Switching from prepay company to credit company

wordsfan

Moved in here almost 3 years ago and the previous tenant for whatever reason was under Utilita prepay for their energy.

I have tried at various points to enquire into switching and been led to believe it would involve changing the meters and considerable cost to myself which I cannot afford. (Disabled and on benefits)

But I manage my budget well and have a good credit record.

Yesterday I tried to top up my energy as per usual which I do weekly on the Utilita app. I found I was unable to top up the gas. Initially I thought a technical issue (they have plenty of those! They’re a nightmare to be honest!)

As my smart meter was showing a low amount I started to get very anxious. (Mh issues) so I called their “emergency” number and eventually got through to someone.

Turns out scottish power have taken over my gas supply. Neither Utilita nor scottish power have informed me of this (Utilita have several ways they could have contacted me they have all my contact details)

So it’s apparently an “erroneous transfer” last night I was told it could take 28 Days to fix, today I’m told as long as 6 weeks!

I’m extremely worried about the possibility of losing supply at any point (one of my conditions is ocd which is severe I NEED to have hot water available)

In addition upon waking this morning and checking my bank account I discover the THREE attempts to top up my gas have been taken from my account or at least are sitting as pending amounts. Money I can ill afford to be without for a week! Which is how long they’re saying it will take to return it to me.

At one point they said I could call my bank and ask for authorisation codes to halt the deductions but the bank (who I trust more than them they’ve always been spot on) says no they have to give me the authorisation codes to refund the money.

I would really rather not be with Utilita or on prepay. I’ve always been a credit customer until them with no problems at all.

But the switching calculators inc the one on this site apparently can’t cope with calculating a move from prepay to credit.

I know my usage in kw/hrs can anyone advise how I can perhaps work out who to possibly switch to?

Fed up of dealing with Utilita all around I find it incredibly stressful being on prepay and worrying constantly about losing supply. Especially as they so frequently have issues with their top up services. Hate them.

Any and all advice greatly appreciated

tk47

wordsfan wrote: »

Moved in here almost 3 years ago and the previous tenant for whatever reason was under Utilita prepay for their energy.

I have tried at various points to enquire into switching and been led to believe it would involve changing the meters and considerable cost to myself which I cannot afford. (Disabled and on benefits)

But I manage my budget well and have a good credit record.

Yesterday I tried to top up my energy as per usual which I do weekly on the Utilita app. I found I was unable to top up the gas. Initially I thought a technical issue (they have plenty of those! They’re a nightmare to be honest!)

As my smart meter was showing a low amount I started to get very anxious. (Mh issues) so I called their “emergency” number and eventually got through to someone.

Turns out scottish power have taken over my gas supply. Neither Utilita nor scottish power have informed me of this (Utilita have several ways they could have contacted me they have all my contact details)

So it’s apparently an “erroneous transfer” last night I was told it could take 28 Days to fix, today I’m told as long as 6 weeks!

I’m extremely worried about the possibility of losing supply at any point (one of my conditions is ocd which is severe I NEED to have hot water available)

In addition upon waking this morning and checking my bank account I discover the THREE attempts to top up my gas have been taken from my account or at least are sitting as pending amounts. Money I can ill afford to be without for a week! Which is how long they’re saying it will take to return it to me.

At one point they said I could call my bank and ask for authorisation codes to halt the deductions but the bank (who I trust more than them they’ve always been spot on) says no they have to give me the authorisation codes to refund the money.

I would really rather not be with Utilita or on prepay. I’ve always been a credit customer until them with no problems at all.

But the switching calculators inc the one on this site apparently can’t cope with calculating a move from prepay to credit.

I know my usage in kw/hrs can anyone advise how I can perhaps work out who to possibly switch to?

Fed up of dealing with Utilita all around I find it incredibly stressful being on prepay and worrying constantly about losing supply. Especially as they so frequently have issues with their top up services. Hate them.

Any and all advice greatly appreciated

Presumably, you have a Utilita smart meter?

If you want to switch supplier, then do so.

As I understand it, Utilita will switch your smart meter to credit mode just before the switch, to allow your new supplier to take it over
(which presumably they have already done to your gas meter)

I don't know what led you to believe it would involve changing the meters and considerable cost to yourself.
- if nothing else, the switch of your gas supply to Scottish Power has proven that to be wrong

If your gas supply has been taken over by Scottish Power against your wishes, then you should contact either Utilita or Scottish Power (I suggest Utilita as they are the supplier you were with), explain the situation, and explain you wish the supply returned to them under what is known as the 'Erroneous Transfer Customer Charter', which you seem to have already done
Things do take time, but you will eventually end up in the situation you would have been in had the erroneous transfer not have occurred.
i.e you will still pay Utilita for all the energy you consume; you will not be required to pay SP anything.

More about erroneous transfers, how long it should take at most to resolve, and what compensation you can expect if things take too long can be found here:
https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

wordsfan

Yes have a smart meter.

I was told the info re meter change and costs when I looked into switching to various companies. Not just by Utilita but by potential new companies too

Ridiculous that it all takes so long to fix - and I’m the one spending hours on the phone trying to fix it when I did nothing wrong!

I’m nearly in tears here it’s so worrying and frustrating

Gerry1

wordsfan wrote: »

But the switching calculators inc the one on this site apparently can’t cope with calculating a move from prepay to credit.

I know my usage in kw/hrs can anyone advise how I can perhaps work out who to possibly switch to?

To get a comparison, use Runpath and start by saying you currently pay by monthly direct debit.

It will then show the cheapest credit tariffs, but remember to select the whole market option otherwise it will default to only those that pay commission, which are usually the expensive ones.

tk47

Gerry1 wrote: »

To get a comparison, use Runpath and start by saying you currently pay by monthly direct debit.

It will then show the cheapest credit tariffs, but remember to select the whole market option otherwise it will default to only those that pay commission, which are usually the expensive ones.

Does that site pay potential cashback?
If so, how much?

If not, here are the MSE suggestions
https://www.moneysavingexpert.com/utilities/you-switch-gas-electricity/

:money:

Gerry1

tk47 wrote: »

Does that site pay potential cashback?

No, but cheap suppliers seldom do. That's how they can afford to be cheap !

tk47 wrote: »

If not, here are the MSE suggestions
https://www.moneysavingexpert.com/utilities/you-switch-gas-electricity/

Sadly, MSE has lost its sparkle because its CEC omits cheap suppliers such as Neon Reef.

Having found the cheapest supplier, the OP can always try cashback sites but it's unlikely that cashback will be available.

tk47

Gerry1 wrote: »

No, but cheap suppliers seldom do. That's how they can afford to be cheap !Sadly, MSE has lost its sparkle because its CEC omits cheap suppliers such as Neon Reef.

Having found the cheapest supplier, the OP can always try cashback sites but it's unlikely that cashback will be available.

Energyhelpline and uSwitch, both of which are included in the link above, include Neon Reef.

As you say, they are not currently included on the MSE site, which is not an accredited Ofgem energy comparison site (although they take the data from MoneySupermarket, which is)

There can be all sorts of reasons why MoneySuperMarket don't list Neon Reef yet

1. They are so new to the market, that MSM simply haven#ft added them their details yet.
2. Because Neon Reef are so new to the market, they may have requested ceratin comparison sites NOT to list them at this time (to restrict the number of applications a new suppluer is often able to handle)
etc

There certainly seems something rather odd about Neon Reef. It appears to be a new licenced supplier, that only supplies electricity at present, but is based at the same address as Utilty Point, and indeed appears to be run by 2 current directors of Utility Point.

As you rightly say, it does not appear that cashback is available through any 3rd party site for new applications to Neon Reef at present.

As I said, it only supplies electricity at present too, so the OP would need to compare gas separately; that may not be the best deal as sometimes a dual fuel supply is cheapest, so the OP should compare that too.

Rather than doubling the workload of what you have already made a somewhat complicated comparison to extract the very last penny, then better to go direct to a cashback site - rather than having to check them after you have used the non-cashback site your proposed, imho

wordsfan

Thanks for the switching tips I shall look into them.

I’m now having to wait min 20 days to be switched back to Utilita first to “undo” the erroneous transfer.

So I’ll check out the possible new companies and contact them and see what info I get back.

It really shouldn’t be this hard!

Gerry1

We're essentially on the same wavelength.

I only suggested checking for cashback PCWs because I'm usually criticised if I just mention CA and Which. I quote those because they cover the whole market and don't default the results to those that pay commission. CA/Energy Helpline are usually quick to add new tariffs, but Uswitch and many others are often slower.

I think CEC is choosing not to include Neon Reef: you can't even say that it's your current supplier ! I agree they may be dodgy. I'm about to find out, but I'm doing it with my eyes open.

wordsfan

Top results

Runpath - Edf simply online didn’t get a “whole market” option I don’t think where is that?

Mse - bulb which is not a company I feel comfortable using they feel too new and untested. 2nd result is edf again BUT this is prepay results and I really want away from prepay.

Mse credit results with a bit of fiddling - eon is “top pick” with some smaller companies up higher with bigger savings but edf gives same “saving” result and cash back

Uswitch - Eon

Money supermarket - gne (never heard of them) eon is 2nd

Simply switch - edf

Compare the market - eon

Which - 1st one I know - eon, edf 2nd

Confused.com - eon & edf

It’s a minefield!

So confusing!

There’s cash back to consider, I don’t think I want a variable tariff as I don’t want shocking increase I can’t get out of, I’m on a budget.

The comparison results all differ slightly and even when it’s the same company being suggested the savings and which deal you have with them differ.

I’m a complete ignoramus on this stuff help me!

I just want to have a consistent, reliable supply, decent customer service when needed, not outrageously expensive bills and I need to be able to set it all up from home.

Is the smart meter I have now going to be any good? Would be good if that was usable I think.

Or will I have to take/allow to be taken regular meter readings? Not something I cope well with.

Currently pay £25 pw gas and £5 pw electricity (winter rates) so winter amounts comes out around £130 a month - sometimes more.

In the summer I get away with paying £10 pw gas electric stays the same. (Gas heating and hot water) around £65 a month sometimes more.

Hard to know how it averages out over the year. I have my kw/h info.

Last time I was a credit customer I was around £50 a month but that was a smaller property and at least 3 years ago now.

Results seem to be suggesting I’d be around £70 a month on a credit account - 2 bed spacious tenement flat does that sound about right?

Gerry1

As previously stated, many sites won't quote for credit tariffs if they look up your meter details. You must use a site such as Runpath which allows you to say that you already pay by DD.

Runpath defaults to commission paying sites. You MUST click on View tariffs, including ones that require switching directly with the supplier.