Existing supplier blocking switch to Bulb

dms1944

I've switched suppliers a few times over the years without any problems. However I've just tried to switch from Utility Point to Bulb and UP have objected to the switch and have blocked it for the bizarre reason I will have to pay a £30 termination fee for each of the fuels. My account is in massive credit (at least 3x my monthly usage). I have spoken to UP without resolution and Bulb have now said they can't switch me because of this objection. So I'm trapped. Where do I go from here? I thought of raising an Ofgem complaint but I can't because I need to try to resolve the problem with UP but they are refusing to engage in a resolution.

dogshome

WRITE to UP, heading the letter Complaint - just like that, Big & Bold - and send it by Royal Mail, setting out the history of this saga


This is Stage One of the official complaint procedure - Stage two is UP giving you a complaint number - Stage three is that if UP have not settled the matter within 56 days of the date on the letter, you go to the directly to the Ombudsman.


I suspect that when UP see you have started an "Official" complaint, they will quickly comply with the Switch

dms1944

Thanks for that swift and comprehensive response. Letter in the post today!

MABLE

dms1944 wrote: »

Thanks for that swift and comprehensive response. Letter in the post today!

You have done it by Resolve. Far better way than posting a letter.

Biscuit_Tin

https://www.utilitypoint.co.uk/complaints/

A couple of options there to allow you to make your complaint electronically direct to the supplier if you wish

I would suggest email is the better option so that you ensure you retain a copy of any correspondence sent.

Much better than using a third party intermediiary who will at best only hold things up.


Edit: Worth noting that UP's early exit fees (where applicable) are actually £36 per fuel

thorganby

Biscuit_Tin wrote: »

https://www.utilitypoint.co.uk/complaints/

A couple of options there to allow you to make your complaint electronically direct to the supplier if you wish

I would suggest email is the better option so that you ensure you retain a copy of any correspondence sent.

Much better than using a third party intermediiary who will at best only hold things up.


Edit: Worth noting that UP's early exit fees (where applicable) are actually £36 per fuel

Wrong, posting incorrect information is not helpful.

Tariffs have an Exit Fee per fuel of £30

2.7 If your previous supplier charges you an exit fee to terminate your agreement and switch your
property to Utility Point, we will refund this as a credit to your Utility Point account, up to a maximum of £36 per switch (including VAT). To claim the refund, you must have switched direct to us through our website and provide, over email, a copy of the final bill from your previous supplier for the property switching to Utility Point, with the exit fee amount itemised.

https://www.utilitypoint.co.uk/wp-content/uploads/2019/03/TCs_v4.1.pdf

Biscuit_Tin

thorganby wrote: »

Wrong, posting incorrect information is not helpful.

Tariffs have an Exit Fee per fuel of £30



https://www.utilitypoint.co.uk/wp-content/uploads/2019/03/TCs_v4.1.pdf

Wrong, posting incorrect information is not helpful.
(although is sadly becoming the norm for this site )

Tariffs have an Exit Fee per fuel of £36 including VAT

https://energysuppliers.energylinx.co.uk/utility-point/

Early leaving/ exit fee £30 per fuel
- All charges are excl. VAT

http://up.energycloudapi.com/wp-content/uploads/2019/04/Additional-charges.pdf

[Deleted User]

And VAT on exit charges is the full 20% Standard VAT rate hence why the £30 per fuel becomes £36 per fuel when the VAT is added.

VAT at 5% is only on standing charges and energy used. All other charges from an energy supplier will be rated at 20%.

From Utility Point T&C item 5.5

We’ll add VAT to our charges at the applicable rate (currently 5% for energy usage, 20% for any other charges)

And the Additional Charges pdf clearly states that

All charges are excl. VAT

And shows this below

Early leaving/ exit fee £30 per fuel

Wilt

Utility Point did the same to me - I rung up and they put a note on the account saying not to object when Bulb retry.

Told Bulb to retry and it did go through fine on the second attempt.

Sadly this did delay the switch by two weeks - didn't bother to complain as probably wouldn't have been worth the hassle at the end of the day.

MalMonroe

Don't switch to bulb! You'll end up regretting it, like I did.

dms1944

Several points. UP quote the exit fee as £30 per fuel however that doesn't include VAT and I'd always thought retail totals for retail customers should include VAT. Maybe I'm wrong.

I achieved a sort of result by sending UP a pdf file of the letter I'd written and that produced action within 1 hour. However they deny they delay the switching process and offered no apology saying it was company policy to object to switching when an early termination fee applies.

To show the logic of the UP position they objected to my electricity switch but were quite happy with my gas switch. They seem to have odd ideas of Ofgem rules.

Finally they have not supplied a complaints number. I have requested this reference twice and UP have ignored both requests. So I can't take up the matter with Ofgem.

Either UP are incompetent or very slippery. Needless to say I want away as soon as possible.