Unauthorised Switch! Help

Simba-ali34

Hello

So I was switched from British gas to another supplier without my knowledge and only found out due to my gas account disappearing from my smartphone app.

I phoned to ask and was told I was sent correspondence about the switch which I never received plus I never contacted any company about being switched. My account was paid off, closed and I was refunded the reminder.

I ask them to reverse the switch which they have apparently done but it will take 6-8 weeks to complete the switch etc.

I then noticed a direct debit payment coming out of my account from British gas which has generated a new bill based on a submitted meter reading where I apparently used £120 the day the account was closed.

British gas said it looks like a mistake so I asked for a refund and was told to apply for a indemity claim to get a refund as they are unable to do it until they have control of the account.

Does anyone have any experience with this? If my account is closed and I don't exist with a new supplier can I be cut off?

I'm also worried that they will keep taking money each month so is it ok to delete the direct debit and set up a new one at a later date?

Regards

UnclaimedEnergy

If your elec didn't switch over then it's unlikely someone has tried to switch your address over and it is likely an issue/error with just your gas.

It might be that your address on the national gas register is associated with another meter?

I had an issue that when I switched my gas, it switched the gas supply of someone else because of this.

FreeBear

If you have been switched to another supplier in error, then you are entitled to compensation from both the new supplier and old. This compensation should be paid automatically, but if not, don't be afraid to demand that they cough up.

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

Simba-ali34

Do you know where I stand with getting a refund by using an indemity claim?

They said it's the only way to get the refund quickly but I don't like the idea of forcefully reversing a direct debit and then British gas possibly attempting to recover it or cutting my gas and electric off just because one employee told me to do it...

Simba-ali34

Some more information

British gas said they couldn't refund the final bill error as they have yet to recover the account so it's showing as closed....the only way to get it back is an indemity claim...

I find this hard to believe and I am abit unsure as to whether to do this as I'd rather have aknowledgement from them they have authorised the refund.

Any advise?

Regards

FreeBear

So go to your bank and start a claim under the Direct Debit Guarantee scheme - If BG have taken money out of your account in error (or failed to notify you of the amount), the bank has to refund you.


Do not accept a "No" answer from your bank - If need be, pay a visit to a branch and take it up with a manager.

Biscuit_Tin

Simba-ali34 wrote: »

Hello

So I was switched from British gas to another supplier without my knowledge and only found out due to my gas account disappearing from my smartphone app.

I phoned to ask and was told I was sent correspondence about the switch which I never received plus I never contacted any company about being switched. My account was paid off, closed and I was refunded the reminder.

I ask them to reverse the switch which they have apparently done but it will take 6-8 weeks to complete the switch etc.

I then noticed a direct debit payment coming out of my account from British gas which has generated a new bill based on a submitted meter reading where I apparently used £120 the day the account was closed.

British gas said it looks like a mistake so I asked for a refund and was told to apply for a indemity claim to get a refund as they are unable to do it until they have control of the account.

Does anyone have any experience with this? If my account is closed and I don't exist with a new supplier can I be cut off?

I'm also worried that they will keep taking money each month so is it ok to delete the direct debit and set up a new one at a later date?

Regards

That is rather unfortunate.

Not only did you fail to receive any communication sent about this from your current supplier, you also failed to receive any communication sent by the new supplier about the switch.
You may want to take that up with whatever communicator was involved, e.g. Royal Mail, or perhaps even the police if there is evidence of someone illegally intercepting your mail.

You also seem to indicate BG then sent you a final bill. That alone usually takes another 6 weeks after switch. Did you not receive that either?
And then you say they sent you the account balance. They have 10 further working days after the final billing to do that. Was that really the first you knew of this???

Anyway, BG have agreed to what is known as an erroneowus transfer,
In those circumstances, they will put you back into the position that you would have been in had the erroneous switch not have occurred.

Yes, it takes a lttle time behind the scenes to sort out, but not something to worry yourself with.

To be put back ito the same position as you would have been in had the switch not occurred, I'm afraid you will have to return the clsoing balance previously sent. You don't have to, but you won't then be in the same position, would you.

Then you indicate a revised DD coming out of your account in faour of BG!
Well it doesn't work like that, I'm afarid.

You see, as your account was closed and settled, I'm surprised any DD was collected, but it may have been following your request (and the suppliers agreement) to an ET.
But it cannot be for any more or less (nor on any different date) to whch you had been provided advance notice.
If it was, then claim it back uder the terms of the DD guarantee direct from your bank.

Similarly, Im not sure how you are submitting meter reads to a closed account ... but I suppose it might be possible.

As I ssaid. you will be put into the same p[osition you would have been in had the erroneous swtich not occurred. So you will not be cut off, and as far as you are concerned, you will continue to be supplied by BG.

The only issue that may occur sometimnes (but it seems by your post, not with BG), that the supplier is usnable to collect DD's whilst the matter is being sorted ut behind the scenes.
In cases where that happens, then the money remains in your bank account, and you can sort that out later when all else is sorted out, if you wish, perhaps by making a payment representing the DD's not collected.

Biscuit_Tin

FreeBear wrote: »

If you have been switched to another supplier in error, then you are entitled to compensation from both the new supplier and old. This compensation should be paid automatically, but if not, don't be afraid to demand that they cough up.

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

Unless I am totally mistaken, there is nothing in that link that says anything about entitlement to compensation from both suppliers.

The compenstaion is £30

I believe it will come from the supplier that the customer complains to.
Whilst the customer can opt to complain to either the new or old supplier, I would always recommend the complaint goes to the old supplier as that is the supplier the customer wants, and is the supplier that will lose out if they do not resolve the complaint as the customer wishes.

In this instance, it appears the OP did complain to their old, and still wanted, supplier. i.e. British Gas.

Edit: just re-read the link. It's the old supplier who pays the £30 compo, irrespective of which supplier is complained to.

Biscuit_Tin

Simba-ali34 wrote: »

Some more information

British gas said they couldn't refund the final bill error as they have yet to recover the account so it's showing as closed....the only way to get it back is an indemity claim...

I find this hard to believe and I am abit unsure as to whether to do this as I'd rather have aknowledgement from them they have authorised the refund.

Any advise?

Regards

Errors in any DD collection must be resolved by use of the DD guarantee.

BG were entirely correct to refer you to that. That is what they are expected to do where a customer contacts a supplier directly to resolve any issue with an erroneous DD collection.

Your bank will refund you immediately (at least by the end of the working day you raise the claim with them)

Simba-ali34

Thanks for all the replies

So I have never received any correspondence from either British gas (I am paperless) and no new supplier about a switch over. I never received any notification of the switch on the day they tell me it was sent and I must admit that I don't really look at the email bills I am sent as I use the app for all information about my account so wouldn't of picked up on a possible refund due.

I first found out about it when I had a refund showing on my bank statement which seemed strange but I knew my account was in credit. I then noticed the gas account on the app had disappeared and phoned them which I was then told my account was closed.

In Fairness to British gas after my account was closed and they said they would sort it they did send a bill for 150+ which I failed to spot on my email account so they have given me notice but it doesn't change the fact that this bill shows a meter reading jump in one day of over 150 pounds which is wrong and produced from a meter reading I never gave. I've done a physical meter reading and it's close to the original closure statement where they issued me a refund. It's still wrong even though they did give me notice.

Simba-ali34

In short I received a final bill statement on the 20th October which was for the refund paid to me and taken out my bank and then another final bill on the 24th Nov for 150 which they then took from my bank. Both the statements give me advanced notice but the final 2nd bill was generated after my account had been closed and goes against everything my meter and smart meter is telling me.

I'm not sure whether to leave it alone until the account has been rectified or claim it back through a indemity claim.