Stuck in a dystopian nightmare between energy suppliers

maxxpayne

Hi There,

I write this is slight disbelieve and thinking about the Terry Gilliam movie Brazil (highly recommended) but I don't really know what to do, so hopefully you guys can help.

Backstory

We purchased our current property back in June 2025 and switched our gas and electricity to Home Energy.

Not sure of relevant, we also had Home Energy install new gen of smart meters at our place after a couple of months, after seeing we were getting estimated bills only and having an existing smart meter. Turns out that it was a previous gen and they couldn't read it etc.

Anyway, fast forward to December 2025, in fact Christmas day when I receive an email form Home Energy stating that my direct debit with them were cancelled. I didn't think much about it a) it being Christmas day b) It was likely a glitch.

Then in February 2026, I get an email from Home Energy stating that my account has been closed, thanking me etc. That's when it catches my attention. All this time, despite the cancellation of direct debit, Home Energy had been taking money from my account, so I call them up.

Home Energy informs me that someone had already switched my account to Scottish Power back in December 25th and that's all they can tell me. No other information. Nothing. They told me the only thing I can do is call Scottish Power and take it from there.

I call up Scottish Power and they tell me that yes that's the case but when I tell them that I didn't make the switch (I mean what the … plus it was Christmas day) they tell me me they can't give me any further information because the name on account doesn't match any names from our family or mine. So clearly it was a case of someone (likely the former owners or whomever I don't know) made the switch by accident.

The operator in the call assures me that this happens from time to time and they'll raise a case etc. and will get back to me. I give them the details but the call abruptly ends for some reason and I never get a call back.

Move to March 2026, and still nothing from Scottish Power. So I call them again and they make up various GDPR excuse, disregard my first call and agreement of reversing and tell me the only way I can do this is by signing up to Scottish Power. I flat out refuse a) because I'll be paying more b) why should I have to make the effort when none of this was my fault? By the way, in the mean time I'm still paying to Home Energy (yes you can't make this up).

Seeing that Scottish Power won't do anything, I sign up for Home Energy again as a supplier, they oblige and start a switch.

In April or late March, I get a message form them saying that Scottish Power has objected to the move and Home Energy can't do a switch.

Current Status

Today I had a bailiff type of person from Scottish Power show up at our door looking for someone called **** who clearly is not me or a member of our family. They were very helpful and tell me that I should register with Scottish Power as a new tenant after I tell them the whole story. They said they could do that over the phone while they were here but I tell them no because I wanted to check if I should just do that or something else?

They took my details anyway and left.

I'm at my wits end as to what to do. Should I write to Ofgem or something else? What should be my next course of action?

Thanks.

Rodders53

https://www.ofgem.gov.uk/information-consumers/energy-advice-households/get-compensation-problems-switching-energy-suppliers

Contact Home Energy… Raise a COMPLAINT with them… their job to sort out switch you back…

Do it in writing via e-mail or text / WhatsApp messaging if possible rather than voice phone as you have written evidence.

Do also keep supplying meter reads to them… I assume you have been taking them regularly.

maxxpayne

Hi,

Home Energy has stated they can't do anything about this, in writing.

I'll see if I can find a complaint address but honestly I think they'll do anything about it.

https://forums.moneysavingexpert.com/discussion/comment/81998490#Comment_81998490

maxxpayne

https://forums.moneysavingexpert.com/discussion/comment/81998490#Comment_81998490

Written response from them in March:

Thank you for your call today, 

As per our conversation, we are not supplying you. Scottish Power have been supplying you for the last 3 months so I am unsure as to why they have said to you that they have nothing on record for you when they had given us reads which is what your final bill was reflected on. In regards to being compensated, you asked to be compensated because we arent supplying you anymore, unfortunately, that isnt how it works. You need to speak to SPower to get this amended as they are supplying you for gas and elec which is evident on the national database (please see the attached).

A refund has been requested for the credit balance on the account of £6.72 and will be with you in the next 10-14 days.

I hope this helps.

Ergates

Yes - I'm not sure on what grounds you asked for compensation from Home Energy…

It seems that Scottish Power are the ones have have either made a mistake or acted improperly.

OR some other third party has made the switch request on your behalf for some reason - which seems unlikley.

QrizB

This thread would be better on the Energy forum.

That aside, this is an erroneous transfer. There happen all the time, usually by accident and because someone has picked the wrong address from a drop-down list somewhere. Here's an OVO article about them:

https://www.ovoenergy.com/help/article/erroneous-transfers

Anyway, fast forward to December 2025, in fact Christmas day when I receive an email form Home Energy stating that my direct debit with them were cancelled. I didn't think much about it a) it being Christmas day b) It was likely a glitch.

This was your cue to contact Home Energ, find out what was going ony and tell them you hadn't asked to switch. At that time they could have blocked it and you'd have saved yourself a lot of hassle. Never mind, if it happens to you again you'll know for next time.

They were very helpful and tell me that I should register with Scottish Power as a new tenant.

That might get things moving; calling SP and telling them you want to take over the supply.l should let them close the current account and set up a new one in your name.

maxxpayne

https://forums.moneysavingexpert.com/discussion/comment/81998653#Comment_81998653

But Scottish Power refuses to do anything or give me any information because GDPR. They are asking me to open an account with them and nothing else.

dumpster_fire2025

https://forums.moneysavingexpert.com/discussion/comment/81998669#Comment_81998669

If the account is in someone elses name then yes, as per GDPR they can't discuss that account with you. They can set up a new account in your name and they can either chase this ficticious person for the last 3 months energy use or realise you are one and the same and bill you for it. I wouldn't lose any sleep over it though.

Ergates

https://forums.moneysavingexpert.com/discussion/comment/81998669#Comment_81998669

It's right that they won't tell you anything - e.g. the name of the person they think lives at your address - as that would be a GDPR breach.

But that doesn't mean they can't do anything. If you raise a complaint with them that they have - mistakenly or deliberately - switched your supplier without your permission. You should be able to prove that you are the correct resident/owner of the address in question so if they have someone elses name registered against it, then that supports your claim.

Presumably, the name they have is the person they came to your door looking for.

maxxpayne

https://forums.moneysavingexpert.com/discussion/comment/81998688#Comment_81998688

Yes. The name they have is the person the bailiff came looking for. How do I make a complain to Scottish Power when they refuse to do anything without me opening an account? I'll try but will to live diminishing…

QrizB

How do I make a complain to Scottish Power when they refuse to do anything without me opening an account?

You don't.

As suggested by me, dumpster_fire and SPs own collection agent, open the account and start paying SP for your energy. Then they can start to sort it all out.