Uswitch Gas & Elec wine switching offer: Are you having problems?

nigelb100

Greetings all,
I signed up last year to change my utility supplier from EON to EDF. I may even have done it through MSE as the Online Saver 7 tariff seemed good, especially with the £100 cashback.
I received a letter confirming the change and sat back to wait for the changeover to take place.
Weeks went by and so I called up EDF earlier this year. I was assured the transfer was happening and that the cashback was still valid (£75 & £25). There was a "system problem" as they were transferring all their customers to a new system, Apologies and so on...no problem.
My gas was finally transferred a week or so ago and EDF took the first direct debit payment for the gas only. Eon still have the electricity and took a reduced payment..ok, still no problem.
Now today some fool from EDF calls me up to say that this same customer transfer "system issue" has not transferred the electricity and did I still want to transfer the electricity to EDF? He was most apologetic and said it was "unacceptable" several times.
However, when being asked the key question: was the cashback still valid the answer came "no".
This is very annoying. I was perfectly happy to say with EON. On balance the tarrifs were failrly similar but the cashback offer tipped the balance and was too good to refuse.
Now this screw-up has resulted in me having gas & electricity with different suppliers, with presumably no dual-fuel discount from either.
I can't believe they wouldn't honour the cashback offer after three or four months of delay on their part - as they acknowledged.
They did offer me an energy meter, which isn't much use to me.
I live in a small flat and am always careful with hpw much energy I use.
I will probably return the gas to EON if I can for the time being and see if I can get another dual fuel deal elesewhere
Has anybody else had a similar experience with EDF? Total incompetence...
All the best
Nigel

ianali

Hi, Did anyone switch to E.On around Xmas time and not recieved the £100 cashback?

E.ON_Company_Representative:_Helena

SuzySF wrote: »

very annoyed with this lot. filled the detials to get quote on switching leccie for my elderly mother (elec only sheltered housing -gas deedmed too dangerous !) did the same over a year ago, and ended up getting lots of cold calls from leccie companies..but none would say where they got my phone number from, I have been on the caller prefrence list for 5 yrs + and had more or less got rid of all callers apart from the odd one from overseas.

in the last three days Scottish Power, E-On and SWALEC have all called me (and calling me by my mothers name, as I entered her address detials but my email and phone) on asking where they got the number from, and we were on the caller pref list, eventually the nice man at E-On told me they got their info from U-Switch...now I dont recall a check box for not sharing with 3rd parties...and I am very careful about this, so asked the man to remove me from their list, and I now expect I will get more calls, and all with get the same satement.

to that end I will NEVER NEVER USE USWITCH again for price comparison...if you value your privicy, dont use them...

Hi SuzySF,

I know this is from a while ago, so i'm sorry to bring it back up.

But I would be really grateful if you could email me at [EMAIL="WebForumAdvisors@eonenergy.com"]WebForumAdvisors@eonenergy.com[/EMAIL] with your details, this will enable me to look in to who has contacted you.

Thank you

Helena:)

Tishie

Hello,

Having just finished writing this I would like to apologise for the incredibly long rant that follows, but it been a long and frustrating process:eek::mad::eek:

I switched to EDF via MSE and uswitch in December and have had a nightmare trying to get my wine voucher. I had a technically issue when trying to submit where the little secure site padlock thing was showing as unlocked when I was entering my bank details. I called uswitch and explained the problem and a very nice women sorted it all out over the phone, I asked if I would still get my case of wine and she said yes after three months.

I called uswitch in March and they said that it would take up to a month for the voucher to come through, so I called them again toward in April, I was told that my voucher would be in the next batch and I would get it in the next two weeks. Two weeks later and still no voucher I called them again was told that I should have it soon probably in the next batch. One to two weeks later and still no voucher I called them again spoke to Kelly who said my voucher would definitely be with me in five working days. A week later still no voucher so called again this was now 17th May, spoke to a very nice and helpful chap called Jermaine who said that I didn't have my voucher because my email address wasn't in the necessary place, so I gave him my email being careful to spell it out and he told me I would have my voucher in two weeks.

Yesterday still not having received a voucher I called again and spoke to Jerome, he told me that my email address had been misspelt & they would send me out a voucher that evening, but couldn't do it straight away because the person who had to organise it was on a cigarette break.

Called again today when I still didn't have a voucher and spoke to a chap called Jilani who was very patient with a now very frustrated customer, and after a 40 minute telephone conversation he sent me a voucher. sadly it does not appear to be the correct voucher. I thought I was getting a free case of wine, I got a voucher that I can redeem of a minimum spend of £60 with a choice of a £50 or a £70 case of wine so I have to pay £10 and p&p (it can't be redeemed against the £50 case). I have just sent him this reply to the email with the voucher code.

Hello,

Thank you for your help today, however, things have not turned out as I had hoped.

I tried to redeem this voucher but it is not correct as I got this message

The conditions of this voucher have not been met. Please contact us on 0843 224 1001 if you would like some help to redeem your voucher now.
This voucher can only be used against a single case of 12 bottles or more with a minimum basket value of £60.00 (ex p&p)

The voucher I was promised was for a free case of wine with no delivery charge and no minimum order value, if I was to redeem this voucher I would have to choose the more expensive case of wine pay the additional cost as well as post and packaging.

Please would you escalate my complaint as it has now been 6 months since I switched providers with you and I was promised a free case of wine for using you, if I had realised that I would not have received this as promised I would have used a different comparison site.

Please would you also send me a copy of your complaints procedure.

Thank you again for your help today, I hope that you can resolve this issue for me

Kind regards


I don't actually have much hope of this being resolved and have I asked for this to be dealt with as a complaint when I spoke to uswitch today and yesterday.

I am beginning to feel a bit better just to have have a good old moan on here. Got to say with such poor customer service I will not be using uswitch again in a hurry.

LEmblem

I switched my gas and electricity supplier through uswitch on 22/11/2010 via the link on the moneysavingexpert.com website. I received an e-mail confirming my switch and saying that I should wait up to four months to receive my wine code but have never received it.
I've e-mailed an enquiry to [EMAIL="winequeries@uswitch.com"]winequeries@uswitch.com[/EMAIL] and [EMAIL="customerservices@uswitch.com"]customerservices@uswitch.com[/EMAIL] but have not had a reply from either.
What shall I do next??
Thanks
L

bstock

A cautionary note.

Our fixed price contract ended on 1 July but the energyhelpline comparison site ( a recommended site ) assured us that they would not submit our application until that time.

It was 15 June so we felt confident that we could submit our application them and forget about it. MISTAKE! Although we had confirmation of the 1 July date in the acknowledging email we were appalled to learn today that the application had been submited and accepted on 15 June 2011 NOT 1 July. Not only may we now face a penalty but we are also out of our cooling off period so cannot make any changes even if we wanted to.

Have emailed our complaints to energyhelpline and will keep this thread informed.

In the meantime "Don't take the impatient route" but wait till your contract ends before applying, from our experience you cannot trust what you are told even by recommended sites, its just not worth the risk.

LEmblem

Mrs_Optimist wrote: »

I forgot all about the case of wine! We changed just before Christmas. Just checked our deleted emails and saw an email from USWITCH from March, with our redemption details and now have a case of wine on its way to us from VIRGIN Wines.Thanks everyone - a nice surprise today!

I'm plased you got your e-mail from USWITCH and hope you received your case of wine.
Do you have an e-mail address or phone number of anyone who could be able to help me - I've had no response from anyone!
Very frustrating!

bstock

bstock wrote: »

A cautionary note.

Our fixed price contract ended on 1 July but the energyhelpline comparison site ( a recommended site ) assured us that they would not submit our application until that time.

It was 15 June so we felt confident that we could submit our application them and forget about it. MISTAKE! Although we had confirmation of the 1 July date in the acknowledging email we were appalled to learn today that the application had been submited and accepted on 15 June 2011 NOT 1 July. Not only may we now face a penalty but we are also out of our cooling off period so cannot make any changes even if we wanted to.

Have emailed our complaints to energyhelpline and will keep this thread informed.

In the meantime "Don't take the impatient route" but wait till your contract ends before applying, from our experience you cannot trust what you are told even by recommended sites, its just not worth the risk.

Update 07/07/2011: Email from energy helpline today to confirm that they sent the application out on 30 June. I responded with a copy of my online account details with new supplier to show I was definately a customer with them from 15 June. - the saga continues

fairywishes

Well i just switched via the mse uswitch link wine offer and on the page it stated it was for the free case of wine and in the header at uswitch it stated free-wine-offer/ at the end of the address so fingers crossed its all will have worked ok :0)

I switched to edf on the dual fuel being careful to untick the boxes so i don't have my info shared with other companies :0) so not expecting any nuisance calls.

I did notice at the bottom of the terms and conditions it states that the wine offer is only valid if its still available.......... errrr can someone confirm from uswitch is it still available? so i know whether to cancel.
I chose the wine offer as to be honest although quidco and topcashback offer cashback if you read the reviews noone ever seems to actually get the money. I'd rather the switch went through as i have been wasteing money on my old supplier for years but i'd rather know if the wine offer has run out so i have a choice re canceling?

The only thing that slightly tripped me up is it asked if i wanted paper billing or email...i'd rather have paper but didn't know if this was extra so chose email instead.

Fingers crossed it all goes swimmingly do we know how long it takes till i should recieve the voucher via email?

uSwitch_company_representative

LEmblem wrote: »

I switched my gas and electricity supplier through uswitch on 22/11/2010 via the link on the moneysavingexpert.com website. I received an e-mail confirming my switch and saying that I should wait up to four months to receive my wine code but have never received it.
I've e-mailed an enquiry to [EMAIL="winequeries@uswitch.com"]winequeries@uswitch.com[/EMAIL] and [EMAIL="customerservices@uswitch.com"]customerservices@uswitch.com[/EMAIL] but have not had a reply from either.
What shall I do next??
Thanks
L

Hi,

If you still haven't heard back form anyone, firstly, I'm sorry about that, secondly, please drop me an emai lat editor @ uswitch.com and i will look into it for you.

Lauren