Switched utilities via uSwitch, Eon, previous supplier are saying they are still supplying me gas.

grandee2

My granddaughter has moved into a flat for the first time.She switched gas &electicity from Eon to Tonik now Eon are saying they are still supplying her with gas. She's only just caught up with Scottish power have taken over Tonik's customers and isn't sure how to prove she's been paying tonik for gas?

MWT

The first question is did she register with E.ON when she moved in?

If she simply assumed that she could switch without registering then that will be the source of the problem.

... or it could simply be a failed switch, either way if her supplier is indeed still E.ON then she will get all her gas payments to Tonik/BG refunded and will be billed by E.ON.

Best thing to do is check her supplier using the links here:

https://www.findmysupplier.energy/webapp/index.html

welshmoneylover

She would need to ask Tonik for a refund of the gas, then she can pay Eon and initiate another switch 

grandee2

Thank you
I have passed both advice on. She doesn’t think she registered with Eon she went to USwitch and did a switch through them. Worryingly she couldn’t find a supplier on the website. 

Tonik customers have been transferred to Scottish Power so she's uncertain how to get a refund from them.

Hasbeen

grandee2 said:

Thank you
I have passed both advice on. She doesn’t think she registered with Eon she went to USwitch and did a switch through them. Worryingly she couldn’t find a supplier on the website. 

Tonik customers have been transferred to Scottish Power so she's uncertain how to get a refund from them.

Advise her as well for next time she moves into a property.

She will immediately be on a deemed tariff with the company supplying the property, the minute she turns on a light or use any power etc

She should take meter readings both gas and electric with pics/dated if possible.
She should register with the existing company provide the readings. And become their customer. 

Once that is done she can switch away, preferably using a switch site that will show all providers such as switch with which or the citizens advice site. CAB.

Pay outstanding usage to existing provider.

Is she on a fixed deal with SP once all is changed?  What figures did she give uswitch? medium use gas is 12000kWh. Electric is 2900kWh

Perhaps best to run a comparison again? Checking both dual fuel. And Gas and Electric separate to work out best deal.
Many here pay Gas to one provider and Electric to another as it is cheaper.

Hope she enjoys her new flat.  

grandee2

great a great advice for young people moving into their new home. She's 18 and moved in while we were shielding so we weren't around but I don't know if we'd have thought of all the steps. She was told, go with SP while she's being switched from Tonik and then check about switching. I'll pass it all on thank you

macman

If she never registered with EON before attempting to switch then most likely that the switch was blocked. So she may still be on supply with EON (on expensive SVT), in which case she must pursue a refund from Tonik via SP. Her bank statement will show her DD payments to Tonik.
The weird thing here is that they appear to have released the leccy account, but blocked the gas?
Has she really no record/recall of whether she registered with EON?

E.ON_Company_Representative

Hi grandee2, hope you and your granddaughter are both well.

 

As others have commented when moving into a property you ‘inherit’ the current supplier. You are of course free to then compare tariffs and switch supplier if you wish. In general it takes around 17 days to switch supplier so you would usually have a short interim bill for energy used whilst this was going through.

 

We would require the move-in readings and move-in date to ensure the account is set up our end. You then provide the new supplier with opening readings which are sent over to us to use as final readings.

 

There’s a few possibilities as to what could have happened here;

-          A switch has taken place for both gas and electricity, but the gas meter is linked to another address and not your granddaughters. This usually only happens in blocks of flats where all the meters are in the same cupboard. To check this we would need the gas meter serial number to be confirmed from the meter itself.

 

-          The switch for electricity went through but the gas didn’t. If it was stopped just before the switch was due to complete they may not have noticed yet (or contacted you yet). If your granddaughter has started paying with a Direct Debit then the payment amount may not be automatically updated to reflect they only supply one fuel.

 

-          The switch DID go through and your granddaughter is simply being asked to pay for the final bill for the 17 or so day’s usage with us. It may be that we received the final gas reading before the electric one and a final electric bill is to follow. Although usually we’d wait for both readings before producing the final bill.

 

Without seeing the account it’s a bit difficult to ascertain exactly what the problem is but if and when you contact us we should be able to help. We absolutely only want to charge you for energy that you’re liable for and it’s also in our best interests to ensure accounts such as this are in order.

 

I would recommend checking the gas meter serial number and digging up the move-in readings and then getting in touch to discuss further.

 

Thanks, Matt

grandee2

thank you thank you Macman and, I suspect she didn't because she was confused when I asked. I can't understand why electricity switched and gas didn't either but Eon have commented and although she's contacted them twice it hasn't been sorted as yet but I'll give her their response and she'll have another go.