PFP say they have switched me but they haven't so I'm double charged!

rwelch

Switched to PFP at end of June. Notified by email I was 'on supply' on 8th July. Readings submitted and direct debit money taken from my account. All looks good? Today bill from EDF. EDF customer service saying there is no sign of a switch and national database still shows they are supplier! PFP customer helpline effectively useless .... they've sent an email to the relevant department and will take a week at least to get a response. Not impressed and out of pocket as now on much higher EDF variable through PFPs incompetence!

niktheguru

You're not the first to report this. Ensure you've got a formal complaint with PFP, and insist that you are compensated at the very least in paying the difference in tariff between the date they said you started with them, and the date you actually do start with them! Let us know how you get on.

goatfaced

I've got the opposite. Pfp took over my supply 7 weeks ago but don't seem interested in taking any money, billing me or sending my reading to my previous supplier. Nobody is charging me. I tried contact and they abruptly replied that they have 6 weeks to send my opening reading to previous supplier. Contacted them again, waiting for a response. 

James_N

I switched to PFP from British Gas (see saga ongoing) and mine went wrong. PFP are not ultimately to blame with mine - British Gas were - but PFP admitted that the help desk staff gave me wrong info on several occasions.
Email PFP a FORMAL complaint and (in my case at least) a named person eventually took responsibility and control.
The national database SHOULD have not only a record of who is actually supplying you, but if you phone them and convince them your enquiry is legitimate, will be able to track applications / rejections and objections. In my case this was key to unpicking the confusion. If your Supplier is Western Power, then they can be VERY helpful.

[Deleted User]

rwelch said:

Switched to PFP at end of June. Notified by email I was 'on supply' on 8th July. Readings submitted and direct debit money taken from my account. All looks good? Today bill from EDF. EDF customer service saying there is no sign of a switch and national database still shows they are supplier! PFP customer helpline effectively useless .... they've sent an email to the relevant department and will take a week at least to get a response. Not impressed and out of pocket as now on much higher EDF variable through PFPs incompetence!

You are not out of pocket. The money that you are paying to the two suppliers goes into ‘piggy banks’ from which charges for actual energy used are deducted. If PFP is not on supply then you will not be charged for any energy used or standing charges and your credit balance will increase. I accept that it is very annoying when switches occasionally go wrong.