Simply switch warning

juliee_2 · 9 June 2011 at 4:59PM

After reading posts complaining about SIMPLY SWITCH not giving out vouchers, i am really panicking about my situation. We used them through this site to compare and switch gas and electric, back in march.We received a e-mail 16 March,saying thankyou for using us and with a summary of our details including address,telephone, and bank details!!! Not a dicky bird since,and my husband e-mailed them asking what was happening on the 16 May, no reply.. Have tried ringing them,no joy,they said they could not help they were just 'selling' dept,customer services goes to answer machine ,left messages and no one has called back.We are with B.Gas, and were going on their Web 11.Cannot get through to B.Gas to see if they can help. I am very surprised to see Martin still using S.Switch,anyone thinking of using them DON'T.

SimplySwitch_Company_Representative · 15 June 2011 at 2:07PM

Juliee,

I am sorry that you have had problems with your vouchers.

If it is still not resolved can you please email me with your full name and address (including postcode) and I will look into the problem urgently.

[EMAIL="Mike.Rowe@SimplySwitch.Com"]Mike.Rowe@SimplySwitch.Com[/EMAIL]

Viscus · 15 June 2011 at 2:56PM

Hi i am having the same problems is it ok if i contact you as well as my emails and telephone calls have gone unanswered

SimplySwitch_Company_Representative · 15 June 2011 at 5:36PM

Absolutely, but can I just confirm that it takes on average around 3 months for us to be able to pay the cashback.

The actual switch itself takes some time as there is a cooling off period before the new supplier is allowed to contact you, and then they have to go through a process to actually transfer the account from your existing supplier.

Our FAQ’s suggest that it will normally take between 28 and 45 days for the new supplier to actually transfer your account.

Then there is a cooling off period during which you can change your mind, and your new supplier doesn’t confirm the switch to us until this cooling off period has expired. So it is a very long process.

To allow for this delay the terms and conditions on our offer do say:

“Cash back will be paid approximately 90 days after your application date as long as the terms and conditions of the offer have been followed and there is no delay in getting your switch confirmed with the supplier. The cash back will be paid directly into your bank account. If you have not received the cash back or have any questions regarding the cash back please contact [EMAIL="customerservice@simplyswitch.com"]customerservice@simplyswitch.com[/EMAIL]”.

A lot of people do get confused with this delay, so we will look to make this message more prominent to avoid confusion and anxiety from clients in the future.

If you are outside the 90 days and haven't had the cashback then please do email me and I will chase it for you.

Mike

polly_tunnel · 16 July 2011 at 12:34PM

juliee wrote: »

After reading posts complaining about SIMPLY SWITCH not giving out vouchers, i am really panicking about my situation. We used them through this site to compare and switch gas and electric, back in march.We received a e-mail 16 March,saying thankyou for using us and with a summary of our details including address,telephone, and bank details!!! Not a dicky bird since,and my husband e-mailed them asking what was happening on the 16 May, no reply.. Have tried ringing them,no joy,they said they could not help they were just 'selling' dept,customer services goes to answer machine ,left messages and no one has called back.We are with B.Gas, and were going on their Web 11.Cannot get through to B.Gas to see if they can help. I am very surprised to see Martin still using S.Switch,anyone thinking of using them DON'T.

After the confirmation email from SimplySwitch I waited 28 days as suggested by but no word from the energy company. Couldn't get through to speak to anyone on the phone (only answering machine after a while) and they didn't respond to emails. I rang the energy companies and they had not even been contacted by SimplySwitch. Now I have lost the fixed price offer and consequently lost money due to using SimplySwitch. I suggest you use another switching service.

melstanley · 1 August 2011 at 11:16AM

Similar to previous posts I have also not been sent the £40 promised for my dual fuel enrgy switch.
The confirmation email I received is dated April 8th so well within the so called 90 day period they like to quote. I have sent this email to the customer service email address (who according to their website will repsond in 24 hours..NOT) and heard nothing and called both numbers, just an answering machine which will clearly be ignored
Martin Lewis, I am stunned as a Consumer Champion you would be involved with this company - having to chase up payment from a brand endorsed by this site (and therefore you) is ironic to say the least
Have had no such problem with Top Cashback or Quid co so recommend users go there

melstanley · 2 August 2011 at 12:39PM

Update on the last post -
Received an email from Customer Service as follows

"Dear Melanie,

Thank you for your E-mail. I am sorry for the delayed response.

We are Currently in the Process of confirming with the Supplier, the Cash Back is due to be credited around the last week of August. Any further questions please get in contact.

Regards,

Gareth Edwards

This completely blows the 90 day claim out of the water as the end of August is actually nearly 20 weeks since my acknowledgment email and 3 months since my on supply date with the new provider....
still at least I have had a response form CS, not so from Mike Rowe (authorised Commpany Rep mentioned above) perhaps he is inundated............

cing0 · 2 August 2011 at 5:10PM

I can tell you that regardless of energy supplier, simplyswitch are good at dropping data during the switching process which is good as the new supplier always coughs.

footboy · 3 August 2011 at 2:00PM

I too used SimplySwitch as they must be good as cashback is from MSE right??

I've had the first email saying to wait 28-45 days and I have done so but have heard nothing about my fix.

I called the 0800 number but it just rang and switched to answer-phone.

I've left a phone message and I've emailed Mike the rep above and will let you know how it is handled.

Yours
Steve

gedw · 3 August 2011 at 3:24PM

I too have had all the above problems. Presently at day 133 with no cash back. Have contacted them now on Mike Rowe email and will keep this forum posted.

On a general note if this company is causing widespread inconvenience in terms of its reward program then perhaps it's about time MSE de-listed them. Any comments from MSE?

eurmalian · 3 August 2011 at 3:38PM

SimplySwitch_Company_Representative wrote: »

Our FAQ’s suggest that it will normally take between 28 and 45 days for the new supplier to actually transfer your account.

Then there is a cooling off period during which you can change your mind, and your new supplier doesn’t confirm the switch to us until this cooling off period has expired. So it is a very long process.

I don't immagine that it has any effect on the vouchers, but your cooling off period is actually right at the start and is part of the 28 to 45 days. You don't get another one after the transfer is complete. Whatever it is that holds up sending them out, that isn't it...

Simply switch warning

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