Together Energy messed up switch any recourse?

an1179

I switched Gas and Electric in December to Together Energy. I had the confirmation email asking for my meter readings which I supplied.

My old energy supplier sent me a letter increasing my Gas monthly instalments. What?

I checked my online portal and the last bill from Together my estimated reading were totally fictucious no sign of my meter reading (which by the way I no longer have a note of)
I phoned Together Energy on Thursday spoke to a very nice man "yes we swtched your Gas and Electric supply in December. Oh sorry we will update your meter reading as supplied by you"

I phoned old supplier Friday - yes your Electric switched but no application for the Gas to be switched. So I am on Standard tarrif with SSE since December I ccannot even see how much that is on my portal I have had my gas on constantly the last four weeks since my elderly relative has been with me. How angry am I?

Is there anything that I can do?

Thanks for reading and any comments

System

Yes - I would start by raising a formal complaint in writing. In your complaint you should state clearly that you expect Together Energy to take over your account on the agreed tariff terms. Moreover, you would expect them to cover the difference in usage costs between the tariff that you should be on and the one that you are on with SSE plus compensate you for poor customer service. You can gently remind them that they have a Standard Licence Condition to take over a supply within 35 days of accepting an application from a consumer to do so. (NB: the 35 days includes the 14 day cooling off period).

If no joy with the supplier, then you can refer the complaint to The Energy Ombudsman after 8 weeks or on receipt of a Deadlock letter.

matelodave

Keep notes and records of all readings, documents, bills etc otherwise it can be a real problem trying to remember who said what to who and when and it's even worse when you've lost track of your bills.

As Hengus says, do it in writing and keep a record - if necessary send it by recorded delivery so you've got proof that they received stuff. If they lose it afterwards that's their problem

Farway

A tip, too late now. Take photo of the reading every time you read the meter, only takes a moment and as you now find it may be useful in the future. The camera / phone will add date & time automatically if you have set it

an1179

I phoned Together Energy this morning they compared meter reference numbers and in fact they have taken over my neighbours supply!

I agreed that they would start the transfer process, refund what they have charged me so far for gas.

They will pay me the difference between the old suppliers standard tariff and what they would have charged so that I am not out of pocket. They are also giving me £10 good will payment.

I need them to make the end of Gas and Electric contract the same date also I think?

I have got the e-mail address of the person I spoke to so I can send a copy of my gas bill from old supplier when it arrives.

Thank you for your help

meherenow

Farway wrote: »

A tip, too late now. Take photo of the reading every time you read the meter, only takes a moment and as you now find it may be useful in the future. The camera / phone will add date & time automatically if you have set it

Or, do as I have, take photos with that day's newspaper for the avoidance of doubt (camera date stamps can of course be set to whatever you like).