Yorkshire energy ?

phillw

Phones4Chris said:

make a formal complaint, as you say, they've had 8 weeks.

I made a formal complaint after they couldn't tell me why my gas account was still showing live and no indication I was leaving (electricity said they were sorry to see me go). They came out with this gem:

We would like to assure you Scottish Power has acted in accordance with the guideline of being the supplier of the last resort since 06.12.2020 and as such the accounts of all the customers would take upto 3 months to be set up completely before allowing any tariff or supply change.

They have refused to provide me with any evidence. My switch actually went through on the national database within the next couple of days & then disappeared for good from my account. So I'm not sure how to push them on a complaint related to that. I'm thinking about letting sleeping dogs lie for the moment and see what comes out from my final bill.

phillw

YorkieMan2 said:

Has anyone had any dealings with an SP employee who has an English name?  Is part of the problem that their customer 'service' is outsourced to India/Bangldesh?

All of the SP employees I've spoken to have very obviously been English.
There is no way they have faked those accents.

phillw

scrimpandsave said:
I get you, just hate paying lump sums, would rather pay gradually.

It's largely irrelevant now that interest rates are so low, but I'd always rather it was sitting in my bank account than theirs.
I'll take account of it in my balance sheet as soon as they bill me though.

phillw

Deleted_User said:
Once SP have set the DD up, there should be a record of it in your account details at your bank.

Depends on the bank, the account I used unhelpfully hides direct debits until they've had a payment taken (I've complained about this to them before but didn't get any compensation).
Not that I care, SP haven't billed me. If they can't be bothered to setup a DD either then it's not my problem.

phillw

masonic said:
1) Is there an exemption for transfers to SoLR (does it even count as a switch)

I don't think final bills when the company has gone into adminstration are covered by the six weeks & it wouldn't make sense for them to be.

It's main objective is to stop energy companies holding onto your bill credit when you leave, but the administrators don't get to keep the bill credit. The administrators will have their own agreed targets, it's in their interest to issue the bills as quickly as possible to get money in (although if it turned out they were prioritizing customers who owed money and then didn't bother at all with customers who were in credit then I would complain).

The six weeks is considered reasonable for generating final bills for a small percentage of the customer who have decided to leave. In the SoLR case they are having to generate bills for all the customers and it would be unreasonable to expect that it would be done within 6 weeks.

Phones4Chris

phillw said:

Phones4Chris said:

make a formal complaint, as you say, they've had 8 weeks.

I made a formal complaint after they couldn't tell me why my gas account was still showing live and no indication I was leaving (electricity said they were sorry to see me go). They came out with this gem:

We would like to assure you Scottish Power has acted in accordance with the guideline of being the supplier of the last resort since 06.12.2020 and as such the accounts of all the customers would take upto 3 months to be set up completely before allowing any tariff or supply change.

They have refused to provide me with any evidence. My switch actually went through on the national database within the next couple of days & then disappeared for good from my account. So I'm not sure how to push them on a complaint related to that. I'm thinking about letting sleeping dogs lie for the moment and see what comes out from my final bill.

If things still aren't satisfactory, try making another formal complaint, and quote this at them -
https://www.ofgem.gov.uk/system/files/docs/2017/09/solr_revised_guidance_final_21-10-2016.pdf
see page 18
Customers Change of supplier process
 3.14. Ofgem policy: A SoLR must be able to operate the relevant change of supplier processes and bring the customers onto the SoLR’s own systems promptly in order to minimise disruption to customers and other industry participants.
3.15. Reason: To minimise disruption to customers of the failed supplier (e.g. enable them to be billed) and other industry participants.

masonic

Some of the ex-Tonik customers found emailing tbe SP CEO's office quite helpful to their cause.

"up to 3 months" before allowing a tariff or supply change is ridiculous, even the worst SoLRs of the past have not made that much of a mess of things.

phillw

masonic said:

Some of the ex-Tonik customers found emailing tbe SP CEO's office quite helpful to their cause.

"up to 3 months" before allowing a tariff or supply change is ridiculous, even the worst SoLRs of the past have not made that much of a mess of things.

The situation has kinda resolved since they sent the original email, but it seems like a boiler plate response that you can't complain about anything for three months.

I'm not sure that being outraged by their gall is enough of a reason for a complaint though.

[Deleted User]

phillw said:

Phones4Chris said:

make a formal complaint, as you say, they've had 8 weeks.

I made a formal complaint after they couldn't tell me why my gas account was still showing live and no indication I was leaving (electricity said they were sorry to see me go). They came out with this gem:

We would like to assure you Scottish Power has acted in accordance with the guideline of being the supplier of the last resort since 06.12.2020 and as such the accounts of all the customers would take upto 3 months to be set up completely before allowing any tariff or supply change.

They have refused to provide me with any evidence. My switch actually went through on the national database within the next couple of days & then disappeared for good from my account. So I'm not sure how to push them on a complaint related to that. I'm thinking about letting sleeping dogs lie for the moment and see what comes out from my final bill.

If scottish Power were indeed correct in this assertion then I am surprised that Ofgem have never made such a statement themselves in any of the SOLR switches of the last year.  But as you rightly state the evidence for this assertion is non-existent.  The only thing that I can think of is that these could be buried in the body of the Scottish Power submission (to Ofgem) re  the SOLR contracts for YE customers.  I think this SP submission was posted some pages back (but my memory could be playing up again).  Yet another reason to think badly of Scottish Power methinks.

pallyman

Finally decided on a move tonight ,gone Neon reef leccy lot cheaper and BG Evolve for gas,little more for UR,cheaper SC but fixed and no exit fee,fingers crossed NR are ok.