Switch gone badly wrong - British Gas Evolve

James_N

niktheguru said:

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

PFP are supplying electricity - confirmed. Called yesterday.

niktheguru

James_N said:

niktheguru said:

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

PFP are supplying electricity - confirmed. Called yesterday.

So this is exactly as I thought.

You attempted a switch, for duel fuel, British gas blocked the gas switch, neither supplier contacted you to tell you this (both at fault, but more pfps fault) pfp then just continued by switching your electricity. You then got moved to evolve for your gas as was planned by British gas.

Was your gas account actually in debit before your "final bill" what was the balance for each utility? Were you providing regular meter readings.

You just now need to transfer your gas to pfp, await your two complaints and see if you can get compensated for your inconvenience.

James_N

niktheguru said:

James_N said:

niktheguru said:

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

PFP are supplying electricity - confirmed. Called yesterday.

So this is exactly as I thought.

You attempted a switch, for duel fuel, British gas blocked the gas switch, neither supplier contacted you to tell you this (both at fault, but more pfps fault) pfp then just continued by switching your electricity. You then got moved to evolve for your gas as was planned by British gas.

Was your gas account actually in debit before your "final bill" what was the balance for each utility? Were you providing regular meter readings.

You just now need to transfer your gas to pfp, await your two complaints and see if you can get compensated for your inconvenience.

Fairly regular readings but some shortfall at end, rectified with final payment to BG. 
The shortfall was actually on the electricity. The gas was more or less spot on.

I had a manager phone yesterday - but as a mark of the confusion he was from BG. Nice chap and wanted to help, but he could not see the Evolve side only the fully closed BG account because Evolve are not the same as BG / but they are the same company (perm whichever version suits your need for wriggle room and deflection of a complaint - it wasn't us wot did it sir).

James_N

Update. PFP now say "your registration was cancelled". More confusion.

James_N

Just Checked> 
PFP have cancelled their DD for next payment.
PFP emails seem to claim they now think they are not supplying at all.
PFP online account show elect but no readings or bills.
Evolve online account shows both utilities but no bills, with correct opening readings.
Talking to Evolve - they think they are relinquishing the supply to PFP.
Evolve DD cancelled and refunded.
Gas register = Evolve
Electricity register = PFP

So at the moment it seems to be we are "in limbo" for billing, with no supplier thinking we should pay at all, formally. The industry registers should show the correct situation, of course. 
I expect it will sort itself out .. wishful thinking ... or is there a "sort it out policeman" who will come along soon? 

A word of advice: never EVER be tempted to switch utility provider, however tempting the savings. Forget anything Martin Lewis ever said. The hassle and the fuss is not worth it. It's worth paying over the odds for peace and certainty even if you are paying through the nose. Remember: NEVER SWITCH. It's just not worth it.

niktheguru

Sounds like pfp have really fudged this one up.
To be honest, if you wanted to stay with pfp you should ha e been insisting they did all the leg work in getting the supply to them. By speaking to both companies and getting evolve to cancel etc etc you're muddying the waters.

Switching is usually easy and seamless, you've just been unlucky.i would suggest leaving both these companies and switching elsewhere.....Ince the mess is sorted.

You can go to the ombudsman, but only if you've already put in formal complaints and have either received deadlock letters or have waited 8 weeks without resolution.

brewerdave

James_N said:

A word of advice: never EVER be tempted to switch utility provider, however tempting the savings. Forget anything Martin Lewis ever said. The hassle and the fuss is not worth it. It's worth paying over the odds for peace and certainty even if you are paying through the nose. Remember: NEVER SWITCH. It's just not worth it.

You have had a very unfortunate experience - BUT I have switched on innumerable occasions over the past 15 years , not always smoothly ,but the savings vs standard variable rates must add up to at least £5k

molerat

brewerdave said:

James_N said:

A word of advice: never EVER be tempted to switch utility provider, however tempting the savings. Forget anything Martin Lewis ever said. The hassle and the fuss is not worth it. It's worth paying over the odds for peace and certainty even if you are paying through the nose. Remember: NEVER SWITCH. It's just not worth it.

You have had a very unfortunate experience - BUT I have switched on innumerable occasions over the past 15 years , not always smoothly ,but the savings vs standard variable rates must add up to at least £5k

Same here.  Self confessed tart and never had a problem (except with suppliers going belly up)

My suspicion is that there was a switch from BG to Evolve in progress on the register when you tried to switch to PFP which is where it all went wrong.

James_N

Update. A bill today from British Gas Evolve as if they are the full duel fuel supplier.
A call to Western Power reconfirms this is not correct for electricity.
Formal written complaint in with British Gas Evolve acknowledged with a FIVE DAY turnaround!
Meanwhile a separate  "reminder" from British Gas that I have cancelled the Direct Debit.
A "chat" today with British Gas Evolve still left the so called "expert" insisting they were my supplier.

James_N

Dealing with British Gas is like being in an alternative universe. 
I have spent 3 occasions in ~chat~ with them, each time the ~expert~ tried to tell me they were the supplier.
I entered a formal emailed complaint via the website.
Today I had an email back asking me to use the ~chat facility~ to register the complaint!
BG actually phoned me after I complained via Resolver - but not being the supplier and my account with them fully closed - cannot help.
British Gas Evolve are not on the Resolver site.
I had a phone number for BG Evolve from Western Power (who genuinely are very helpful - but who are only the database holder) - "this number does not take calls in office hours". Unbelievable.
Even the lady from Western Power is stumped.