Switched supplier based on a lie - what now?

Lenzar

Back in May, despite a sticker on my door asking for no cold callers, somebody knocked on my door. This man was from something called 'Money Expert' and would not go away. I have Asperger Syndrome and live alone. I could not muster the confidence to outright tell him to go away and he kept ignoring my hints.

After some time, I relented and gave him my mobile number. I was then telephoned by another Money Expert employee and he talked me through a few things. Apparently, I was not on the cheapest energy deal.

Previously I was with Boost (I think that's a Denuvo company?). I had prepayment meters and was on a PAYG tariff. I liked this as it was easy and I didn't have the stress of a monthly bill. Boost had upset me by downgrading their payment system (what company moves away from an app-based system in 2021?) but overall I was fine with staying with them.

The ME advisor told me I'd be spending less on British Gas. I asked him right away if I could have the same system and I was advised that all that would change is I'd use the British Gas website or app to top-up instead of the Boost one.

I consented to the switch. The emails that came from British Gas indicated clearly I'd be on a PAYG tariff.

However, as the months went by it soon became clear that this is not the case. I have been shoved onto a standard tariff and I am being clearly ripped off. When I did try to switch back to a PAYG tariff the British Gas website told me some rubbish about compatibility. This is NOT what I agreed to.

Speaking to British Gas has been mostly useless. Even the website's live chat is staffed by people who don't speak proper English, and I am constantly fobbed off and moved between advisors. It's not been much better on the phone - I find the accents of the advisors hard to understand and I'm not entirely sure if I'm communicating my problem effectively.

Money Expert don't even answer their customer services line. They have lied to me and left me out of pocket and I can't even speak to anyone. Their online customer services consist of an email address, but when I did email them I was asked to provide a description of the man who knocked on my door. They now claim to be investigating but I've heard nothing since.

I want this sorting and I want it sorting before I end up with a huge bill on a tariff I didn't consent to. 

What can I do?

Robin9

Could the forum team move this to Energy please

Robin9

@Lenzar  Whoever knocked on your door is was not "Money Expert2 or MSE .

Write to BG - don't phone, email or try to us the website- letter headed COMPLAINT (get proof of posting)

Lenzar

Robin9 said:

@Lenzar  Whoever knocked on your door is was not "Money Expert2 or MSE .

Write to BG - don't phone, email or try to us the website- letter headed COMPLAINT (get proof of posting)

I'm aware that MSE and MoneyExpert aren't the same thing. The more I look into MoneyExpert, the more I think they're actually dodgy.

[Deleted User]

OP - if you are on a standard variable tariff you can switch to another supplier without any exit fees. The onus is now on you to show that you were misled into signing up to the tariff that you are now on. Presumably, BG sent you a Welcome Pack (either by post or email) which outlined the contract terms including tariff prices and your 14 day right to cancel. 

I fear that this is not going to ‘get sorted’ without specialist help/advice. I would urge you to speak to a Citizens Advice energy adviser.