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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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Wrong item delivered - Found out 9 months later


Sportsbiker
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Can anyone offer advice please.

 

Ordered a sofa bed from an online store which only sells sofa beds on 13th September 2013. It wasn't delivered until oct/nov 2013.

 

We removed it from its cover, checked that there was no damage, that it was the correct colour, and placed it back in its delivered plastics where it sat un-used until the start of July this year (was decorating the house). We took it out and after a couple of weeks we then found after removing the cushion, that it wasn't actually a sofa bed, and was just a normal sofa.

 

I contacted the company, and after a few emails, they have only offered to refund the price difference of the sofa bed/none sofa bed which has caused us an issue now. We don't want/need a sofa, we really needed a sofa bed (at a cost of £650) and this sofa is useless for us. The one we have is still in brand new condition and labels attached to it. (images were sent to the company)

 

Contacted cit advice and they've informed us to go down the formal letter route which I shall be doing, as the item delivered is not what we ordered. We either want a full refund and the sofa collected, or the item exchanged for what we actually ordered. The company is saying in their terms and conditions that we should have informed them within 28 days. I understand this, and some could argue that we should have checked that an actual sofa bed was delivered. But, if you order a sofa bed, from a sofa bed store, and one that looks exactly the same, with the same colours turns up, you would think that it was the one you actually ordered and wouldn't need to pull it completely out to open the bed part up.

 

The invoice states the sofa bed we actually ordered and date of purchase (paid by credit card).

 

I think I'll need to go down the small claims court route, but can anyone offer any suggestions as to where we would legally stand, and the likelyhood of winning at a small claims court? The company doesn't really want to help, and given the length of the timescale from being delivered to actually realising, I'm concerned that a SCC would end up pointless, leaving us with a sofa not fit for purpose, nor one we were meant to get.

 

Many thanks.

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Hi sportsbiker

 

Welcome to CAG

 

Contact your Card Provider ask to carry out a Section 75 refund, the card provider might play hardball but you will need to persist.

 

Send the following amended template, send it Recorded Delivery.

 

http://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act

 

http://www.which.co.uk/consumer-rights/action/letter-to-report-a-problem-with-something-bought-on-credit-card

 

Let us know what they say.

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Hi Rebel, thanks for the reply.

 

Thats indeed what I'm going to do, amend and send recorded.

 

With regards to the credit card company, is there a time limit that it applies to? I.E 1 year from payment date or something? I'm going to have a read of your links you posted as well.

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To the best of my knowledge, there is no time limit, but don't hang about. Enclose a copy of the invoice, take some picks of the sofa, explain that they don't match, that the propert was undergoing renovation.

 

Hi Rebel, thanks for the reply.

 

Thats indeed what I'm going to do, amend and send recorded.

 

With regards to the credit card company, is there a time limit that it applies to? I.E 1 year from payment date or something? I'm going to have a read of your links you posted as well.

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