Help please - Unauthorised energy supplier switch

Rob_tt

Good Morning
I am seeking some advice following an unauthorised switch of my energy supplier.
I have been a customer with Out Fox the Market (OFM) since September last year, in July I received a bill for £1800, I thought something was wrong right away as I paid monthly by DD.
I checked my bill for the usage and noticed immediately that the ‘assumed’ readings for my gas and electric were way above the actual readings. I sent pictures showing the actual reading to OFM and they said the bill would be recalculated.
The other week I had an email from OFM saying, we’re sorry you are leaving us…your final bill is £1800.
Firstly, I was puzzled why I was ‘leaving’ OFM as I had done comparisons (using MSE energy club) but I was on the best deal so no point in switching supplier.
Secondly that final bill amount looked high again, and I wondered if they had not recalculated the bill after I had provided them with actual readings.
I called OFM to ask why I was leaving and why the bill was so high, it emerged that Orbit Energy had taken over as my supplier in July and they had provided OFM with the meter readings again these we significantly higher than my readings currently were. OFM advised me to contact OE as this switch was unauthorised (erroneous) and gave me the phone number.
OE don’t accept calls, so I emailed them explaining they have provided incorrect gas and electricity readings and that I have not actioned/authorised a transfer of energy supplier to Orbit. I also advised them I have never received any communication from Orbit to say I have changed supplier hence I had no reference or account number to provide.
I called OFM back to let them know that I didn’t agree to the switch, and asked them to reverse it in accordance with the ‘erroneous transfer customer charter’.
I received an email today from OE:
Having reviewed the account, I can see that you are not named on the account. Due to Data Protection, we are unable to discuss any aspects of the account with you. If the account holder would like to contact us via email registered on the account, we will be more than happy to discuss the account with them.

If you have any further questions, feel free to contact us and we will be more than happy to help.
I am the property owner and all the bills are in my name, I am very worried now with what’s happening, luckily no DDs have been set up with OE and they have never taken any money from my bank. I am also worried that I have not paid for any energy since August which was my last payment to OFM and if the switch is successful back to OFM I will owe a lot of money at a time of year I need it.
Could anyone advise me what I can do?


Kind Regards
Rob

molerat

There has obviously been a mix up in the database somewhere. You need to check your meter serial number against the bills. You should contact your local distributor and get the MPAN, again check this against your bill, and supplier listed for your address. Do you live in a house or flat ? Are you 100% certain the meter you have been reading is attached to your property ? The big problem here is you are dealing with incompetent energy suppliers and you are in for an up hill struggle sorting this out.

D_M_E

Write to OTM and head your letter COMPLAINT in big bold letters.

In it, tell them you want

a) a bill based on accurate meter readings not estimates and supply your current readings, with photos if possible, and

b) tell them it's their job, not yours, to sort out the erroneous transfer to Obit and can they get on and recall the supply.

You could also send by email as well for backup.

Rob_tt

molerat wrote: »

There has obviously been a mix up in the database somewhere. You need to check your meter serial number against the bills. You should contact your local distributor and get the MPAN, again check this against your bill, and supplier listed for your address. Do you live in a house or flat ? Are you 100% certain the meter you have been reading is attached to your property ? The big problem here is you are dealing with incompetent energy suppliers and you are in for an up hill struggle sorting this out.

Thanks molerat
The serial numbers match on my final bill from OFM but I have no bills from OE to compare. I called my network supplier and they confirmed I’m not the registered account holder with OE and we’re unable to provide me with the name on the account. (I assumed so).
My house is detached with both meters located in the utility room so no way of getting the meters mixed with my neighbours’.

Rob_tt

D_M_E wrote: »

Write to OTM and head your letter COMPLAINT in big bold letters.

In it, tell them you want

a) a bill based on accurate meter readings not estimates and supply your current readings, with photos if possible, and

b) tell them it's their job, not yours, to sort out the erroneous transfer to Obit and can they get on and recall the supply.

You could also send by email as well for backup.

Thanks D_M_E.
I will try this route. I will also contact the ombudsman on Monday too.

dogshome

You have been the victim of an 'Erroneous Transfer'
These occur when someone else changes supplier, but somehow their data gets scrambled in the system and the wrong account is switched.


When an ET occurs, it is the right of the victim customer to be returned to their original supplier and they should not suffer any financial loss.


WRITE to Orbit heading the letter Complaint setting out the facts and demanding they return you to Outfox - Send a copy of the letter to Outfox