Erroneous transfer

Mark310

Step daughter has had her energy supplier transferred from EON to N Power without her knowledge & consent. Liaison with EON has been helpful but apparently N Power are currently refusing to change supply. Letters/e mails have no been sent complaining to both parties that they are in contravention of the ET Charter agreed by the industry.
When you read N Power website it goes into great depth & how good it is in sorting out complaints.
We shall see???

System

Mark310 wrote: »

Step daughter has had her energy supplier transferred from EON to N Power without her knowledge & consent. Liaison with EON has been helpful but apparently N Power are currently refusing to change supply. Letters/e mails have no been sent complaining to both parties that they are in contravention of the ET Charter agreed by the industry.
When you read N Power website it goes into great depth & how good it is in sorting out complaints.
We shall see???

Hi - welcome to the forum. Erroneous transfers do occur and it is not always the supplier's fault. The bottom-line is that your stepdaughter should just continue to pay her old supplier. The two suppliers will - eventually - sort things out. Personally, I would let E.oN take the lead as your stepdaughter is their customer.

Former_E.ON_Company_Representative:_Malc

Mark310 wrote: »

Step daughter has had her energy supplier transferred from EON to N Power without her knowledge & consent. Liaison with EON has been helpful but apparently N Power are currently refusing to change supply. Letters/e mails have no been sent complaining to both parties that they are in contravention of the ET Charter agreed by the industry.
When you read N Power website it goes into great depth & how good it is in sorting out complaints.
We shall see???

Hello Mark310 and welcome to the Forums.

As you and Hengus say, it sounds like your step daughter has been affected by an Erroneous Transfer (ET). This is where a customer is transferred to or from a company without their knowledge or agreement. There are several causes and a common one is when details are mixed up on the National Databases. These databases hold information of all the electricity and gas meters in the country. All suppliers use them when handling a change of supply and sometimes apply for the wrong account, particularly when two addresses are similar.

With Erroneous Transfers, in the first instance, it's best to contact the company who has taken the supply. This is because, invariably, when the losing supplier contacts them they claim they've a valid contract. Not saying this is the case here, it's just something I've come across quite a lot in the past.

Once it's established a transfer has been wrongly done, both suppliers must put it right as quickly as possible. The supplier wrongly taking over will ask the other company to retake the supply. It will go back as though it had never been away, usually within 6 to 8 weeks of the mistake being acknowledged by both suppliers.

Your step daughter might receive a couple of bills from the other supplier. These will eventually be cancelled and, as Hengus says, she only needs to pay us for her usage. We've a specialist ET team who'll be happy to go through this with her if this would help.

Hope this helps point you in the right direction Mark310. Let me know if you need anything else as happy to help.

Malc