reimbursement delay after energy switch

Heedtheadvice

Also posted in Consumer Rights but maybe better response here?.......


Can anybody clarify a couple of points for me please?


Situation recently switched fuel supplier (Elec & Gas).
Switch has goe fine and I ended up with an account in credit with old supplier.
Final bill promises to reimburse to my bank within 14 days. This has not happened and is now overdje both acclrding to the industry signed up Energy Switch Guarantee (Also 14 days, KPI 4a status of old supplier is on the margin!) and Ofgem Guaratee Standard (10 days) - all from final bill.


1. Surprised at the different time scales! Are these calendar days or working days?


2. According to Ofgem guarantee I am due automatic compensation if standard not met. The compensation payment is due within a further 10 days. That also has been missed. Is this just a one off payment or does further non payment get any repeat compensation?


T.I.A.

Robin9

Not sure about the OFGEM compensation - I thought it got proposed but got no further.

EnergyRookie

This explains the current situation, as I understand it:

https://www.moneysavingexpert.com/news/2019/04/energy-customers-to-get-p30-compensation-for-delayed-credit-refu/

HTH

Biggus_Dickus

Following on from post #3;
According to this link regarding a new OFGEM mandate,

https://www.ofgem.gov.uk/publications-and-updates/customers-entitled-automatic-compensation-switching-problems-1-may

from 1st May 2019 customers are entitled to a compensation payment of £30 if outstanding credit isn’t refunded within 10 working days of their final bill being produced.

I assume this £30 compensation emanates directly from the Energy company in question;... however, if said Energy company has previously failed to issue a timely credit refund then how likely is it that the customer will be compensated in a timely manner‽

But have no fear! ,... OFGEM in their infinite wisdom have made provision for escalating compensation payments (for some infringements at least) if the energy firm persists in being naughty, and, quote: “Ofgem will separately introduce new requirements for suppliers to pay automatic compensation for delayed switches and providing late final bills later this year.”

Ofgem say “automatic compensation” for late final bills but they don’t mention anything about “automatic compensation” for delayed credit refunds.

I’m a little mystified as to why they keep using the term ‘automatic’;...does it infer there is some background process that monitors the switching process and will issue compensation without recourse to the Energy firm in question?

I guess it remains to be seen how this ‘automatic’ compensation system will actually work,...or perhaps doesn’t work! :doh:

spot1034

I'm wondering if this supplier might be Enstroga by any chance?



As reported last week in the 'Enstroga Incommunicado' thread, I am in the same position - the switch away has gone ahead (and no problems with them cancelling the DD which was done very promptly), their final bill dated 28th August shows a credit of £110.43 which was to be refunded by DD on 11th September. It didn't happen.



Looking at Trustpilot, many customers seem to be in the same situation.



I'll mention the £30 compensation when I send them a follow up to my initial complaint, which they have not responded to, but I'll give them a few more days.

JGB1955

When I had the same problem with Avro they just added the £30 on to the credit refund .

Heedtheadvice

Spot on spot!
Enstroga it is.
Now sent in formal complaint via Resolver.
Will have a read of your referenced thread, thanks.

Heedtheadvice

Thanks Spot. Note added on your referenced thread.

Heedtheadvice

Update:
Email from supplier reimbursement of credit to be in my bank within three days.....
I wait to see the colour of the money......

Kendow

Totally agree it’s a joke I am in middle of same debacle. I simply do not understand why a switch takes so long! I am going from OVO to EoN and it takes 6wks. MeaNtime OVO have taken a direct debit after I switched and I am now in credit with them to almost £300 and only likely to need £90 to cover my usage. They say it will be sorted in 6wks. Both are useless at communication blaming each other and an intermediary, compare this switch to the complexity of a banking switch which I would say the bank move is far greater and important but it is all done and dusted within 7 days including new cards, direct debits all set up. Come on @ofgem gotta get finger out and get these utilities companies to smarten up their game!

spot1034

Heedtheadvice wrote: »

Update:
Email from supplier reimbursement of credit to be in my bank within three days.....
I wait to see the colour of the money......

It will be interesting to know if the refund materialises. Having read reviews on Trustpilot I wouldn't be in the least surprised if it doesn't.



I have yet to hear from Enstroga. I have written to remind them that they now have to pay me £30 compensation. The clock is ticking.