Economy Energy administrators demanding balance which has been paid

[bob2016]

but the account is in dispute,

 

 

i first complained to them around 10 weeks ago,

and the Ombusman is involved,

as from two days ago,

and she's was told by British Gas to set aside the money until the 'erroneous transfer' is sorted.

 

 

She's not refusing to pay anything,

only asking for a copy of the recording of the cold call and proof they have a valid contact.

 

 

Next week i'll contact the Citizen Advice and pass on the details.

 

Can they trash her credit rating without go to court? Sorry for the simple questions

 

Can't the Ombudsman stop the demands until they resolve the complaint?

Edited January 28, 2017 by bob2016

[dx100uk]

so what if its in dispute?

there are no 'laws' stopping them from doing anything. only guidelines

including trashing her file

let the omb deal with it all.

[bob2016]

So, just report to Ombudsman and not worry, ok thanks

[azzadle]

So, just report to Ombudsman and not worry, ok thanks

 

Has an ET (erroneous transfer) been initiated by EITHER Economy Energy or BG?

 

If so, has the other party ACCEPTED the ET?

 

IF it has been accepted it can take 6 weeks to return the supply. In this instance tell EE to , as BG will bill her for the period EE held the supply as if they never took it and any monies owed is not payable to EE.

[bob2016]

sorry, don't think i quite understand. EE cold called my mother and they claim they have a verbal agreement that she wanted to switch. So, EE initiated the 'erroneous transfer' as you might politely put it , correct?

 

Neither EE or BG has accepted the 'ET' the Ombusman is investigation the transfer atm. They said it will take up to 10-12 weeks.

 

really don't understand about the billing.

 

Mother pays by meter key and card. The electric key money is going to Economy Energy at the moment. And we were told by British Gas that if it proved to be an ' erroneous transfer' they would have to refund the money back to British Gas. British Gas also told us not to pay the Gas, just set aside the money and pay once the problem is resolved.

 

Just a thought can British Gas be more active in getting the account returned. Because my Mother would like it returned to them, and she is a vulnerable 79 yr old who's been with them for 40 yrs.

[dx100uk]

IMHO I believe BG should be auctioning the ET immediately?

not awaiting the ombs , they play no part in that.

 

sure we've seen the likes of this before with BES and it was instantaneous, and investigated afterwards.

[dx100uk]

seems like most companies its 20days by a quick internet search

[bob2016]

Sorry really confused by this, British Gas should be, i assume, 'actioning', this Economy Energy immediately? British Gas did contact EE but EE claimed they had a valid verbal contract.

 

That was a round 9-10 weeks ago.

 

BG said they couldn't do any more because of the claim by EE.

And that we had to complain to Economy Energy, so we've been through Stage 1 and 2 of complaints procedure.

 

Then i contacted the Ombudsman who said they couldn't get actively involved until after 8 weeks had passed, but that i should go back to EE and complain again. Which i did via recorded letter and enclosed a SAR.

 

Phoned EE last week, threes weeks after sending the letter,

they claimed they couldn't find the letter,

asked them to check,

still couldn't find the letter.

 

Asked if they could check again because i had sent it three weeks ago so it should had arrived.

After asking if they could look for the letter three times, they couldn't find any sign of the letter.

 

Then mentioned it was sent three weeks earlier via recorded delivery and that someone from their company had sign for it.

And that i had addressed it to the person i was talking to on the phone, so it should had landed on his desk!

 

Well what do you know, they found the letter.

Told that the matter had been passed onto his manager, asked for name of manager, asked to speak to manager, manager was off sick! I could go on.......seems like if he's off sick for six months i shouldn't expect a reply before then.

 

oh and, an office manager said that it's taking time to reply because they looking into the 'legal aspects' of the SAR.

Like they're never received one before.

[silverfox1961]

Morning,

To me, this sounds like EE are blocking the transfer because they have a verbal agreement. OK, prove it!

The account was transferred erroneously in the first place. EE have been slapped before for doing this so it seems they keep their heads down for a while then carry on breaching the rules and the agreements made with OFGEM to stop doing it.

 

I would contact BG in writing to ask why they are unable to accept the transfer. Even if EE did have a verbal contract, that should not stop any transfer.

 

As for BG saying to keep the money aside. Your mum is on a card/key meter so saving the money is not really an option.

[bob2016]

the first part is correct, EE are claiming a verbal contract with a 79 yr old with hearing difficulties.

 

I've been asking for a copy of the phone call for ten weeks or so. Sent a SAR just over a month ago, no reply - person dealing with it was 'off sick' when i phoned last week. Office manager said it'll have to wait until 'Sam' returns.... it went on...

 

Ok, BG said they couldn't take the account back because EE claimed a valid verbal contract. That we could pay off EE and then cancel the account (or try to) and return to BG. But, that would be opening a new account with BG rather than complaining that it's an 'erroneous transfer' and that there's something dodgy going on here.

 

Interested in hearing if anyone think's BG could do more in taking the account back. Or at least help us to get it returned.

 

Mother is not paying money on her Gas card, at the moment. BG suggested setting it aside until the matter is resolved.

 

Electric is paid on a BG key but get's automatically re-directed to EE.

 

Thanks for all the help so far,

bob

Edited January 31, 2017 by bob2016

[bob2016]

OK, they're not replying to my letter sent over a month ago. Instead they're trying to phone my Mother again, despite that fact that I made it clear in the letter that she's almost completely deft and wouldn't be able to follow any phone conversation.

 

What is the formula of words to insist that they only contact my Mother by letter in the future, and stop the phone calls.

 

Wouldn't trust these people on a phone.

[silverfox1961]

I'm assuming your mother signed a letter of authority to allow you to write to them. As they are not following the contents, this is grounds for another complaint.

 

I am going to look for some OFGEM guidance on this matter. I do know that when the OFT was in operation, they had the guidance that so long as the consumer maintained contact by their chosen method, the company must agree to that however, that was for credit agreements and not energy matters so a bit more research.

 

In the meantime, why not ring them and record the conversation. You can post up a transcript of what was said but without any identifying details. Don't post a recording.

[silverfox1961]

All I have found so far is the Erroneous Transfer Customer Charter that every company must abide by

 

https://www.google.co.uk/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&cad=rja&uact=8&ved=0ahUKEwi51ZTMtpDSAhUIJMAKHaj6A88QFgguMAI&url=https%3A%2F%2Fwww.ofgem.gov.uk%2Fpublications-and-updates%2Ferroneous-transfer-customer-charter&usg=AFQjCNEju3OMM3GkCbBtBMjaa5wUJVbmuw

 

As it stands EE are frustrating the move so you could always email one of the directors

 

lubnakhilji@economyenergy.co.uk

 

Make sure that OFGEM are kept in the loop but if you haven't contacted the Energy Ombudsman as yet, I suggest you do so but point out to them that your mum is vulnerable and time is of the essence.

 

I would also think that the 40 days for the SAR compliance is over and as such, you can file (yet another) complaint and inform the Information Commissioner too.

 

If EE fail to release all the data, you can also take court action under the DPA to get them to comply. This does cost however as they are in breach of the law and as such you should win and get your court costs back.

[bob2016]

The SAR information is also overdue, I know I've seen a fellow up letter giving them another 7 days or something. But can't seem to find it. Anyone know where it is?

[dx100uk]

library

 

 

data protection

[bob2016]

Thanks dx, whats with the court order. Never been down that route......is it going to cost?

 

the 40 days include weekends right? sorry for dumb questions

[silverfox1961]

The 40 days are straight days, not working days so they include Saturdays and Sundays but not bank holidays.

 

The court route is by far the fastest way but I can't remember which form to use.

[dx100uk]

If they fail to provide the information, send them a chase letter, giving a further 7 days, if they fail after this then, lodge a complaint with the ICO.

 

http://ico.org.uk/

 

 

 

 

change it to above

[bob2016]

thanks dx, i'd rather do that than threat an energy company with the courts. When i haven't a cue what i'm doing

[azzadle]

sorry, don't think i quite understand. EE cold called my mother and they claim they have a verbal agreement that she wanted to switch. So, EE initiated the 'erroneous transfer' as you might politely put it , correct?

 

Neither EE or BG has accepted the 'ET' the Ombusman is investigation the transfer atm. They said it will take up to 10-12 weeks.

 

really don't understand about the billing.

 

Mother pays by meter key and card. The electric key money is going to Economy Energy at the moment. And we were told by British Gas that if it proved to be an ' erroneous transfer' they would have to refund the money back to British Gas. British Gas also told us not to pay the Gas, just set aside the money and pay once the problem is resolved.

 

Just a thought can British Gas be more active in getting the account returned. Because my Mother would like it returned to them, and she is a vulnerable 79 yr old who's been with them for 40 yrs.

 

Apologies for the dreadfully slow reply, not been on for a while.

 

Either party can initiate an ET request. If BG do this, they will inform EE of why it's been raised and EE have the option to accept or reject it. From my experience, we see literally hundreds of these a day, EE are utter swines and just blanket reject them claiming a 'valid contract'. EE themselves can initiate it also, but will only do so if they are wrong (have the wrong supply address for example) and it then will need to be accepted by the other supplier it's returning to.

 

Unfortunately, if they had any contact with her they will just pull the valid contract card.

 

They will also ignore you until they are forced to intervene. They're pretty much what the payday loan market was like 10 years ago - we do what we want, when we want and we don't care :/

 

You know something shady is going on when this time last year they were taking about 150 customers a week from one particular supplier, that's now in the region of 3500 a week..

[bob2016]

Thanks azzadle, so if BG initiate an ET request, EE can just refuse and 'claim' valid verble contract, one that they won't share a copy with ? Correct?

 

A little concerned about sliverfox mention of the need for a 'letter of authority', i didn't know anything about needing to send such a letter. I originally contacted them by phone, and i believe they asked for her permission over the phone, really can't remember. The SAR was sent in my Mothers name and signed by her. Is there a template for a 'letter of authority, got another letter to send to them, so i can enclose it with that.

 

just thought this through, stage 1 and 2 of the complaints procedure was via phone. They discussed it with me then, at length. I also did a three week follow up call (20 min), spoke to an adviser and office manager and they both discussed it with me, so i assumed I'm alright on the 'authority' front.

 

The latest is that EE are trying to install a Smart Meter in the next few weeks. I've found the Ofgen page where they says smart meters aren't compulsory, so ok there.

 

I would like to send something to stop National grid just turning up and trying it on. I know there is a way of telling people that they don't have a right to access from the gate onwards. Anyone know what this is? Banning visits from these people? All legal like

[dx100uk]

National Grid?

 

 

they have to ask you permission

you simply say no.

 

 

but

as a total side note

smart meters are a very good thing

had mine doe after 3yrs of waiting a few months ago

and it def saves you money and makes you more energy ware and save money

 

 

the other is that BG use smart metres too and I can say their online portal in brilliant

[bob2016]

thanks dx, the thing is, if my Mother is in alone, and a guy turns up and says he's here to install a smart meter i'm sure my mother, out of politeness if nothing else, would let him in . The fact that he's an 'official' well that'll play a factor too.

 

I'm writing a very clear letter to EE, and asking them to pass on a copy to National Grid Smart, but i'm sure they won't. So i'd like to send one direct to the National Grid folks to explain the situation

 

We just don't won't anything from EE.

 

May consider a smart meter once the account is returned, nothing against Smart Meters, just EE.

[dx100uk]

don't blame you.

[azzadle]

Thanks azzadle, so if BG initiate an ET request, EE can just refuse and 'claim' valid verble contract, one that they won't share a copy with ? Correct?

 

 

Correct, but they can provide copies of calls, which will be included in the SAR and will also include the sales call.