Energy Switch Cashback from MSE

not_a_new_user

https://forums.moneysavingexpert.com/discussion/comment/82177140#Comment_82177140

Hi Trace-T

Not a 'we are sorry for the stress we've put you through' more a 'we are aware of an issue that's delayed some CEC Cashback payments including yours'.

We are upholding your complaint.

We would like to pay the cashback, provide your bank details. We will confirm when it's been processed.

Complaint closed. Upheld.

I was sceptical waiting for real cash to appear.

I shall be testing the system again, shortly. 😊

Trace-T

https://forums.moneysavingexpert.com/discussion/comment/82176646#Comment_82176646

Well @baldilocks10

This is Samanthas answer to that very question.

"I understand that it is frustrating.

Cashback is paid in different batches and at different times. We haven't been able to pay cashback since the incident started but we are doing our best to get this fixed.

Again, we really apologise for the delay."

🤨

Almost 8 months now 😕

baldilocks10

https://forums.moneysavingexpert.com/discussion/comment/82182878#Comment_82182878

Vague again. 😕
What 'incident' is she referring to I wonder 🤔
She hasn't explained at all really.

I understand that you switched to the same Tarif as I did. That's Eon Next 15 v7 is that right?

If so why have I received a good will payment and not you?

If you've been waiting for 8 months its likely you switched before I did.
Perhaps Samantha could clearly explain why I've had one and you haven't?
What is the justification for this?

Trace-T

@baldilocks10 The incident would be the "technical issue" I'd assume.

I initiated my switch on the 5th March, E.ON Next confirmed they were now my supplier on the 7th March.

not_a_new_user

Morning all.

I'm sorry you still haven't received your cashback Trace-T. Did they take your bank details, I thought they had? It looks more hopeful once they have.

baldilocks10

https://forums.moneysavingexpert.com/discussion/comment/82183309#Comment_82183309

Yes I think you're correct. But what does 'Technical Issue' actually mean? It very easy for them to hide behind words like this. It also allows them to continue to not pay you.

If they are prepared to apologise continually about not paying up, surely it wouldn't hurt them to help you understand by clearly explaining what they mean by this phrase 'technical Issue'? and answer your questions.

You deserve to have facts.

Such as, what exactly is the problem?

Ask them to explain in detail 'Technical issue'. If they can't I would ask;

Who is dealing with the issue. Names, positions, email addresses. Who can explain this?

Why have others with exactly the same Tarif and dates as you, already received goodwill payments and you haven't?

Why are you not being treated fairly?

How much longer exactly do you have to wait for something that is overdue? A date is required. Again, if they say they cannot answer this because they don't know, then ask again for details of who does know.

I understand your complaint to them was upheld? Is there a published complaints policy/procedure that states what happens in this situation that could support your position?

If you haven't made an official complaint, I think you should. This will add more weight to your situation and may speed this up.

We have seen previously they put the blame on the energy supplier for not receiving monies owed. I'm afraid they are now trying to blame the "financial department" if they actually do exist. It is all designed to delay and put you off.

Keep going.

baldilocks10

Received Cashback from an Energy switch?

Is there anyone on this forum that has received cashback from MSE following an energy switch through the site lately?
Would be helpful to know. Please reply here.
MSE are reporting there has been/is a problem making payments. Just want to know if this is affecting everyone?

Trace-T

Thanks for the advice regarding my overdue cashback @baldilocks10 🙏

I now have my cashback in my bank as of today from MSE Vicky but only after submitting a Formal Complaint. Took just over 8 months btw.

"We are upholding your complaint.

To put things right, we will pay the £20 cashback due, together with £10 as a goodwill gesture for the delay".

Woop woop 🥂🍻

not_a_new_user

https://forums.moneysavingexpert.com/discussion/comment/82201164#Comment_82201164

Congrats Trace-T 👏 🎊 💐 🥳 🍾 🥂 . That's nearly 9 months?

I'm waiting for a 2nd payment of cashback but I can't do anything until February. At least I know the procedure now and have all the documents I need, to hand.

I think it's shameful there's no complaints procedure which takes on the ML name or anything to do with ML. Why should MSE get away with this?

You can guarantee I shall raise another complaint. Watch this space. You have to be determined and I'm no pushover.

fuzzzzy

https://forums.moneysavingexpert.com/discussion/comment/82201231#Comment_82201231

How do you raise a formal complaint if you have not been paid cashback?

I e-mailed a while ago and was told they would look into it.

After a month I e-mailed again to ask if there was any progress and have had no reply.