when I moved in so luckily I have a starting point as far as meter readings go.

Co-operative haven’t even responded to me about anything at the moment.. however if they have never supplied energy for my property i will expect they will refund me what I paid them and I can use this towards anything owed to the correct supplier of my property.

The whole thing is confusing me if I’m honest as It’s been over a year I can’t remember who I contacted etc I only can recall doing th switch as it is in my emails still.

I would just genuinely like this resolved.

If the onus was all on me from the get go and I have messed up then of course I accept responsibility for it all but right now I genuinely don’t understand exactly what’s happened but have tried to piece this all together myself as Co-operative energy haven’t actually given me much of an explantation aside “we are sorry and it’s being dealt with, but your account is a complete mess at the moment”. 🤷🏼!♀️

molerat

You can only "switch" once you have an account to switch from.

LewisHamilton

C.O wrote: »

I know this may sound like a really daft response, but I thought the whole purpose of doing a switch online was to alleviate all the hassle for consumers?
I was completely naive to this and haven’t received any billings etc to question that there is a problem. Generally if there is a problem companies will contact you to chase it, I appreciate however it is the consumers responsibility to regularly check their bills, meter readings etc so yes I am at fault there..
What I am failing to understand is that British Gas have said they haven’t billed anyone they have a zero balance.
But there was someone living in the property for two years before me.
The housing association provided me with a meter reading when I moved in so luckily I have a starting point as far as meter readings go.

Co-operative haven’t even responded to me about anything at the moment.. however if they have never supplied energy for my property i will expect they will refund me what I paid them and I can use this towards anything owed to the correct supplier of my property.

The whole thing is confusing me if I’m honest as It’s been over a year I can’t remember who I contacted etc I only can recall doing th switch as it is in my emails still.

I would just genuinely like this resolved.

If the onus was all on me from the get go and I have messed up then of course I accept responsibility for it all but right now I genuinely don’t understand exactly what’s happened but have tried to piece this all together myself as Co-operative energy haven’t actually given me much of an explantation aside “we are sorry and it’s being dealt with, but your account is a complete mess at the moment”. 🤷🏼!♀️

Clearly something wrong has happened in regards to Co-op taking over the supply - you will need a response from Co-op as to why they did not take over the correct supply because only Co-op will know.

In regards to British Gas, it sounds like the builders chose British Gas the supplier when the property was first built. The property was sold but British Gas has never been notified and that is why the account is still in the builders name. Possible the building company has been receiving all the correspondence and ongoing bills at the moment.

The person living before you probably didn't notify British Gas they had moved in - they are probably thinking they have gotten away without paying for energy but its likely they will receive a catch up bill once British Gas find them.

In terms of your situation, I would continue speaking to British Gas about what exactly has happened and to find out who your supplier is for both fuels. Raise a complaint with Co-op and go to the Ombudsman after 8 weeks or if they don't resolve your complaint.

System

You need to find out who is registered on the database as your supplier. Use this link:

https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/connections-and-moving-home/who-my-gas-or-electricity-supplier

My guess is that when you applied to switch it was blocked/cancelled and treated as an erroneous transfer and ignored. It is likely that all correspondence went to the previous occupant. Once you have details of the actual supplier, then you need to contact them not the Coop to resolve this matter. They will need details on when your occupancy started and opening meter readings. As you are likely to be on what is termed a Deemed Contract, you will be charged for all energy used at the supplier’s standard variable rate. Once resolved, you will be free to switch.

If the Coop has never been your supplier, you should raise a written complaint and ask for a refund with compensation for all money paid to them.

C.O

Thank you for a slightly reassuring reply rather than... “well it’s your own fault for not checking”

The bizarre thing is im sure I remember when the keys were handed to me for the property, the housing officer telling me that the supplier was Eon. I have gone through my starter pack that was given To me when I moved in and found that my solar panels are with Eon. I have never touched the solar panels or done anything about them as I was told by a neighbour that we don’t own the solar panels and the housing association sell that energy back, they are nothing to do with thit tenant in the property.
Silly of me but I have taken that for gospel and not questioned it any more.
I think the best approach to take is to contact the builders to find out if they have received any correspondence from British Gas regarding my property.. and as you said liase with British Gas, the company who built the company and the housing association for now.
I put a complaint in to Co-operative last Monday using resolver but they said they can’t respond to me via resolver as they don’t have my correct details on their systems.

I just hope this gets resolved.

Thank you again!

C.O

It is British Gas. But they said they have a zero balance on the account for my property. So they aren’t entirely sure.. but they said it maybe that there is a hold on the account as the property is still with the company who built the homes.. so if there were any correspondence being sent it would have gone to them.. but again if that was the case why haven’t the builders contacted me or the housing association?? It’s bizaare how the gas and electricity usage just hasn’t been picked up by anyone, not one supplier has actually tried to contact me about this or raise any concern.

Apparently my meter numbers are very similar to another meter on my street which could be what has caused the mix up.

System

@C.O. You need to take control of this situation not the supplier. The PV Solar panels are not relevant to your supply contract. Find out who is the listed supplier and contact them with the date that you moved in and meter readings for then and now. You can then sort things out with the Coop and look for a new supplier.

What are the Housing Association doing to help you?

LewisHamilton

C.O wrote: »

It is British Gas. But they said they have a zero balance on the account for my property. So they aren’t entirely sure.. but they said it maybe that there is a hold on the account as the property is still with the company who built the homes.. so if there were any correspondence being sent it would have gone to them.. but again if that was the case why haven’t the builders contacted me or the housing association?? It’s bizaare how the gas and electricity usage just hasn’t been picked up by anyone, not one supplier has actually tried to contact me about this or raise any concern.

Apparently my meter numbers are very similar to another meter on my street which could be what has caused the mix up.

The builders probably didn't take too much notice on the correspondence. They probably have loads of properties and expect the actual owners of the properties to eventually set up an account with the supplier, which would usually correct their account. In your case, the previous occupier responsible for paying the bills probably didn't set up an account and that's why it is still the builders name - this is the most likely situation.

Possible the meter numbers are similar but the suppliers should really be applying for a transfer using the actual property's address and MPAN.

Definitely raise a complaint with Co-op, even if they don't do anything, you can go to the Ombudsman after 8 weeks.