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EDF to take on failed energy supplier Solarplicity's 7,500 customers - MSE News
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MSE_Andrew
Posts: 174 MSE Staff
in Energy
EDF Energy has been appointed by regulator Ofgem to take on Solarplicity's 7,500 domestic customers after the firm stopped trading...
Read the full story:
'EDF to take on failed energy supplier Solarplicity's 7,500 customers'
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'EDF to take on failed energy supplier Solarplicity's 7,500 customers'
Click reply below to discuss. If you haven’t already, join the forum to reply.
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I was with Solarplicity, around 2 months ago I decided I had had enough of the really bad customer service, so I started the switch for both gas and electricity to Scottish Power. The electric switch was no problem, Gas was due to complete on 27 July. It never completed. Due to solarplicity going under. A company called Toto Energy took over my account, and without informing me took control of both my gas and electric. The first I knew about it is when Scottish Power, sends me a letter saying they are sorry to see me go. I am due to move on the 24 August and when I look on Toto’s website, they don’t even have full control if my accounts yet. Any suggestions about what I can do, I have not paid a penny for my Gas or Electric, since beginning of June because I have not received any bills, so don’t know who to to pay or who to give meter readings to.0
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I was with Solarplicity, around 2 months ago I decided I had had enough of the really bad customer service, so I started the switch for both gas and electricity to Scottish Power. The electric switch was no problem, Gas was due to complete on 27 July. It never completed. Due to solarplicity going under. A company called Toto Energy took over my account, and without informing me took control of both my gas and electric. The first I knew about it is when Scottish Power, sends me a letter saying they are sorry to see me go. I am due to move on the 24 August and when I look on Toto’s website, they don’t even have full control if my accounts yet. Any suggestions about what I can do, I have not paid a penny for my Gas or Electric, since beginning of June because I have not received any bills, so don’t know who to to pay or who to give meter readings to.
I see you've not been around for almost 10 years, so I can understand why you would have missed these recent MSE articles.
https://www.moneysavingexpert.com/news/2019/07/toto-energy-takes-on-majority-of-solarplicity-customers/
https://www.moneysavingexpert.com/news/2019/08/ex-solarplicity-customers-to-get-compensation-after-being-wrongl/
I have no idea who switched your electricity supply from Scottish Power, nor indeed why you didn't object to the switch when SP contacted you with a 'sorry you are leaving' notification.
I suggest you contract Scottish Power to ask:
1. when they will take over your gas supply as was promised for 27th July 2019
2. To see if SP will agree to attempt to get your electricvity supply back, despite you not objecting at the time, under the erroneous transfer protocol.
You will receive bills eventually for all energy consumed by the supplier who supplied you at that time (except if/where an erroneous transfer is agreed, in which case you will receive a bill from the originaal supplier as though no transfer had occurred) so do ensure you put money aside to pay these bills when they eventually arrive.
See you again next decade, eh? :rotfl:0 -
I was with Solarplicity, around 2 months ago I decided I had had enough of the really bad customer service, so I started the switch for both gas and electricity to Scottish Power. The electric switch was no problem, Gas was due to complete on 27 July. It never completed. Due to solarplicity going under. A company called Toto Energy took over my account, and without informing me took control of both my gas and electric. The first I knew about it is when Scottish Power, sends me a letter saying they are sorry to see me go. I am due to move on the 24 August and when I look on Toto’s website, they don’t even have full control if my accounts yet. Any suggestions about what I can do, I have not paid a penny for my Gas or Electric, since beginning of June because I have not received any bills, so don’t know who to to pay or who to give meter readings to.
Hi there, almost the same situation. Switched to new supplier (no issues), got email saying I was being switched to TOTO out of the blue. I contacted my new supplier and they stopped the transfer request (they had already flagged it as a bit suspicious), I cancelled the Direct Debit that TOTO had no permission to set up, so check your bank account and make sure they do not take any money. I assume that when TOTO took over the accounts they weren't checked for people that had or were already transferring. Have had no final bill and have no idea who to ask to finalise my account. It's a complete mess. Let me know how you get on as any information will be helpful, having read the updated articles I have no idea which of the two energy companies will be dealing with producing a final bill.0 -
Hi there, almost the same situation. Switched to new supplier (no issues), got email saying I was being switched to TOTO out of the blue. I contacted my new supplier and they stopped the transfer request (they had already flagged it as a bit suspicious), I cancelled the Direct Debit that TOTO had no permission to set up, so check your bank account and make sure they do not take any money. I assume that when TOTO took over the accounts they weren't checked for people that had or were already transferring. Have had no final bill and have no idea who to ask to finalise my account. It's a complete mess. Let me know how you get on as any information will be helpful, having read the updated articles I have no idea which of the two energy companies will be dealing with producing a final bill.
The above linked MSE article explains how several hundred (out of a total of about 43,000) accounts were being wrongly attempted to be taken over by Toto.
The article also gives an explanation as to why.
As soon as Toto were aware of the error, a stop was put in place on the switching of those incorrect accounts, and where the switch had already occurred, they would be returned immediately to the original supplier - the customer being treated as no switch to Toto had ever occurred.
(Or in your case, you stopped the switch attempt anyway
)
Compo will be paid to those affected. :money:
You switched to your new supplier of choice before Solarplicity ceased to trade, and therefore Solarplicity or rather their administartors will be responsible for calculation of your final bill.
If, when that final bill is calculated (and it could take several months!) you are owed money back, then EDF will be responsible for paying that to you.
If you owe the former supplier money, then either EDF, or more probably the Solarplicity administrator (or their appointed agent) will contact you to collect payment.
Confirmation of this info here:
https://www.ofgem.gov.uk/publications-and-updates/solarplicity-customers-your-questions-new-supplier-edf0 -
So far no compensation from Toto for trying to change my energy supply to them, and nothing from EDF regarding my final bill.
Has anyone heard anything from either of these companies yet?
Just trying to work out if it's just me that's been forgotten about and whether it's time to start chasing.0 -
So far no compensation from Toto for trying to change my energy supply to them, and nothing from EDF regarding my final bill.
Has anyone heard anything from either of these companies yet?
Just trying to work out if it's just me that's been forgotten about and whether it's time to start chasing.- Good news, EDF have automatically started supplying your energy - If you'd like to submit your meter reading, you can either call them on 0333 009 6993 - they're open Mon-Fri 8am–8pm & Sat 8am–2pm - or contact them via LiveChat.
- They'll send you details of your new contract and the terms and conditions shortly.
- If you pay by prepayment key or card, you can continue to use your existing key/card as usual.
- EDF would love you to stay with them and benefit from the great service and value that their customers already enjoy. But if you do wish to change supplier, please wait until you have received your contract as this will confirm your new account has been set up.
Solarplicity customers that were recently transferred to TOTO Energy will not be transferred to EDF Energy. If you are one of these customers you should contact TOTO Energy with any questions or concerns.
However, if you were one of those incorrectly switched to Toto Energy, you should already have been contacted by phone, email and text. It would have been explained that you would be switched back, as though no switch had ever occurred to Toto Energy.
If you think you've been wrongly switched and haven't heard anything, you can contact Toto Energy either by email at [EMAIL="hellototo@totoenergy.com"]hellototo@totoenergy.com[/EMAIL] or on 0800 802 1547.
Your transfer to EDF Energy should be live on supply with them soon. This is dependent on receiving all the information they need to get your account set up.
If you’re waiting for a refund from Solarplicity, they are working with them and the administrators. Updates will follow in the next few weeks. They’ll let you know if there’s anything they need from you.0 -
So far no compensation from Toto for trying to change my energy supply to them, and nothing from EDF regarding my final bill.
Has anyone heard anything from either of these companies yet?
Just trying to work out if it's just me that's been forgotten about and whether it's time to start chasing.
I haven't heard anything from them regarding a refund of credit on my account, so you aren't alone.LBM: Dec 2012 - Debt £38,180/ Now £0.
DFD - 17/04/2016
Gambling: The sure way of getting nothing from something.
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I haven't heard anything from them regarding a refund of credit on my account, so you aren't alone.
No one probably has, as explained by Benight above
i.e....
If you’re waiting for a refund from Solarplicity, they are working with them and the administrators. Updates will follow in the next few weeks. They’ll let you know if there’s anything they need from you.
The 6 week timeframe for final billing that normally is expected when switching supplier does not apply when a SoLR is appointed
.
That maybe as a result of the former supplier no longer trading, it is now in the hands of the administrators, and hence not falling under the auspices of the Energy Ombudsman0 -
EnergyRookie wrote: »No one probably has, as explained by Benight above
i.e.
The 6 week timeframe for final billing that normally is expected when switching supplier does not apply when a SoLR is appointed
.
That maybe as a result of the former supplier no longer trading, it is now in the hands of the administrators, and hence not falling under the auspices of the Energy Ombudsman
The heading of the topic was about EDF, but there are also posts about Toto. You are right about the transfers to EDF.
The transfers to Toto were not part of the SOLR process. Six week billing still applies to Toto. They "must take all reasonable steps to send a final Bill...within 6 weeks..."
Probably for the Ombudsman, or a court to decide what is reasonable in the context of Toto agreeing to take on contracts from another supplier, without the information they needed to administer those contracts, and placing reliance on Solarplicity for that information, when it was known there was a high likelihood of Solarplicity being insolvent.0
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