Switch without customer's knowledge

chuckie851

I helped my neighbour when he decided to switch his gas supply to Eon.
British Gas retentions phoned him the same day with an offer of a cash incentive to stay with them.  They explained how he should cancel the switch, and we thought everything was OK, once he'd done that.
He had a letter today saying that his meter appointment for tomorrow had been cancelled.  British Gas said they're no longer his supplier when he phoned them.
Should he ask for an explanation, and would he expect any compensation for the erroneous switch?

Reed_Richards

It's not an erroneous switch though, is it?  It seems to be an erroneous failure to cancel a switch.

masonic

Seems like his beef should be with British Gas. They should have stopped the switch from proceeding after he agreed to stay. Perhaps the cash incentive should be paid regardless.

chuckie851

This is an update, rather than a new thread.
British Gas issued a final bill that goes several weeks beyond the date that Eon took over the supply.  My neighbour had been a prepayment customer for more than 40 years, but this is a standard bill.  It also shows "actual" meter readings even though his smart meter isn't coming until next week.  He says the meter reader hasn't visited.