Gas switch delay (Oct 2018) - extra charges

steve0069

Any ideas on this?

Was on zero standing charge for gas and electric with Solarplicity, got an email saying my tariff would be abolished and put on standard tariff with standing charge. Planned to move to OutfoxTheMarket on the date the tariff would change.

The electric was switched no problem but the gas was blocked twice by Solarplicity with no explanation when I phoned them. Have asked a further 4 times the reason for the block, but Solarplicity did not respond. The gas switched 3 weeks late.

With Outfox I pay standing charge on electric and covers the gas as well, but Solarplicity were charging me a standing charge and higher tariff on gas due to their unexplained block on my gas switch.

Is it acceptable for Solarplicity to perform this way, or should they waive the standing charges and price hikes due to their mistake?

wavelets

steve0069 wrote: »

Any ideas on this?

Was on zero standing charge for gas and electric with Solarplicity, got an email saying my tariff would be abolished and put on standard tariff with standing charge. Planned to move to OutfoxTheMarket on the date the tariff would change.

The electric was switched no problem but the gas was blocked twice by Solarplicity with no explanation when I phoned them. Have asked a further 4 times the reason for the block, but Solarplicity did not respond. The gas switched 3 weeks late.

With Outfox I pay standing charge on electric and covers the gas as well, but Solarplicity were charging me a standing charge and higher tariff on gas due to their unexplained block on my gas switch.

Is it acceptable for Solarplicity to perform this way, or should they waive the standing charges and price hikes due to their mistake?

Electric & gas often switch at different times, even when it is a dual fuel tariff.

The processes the two fuels go through is entirely separate.

As for why a supplier may block your switch request, there are limited reasons to legitimately do so, but only the supplier blocking can say so for sure.
The common reason is that you are in debt (not just debit) with the supplier.

You say there was no explanation given when you called to speak to them. So what did they say?

If you are unhappy with any aspect of a supplier's service (and it is not instantly resolved), you should consider raising a complaint against that supplier in line with their complaint procedure.

A supplier should not charge you other than in accordance with the tariff you are on at the time, or in accoradnce with additional charges that may apply for specific requests (e.g. a meter change, a meter accuarcy check, etc)