Erraneous Transfer Compensation Catch

Pearl6821

Hi all. I have recently moved out on my own and 1 month in I’m hit by an erraneous transfer for energy bill, quite a frustrating experience. Told my previous supplier (the original, intended one) almost immediately and it is now sorted in terms of billing and switching back the transfer. Now however, it seems under Ofgem ET is entitled to £30 compensation by the new supplier (the one I never authorised them to switch to) to the customer. My previous supplier advised me to contact them as well for that purpose to provide my bank details. 

The new supplier refused to admit it is an erraneous transfer; it’s been a cycle of “do you have an account number”, “I can’t find your case with the MPAN number”, “I can’t locate your address” or “Your address is a large business account”. After repeatedly clarify with MPAN number and the obviously residential address, they go right back to you don’t seem to have an account number with us, please contact your current supplier. Another email they would put it “We don’t have an account under your name”.

My patience is running low, I’m in a newbuild flat and quite a number of neighbours in the building was switched to the new supplier without authorisation as well. I am the first one staying in the flat so there shouldn’t be transferring issue. Is there a straightforward way to make an official complain about the issue? How would you advise to get around with it?

I felt that I should address the issue with them right from the start in case they would transfer me in again without my authorisation. Seems it’s common for flats I heard? Is it true?

Reed_Richards

When you move into a new property you will inherit the supplier used by the builder.  You can then apply to switch to the supplier of your choice but as this will take a week or two there will be a bill to pay to the inherited incumbent supplier.  So when this was followed by an erroneous transfer you should have been through three suppliers (unless you chose to stick with the incumbent one). 

[Deleted User]

You need to talk to your Developer. They will be able to tell which supplier they signed up to as part of the build. You then need to talk to that supplier’s new connections team to confirm that your property has been allocated to the designated supplier. For example, Scottish Power Energy Networks ( a DNO) installed my electricity connection and meter. The designated supplier was Scottish Power. I could well have had a different supplier but SPEN would have still made the connection.

As posted above, if there has been any erroneous transfer then I am afraid the responsibility partly sits with you. Even if you had spoken to the Deemed Supplier and then switched, there would have been a charge for energy used up to the date of the actual change of supplier.

Pearl6821

Reed_Richards said:

When you move into a new property you will inherit the supplier used by the builder.  You can then apply to switch to the supplier of your choice but as this will take a week or two there will be a bill to pay to the inherited incumbent supplier.  So when this was followed by an erroneous transfer you should have been through three suppliers (unless you chose to stick with the incumbent one). 

Yes that is true. There was no overlap among the three so I didn’t thought I should mention. I moved in contacted the first supplier, transferred to 2nd straightaway and took 2 weeks, everything is well until one month in when there’s a final bill and ‘sorry to see you leave’ email. It took almost a month to switch back from 3rd supplier to 2nd.

Pearl6821

[Deleted User] said:

You need to talk to your Developer. They will be able to tell which supplier they signed up to as part of the build. You then need to talk to that supplier’s new connections team to confirm that your property has been allocated to the designated supplier. For example, Scottish Power Energy Networks ( a DNO) installed my electricity connection and meter. The designated supplier was Scottish Power. I could well have had a different supplier but SPEN would have still made the connection.

As posted above, if there has been any erroneous transfer then I am afraid the responsibility partly sits with you. Even if you had spoken to the Deemed Supplier and then switched, there would have been a charge for energy used up to the date of the actual change of supplier.

I don’t get how exactly I am responsible for this ET? The first supplier is a different one from the third supplier. My bill with the first supplier is all sorted before switching the first time around.

I have never been in contact with the third supplier before all this happens and I am the sole occupant of the property from the start.

[Deleted User]

Pearl6821 said:

Dolor said:

You need to talk to your Developer. They will be able to tell which supplier they signed up to as part of the build. You then need to talk to that supplier’s new connections team to confirm that your property has been allocated to the designated supplier. For example, Scottish Power Energy Networks ( a DNO) installed my electricity connection and meter. The designated supplier was Scottish Power. I could well have had a different supplier but SPEN would have still made the connection.

As posted above, if there has been any erroneous transfer then I am afraid the responsibility partly sits with you. Even if you had spoken to the Deemed Supplier and then switched, there would have been a charge for energy used up to the date of the actual change of supplier.

I don’t get how exactly I am responsible for this ET? The first supplier is a different one from the third supplier. My bill with the first supplier is all sorted before switching the first time around.

I have never been in contact with the third supplier before all this happens and I am the sole occupant of the property from the start.

Fair enough. Have you checked that the MPAN and the meter serial number on your statements are correct?  It is often the case that registrations on new builds get mixed up: for example, plot numbers get shown on the National Database as address numbers.

This happened to me. My new build meter was linked to No 6 when we purchased Plot 6/No 14. We got bills for No5/Plot 14. Clearly, if anybody initiates a switch then someone else finds that their bill suggests a change of supplier.

You need to physically check which meter is yours and see if it matches the meter serial number on the statement. Remember, each plot/house/flat is allocated a MPAN. The installed meter serial is linked to the MPAN. If there is an issue, then the supplier needs to change the address linked to the MPAN: the correct meter serial number will remain linked.

greenguppie

Pearl6821 said:

Hi all. I have recently moved out on my own and 1 month in I’m hit by an erraneous transfer for energy bill, quite a frustrating experience. Told my previous supplier (the original, intended one) almost immediately and it is now sorted in terms of billing and switching back the transfer. Now however, it seems under Ofgem ET is entitled to £30 compensation by the new supplier (the one I never authorised them to switch to) to the customer. My previous supplier advised me to contact them as well for that purpose to provide my bank details. 

The new supplier refused to admit it is an erraneous transfer; it’s been a cycle of “do you have an account number”, “I can’t find your case with the MPAN number”, “I can’t locate your address” or “Your address is a large business account”. After repeatedly clarify with MPAN number and the obviously residential address, they go right back to you don’t seem to have an account number with us, please contact your current supplier. Another email they would put it “We don’t have an account under your name”.

My patience is running low, I’m in a newbuild flat and quite a number of neighbours in the building was switched to the new supplier without authorisation as well. I am the first one staying in the flat so there shouldn’t be transferring issue. Is there a straightforward way to make an official complain about the issue? How would you advise to get around with it?

I felt that I should address the issue with them right from the start in case they would transfer me in again without my authorisation. Seems it’s common for flats I heard? Is it true?

So, if I understand you correctly, within a month you moved out into your own home, registered with the existing supplier, switched to a new supplier, then experienced an ET from that supplier of choice, and have been reverted back to your supplier of choice?

Whatever the timeline, your supplier of choice cannot take back the supply unless the new/latest supplier agreed.

Your supplier of choice will be aware of who they originally switched you from, and also who they switched you back from as an alleged ET.

If your meter is grouped with a number of others belonging to other flats, it can be the case that sometimes other tenants will mistakenly switch your supply when attempting to switch their own; you cannot go by any labelling - you need to verify for yourself that what you think is your meter actually supplies your flat.

It may be more prevalent with new builds, especially if the grouped meters are mislabelled. Whilst not a sure-fire approach to avoid future issues, you could request your supplier of choice to mark your account to refuse any switch away unless and until you instruct them otherwise.
It's a shame your supplier of choice is not one of the majority that issues a 'sorry you are leaving' notification that means you could have prevented the switch away in the first place.

Yes there is a straightforward way to make an official complaint. All energy suppliers have their own published complaint procedure/process that explains how.

tux900

If you're now back with your preferred supplier I'd draw a line under it and move on as I don't believe it's worth the hassle and stress for £30. It'll be barely a rounding error for them and so won't in anyway be balancing out their misdeed even if you did succeed. 

Pearl6821

[Deleted User] said:

Pearl6821 said:

[Deleted User] said:

You need to talk to your Developer. They will be able to tell which supplier they signed up to as part of the build. You then need to talk to that supplier’s new connections team to confirm that your property has been allocated to the designated supplier. For example, Scottish Power Energy Networks ( a DNO) installed my electricity connection and meter. The designated supplier was Scottish Power. I could well have had a different supplier but SPEN would have still made the connection.

As posted above, if there has been any erroneous transfer then I am afraid the responsibility partly sits with you. Even if you had spoken to the Deemed Supplier and then switched, there would have been a charge for energy used up to the date of the actual change of supplier.

I don’t get how exactly I am responsible for this ET? The first supplier is a different one from the third supplier. My bill with the first supplier is all sorted before switching the first time around.

I have never been in contact with the third supplier before all this happens and I am the sole occupant of the property from the start.

Fair enough. Have you checked that the MPAN and the meter serial number on your statements are correct?  It is often the case that registrations on new builds get mixed up: for example, plot numbers get shown on the National Database as address numbers.

This happened to me. My new build meter was linked to No 6 when we purchased Plot 6/No 14. We got bills for No5/Plot 14. Clearly, if anybody initiates a switch then someone else finds that their bill suggests a change of supplier.

You need to physically check which meter is yours and see if it matches the meter serial number on the statement. Remember, each plot/house/flat is allocated a MPAN. The installed meter serial is linked to the MPAN. If there is an issue, then the supplier needs to change the address linked to the MPAN: the correct meter serial number will remain linked.

Thank you for the info regarding MPAN. I just checked online with the electricity distribution company for my address, the MPAN number shown aligns with the one I received from the second supplier. For meter serial number too I can confirm it’s the same. I’ve double checked with a snapshot proof of the meter and the corresponding flat number.

I don’t know much about MPAN, so please correct me if I’m wrong. Are there chances that some of the flats have the same MPAN?

Pearl6821

greenguppie said:

Pearl6821 said:

Hi all. I have recently moved out on my own and 1 month in I’m hit by an erraneous transfer for energy bill, quite a frustrating experience. Told my previous supplier (the original, intended one) almost immediately and it is now sorted in terms of billing and switching back the transfer. Now however, it seems under Ofgem ET is entitled to £30 compensation by the new supplier (the one I never authorised them to switch to) to the customer. My previous supplier advised me to contact them as well for that purpose to provide my bank details. 

The new supplier refused to admit it is an erraneous transfer; it’s been a cycle of “do you have an account number”, “I can’t find your case with the MPAN number”, “I can’t locate your address” or “Your address is a large business account”. After repeatedly clarify with MPAN number and the obviously residential address, they go right back to you don’t seem to have an account number with us, please contact your current supplier. Another email they would put it “We don’t have an account under your name”.

My patience is running low, I’m in a newbuild flat and quite a number of neighbours in the building was switched to the new supplier without authorisation as well. I am the first one staying in the flat so there shouldn’t be transferring issue. Is there a straightforward way to make an official complain about the issue? How would you advise to get around with it?

I felt that I should address the issue with them right from the start in case they would transfer me in again without my authorisation. Seems it’s common for flats I heard? Is it true?

So, if I understand you correctly, within a month you moved out into your own home, registered with the existing supplier, switched to a new supplier, then experienced an ET from that supplier of choice, and have been reverted back to your supplier of choice?

Whatever the timeline, your supplier of choice cannot take back the supply unless the new/latest supplier agreed.

Your supplier of choice will be aware of who they originally switched you from, and also who they switched you back from as an alleged ET.

If your meter is grouped with a number of others belonging to other flats, it can be the case that sometimes other tenants will mistakenly switch your supply when attempting to switch their own; you cannot go by any labelling - you need to verify for yourself that what you think is your meter actually supplies your flat.

It may be more prevalent with new builds, especially if the grouped meters are mislabelled. Whilst not a sure-fire approach to avoid future issues, you could request your supplier of choice to mark your account to refuse any switch away unless and until you instruct them otherwise.
It's a shame your supplier of choice is not one of the majority that issues a 'sorry you are leaving' notification that means you could have prevented the switch away in the first place.

Yes there is a straightforward way to make an official complaint. All energy suppliers have their own published complaint procedure/process that explains how.

I believe they had an agreement from what I was told by the supplier of choice, that’s why I was able to revert it successfully. The supplier of choice acknowledges it is an ET but for some reason the newest/latest supplier refused to admit when contacted.

How should I check if the meter actually supplies my flat? I found only the MPAN number from the electrical distribution company and there’s that. By label the meter serial number seems correct.

My supplier of a choice actually sent the email, but for some reason it was too late even though I contacted them straightaway. They require 20 working days or so to verify if it’s true, that’s what I’m told. Then another 20 working days to revert the supply back.

I have tried calling, live chat and emailing numerous times now and it was just a cycle of the reply I mentioned above.  I don’t think I will pursue it further now.

Pearl6821

tux900 said:

If you're now back with your preferred supplier I'd draw a line under it and move on as I don't believe it's worth the hassle and stress for £30. It'll be barely a rounding error for them and so won't in anyway be balancing out their misdeed even if you did succeed. 

That’s true, I wanted to give one last push to see how things end. Thought it would be an easy process seeing the Guaranteed Standards by Ofgem regarding erroneous transfer. Are they quite rarely enforced in real life? In that case what are their roles exactly?