from Extra Energy to Scottish Power

Catslovelycats

So Jan has been and gone. No promised welcome pack or credited EE balance.

rob_1973

Morning all. I've been on the phone this morning to try and get some solid answers and this is what I've got.
First of all SP have been very disappointed with the length of the transition process from the administrators, but the customer advisor ensured me that the account will be fully set up in around 3 weeks time.

We will be charged from time of takeover which is 25th November.

We will have the option to have a direct debit at a higher rate to cover the costs from takeover, or you will be able to make a full payment to keep debits at the agreed costs.
He also suggested that the first debit will be higher to include all the payments from the 25th November, right up until the 1st payment is due.
It does look like they will be giving us options of how to pay back what has been used during the migration period.

Money owed from EE will be returned to us. It will be passed to SP from the administrator and SP will be issuing the refund.

At this moment in time there is no end in sight as I see it, my email from 1st December said I'd be set up in 3-4 weeks.

All I can suggest is be prepared for a huge bill to arrive at some point, and I'm still not sure if they will take our credits from EE into consideration before the bill turns up.

Catslovelycats

Thanks rob_1973
That saves me another phone call.
I've almost decided to initiate a switch anyway. I was waiting for my credit balance to be given to me but am losing on an almost daily basis the best best new tariffs elsewhere, I reckon the credit balance I had with EE will nearly cover what power I've used between switch over and SP taking my DD last week, but as you say, it remains to be seen when SP take that into account...

wavelets

Just a reminder

The cost of protecting customers’ credit balances will be met partly by Scottish Power, and the rest will be covered by the safety net put in place by Ofgem. This is funded by a levy spread across all domestic energy suppliers. Ofgem’s safety net allows suppliers to recover the cost of credit balances by a levy across all domestic suppliers.

https://www.ofgem.gov.uk/publications-and-updates/ofgem-appoints-scottish-power-take-customers-extra-energy

If a company had the ability to meet all it's liabilities as they fell due, it would not have ceased trading and called in administrators

rob_1973

A small update. I've just checked my bank account online and it seems £2 has been taken today from SP. Not sure if this is a tester debit but I imagine so to make sure account details are correct. I will update if I have any more information.

Catslovelycats

£68 DD was taken from my account on 28th Jan, as they'd said and is showing in my SP account.

Catslovelycats

I gave up waiting and initiated a switch a few days ago

violetta

I have not heard another peep from SP since the email asking me to authorise the direct debit on 10 Jan, and them telling me my account was 'almost set up'.

s1ipmatt

I too an ex EE customer. Lucky for me i owe EE rather than the other way. But i know someone will ask me for cash soon.

So far I've not received any welcome letter by email or post. SP took £106 from my account via DD on 1st Feb. But as SP website says they will not take any payment until accounts are setup.

So i tried to contact SP by telephone and no joy couldn't get past the auto menus. So i had a rant at them on twitter on 2nd Feb, to which they came back and gave me an account number. Blaming EE for poor data, but still managed to get my banking details from it.

Feed up of waiting for SP while keeping me on some tariff i don't want so I've made the move at switching. Lets see how that goes.

Mark_F

Update on my situation and possible solution for others.

1.Although I have had no word from SP (apart from setting up a DD £15 a month more than I was paying), I rang them and managed to get my account number- it would seem that these have all been allocated but not yet communicated to ex EE customers.
2.I have created an online account on the SP website so I can view my account - don't use the app because it appears not to work.
3.I have provided an up to date meter reading on the website which will generate an invoice and show my indebtedness to SP.
4.I believe I owe about £60 to Extra Energy (ie the administrator) so they can chase me for this.
5.I have started the switch process to EDF - fixed to June 2020 which will save £125pa and give £25 cash back

The only people that this might not work for is people that EE owe money to which SP have to honour- this could be at risk.

Overall, I have been disgusted with how SP have dealt with this 'switch' - from saying it would take 3-5 weeks, it has now taken nearly 3 months and counting which they seem to be blaming on 'the poor quality of records' from EE. There has been no communication from SP and the promised welcome pack never arrived.What is OFGEM doing about this???

SP has no incentive to act quickly as they are charging a much higher tariff than EE (i.e default rates) so I would recommend people try this approach, especially as energy prices are likely to hike soon and tariffs will be pulled for more expensive one/s.