Switching problems - middle man?

Samphire

Hi, I started switching gas and electricity from NPower to Eon in November via moneysupermarket. The leccy has gone through fine, but gas hasn't and we're currently paying both suppliers for our gas :mad: and I'm having a probem finding out who is to blame.
One of the main reasons for the switch was that NPower were wildly overestimating our gas usage and ignoring our meter readings. When we remortgaged 18 months ago we borrowed a little extra to replace our elderly boiler so our consumption dropped steeply - this was explained to NPower on more than one occasion but the "computer says no" was pretty much what we were told when we asked why our (and their own meter reader's!) readings were ignored.
So we switched to EOn, better prices and starting off with a realistic consumption estimate. The problem is that NPower won't let go!! They are still taking DD from our bank account, and haven't sent us a final bill (which should have a few hundred punds credit, especially as they have been taking £50 per month from us when Eon should have taken over our supply a few months ago). NPower bill is in DH's name (they won't speak to me) and when he phoned them they blamed Eon for not sending the meter readings. When I called Eon they told me that they had sent the readings to "a middle man" who arbitrates between the old and new suppliers, and they would chase him up. A month later no progress. I've put complaints in writing to both companies and asked Eon to confirm in writing that they are supplying us - when I have that I'll cancel the DD with NPower ( I don't want to risk disconnection - I have a 6 month old baby and a 3 year old)
Does anyone know anything about this "middle man" process? I've asked Eon to give me details but thought I'd ask here as well in case someone else has encountered a similar problem. Anyone had any luck with the ombudsman with switching complaints? Up until now we've only been phoning to sort this out, I've now started emailing to start an audit trail of complaints as in my experience ombudsmen will only take on a complaint if you can show in writing that you've given the company concerned a chance to sort it out.
I'm mad at myself that I've let it go on this long, but with a toddler and a new baby, plus DH working long hours and NPower only being prepared to deal with him I've lost track of where we are and now I can see how much money we are owed I'm almost in tears about it

Ken68

As long as you a payment set up for Eon, cancel the nPower Direct Debit. Put it in writing to both your bank and supplier that you are in credit and awaiting a final settlement.
Together with your e -mail audit trail, should be sufficient for Energywatch if it gets that far.
The new supplier normally sorts out problems.

Samphire

Thanks Ken. The DD for both gas and electricity has been in place with our new supplier since Christmas. I hadn't thought of putting the situation in writing to the bank as well, thanks for that advice

Ken68

Probably not necessary,Samphire, but you are playing to the arbitrator, they like a bit of exactitude.

Terrylw1

The middle man is the Data Collector. This is the industry agent the Supplier appoints to manage your consumption. They are also the guys that come out to read your meters.

If you gave a reading to your new Supplier, they send it to their DC. The DC then either sends it to your old Supplier or to your old Supplier's DC (they don't all use the same ones per region thesedays)

Then your old Supplier has to deal with the reading. They may have disputed it which means a possible 8 weeks to 3 months delay.

Ask Npower if they have X reading on X date. If they say no, tell them to contact their DC and ask if they have it. Npower's DC may have not passed it on.