Switch gone badly wrong - British Gas Evolve

QrizB

niktheguru said:

it sounds like you initiated a switch to pfp, but half was rejected, in this case the gas. However pfp who would have been informed of the blocked switch to gas, failed to inform you of this but instead just transferred your electricity over and continued to bill you. Because your gas switch failed you were moved to British Gas evolve for your gas and started to get charged.

Although from the OP's description, both PFP and Evolve are charging him for both electricity AND gas? So PFP think the gas switch went through too, while Evolve think the electricity switch failed (notwithstanding that their CS rep says it completed)?

James_N

Update. Evolve are now bothering me - by text - to rectify the cancelled DD. 
Should I?
My instinct is not to let them have any money. For one thing I cannot afford it, for another we are hardly using any gas ATM so the DD amount (they think to cover both) is outrageously high). When it comes to rectification and Evolve are kicked out, there may be £20.
A point. Presumably I am being charged TWO daily standing charges?

wakeupalarm

No, don't pay both companies even if you could afford it.  Add an addition to your complaint that you can not afford to pay both companies as both are billing you for the same account.  As Evolve can't be bothered to sort out the mess they created, why should they get paid.

When the ombudsman deals with your complaint, which could be 8 months times, make the point that you only expect to be charged at the PFP rates for your both your gas and electricity from when your switch should have taken place.

niktheguru

James_N said:

Update. Evolve are now bothering me - by text - to rectify the cancelled DD. 
Should I?
My instinct is not to let them have any money. For one thing I cannot afford it, for another we are hardly using any gas ATM so the DD amount (they think to cover both) is outrageously high). When it comes to rectification and Evolve are kicked out, there may be £20.
A point. Presumably I am being charged TWO daily standing charges?

You will be paying 2 standing charges yes. You will eventually get it refunded when sorted out.

What you still haven't established is who is providing your electricity. Have you contacted the DNO yet? CALL THEM. If the online checker is not working you need to call them. 
You have already established that PFP have no clue if they are supplying you or not, as they said they were, but you then found out british gas evolve were ACTUALLY supplying your gas. When british gas blocked your gas supply, it was up to PFP to tell you there was a problem with the switch. they obviously haven't and are charging you for something they are not providing you. 

Have your received first bills from both suppliers? what do they say? (not online accounts, but actual BILLS)

British gas are usually very quick at producing final bills (like within a week of termination), so make sure you have that bill and ensure that has been paid. Note down those closing meter reads for both utilities. Then after this you can work out what you will have to pay ONE SUPPLIER, likely PFP for services after the switch date. Download the pdf bills, do not just rely on the website.

You've got the two written complaints in, now you just have to wait. I would keep minimal direct debits to both companies, just so you dont get blacklisted. But insist on the complaints that you want compensation for all this inconvenience and difficulties with cashflow of being charged twice.


Just out of interest, when did you initiate the switch? Was it towards the last days of your BG fixed term ending, did you leave it to the last minute, in order to benefit from the lower costs? Or did you leave many weeks before it was due move to evolve. Did they give you a date that you would be moved to evolve?

James_N

Talking to Evolve now to ensure they do not set debt collectors on me for the failed DD

James_N

James_N said:

Talking to Evolve now to ensure they do not set debt collectors on me for the failed DD

who say: "Ok I can confirm that no other payments will be taken and your account is closed and we are just waiting on Final readings from your new supplier then we will bill the account based on this and if there is any credit that you have overpaid then this will be refund"

Which actually complicates things.

James_N

niktheguru said:

Just out of interest, when did you initiate the switch? Was it towards the last days of your BG fixed term ending, did you leave it to the last minute, in order to benefit from the lower costs? Or did you leave many weeks before it was due move to evolve. Did they give you a date that you would be moved to evolve?

I was not with a BG fixed deal. Initiated the switch a couple of months ago.

niktheguru

So what is each company charging you for? Given it’s been 2 months you should have at least one bill from each.

James_N

niktheguru said:

So what is each company charging you for? Given it’s been 2 months you should have at least one bill from each.

No bills from either - it's not been 2 months more like a month.
Re your previous I have a downloaded final bill from BG.

niktheguru

What did the dno say regarding who is supplying your electricity currently. (You’ve called them?)