Nightmare switch from SSE

gringobble

Apologies if this has been covered before, I have only had a quick scan of the (depressing) threads. I'm sick of hearing abut these bullying companies tactics!


In my case requested to switch from SSE late last year. I had a bad experience with them making a demand which was incorrect, then issuing a number of incorrect bills and then they finally admitted they had calculated it wrong. So I tried to switch, but SSE wrote to say I had an outstanding balance so couldn't switch until my account was cleared in full.


I called up to clear the account. The operator said it was funny as the amount was only around £3.50, and she offered to waive the balance and said "you don't owe anything, you're free to go". So I finally got to switch.


Fast forward a month and I receive a £300 bill. On what planet can you not owe ANYTHING, be "free to go", be allowed to go, and at the same time still owe £300? :wall:


I have argued it of course, I said the letter constituted a contractual offer: settle up and you can leave. The terms of the offer were confirmed verbally in that telephone call. They clearly considered the matter closed because they allowed me to leave.


Am I missing something here?


OK, I get that they made a mistake, really the adviser should have told me to expect a further bill, looking back at the numerous bills and calculations I can see that there was electricity supplied and not paid for. BUT SSE have been such :mad: about it! They said that I "should have known" that I would be getting a further bill, but when I asked how come the operator didn't know, they said they "wouldn't expect customer service advisers to know this". So, hang on, I should know but SSE don't have to?



The bleak thing is that the ombudsman has now said that I "should have known", but SSE "could have told me" and decided against me.



So now energy customers need to know exactly what they owe and when, but energy companies shouldn't?


I have appealed the ombudsman's decision but SSE have already had debt collectors on the phone, in spite of the ombudsman appeal window still being open.



My question is whether there's away to go through a court process without them registering a default first? I haven't got a problem with them, so I am not seeking anything off them, but I don't think they should be able to make a mistake then backtrack like this. They seem to have the upper hand because a registered default would be bad on me.

mac.d

On what grounds are you appealing the ombudsman's decision?

Notification a switch isn't going to go through because you owe money immediately tells you there is a significant amount owed, and so while a CS adviser saying you only owed £3.50 might have sounded great, it's clear there is an issue somewhere.

Especially when you say yourself "looking back at the numerous bills and calculations I can see that there was electricity supplied and not paid for."

Also, when you do switch, closing/opening meter reads are requested, and there is ALWAYS a final bill to pay because you have been using electricity & gas in the meantime until the switch goes through, so you shouldn't need anyone to tell you there will be a final bill.

Sorry can't help on the question of the default, the only way I know to definitely avoid any chance of that happening is to pay them the money but tell them you are still appealing the decision and are paying under duress!

Flt._Lt._Biggles

gringobble wrote: »

Apologies if this has been covered before, I have only had a quick scan of the (depressing) threads. I'm sick of hearing abut these bullying companies tactics!


In my case requested to switch from SSE late last year. I had a bad experience with them making a demand which was incorrect, then issuing a number of incorrect bills and then they finally admitted they had calculated it wrong. So I tried to switch, but SSE wrote to say I had an outstanding balance so couldn't switch until my account was cleared in full.


I called up to clear the account. The operator said it was funny as the amount was only around £3.50, and she offered to waive the balance and said "you don't owe anything, you're free to go". So I finally got to switch.


Fast forward a month and I receive a £300 bill. On what planet can you not owe ANYTHING, be "free to go", be allowed to go, and at the same time still owe £300? :wall:


I have argued it of course, I said the letter constituted a contractual offer: settle up and you can leave. The terms of the offer were confirmed verbally in that telephone call. They clearly considered the matter closed because they allowed me to leave.


Am I missing something here?


OK, I get that they made a mistake, really the adviser should have told me to expect a further bill, looking back at the numerous bills and calculations I can see that there was electricity supplied and not paid for. BUT SSE have been such :mad: about it! They said that I "should have known" that I would be getting a further bill, but when I asked how come the operator didn't know, they said they "wouldn't expect customer service advisers to know this". So, hang on, I should know but SSE don't have to?



The bleak thing is that the ombudsman has now said that I "should have known", but SSE "could have told me" and decided against me.



So now energy customers need to know exactly what they owe and when, but energy companies shouldn't?


I have appealed the ombudsman's decision but SSE have already had debt collectors on the phone, in spite of the ombudsman appeal window still being open.



My question is whether there's away to go through a court process without them registering a default first? I haven't got a problem with them, so I am not seeking anything off them, but I don't think they should be able to make a mistake then backtrack like this. They seem to have the upper hand because a registered default would be bad on me.

Assuming the supplier will not acceded to a request to hold off all collection activities (including registering anything with CRA etc) until the outcome of the court case, you should pay the money demanded "under protest" (ensure they are aware that is why it is being paid).When you win your case, if that is the outcome, I'm sure the court will see you right

gringobble

Thanks for replies. It was only clear what had happened bill-wise only at a much later point, because at the time (and the main reason for switching) is I was getting a lot of incorrect billing information from SSE and paying estimates as I went along.



I'm appealing the ombudsman because they haven't really addressed the complaint I made in the first place (you can only switch when we get £, then waiving the balance and switching me). I think SSE offered to waive the balance and did so, switched me, then when a higher up realised they'd waived £300 they thought sh*t and backtracked! The ombudsman have seemed to only look at whether I ran up a bill or not, they don;t comment on SSE conduct except to say they "could have" told me to expect a further bill.



Thanks for the heads up on paying under protest, that's a good idea.

antrobus

gringobble wrote: »

...

I have argued it of course, I said the letter constituted a contractual offer: settle up and you can leave. The terms of the offer were confirmed verbally in that telephone call. They clearly considered the matter closed because they allowed me to leave.

Am I missing something here?

...

Yes, you don't understand how the switch process works. .

When the switch is finally actioned, you supply opening meter readings to your new supplier, who relays them to your old supplier, who will then send you a final bill.

You were always going to get a final bill.

You have no case.

Talldave

Bottom line is you're being asked to pay for something you've had supplied, so you need to pay.

Have they exhibited the incompetence that seems rife in the energy industry - yes. Can you do anything about it - probably not, just don't give them your business in future.

I do just that with npower following a year long battle over meter replacement readings. I refuse to be an npower customer - recently moved to a house where they were the incumbent supplier and switched away as soon as I could.

gringobble

antrobus wrote: »

Yes, you don't understand how the switch process works. .

When the switch is finally actioned, you supply opening meter readings to your new supplier, who relays them to your old supplier, who will then send you a final bill.

You were always going to get a final bill.

You have no case.

That's all fine, but as mentioned above, I had been paying estimates going along, being in credit at times. The reason for switching was a series of wildly wrong bills (wrong by £100s) so it was plausible at the time that I could have been ahead or square with them. In any case the offer SSE made was to waive the outstanding balance.