Energy supplier gone bust? Tell us how the transfer to your new supplier went

MSE_Petar

Update Monday 7 March: The survey results have now been published – see our MSE News story: British Gas is the worst firm to be moved to if your energy firm goes bust, MSE survey of 12,000 people shows. Thank you for your responses and comments.

Hi everyone,

MSE is currently running a survey to gather data and feedback about people's experiences of their energy supplier going bust and being transferred to a new firm – including whether you've had your credit balance back, what the communication from the new firm has been like, and more. 

If this has happened to you, we would be very grateful if you could please fill out the quick survey at the link below (provided you haven't already of course).

• MSE bust energy supplier survey

Please note: as we are looking specifically at the transfer process between suppliers, this survey isn't relevant for customers of Bulb which is in 'special administration'. 

Many thanks,
MSE Petar

t0rt0ise

Should let us do it for two supplers.

QrizB

t0rt0ise said:

Should let us do it for two supplers.

Can you go through the questionnaire twice, or does it somehow log your visit and stop you submitting a second time?

Merlin139

QrizB said:

t0rt0ise said:

Should let us do it for two supplers.

Can you go through the questionnaire twice, or does it somehow log your visit and stop you submitting a second time?

I wanted to do the same as I switched from Green to Avro to Octopus on effectively the same day. Sept 23rd. Tried it on 1 phone and 2 computers but MSE knows.

Got my balance back from Green via Shell 29th Dec after 3 emails and 2 Facebook posts. Still waiting after 4 months for Octopus to move me across from Avro. Octopus blaming me as Avro produced Final bill dated 29th September but Octopus told me not to cancel DD with Avro so also have Oct DD paid. So now I need a new Final Bill. Fired off 5 emails and 2 Facebook posts and still not sorted.

PennineAcute

It does prevent you from doing it more than once.  It seems to be IP related.  Logged on through Opera and its VPN and could then also do my Zog to EDF

jobdone1

Both neon reef and zog bust, my transfer to British gas was smooth and final bill from neon correct. Payment taken 02nd Jan 22 correctly.
My gas, final bill produced by zog I'm  owed £119 bill generated 22nd December 21. Still waiting for it to be applied to my EDF account. EDF no time scale given. This is frustrating when you use a lot of gas in the winter for it not to be applied in a timely manner. 
So on that note still waiting for gas cash.

wild666

Very smooth move over to Octopus. My final bill from Avro was done by November and my DD was taken by Octopus in November plus I received a pink Octopus after signing up to receive one in November, it was delivered on Jan  19th, that I gave to the youngest granddaughter. I'm doing their winter workout and have reduced my gas usage by around 65%, way above the 20% I put in to save.

markipad

jobdone1 said:

Both neon reef and zog bust, my transfer to British gas was smooth and final bill from neon correct. Payment taken 02nd Jan 22 correctly.
My gas, final bill produced by zog I'm  owed £119 bill generated 22nd December 21. Still waiting for it to be applied to my EDF account. EDF no time scale given. This is frustrating when you use a lot of gas in the winter for it not to be applied in a timely manner. 
So on that note still waiting for gas cash.

I share your concern. ZOG can't have it both ways, surely. Today, I received an email from ZOG, telling me that I had to pay THEM (Zog) an outstanding amount. I thought that this is all the responsibility of the SoLR.

brewerdave

markipad said:

jobdone1 said:

Both neon reef and zog bust, my transfer to British gas was smooth and final bill from neon correct. Payment taken 02nd Jan 22 correctly.
My gas, final bill produced by zog I'm  owed £119 bill generated 22nd December 21. Still waiting for it to be applied to my EDF account. EDF no time scale given. This is frustrating when you use a lot of gas in the winter for it not to be applied in a timely manner. 
So on that note still waiting for gas cash.

I share your concern. ZOG can't have it both ways, surely. Today, I received an email from ZOG, telling me that I had to pay THEM (Zog) an outstanding amount. I thought that this is all the responsibility of the SoLR.

No - credits become the responsibility of the SOLR as they "claim" them against OFGEM but debts are normally collected by the failed supplier's administrators altho' they MAY make an arrangement with the SOLR. 

brewerdave

I've done the survey for Neon Reef to BG as that was the first failure. The Zog to EDF situation was a couple of weeks later. Both of the transfers started well but seem to have become stuck in Big 5 mire !!!

MSE_Petar

Hi everyone,

Thank you all for your responses and comments.

A quick note to say the survey is now closed and that we plan to publish the results shortly.

Many thanks again,
MSE Petar