Neon Reef -Energy switch went very wrong- advise needed

Domas

Hello!

Start of March I have moved into new property. Straight away I have initiated switch to Neon Reef. 
Neon took over on 31st of March. The previous supplier was SSE, whith whom I did not have an account. 
More than two months later my account is not set up because Neon did not receive meter information from previous supplier SSE, who in turn did not receive it from whoever was the previous supplier before them.

I have raised a complaint at start of May, however I can't escalate this to ombudsman due to not being 8 weeks yet. The complaint team could not assist me as they, every time I follow up they say they have chased the previous supplier.

As it stands my supplier is currently Neon, my account is not fully set up, I cannot provide meter readings or get accurate bills.

Any suggestions on how to proceed?

Robin9

Domas said:

Hello!

..............The previous supplier was SSE, whith whom I did not have an account. .............

Any suggestions on how to proceed?

But you should have done - when you move into a property you should contact them and give them meter readings. Then you are free to switch.  If you don't things can go wrong - you can end up paying for the energy used by the previous occupier.   Who do you think pays for the energy between the time you were with SSE and NR ?

Domas

Robin9 said:

Domas said:

Hello!

..............The previous supplier was SSE, whith whom I did not have an account. .............

Any suggestions on how to proceed?

But you should have done - when you move into a property you should contact them and give them meter readings. Then you are free to switch.  If you don't things can go wrong - you can end up paying for the energy used by the previous occupier.   Who do you think pays for the energy between the time you were with SSE and NR ?

I know, it was a mistake on my part. I have tried signing up with SSE on day 1, but it would not let me on the site, it said I would be contacted within a day, but havent heard back and initiated switch.
I have also confirmed with SSE that there is no outstanding amount on the property.
For Neon reef they did not add any of my readings on the system.

Thus water under the bridge, any ideas how to fix this now?

Gerry1

Start by finding out who is really your electricity supplier at the moment, don't make any assumptions.

Find My Electricity Supplier

Domas

Gerry1 said:

Start by finding out who is really your electricity supplier at the moment, don't make any assumptions.

Find My Electricity Supplier

Thanks, I have checked and it is Neon Reef

Bacman

Good, that means the switch happened, so the meter readings must have been transferred ok and the account closed with the old company. What you need to do is check with NR or preferably on their first bill to you what the meter readings were so you can confirm they are correct; if so, job done.

Domas

Bacman said:

Good, that means the switch happened, so the meter readings must have been transferred ok and the account closed with the old company. What you need to do is check with NR or preferably on their first bill to you what the meter readings were so you can confirm they are correct; if so, job done.

Yes the switch has happened, but they seem to not have some kind of meter information. This is the email I have received after making a complaint:

Thank you for your email. I have contacted the meter operator again today regarding your meter details and the reason for the delay is because they are still waiting for the previous meter operator from your old supplier to send over the details so they can import them into the system. As we are waiting for third parties, all we can do is escalate and await a response from the meter operator with an update.

 

I understand that this is frustrating for you, and I sincerely apologise. Once I have had a response form the meter operator, I will notify you by email.

jbuchanangb

Absolutely vital that you keep good records of your meter readings, from the day you moved in and at least every month after that and supply these readings to Neon Reef. If their web site won't accept them due to the meter information problem, send them by email. I expect you are already paying NR by direct debit, so there's no need to worry about getting into arrears. When NR eventually produce a bill, you will be able to check that they have used the readings you supplied and that the bill accurate.

maisie_cat

If you have electricity, know the meter readings when you moved in, at the point of transfer and you are making payments that reflect your usage you will be fine. I've had delays in the past, they tend to get there eventually but the wheels turn slowly.

Shedman

We had a similar issue when switching stepdaughter to NR from SSE (although it was somewhat further complicated due to a meter change a few days before the switch).  Despite NR chasing for the meter readings and correct meter serial number it took a couple months or so to get it sorted due to SSE.  However, the info did eventually come through and all was correct.  It was frustrating as they couldn't produce bills but there was ultimately no financial issue as when bills were produced they tallied with my calcs.  

The key is to politely keep chasing NR (best way we find was via chat) so that they keep you at the top of the 'to-do' list, but SSE do seem to be poor/slow in passing across necessary info.

macman

Domas said:

Robin9 said:

Domas said:

Hello!

..............The previous supplier was SSE, whith whom I did not have an account. .............

Any suggestions on how to proceed?

But you should have done - when you move into a property you should contact them and give them meter readings. Then you are free to switch.  If you don't things can go wrong - you can end up paying for the energy used by the previous occupier.   Who do you think pays for the energy between the time you were with SSE and NR ?

I know, it was a mistake on my part. I have tried signing up with SSE on day 1, but it would not let me on the site, it said I would be contacted within a day, but havent heard back and initiated switch.
I have also confirmed with SSE that there is no outstanding amount on the property.
For Neon reef they did not add any of my readings on the system.

Thus water under the bridge, any ideas how to fix this now?

Which makes no sense. You occupied the property for the whole of March until you switched to NR. Therefore there is a full month of usage for which you owe SSE-but you say they have confirmed that there is nothing owing. They should have received an opening read from NR and then billed you within 6 weeks, by mid-May. 
The one month period doesn't just get forgotten about.