Who is at fault? Switching via uSwitch

Golden_Glow90

My tariff with Eon is due to end on 03/06/19. I received an email from Eon stating I could switch to a new tariff so I decided to compare on uSwitch. I typed in all my details including the 03/06/19 as my end date for my existing tariff. My results showed cheaper quotes with other suppliers so I made a switch to Green Network Energy. I was told by uSwitch that their energy switch guarantee means that my new supplier will contact my old supplier, confirm a switch date and then let me know. It also states that I would not need to contact my previous supplier to let them know.

Anyway, a few days after confirming everything with uSwitch, I receive an email from Green Network Energy confirming a switch date (and first direct debit) of 9th May. I have no issues with the switch happening early; however, there is nothing showing on my Eon account about this switch taking place. Having spent over an hour on hold with Eon, I finally speak to someone who have said that they have had no contact from another supplier and even if they did, if I wanted to switch before 3rd June, I'd have to pay an early exit fee. I knew that there was an early exit fee attached to my tariff, which is why I made sure uSwitch had the correct date before I did my quote. I'm also unhappy that Green Network Energy have confirmed a switch date without talking Eon as this is part of uSwitch's guarantee. I've tried complaining to uSwitch who have said it's nothing to do with them and to contact my new supplier and I've contacted Green Energy Supplier who said they sent notification to Eon and Eon have said they've received nothing.

I'm at a complete loss of what to do as nobody is willing to help. Should I use my cooling off period to cancel my new energy and try switching again nearer the time? I thought this may be the simplest option but I have had issues with Eon before when I've switched between their own tariffs and they haven't gone through so I don't trust it will make any difference but in the meantime, I'm going to get charged twice which will negate any savings I would have made by switching in the first place.

CityLite

Golden_Glow90 wrote: »

My tariff with Eon is due to end on 03/06/19. I received an email from Eon stating I could switch to a new tariff so I decided to compare on uSwitch. I typed in all my details including the 03/06/19 as my end date for my existing tariff. My results showed cheaper quotes with other suppliers so I made a switch to Green Network Energy. I was told by uSwitch that their energy switch guarantee means that my new supplier will contact my old supplier, confirm a switch date and then let me know. It also states that I would not need to contact my previous supplier to let them know.

Anyway, a few days after confirming everything with uSwitch, I receive an email from Green Network Energy confirming a switch date (and first direct debit) of 9th May. I have no issues with the switch happening early; however, there is nothing showing on my Eon account about this switch taking place. Having spent over an hour on hold with Eon, I finally speak to someone who have said that they have had no contact from another supplier and even if they did, if I wanted to switch before 3rd June, I'd have to pay an early exit fee. I knew that there was an early exit fee attached to my tariff, which is why I made sure uSwitch had the correct date before I did my quote. I'm also unhappy that Green Network Energy have confirmed a switch date without talking Eon as this is part of uSwitch's guarantee. I've tried complaining to uSwitch who have said it's nothing to do with them and to contact my new supplier and I've contacted Green Energy Supplier who said they sent notification to Eon and Eon have said they've received nothing.

I'm at a complete loss of what to do as nobody is willing to help. Should I use my cooling off period to cancel my new energy and try switching again nearer the time? I thought this may be the simplest option but I have had issues with Eon before when I've switched between their own tariffs and they haven't gone through so I don't trust it will make any difference but in the meantime, I'm going to get charged twice which will negate any savings I would have made by switching in the first place.

Your switch is going ahead.
You will not incur any early exit fee by Eon, as it would have stated in the email you received from them.
It's nothing to do with uSwitch either, as they have done their bit and advised your new supplier that you wish to switch
You will not be charged by 2 suppliers for the same consumption - the system does not allow for that

AndyPK

It is the way the system works.


The switch tries to go through as soon as possible.


The old supplier would find out within a week or two

Former_E.ON_Company_Representative:_Malc

Golden_Glow90 wrote: »

My tariff with Eon is due to end on 03/06/19. I received an email from Eon stating I could switch to a new tariff so I decided to compare on uSwitch. I typed in all my details including the 03/06/19 as my end date for my existing tariff. My results showed cheaper quotes with other suppliers so I made a switch to Green Network Energy. I was told by uSwitch that their energy switch guarantee means that my new supplier will contact my old supplier, confirm a switch date and then let me know. It also states that I would not need to contact my previous supplier to let them know.

Anyway, a few days after confirming everything with uSwitch, I receive an email from Green Network Energy confirming a switch date (and first direct debit) of 9th May. I have no issues with the switch happening early; however, there is nothing showing on my Eon account about this switch taking place. Having spent over an hour on hold with Eon, I finally speak to someone who have said that they have had no contact from another supplier and even if they did, if I wanted to switch before 3rd June, I'd have to pay an early exit fee. I knew that there was an early exit fee attached to my tariff, which is why I made sure uSwitch had the correct date before I did my quote. I'm also unhappy that Green Network Energy have confirmed a switch date without talking Eon as this is part of uSwitch's guarantee. I've tried complaining to uSwitch who have said it's nothing to do with them and to contact my new supplier and I've contacted Green Energy Supplier who said they sent notification to Eon and Eon have said they've received nothing.

I'm at a complete loss of what to do as nobody is willing to help. Should I use my cooling off period to cancel my new energy and try switching again nearer the time? I thought this may be the simplest option but I have had issues with Eon before when I've switched between their own tariffs and they haven't gone through so I don't trust it will make any difference but in the meantime, I'm going to get charged twice which will negate any savings I would have made by switching in the first place.

Hello Golden_Glow90 and I'm sorry you were told you would have to pay an exit fee for changing supplier. This was the wrong advice.

As your fixed tariff ends on 3 June 19, you're now within the Price Protection window. This window is open 49 calendar days before a fixed tariff end date until 20 working days after. Provided the new supplier applies for the account during this period, we'll keep you on the cheaper prices whilst the switch goes through. Exit fees also don't apply when inside this window.

Where suppliers have signed up to Faster Switching (most have but there are exceptions), the supply usually goes over in about two and half weeks. In these cases, the new supplier will apply for the account within the first few days after the request to move is made. When did you actually apply to move through uSwitch?

As Green Network Energy have given you a start date of 9 May 19 and if you applied in recent days, it looks like they're part of Faster Switching and I would've expected to have received their application by now.

I'd make sure they've applied for the right meter serial numbers. Check the serial numbers on the meters themselves (not from any paperwork) match those Green Network Energy have applied for.

Sorry to lose you Golden_Glow90.

Malc

mac.d

You can switch within the last 49 days (I think they say 42 to be absolutely sure) of your current deal ending without any exit fee penalty.

MSE wrote:

On a fix? You can switch again penalty-free in the last 49 days of your deal
To protect people on fixed tariff deals, Ofgem's rules mean suppliers can't charge exit fees in the last seven weeks of fixed-term deals. So, if you're near the end of a fix, you won't have to pay a fee to leave it and move to a new tariff – provided your switch completes within the last 49 days of your current deal.

Don't worry about Eon staff telling you there's a fee, as long as you are within that 49 days, they can't charge you. Companies like British Gas have wrongly done so in the past see: British Gas pays out £2.65 million over invalid exit fees

However, in saying that, its up to you to time your price comparisons and switch so that you won't incur an exit fee, not the price comparison website, or the new supplier. You can sometimes ask to switch on a certain date (approximately), but not all suppliers do this. Many will just go ahead with the switch straight away, although it usually takes a couple of weeks to happen.