Unauthorised energy signup & switch block by "Bunch" / TruEnergy – No written agreement, ghosting, &

BillBattle99

Hi everyone,

I’m looking for some advice and a sanity check on a nightmare situation involving bill-splitting company Bunch and their energy partner TruEnergy at a rental property.
Here is what has happened so far:

• The Phone Call Context (July 23, 2026): I had a phone call with a Bunch rep where we talked about setting things up. I provided some details and "teed it up" so it was ready to go if we decided to proceed, but I explicitly and clearly stated on that call that I did not consent to finalising the contract yet until I had spoken with my housemate. Despite this, they immediately processed it as a full sign-up for a "Green Saver" package (Account: [Removed by Forum Team]) with contract dates starting August 10, 2026. There is zero written agreement or signed contract from me—they are purely leaning on this phone call.
  
• Impossible to Contact: Dealing with them is an absolute brick wall. They are practically impossible to reach by phone or get straight answers from, forcing everything into a black hole of automated support bots and delayed email replies.
  
• The Payment Attempts & Switch Block (August 10 - 19): Bunch attempted an unauthorized card charge of £104.59, which I immediately blocked. When I tried to switch to a different supplier, TruEnergy blocked the switch, claiming an objection because I was supposedly in a contract with Bunch ([Removed by Forum Team]) and slapping me with a £150 cancellation fee.
  
• Involving Citizens Advice & The ICO (Formal SAR):
  
  • I’ve already spoken to Citizens Advice and the ICO.
    
  • Because they are dodging clear answers, on August 21 I filed a formal Subject Access Request (SAR) under UK GDPR demanding the full audio recording and transcript of that July 23 phone call. They acknowledged it and have a strict one-month legal window to provide it.
    
  • Honestly, it feels like they are complete amateurs who took details from an exploratory conversation, twisted it into a "sale," and now can't actually back up the fact that I withheld consent.
    

My questions for the forum:

1. Since they have locked my meter over a contract I never consented to, how can I force them to lift this switch block immediately?
   
2. If their call recording proves I literally said "I am teeing this up/giving details but do not consent yet," what are my legal grounds to crush this £150 fee once and for all?
   
3. What is the quickest route to getting this sorted without being worn down by their terrible customer service?
   

Any advice would be massively appreciated!

Bendo

Is it a consumer account rather than business? If so you should contact the original supplier about an erroneous switch. Not sure if there is a time limit on that though

Reed_Richards

I think the time limit for an Erroneous Transfer is 21 working days. If the contract started on 10th August that should leave plenty of time to reverse it. https://www.ofgem.gov.uk/information-consumers/energy-advice-households/get-compensation-problems-switching-energy-suppliers

QrizB

Welcome to the forum.

Any advice would be massively appreciated!

All domestic energy suppliers in the UK are obliged to have a complaints process, which gives the supplier up to eight weeks to resolve the complaint. After that, if you're still unsatisfied you can escalate your complaint to the Energy Ombudsman.

Details here:

https://help.the-bunch.co.uk/en/articles/11144311-our-complaints-process

Where are you with Bunch's complaints process?

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82114683#Comment_82114683

Bunch are not an energy company, so any escalation would be to the independent dispute resolution service they use (if there is one). TruEnergy complaints could be escalated to the Energy Ombudsman

QrizB

https://forums.moneysavingexpert.com/discussion/comment/82114763#Comment_82114763

That's not what their complaints page says!

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/82114766#Comment_82114766

It is here:

https://the-bunch.co.uk/complaints-policy/

Specifically (my bold):

5. External Escalation

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first raised your complaint with us, you may refer your complaint to the Dispute Resolution Ombudsman (DRO).

And further down the same page:

Complaints about your energy supply

If your complaint relates specifically to your energy supply (provided by your licensed supplier), you can contact the Energy Ombudsman. Please note that Bunch is not directly registered with the Energy Ombudsman; you will need to list your licensed supplier as the responsible party. You can find your supplier information in your customer portal under “Contract Service > Services” or by contacting our support team.

QrizB

I think I misunderstood your point - it seemed to me as though you were saying the OP would need to start a separate complaint against TruEnergy, whereas their policy reads as though you can continue with the same complaint.

Anyway, it seems we generally agree.

Reed_Richards

Wouldn't invoking the Erroneous Transfer process to get back to the OP's original supplier be the easiest way out?