Energy Switch Complaint

mathstony

I am very disappointed with my experience in switching energy suppliers through the MSE Energy Club and also at the lack of response from MSE about the problem. Has anyone else had this experience and how did they resolve it? I did an energy/utilities switch through the Energy Club in September and it's still not been completed. The electricity has gone through but not the gas and British Gas, our new supplier, have no record of the gas switch and EDF, who we are switching from, have no record of a request for a switch from Energy Club. I emailed MSE about this as instructed in the FAQ but after five days have still not had a reply despite the assurance that emails will be responded to within two days. I am now paying a very high daily standing charge for the gas while British Gas try to resolve this problem which it seems is all due to the Energy Club's lack of action. I thought MSE was working for us - but clearly not. I won't use this service again.

Neil_Jones

When in September?

A switch takes about six weeks to complete so if you switched at the back end of September that six weeks doesn't run out until the middle of November.

Its normal for gas to take slightly longer. This is not an Energy Club issue, this is a switching issue with the provider.

peedee_2

I think that the Energy Saving Club is a big swiz. I recently tried to switch my supplier to E-on without success. After four days I received an email to say that my application to switch had been unsuccessful and was advised to contact E-on directly. This I did and E-on told me that they had not received my application. I emailed The Energy Club - no reply. I emailed Martin Lewis, and again, no reply. Perhaps whichever body regulates switching sites should look at this company. I feel that I have been misled and I am really annoyed. I have now started the switch with another supplier through an Offgen recommended site.

mathstony

I think it is a MSE Energy Club problem. We have switched suppliers several times over the last few years and this has never happened before. Also, the switch started on Sept 17 so it should have been completed by the end of October. When I called EDF and British Gas in the last week of October both told me they had had no request for a switch for Gas but did have one for electricity which was completed quite quickly. Which means the gas switch is not going to happen within the six weeks. My other gripe is that MSE says they will reply to your email in two days and they haven't and that's really disappointing for a company that is promoting this switching service. So having used their service they have now abandoned me. When I spoke to British Gas, they said they'd had lots of complaints about Energy Club and recommended next time to use USwitch because they seem to have least complaints and most efficient service.

mathstony

The MSE Energy Club is linked to Moneysupermarket so I intend to complain to them. I also intend to complain to the regulator because as a result of this mess-up I"m now paying a very high daily standing charge for my gas. I urge others with similar issues and complaints to also complain. This isn't the kind of service I expect from an organisation that claims to represent the consumer.

worried_jim

mathstony wrote: »

The MSE Energy Club is linked to Moneysupermarket so I intend to complain to them. This isn't the kind of service I expect from an organisation that claims to represent the consumer.

Moneysupermarket is a business, it's job is to flog stuff to make a profit for its owners.

Gerry1

mathstony wrote: »

I also intend to complain to the regulator because as a result of this mess-up I"m now paying a very high daily standing charge for my gas. I urge others with similar issues and complaints to also complain.

I'd be very surprised if you get anywhere with this. IIRC Ofgem doesn't deal with individual complaints: they will refer you to the Energy Ombudsman. And the Ombudsman handles disputes between consumers and energy suppliers, not advice websites.

Just direct your efforts into trying other price comparison websites that cover the whole of the market such as Citizens Advice and Which?.

Dean799

I used money saving experts energy switching service on 27th November 2020 by switching from Utility Point to British Gas. The Gas switched within 10 days, however I am still waiting for the electric to switch, it’s now 17th February 2021. I have made countless calls and emails to both suppliers but this situation hasn’t been resolved. I am also waiting for Utility Point to refund the excess money id paid them. I thought switching was supposed to be easy!

[Deleted User]

mathstony said:

I am very disappointed with my experience in switching energy suppliers through the MSE Energy Club and also at the lack of response from MSE about the problem. Has anyone else had this experience and how did they resolve it? I did an energy/utilities switch through the Energy Club in September and it's still not been completed. The electricity has gone through but not the gas and British Gas, our new supplier, have no record of the gas switch and EDF, who we are switching from, have no record of a request for a switch from Energy Club. I emailed MSE about this as instructed in the FAQ but after five days have still not had a reply despite the assurance that emails will be responded to within two days. I am now paying a very high daily standing charge for the gas while British Gas try to resolve this problem which it seems is all due to the Energy Club's lack of action. I thought MSE was working for us - but clearly not. I won't use this service again.

PCWs do nothing other than act as an intermediary between the customer and the supplier; they are referrers who get paid a commission for each transfer of supply (in most cases). They are not actively monitoring the progress of each switch: this rests with the consumer. Whether you apply for a switch via a PCW or on the supplier’s website, certain things should happen. Firstly, you should receive a letter or more likely an email from the new supplier with contract details and what to do if you change your mind. Secondly, you should be contacted by your supplier with a ‘sorry that you are leaving’ message. It neither of these things happen, then I would be on to the gaining supplier wanting to know what has gone wrong?  Under Standard Licence Conditions, a supplier has up to 35 days from application to switch to takeover your supply: this includes the 14 day cooling off period. Most switches now take 17 to 21 days from application.

Tippytoes

mathstony said:

I am very disappointed with my experience in switching energy suppliers through the MSE Energy Club and also at the lack of response from MSE about the problem. Has anyone else had this experience and how did they resolve it? I did an energy/utilities switch through the Energy Club in September and it's still not been completed. The electricity has gone through but not the gas and British Gas, our new supplier, have no record of the gas switch and EDF, who we are switching from, have no record of a request for a switch from Energy Club. I emailed MSE about this as instructed in the FAQ but after five days have still not had a reply despite the assurance that emails will be responded to within two days. I am now paying a very high daily standing charge for the gas while British Gas try to resolve this problem which it seems is all due to the Energy Club's lack of action. I thought MSE was working for us - but clearly not. I won't use this service again.

You are not alone!  I've had no end of bother with Shell whom I switched to following MSE recommendation.  MSE claim they can't (won't?) help.  I'll be ditching Shell asap and as far as MSE EC goes, they're already history.