Supplier raised objection, now resolved. Old supplier did nothing, new supplier cancelled transfer.

Aela

Hi all. Wondering if I could get some insight on this.

I initiated a transfer of supply almost 3 weeks ago and received an objection from my old/current supplier. I queried this and received a response 3 days later telling me it was due to an outstanding debt. I called them and resolved it, and was given no further information.

I assumed the switch would just happen as normal as the exact same thing happened to me last year when I was switching to my current supplier and I had no issues once I had resolved the debt issue. Transfer went ahead as normal.

I called current supplier today for confirmation I was switching tomorrow. They advised the objection had been lifted when I paid two weeks ago but nothing had been done since then. They told me to talk to my new supplier as old supplier had done ‘everything on their end’

I called new supplier and they said they had done nothing since the objection was raised, because ‘they don’t ever get told once an objection was lifted’ and that my switch had been cancelled entirely and they had to start from scratch. I now won’t have switched until 22nd June which is nearly a month from when I originally wanted to switch. They told me it was my responsibility to tell them once the objection was lifted and that they don’t do anything until the customer rings them. Old supplier had not told me to do anything until now.

I went back to old supplier who basically said tough luck, you’re on a variable tariff until 22nd June. The rate quoted is about a 40% increase on what I was paying until now. They told me that my new supplier should have tried to switch me automatically after a period of time.

I’ve had two different stories here and a lot of ‘tough luck, it is what it is, that’s the rules’ thrown at me. Yet it’s me who will be paying through the nose and somehow according to them it should have been my responsibility. And that nobody ever tells anyone anything.

Old supplier was very keen to raise an objection and new supplier was very keen to cancel my transfer altogether.. but nobody wanted to do anything afterwards.

All this talk of regulations.. are there any rules saying that it is my responsibility to tell my new supplier when an objection has been lifted? Shouldn’t my old supplier have told my new supplier or at least told me to tell them? Shouldn’t my new supplier have made another attempt? Why was my switch cancelled entirely instead of being put on hold?

As I said same thing happened last year and my switch was just put on hold whilst it got resolved, I still ended up getting the switch date I’d originally gone for and it was all done for me, I didn’t need to tell anyone anything!

Unless the law has changed in one year and it’s suddenly my fault... surely I shouldn’t be paying for someone else’s mistake?

Thank you in advance.

Cardew

Welcome to the forum.

1. Shouldn’t my old supplier have told my new supplier or at least told me to tell them?



2. Shouldn’t my new supplier have made another attempt?

I am afraid it all boils down to being a commercial transaction with two companies involved.


Why would the company losing you as a customer be proactive?


I suspect the gaining company are aware from experience that customers in debt, and when an objection has been raised, normally stay with their existing company for a considerable period to clear the debt.


I am sorry but it appears to me that the onus was on you to take the initiative and ask the gaining company to start again.

Benight

Aela wrote: »

Hi all. Wondering if I could get some insight on this.

I initiated a transfer of supply almost 3 weeks ago and received an objection from my old/current supplier. I queried this and received a response 3 days later telling me it was due to an outstanding debt. I called them and resolved it, and was given no further information.

I assumed the switch would just happen as normal as the exact same thing happened to me last year when I was switching to my current supplier and I had no issues once I had resolved the debt issue. Transfer went ahead as normal.

I called current supplier today for confirmation I was switching tomorrow. They advised the objection had been lifted when I paid two weeks ago but nothing had been done since then. They told me to talk to my new supplier as old supplier had done ‘everything on their end’

I called new supplier and they said they had done nothing since the objection was raised, because ‘they don’t ever get told once an objection was lifted’ and that my switch had been cancelled entirely and they had to start from scratch. I now won’t have switched until 22nd June which is nearly a month from when I originally wanted to switch. They told me it was my responsibility to tell them once the objection was lifted and that they don’t do anything until the customer rings them. Old supplier had not told me to do anything until now.

I went back to old supplier who basically said tough luck, you’re on a variable tariff until 22nd June. The rate quoted is about a 40% increase on what I was paying until now. They told me that my new supplier should have tried to switch me automatically after a period of time.

I’ve had two different stories here and a lot of ‘tough luck, it is what it is, that’s the rules’ thrown at me. Yet it’s me who will be paying through the nose and somehow according to them it should have been my responsibility. And that nobody ever tells anyone anything.

Old supplier was very keen to raise an objection and new supplier was very keen to cancel my transfer altogether.. but nobody wanted to do anything afterwards.

All this talk of regulations.. are there any rules saying that it is my responsibility to tell my new supplier when an objection has been lifted? Shouldn’t my old supplier have told my new supplier or at least told me to tell them? Shouldn’t my new supplier have made another attempt? Why was my switch cancelled entirely instead of being put on hold?

As I said same thing happened last year and my switch was just put on hold whilst it got resolved, I still ended up getting the switch date I’d originally gone for and it was all done for me, I didn’t need to tell anyone anything!

Unless the law has changed in one year and it’s suddenly my fault... surely I shouldn’t be paying for someone else’s mistake?

Thank you in advance.

You must have been on a super low priced deal last year.
Prices have increased across the board, but not by anywhere near 40% in the last year, and defualt,standard variable tariffs, whilst often the most expensive tariff the supplier offers, are not anywhere near 40% more expensive than their cheapest tariff, especially since the regulator has introduced price caps to such tariffs.

As I understand it, you applied to a new supplier, and the switch was blocked due to you owing money.

Since then, nothing has happened other than you settling your debts with the existing supplier. It will stay that way unless and until you do something; nothing is going to happen on 22 June.
If your tariff expires today, then you will have been advised what happens by your existing supplier, and what your options are.

If you don't want to pay the suppliers expensive default tariff, consider transferring to another tariff offered by your existing supplier. They should be able to put you on such new tariff today or tomorrow if you contact them directly. :money:

Beware of any early exit fees that may apply, but there are sometimes ways around those.

e.g. possible cashback may cover typically half or more of any such early exit fee. Or some companies may offer to pay any early exit fees if you switch to them, etc.

Consumerist

Firstly, a debit balance on an account which you pay by direct debit is not a justification to object to the transfer.

If, however, you had a payment plan to pay off an actual debt - i.e. you had been asked to pay it - then the objection was valid. A statement of account is not a demand for payment - For example, what would happen if you had a credit balance on a statement ?

In either case, my suggestion would be to initiate formal complaints against both suppliers - since each is blaming the other. Claim compensation for any financial loss incurred. If the matter is not resolved within 8 weeks you can submit the complaint to the ombudsman.