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    • In the autumn of 2020, I decided to change energy supplier from British Gas to EDF. This went through with no apparent problem but after approximately two weeks, I received a letter from EDF saying "Sorry you're leaving us". I contacted EDF to say that I was not leaving and was told not to worry about it, that they would resolve it and to carry on with monthly payments to EDF.    Approximately 2 weeks later, I received a text message from EDF to say, "Sorry you're leaving us". I contacted EDF again to say I was not leaving and was again told not to worry and that they would sort it out. Two weeks later I had a third message, "Sorry you're leaving us...". I contacted EDF again, but this time raised a complaint because it was becoming stressful and annoying. I asked them to explain why this kept happening. After some investigation by EDF, I was told that Scottish Power was trying to "erroneously take over" my gas supply. I confirmed that I wanted to remain with EDF and did not want to move to Scottish Power. I was advised to forward any bill sent by Scottish Power to EDF so that they could deal with it, and not pay it. However, I have never received any bill from Scottish Power until July 2022.   I was then contacted again by EDF to say that Scottish Power was trying to take over my supply because my gas meter was registered at my neighbour's address, on the energy suppliers' national database. I requested that EDF change the details for me so that I could remain an EDF customer but was told that only the existing supplier could change the details and that I would have to contact Scottish Power and request that they change the details. I reminded EDF that I had never asked Scottish Power to supply me and that as my current provider, EDF should take on this responsibility, but I was told on a number of occasions that EDF could not do this and that I would have to contact Scottish Power myself.   I have since learned that I should never have been told this. Ofgem states that if a supplier tries to erroneously transfer a supply, the two suppliers involved should communicate with each other to resolve the problem as soon as possible, and not involve the consumer. However, this is where the real problems started. I contacted Scottish Power at least 20 times over the course of 2 months, by email, online chat and telephone and spent a considerable amount of time trying to resolve this issue. The main problem was that Scottish Power refused to discuss it with me because "I did not have an account with Scottish Power". I explained on numerous occasions that I did not want an account with Scottish Power and that I just wanted them to change the location of my gas meter on the national database, but they persistently refused. Scottish Power was generally very poor at contacting me, I was doing most of the running. My neighbour, who is supplied by Scottish Power and has been for many years, said that this has been an issue in the past but Scottish Power has never resolved it. He said that when I asked EDF to take the supply back from Scottish Power, his supply was also erroneously transferred to EDF against his wishes, causing even more problems. During this occasion, Scottish Power compensated my neighbour but still refused to assist me.   I have evidence of some of the correspondence between me and Scottish Power but not all because much was over the phone and on online chat. Each time I contacted Scottish Power a new member of staff dealt with it and so they had to record the same notes each time, considerably lengthening the process. I asked if Scottish Power could allocate someone to own the complaint but because I did not have an account with Scottish Power, this was not an option. After numerous emails to Scottish Power from my neighbour, who was trying to assist with the situation - sending his meter details, my meter details and asking that the database be updated with my address - he was asked to send photos of my meter to Scottish Power. I had already been asked this by Scottish Power and had duly sent them but received no response. My neighbour then forwarded the photos by his email to Scottish Power and they replied asking him to ask me to re-send the photos directly, which I did for a second time. This was the last correspondence I had with Scottish Power about the matter. They did not contact me again.   EDF contacted me to say that they had concluded the matter from their end and requested that they close the complaint, to which I agreed. A meter reader visited sometime after to read both meters and I (naively) assured myself that the details had been changed and that EDF had resumed supply. My bill increased, and my meters were then routinely read by a visiting meter reader every quarter. My last correspondence with Scottish Power was on 9th November 2020, when I emailed the photos of my meter for the second time.   Twenty months later, towards the end of July 2022, I was on holiday with my family. I came home on 13th August to find 6 letters on the doormat from Scottish Power demanding £2134.89 for gas supply. They are addressed to "The Occupier" so they have obviously not referred to my previous correspondence or attempted to ever resolve the initial request to change my details. This is contrary to recommendations made by Ofgem's "Erroneous Transfers" paper produced in 2016. One of the letters even says, "Welcome to your new home" as though they have no knowledge of the correspondence 2 years ago. I have received another bill from Scottish Power today demanding payment and threatening referral to a debt collection agency if it is not paid. The above Ofgem paper states that erroneous takeovers should be dealt with by the two companies concerned and not by the consumer at any stage. But in my case, it has been me doing all the running, all the phoning, emailing, talking online, etc. Neither supplier has really done that much and I believe that EDF should never have told me that I should try and resolve this with Scottish Power; and when I contacted Scottish Power, they should also have taken ownership of the problem jointly with EDF and resolved it directly with EDF.   I have taken legal advice and been advised that as this is a dispute between two energy suppliers rather than between myself and a supplier, it is more appropriate for me to contact both suppliers, summarise past actions undertaken by all parties, and request that the supply be transferred back to my original supplier. This sounds hunky dory but doesn't actually help. Two questions arise in my mind... 1. Do i have to pay the bill at all given that it is addressed to "The occupier"?  2. Should I provide my name in my complaint (not yet sent) or simply refer to myself as "The Occupier"? 2. I know I can refer to back-billing guidance but my instinct tells me I shouldn't have to pay any of this bill because the supply was taken over without my consent, I tried numerous times to resolve it to no effect, and was led to believe that I was then paying for the gas due to the actions of both companies. Does anybody think I have a case here and any suggestions about how to pursue it?   Many thanks if you have managed to read this far. Even more thanks if you have any advice :-)  
    • several other threads here too they will give up  just retail loss scammers, nothing ever goes back to the retailers anyway straight in their pocket straight down the pub!!   just like DCA's.   dont forget your cars v5c!! too   you MUST write to anyone one your credit file or banks etc, esp if you have debts that dont show that you might have last used/paid within say 7 yrs esle you'll get backdoor CCJ's.
    • Our produce is likely to be smaller, odd-looking, or even leathery after the hot, dry weather.View the full article
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Mobile Connections/Orange problem


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I'm sure this has been asked before but I'm a little stuck now. I'm also sure your all aware of the Mobile Connections [problem] so I won't go into it to much I'll just explain what's happened so far and would appreciate if you can all give me some advice please.


Last summer my mum signed up with Mobile Connections and for some reason took four contracts, she said she was harrassed by the agent into taking the two extra as we only needed two. In the end these phones arrived and we began to use them paying via DD. We didn't get any cashbacks and my mum took some advice given to her by a person (will post details later) who said she was a solicitor and had opened a police case in order to help everyone reclaim their cashbacks.


Her first advice was to tell my mum to cancel the DD and inform Orange of what happened and request a resolvement. She was also to provide a crime reference number for the case.


So I spoke to Orange over the phone as suggested and asked them for their contact address so that I could send this in writing. I sent this and decided to sit and wait for Orange, this was end of September. Come January I receive a letter from Orange (collections dept) saying that they want their money and we owe them x amount of pounds. I wrote back again, this time to the reply address on the bill. 10 days later I receive threats from debt collectors (moorcroft) and still no reply from Orange. I then wrote to Moorcroft a week later to tell them what's happened and you can obviously guess that they weren't being to understanding or helpful about it. Nevertheless I finally got a letter from Orange, three days after the Moorcroft deadline, who said that I should write to the Mobile Connections people and talk to them about the problem I've got (some address in Bradford) and that the debts are still due to the debt collectors. They have given me 30 days.


I then spoke to Trading Standards who said that basically if Mobile Connections screw me like they did then there's nothing I can do about it and that I have no rights. He also said that whilst I'm at the mercy of Orange what happened to me was unethical and a company like Orange should behave more responsibly and look after their clients.


So since that isn't happening I'm at the mercy of Orange do my attempts to resolve and communicate to Orange all count for nothing?


btw I had originally (in Sept) asked to pay up for the due airtime and to talk about terminating the phone contracts, or at least two of them, because of the issue yet this went ignored :(


Any advice is welcome.

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Hi there, welcome to CAG :)


Sorry, I've just noticed that you haven't had a reply yet. This really isn't my area of expertise at all, but hopefully somebody will be along soon to advise you further/point you in the right direction.


In the meantime, it's worthwhile reading through as many threads as possible in this forum to see if anybody else has experienced a similar problem.


Best of luck :)

Can't find what you're looking for? Please have a look at Michael Browne's

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I do not answer queries via PM. If you send me a PM, please include a link to your thread - any advice I am able to offer will be on your thread.

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hi my sister in law had a similar problem as yours - which i sorted out for her eventually this week - like you she took out 3 contrcts following the mobile connections/orange [problem] anyway the company went bankrupt and she couldnt afford the contracts without the cashback deal, we wrote to orange explained the situation with no reply, rang trading standards - no help! the 2 orange contract accounts went to a debt collection agency called dlc - orange sent final demand letter for the third contract which was yet to be passed to the debt collection company, i rang debt collection agency who said in all she now owed over 1000 for the 2 orange contract accounts i explained she couldnt afford to pay it all at once but she was willing to set up a payment plan especilly since she didnt want to wreck her credit history anyway the debt collection company said if she payed 319 they would write off the rest of the debt and reconnect the contracts - well we said we'd reconnect one on a lower tariff.monthly payment plan and that was them 2 accounts settled, we rang orange and the debt owed to them for the 3rd contract was 191 - they knocked off 40.00 and said she could pay the remainder at 20.00 a month till debt cleared so it was alot of money forked out over a stupid [problem] but not as bad as it could have been so maybe you should try negotiating with the debt collection company - orange have now sent a new sim card and phone for the reconnected 1 contract

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  • 7 months later...

Dear Br. imranalikhan Peace on to you.


I have been working on the Mobile Connection issue.

Though it maybe the case your matter has now been resolved the most recent updates is that and I hope you find it useful:



Updates For Customers Claiming Handset Subsidies And Cancelling Without Unfair Charges.


Hi All Peace Mercy and Blessings be on to you.



The Claim (mobile connections customers) http://www.gushussain.co.uk/Public/LegalPart.pdf


Orange had turned down adjudication for all Cisas Applications with the comments 'application submitted out of date'.


Over the last few weeks the independent appeal panel had looked at the comments of Orange and my submissions. They decided that every case I had submitted was indeed valid and the adjudication to proceed.


The Defence (Orange) http://www.gushussain.co.uk/Public/Defence.pdf


The Decision (Cisas) http://www.gushussain.co.uk/Public/Decision.pdf


The Complaint (Gus) http://gushussain.co.uk/Public/Complaint.pdf


Suggestion: Signed up through Mobile Connections for Cashback: I would ask that if issuing a Cisas Complaint consider allowing me to file it for you, that I can request to Cisas to consider not appointing the concerned neutral person as adjudicator.


Anyone wishing to contact me for suggestions and guidance is most welcome. You should contact Mark and Mohammed in the first instance.




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