Switch incompetence, or something more sinister?

David_Booth

Around three months ago, I applied to switch both gas and electric suppliers. Both were on direct debit, and both were in debt before moving to credit over summer.
First point, is that it is interesting that being in debit does not allow you to proceed with a final bill generation and then switch, but requires you to jump through hoops to contact suppliers, supply accurate readings and pay any arrears before resuming the process.
Second point, iSupply was either incompetent, or something much worse. iSupply had not attended site in more than two years to take a confirmed reading (which I was led to believe, was a periodic contractual requirement). Even after making this payment, they still appealed with a submission that the request to transfer was in error - completely untrue and this was not checked with me. At every point, their messaging was inept, with dates posted for urgent responses, where the date was 1901 or not even on the message and a blank space provided.
I was forced to wait (on the advice of my new supplier) before re-applying. This time, with no arrears, they did not appeal, but the messaging was just as bad as before, with dates in the past for response requests. Whilst not a direct impact on supply, this level of ineptitude should not go unchecked.
Unfortunately this was not the only supplier to screw up the process, LoCO2 who rebranded to Solarplicity, did not carry over their internet access to the new company, making it impossible for me to finalise my bill. Telephone access was not easy, their hours are not great and the lines were always engaged.
My question, is whether the ombudsman controls the switching process, or is there another body who would receive complaints? This level of obstructive behaviour cannot be considered acceptable.

Robin9

David_Booth wrote: »

..............................
First point, is that it is interesting that being in debit does not allow you to proceed with a final bill generation and then switch, but requires you to jump through hoops to contact suppliers, supply accurate readings and pay any arrears before resuming the process..................

Nothing new here.

Robin9

David_Booth wrote: »

........................ iSupply had not attended site in more than two years to take a confirmed reading (which I was led to believe, was a periodic contractual requirement). .........................

No longer true. The system relies on you (unless you have a smart meter installed by iSupply) to take monthly meter readings.

You should keep your own records as well - read and understand your bills and look at the bottom line to see if you are in credit or debit.