Problem switching via MSE to Sainsburys Energy

llykstw

I started a dual fuel energy switch via the MSE website from Octopus to a fixed Sainsburys Energy tariff back in March. The switch went through to EON (which administers Sainsburys Energy), and I can log in to my account on both EON and Sainsburys Energy website. The MSE app shows the switch as still 'in progress' after 7 months. EON/SE have me signed up to the Next Flex variable tariff though, and not the fixed rate I signed up for. They obviously won't move me to the correct tariff, as it went off sale shortly after I signed up to it.

SE say that it's not their problem - MSE should never have offered to switch people to the tariff I selected because it requires an 'internal brand switch' whatever that means, and so just refuse to help other than to offer me a selection of their current tariffs. I'm raising it as a formal complaint with them as a next step, but they're telling me that I should be complaining to MSE as they shouldn't have been offering the tariff in the first place.

Grateful for any thoughts.

llykstw

Note that Sainsburys Energy don't deny that the tariff exists (or existed at the time I switched to it). They say that it was an MSE exclusive tariff. Because they didn't sell it directly, and it was an MSE exclusive, they say that they cannot switch me to it - even though I signed up to this MSE exclusive tariff via MSE.

Scot_39

How can an internal brand switch post 1 - be an external exclusive MSE energy club offer ?

That sounds like two different things.

How soon after transfer was deal withdrawn ?

Was MSE to EOn Next Flex an interim step (that always likely a valid switch) meant to be followed by the internal switch to a special fix (that maybe then timed out so blocked) - the special fix meant to then be a second stage automatic internal brand request switch that failed once a customer ? (See *)

When did you realise you were on plain SVT EOn Next Flex ?

(* - Other suppliers have customer only offers - that you cannot switch to externally. So tariffs often happen via indirect intermediate routes. Ingoring my smets1 complication for now - If I wanted to go from EOn E10 to Octopus Snug for my NSH - I'd have to switch over to their variable E7 - an open tariff - have my meter connection proven - and then switch to an internal "existing customer only" tariff like Snug. So wonder if the fix timed out at a similar intermediate stage in your case. I do not want to be trapped on E7 - so havent attempted the switch as it could be a long wait for my meter upgrade - and they have already once frozen access to Snug when pricing unstable earlier in Iran conflict)

I am still struggling to understand where the breakdown was - and therefore who was at fault.

But I also suspect after 6m there is now absolutely nothing you can do other than try and find a better deal - on today's terms.

As suspect no one in chain is ever going to honor a 6m old set of rates now - with current energy prices. And even when know who was at fault - no one is going to compensate you for any more than a few £s - to cover say the difference in rates you could have secured within a couple of weeks at the time - and likely on basis of low spring energy use - plus some nuisance comp - as that should have been enough to cover you spotting the problem and reacting to the failure back then.