MSE Cheap energy club -British Gas Collective Feb27 problems

AndrewJB

An update on my situation.

I’m an existing customer and had tried switching to a new tariff through Switch Together (formerly Big Community Switch), but nothing happened. Subsequently, I tried switching to the MSE Cheap Energy Club British Gas Collective Feb 27 tariff, and I’ve just received an email saying that was unsuccessful.

Both tariffs stated they were available for existing customers, and they have to be because Ofgem’s ban on acquisition-only tariffs is still in place. I can’t see British Gas has any grounds to stop me moving tariffs.

I’ve lodged an official complaint and will refer the matter to the Energy Ombudsman if necessary, although I doubt it will come to that. The fact that this has happened on two separate occasions, through two separate platforms, must strengthen my case.

DodgerPot

British Gas Collective MSE Switch

I gave up trying to switch as an existing BG customer ….. tried twice through MSE Energy Club

MSE telling me to query with British Gas as to why I was unsuccessful in applying for The Collective and British Gas saying MSE have their own eligibility criteria on application

Wish you luck on challenging your unsuccessful switch as an existing BG customer

AndrewJB

https://forums.moneysavingexpert.com/discussion/comment/81888074#Comment_81888074

An update regarding my complaint to British Gas (see post 44 above). 

I’ve just had an email confirming a move to the Switch Together tariff that I originally signed up for on the 27th of January. The tariff shown in my account hasn't been updated yet, but I would imagine that will happen later.

It’s worth raising a complaint if your switch hasn’t gone through, especially if it’s happened on more than one occasion. I would attach copies of any emails or screenshots you have to speed up the process.

DodgerPot

@AndrewJB
can I ask who you lodged your complaint with ?

Good to hear some possible progress on your switch

I looked into and signed up to Switch Together ( hadn’t heard of it until reading your posts ) how long did you wait to get any offers from it ?
The British Gas Collective shouldn’t be advertised as available to existing customers if we are then turned away at application

AndrewJB

https://forums.moneysavingexpert.com/discussion/comment/81890244#Comment_81890244

Initially I used the following link: https://www.britishgas.co.uk/help-and-support/complaints/enquiry-gas-and-electricity

I then responded to their email with the supporting documentation and asked them to treat it as an official complaint.

Switch Together used to be the Big Community Switch. I ended up with British Gas after they won their auction in December 24, but I heard nothing from them when my existing deal was coming to an end. I signed up again (I don’t know if you’re supposed to do that) in November 25 and didn’t hear from them until the 20th of January. I don’t think they run auctions that often.

The Ofgem ban on acquisition-only tariffs means they have to offer the same tariff to existing customers (that’s been extended until the 31st of March 2027). When my second switch was unsuccessful, I began to wonder if it was a deliberate tactic to reject existing members on the basis that there was a problem with the application. How do we know whether the problem was with British Gas or the platform we signed up through? That’s why I wanted the Energy Ombudsman to look into it, but it never got to that stage.

Best of luck.

DodgerPot

@AndrewJB

Thanks very much for the advice

I shall try that route of complaint

Keep us posted how you get on

AndrewJB

https://forums.moneysavingexpert.com/discussion/comment/81890375#Comment_81890375

You're welcome.

It’s all gone through. When I checked the tariff section of my account last night, there was a link relating to the new tariff. That tariff started today and is now shown as my tariff.

DodgerPot

https://forums.moneysavingexpert.com/discussion/comment/81890924#Comment_81890924

Great news worth the persevering 😀

This morning I attempted further chat with British Gas online chat to see if they could give me any reason as to why they declined my switch application. I got no answers but did get supplied with the complaints department email. I’m currently composing the email with my complaint.
Glad you got sorted finally

AndrewJB

So, I’ve just had a phone call from British Gas about my complaint.

They still don’t seem to know what caused the issue, although the representative I spoke with said it was the first time she’d come across Switch Together (formerly Big Community Switch), and I don’t think it was on their system. I mentioned the name change and how I’d originally moved to British Gas in December 24 when they won the Big Community Switch auction. None of that explains why the MSE switch was unsuccessful.

They’ve offered £50 compensation (I asked for less), and I’m happy with that. The main thing for me was getting a better tariff.

I received a credit on my account when I cancelled a switch away from them last December. I made it clear then that I would be looking to move to a more competitive British Gas tariff when one became available. That’s why I was frustrated at being denied a move. Anyway, that credit easily covers the higher charges over these last few weeks, which is why I’m not quibbling with their compensation offer. Fair is fair and all that.

DodgerPot

Further update

Following my email complaint to British Gas earlier today I’ve just had a follow up call from the complaints department.

They said that British Gas have no control over the terms that a third party ie MSE Energy Club use and that there is no fix from their end, the issue is from MSE.

She said issues from MSE switches usually come from existing customers and not new customers. So she very nearly admitted what I really thought that these “special arrangement deals” ie British Gas Collective Feb27 are to lure in brand new custom from switching suppliers!

Mention of compensation though no figure was said.
(I have only recently had £125 credit from British Gas when my last fix tariff ended and I said I wanted to switch out to a cheaper supplier they paid credit to keep my custom)

I continued to mention that the offer clearly stated that it was available to both new and existing customers and that I felt unfairly treated with no one giving a reason as to why the switch was declined.
She said the matter would be passed on to higher in the complaints team which I agreed to and asked to be updated.

I also mentioned that I’d further escalate to The Energy Ombudsman to look into for unfair access to tariffs for existing customers if I didn’t reach a satisfactory conclusion.

@AndrewJB seems we both had similar problem glad yours is sorted

I certainly now have a “bee in my bonnet.” And will persist 😂