Energy Switch Cashback from MSE

baldilocks10

Good Morning,

It is, I've just received into my bank the £20 cash back!!!
At this stage I'm not sure what I'll blow the money on. Maybe half a takeaway for the family or some hoover bags…so many options.😃
Point is what is owed has finally been paid, so if you're in the same boat keep going.

Haven't heard back from the ASA complaint yet. When I do I'll share.

not_a_new_user

https://forums.moneysavingexpert.com/discussion/comment/82165918#Comment_82165918

Good morning and Congratulations🎊👏 💐 🥳

Another week, the same fight, now well into the 8th month.

The only thing I've received is an email saying the team have read my message and will get back to you as soon as possible. They aim to respond within 2 working days, which they haven't.

To be honest baldilocks 10, I would still continue with your complaint. Why should MSE be above being called out for bad practice? I'm going to continue with official complaints, but I'm nowhere near receiving my cashback, yet.

I've not heard from humanoids ( human agents,) in MSE Towers, yet.

Disgraceful.

not_a_new_user

I suspect the 15 days from the ASA is 15 working days so it will be a while, yet.

baldilocks10

Sorry you are still going through this not_a_new_user.
Here is my demanding email I sent that finally got some movement from them. It may help to repeat or similar.I've also included the response from Samantha and Beth.

Good Morning,
This is at 7 months now and more worrying I have had no correspondance since your last comms promising action a month ago.To be clear, I understand what you have said as to MSE circumstances re this, however I'm afraid MSE has clearly advertised £20 cashback on its own site and given timescale of within 3-6 months. I switched through MSE as required. I have met the conditions required on your site.. MSE are responsible to ensure it meets its advertised offer.
Please authorise/issue £20 cashback as was advertised now.
Thanks ******

Hi, ​ Thank you for your message and I am really sorry that you have still not received this cashback. ​ We haven't had any updates on this unfortunately. ​ To ensure you don't have to wait any longer while we chase this up, we'd be happy to pay the cashback to you now as a goodwill gesture. ​ I'll need to raise the payment request manually, but I don't have access to the bank details you provided on the application. So that I can raise the payment, please can you use the secure link below to provide the following information: ​ Full name Sort code Bank account number Bank name (e.g. Lloyds, Nationwide, etc. ​ ​ Once we receive these, I'll confirm receipt and raise the request. ​ Hope to hear from you soon

Thanks,

MSE Samantha

Hi ****** ​ Thanks for getting back to us with these details. ​ I've raised the payment request with our finance team, so you should receive the cashback within the next 10 working days. I am really sorry for the time this has taken though, and that you've had to chase this up - it absolutely isn't the experience we want users to have when switching through the site. ​ Please let me know if there's anything else I can help with.

Thanks,

MSE Beth

baldilocks10

Interestingly it says in Beth's message

"it absolutely isn't the experience we want users to have when switching through the site"

not_a_new_user

https://forums.moneysavingexpert.com/discussion/comment/82165979#Comment_82165979

That cracked me up 😁 🤣 😂

The amount of stress I'm going through for £20 😲

You may want to remove your full name from your email.

If I thought it would have any effect raising this on the ML show, I would. But no, I don't think it would.

MSE not paying Cashback to what seems to be a substantial amount of Forum consumers, that is.

baldilocks10

Edited. thanks

On comms received from Samantha and Beth, shows Samantha and Beth cover the areas X- Instagram - Facebook - WhatsApp - Threads - and You Tube

So anywhere on these or preferably all of them and the message will be getting through.

Trace-T

Excellent news!! @baldilocks10

I've just received this reply after chasing up for an update;

"Thank you for coming back to us.

I have looked into this for you and I can see that the status of your cashback has now changed to processing, so this should be paid for you soon.

We are really sorry for the delay and we appreciate your patience.

Thanks,

MSE Samantha"

Things are looking up!

not_a_new_user

I've received a response.

' I'm sorry you've not yet received your cashback payment, this is taking longer than expected because we've not yet received the required update from your supplier.

If you switch through Cheap Energy Club, then we get paid a referral fee. Of this referrers fee we give you roughly half back, because we want to encourage switching. You don't usually get this if you go directly to a comparison site, nor if you switch direct with an energy company.

As the cashback is coming from the suppliers referral fee unfortunately if there is a delay in your supplier paying this fee, it also delays our ability to pay cashback. This can mean that it can take longer than the average of 12 weeks and in some instances it can take up to 6 months.

As its been over 6 months, I've asked the team who issue cashback and liase with with suppliers to look into this for you. This may take a little while to resolve, as we're reliant on your supplier getting to us. As soon as we hear back from it, we'll provide you with an update.

I hope this helps'

MSE Samantha

No, it doesn't help at all. Your system is flawed and dishonest and I shall be seeking legal action, Samantha.

It doesn't help to patronise me, I know all the above, I'm not thick. I've been a member of MSE for almost 20 years. I know the excuses you use.

£20 for a vulnerable person makes me laugh. 😃 😀 😄 😁 🤣 😂

baldilocks10

https://forums.moneysavingexpert.com/discussion/comment/82166305#Comment_82166305

Thats exactly the same response I received in comms with them. Its a template email.
After this one I waited a month and had no further comms, so I sent the email I've posted on the thread and then they arranged payment.
Keep going.