Moving house can't take tariff but still being charged an exit fee

Hness1974

Hi There, I'm currently with Fuse Energy on a good fixed tariff until September. I was advised when I joined them that I could take my tariff with me as was planning to move house this year.

I've just gone to start the transfer process and am being advised that not only can I not transfer the tariff but that I will be charged an exit fee if I do not select one of their new tariffs when I move.

Has anyone else been in the same position? Surely they can't charge me an exit feee for a deal they won't let me use?

elsien

what evidence do you have from the t&c that it is transferable or was this verbal sales talk?,

bristolleedsfan

https://www.fuseenergy.com/legal/energy-supply-terms-and-conditions

t0rt0ise

It sort of sounds reasonable to me but then I've never been able to take a tariff to a new house. It's unfortunate that it will likely mean taking a more expensive tariff at this time.

elsien

That reads to me as if you can request them to supply energy at the new place and so not have to pay an exit fee, but it does not say you can take the existing tariff with you because it talks about a new contract at the new address.
I suspect a possible miscommunication around taking the provider to the new address and what that means in practice.

bristolleedsfan

https://forums.moneysavingexpert.com/discussion/comment/81916472#Comment_81916472

British Gas, Eon Next, Octopus offer moving tariff to new home service.

t0rt0ise

https://forums.moneysavingexpert.com/discussion/comment/81916495#Comment_81916495

Yeah it's a new thing that often goes wrong. Probably coloured my view that I thought it reasonable because I never had that option.

Scot_39

IF it operates according to google AI find on a some reddit post - your fix agreement is strictly a deal to supply not you - but the meter/MPAN - at your current address. If true they arent stopping you use it - you are.

Has anyone come across that address not person suggestion before ?

The only thing I can find quickly on Fuse and CA - not backing that up explicitly - but smae consequence - is the section here on Fuse help and by Citizens Advice on moving-

https://www.fuseenergy.com/legal/energy-supply-terms-and-conditions/

12. Moving House

If you are moving and request us to supply Energy to your new premises, we will cancel your existing Contract and provide a new Contract appropriate to your new premises.

So the old contract ends by the sound of things. In response to you moving.

And again on CA - it's only a "might"

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/moving-home-your-energy-supply/moving-home-dealing-with-your-energy-supply/

"If you’re on a fixed tariff

You might be charged to break your contract early. This is known as an ‘exit fee’. Check your contract or contact your supplier to find out how much the exit fee will be. If you break your contract, you’ll automatically go onto a standard variable tariff in your new home."

If you want to stay on your current tariff when you move home, contact your supplier. They might let you keep the same contract and tariff at your new home without charging you a fee."

You asked - and so far it appears - Fuse process says no.

So apart from T&Cs question above.

It sounds from "advised" maybe either an online chat process (if so do you have a log / transcript) or maybe a verbal promise - you could I suppose ask them to check recordings / logs - as part of a complaint. Ive had call transcripts - not the actual recordings - back from others in past.

Hness1974

I can't find evidence of the agreement to transfer the tariff. What I don't understand is how they're charging me an exit fee for a deal that they're not honouring?

luci

https://forums.moneysavingexpert.com/discussion/comment/81916518#Comment_81916518

Not what you're wanting to hear, but it appears they are honouring the deal, as it's still available at your current property. Unfortunately you are cancelling the deal by moving home.

Scot_39

The standard line appears to be moving home terminates the contract.

If you think CS / Sales promised otherwise - see notes above on trying to request proof.