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    • Contact Energy Ombudsman with details of how long this complaint saga has been going on.  You may find out your meters were never correctly registered to your address and will be confused with neighbours until someone goes into central database to separate out the records.  EDF may never have legally taken over the supply and under energy legislation Scottish Power are the suppliers without your consent.   /images/bitmap/ombudsman-share-image.png Energy Ombudsman: Here to help with gas & electricity complaints WWW.OMBUDSMAN-SERVICES.ORG Do you have an unresolved complaint about your gas or electricity provider? Find out how we may be able to help.  
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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 :-)  
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EVRi EVRi Hermes has 'sucessfully' lost my Graphics Card


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Hi all,

 

I have jumped into the same boat as some others here on the forum.
After many successful parcel sent by EVRi Hermes this time they have lost my parcel.
Of course silly me did not purchase full cover for it, and of course this time I was silly and brave enough to send a parcel that costs over £1000 with them first time ever and there you go...

 

My long story is:

 10 Feb 2022
    6:36am

    At the national sorting hub

    9 Feb 2022
    8:11pm

    Entered the EVRi EVRi EVRi EVRi EVRi Hermes network

    9 Feb 2022
    12:14pm

    Collected from the ParcelShop

    8 Feb 2022
    5:36pm

    Dropped off at the ParcelShop

    8 Feb 2022
    5:20pm

    Order placed

    8 Feb 2022
    5:20pm

    Tracking number provided


After 10th of February the parcel started to come and go between wrong sorting hubs.
The parcel was supposed to be delivered by 12th of February which obviously never happened.

On 13th of February my purchaser started asking about the parcel and asked me for refund instead of waiting for the parcel to ever turn up.
After a few days of emailing to EVRi Hermes asking what is going on finally I had my answer, the parcel had been sent to wrong locations which was clear based on the tracking anyways.
I had asked EVRi Hermes to re-rout my parcel back to me as my purchaser did not want it anymore.


On 17th Feb 2022 at 4:51pm there was a new update: 'Label Reprinted'
On 19th Feb 2022 at 6:38am there was again a 'Routed to incorrect depot'

 

On 21st Feb at 07:04am my purchaser was fully refunded by me through Ebay.

 

On 23rd Feb 2022 at 12:42pm there was the last 'At the national sorting hub' update.
And since 23rd Feb the only updates are: 'Claims code issued' and 'Enquiry resolved' like a lot of them.


After long emails to EVRi EVRi EVRi EVRi EVRi Hermes the final answer was received by me on 09/03/2022 02.42 PM saying 'Unfortunately this parcel has become lost in transit.'


On 17/02/2022 02.12 PM I had received the following:
'I would like to also process a refund of the postage fee paid and as a gesture of good will, I would like to increase this payment to £20.00'


However a couple of days later I had sent my bank details to EVRi EVRi EVRi EVRi EVRi Hermes and I had received that £20, nothing more.
At that point I was still hoping my parcel would turn up one day.


Since all of these happenings PackLink has sent me an email about I could start processing my claim with them to have £25 for my lost parcel, I have not done this of course as EVRi EVRi EVRi EVRi EVRi Hermes has lost my graphics card that was sold for £1070 through Ebay and that £25 would not make happy at all.


I'm now preparing my complain to them, as the first step of kicking back.
I'm more than happy to upload it to here before I send it for them for you to see if all ok etc.
Second step will be the letter of claim and wait for 10 days and after will start filling the small claim court form if I'm correct on this one.
I have read several stories here about EVRi Hermes, so it gave me some hope I could have my money back somehow.

 

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  • Devid_81 changed the title to EVRi EVRi Hermes / EVRI has 'sucessfully' lost my Graphics Card
  • Devid_81 changed the title to EVRi Hermes has 'sucessfully' lost my Graphics Card

It would be a good idea that we see anything that you are going to send them before you post it off.

I suggest that you start off doing some substantial reading of the  EVRi Hermes stories that we have on this sub- forum.

You will quickly understand that EVRi Hermes will tell you to go to Packlink and that your contract is with them.

You will also understand that EVRi Hermes will say that you didn't take out the insurance and so therefore all you are entitled to is the £20 standard cover.

After you finish reading, you will understand the arguments in respect of both of those points.

Although you will see that most of the stories so far we suggested an initial letter of complaint, this is such a useless waste of time that I would suggest you go directly to the letter of claim.

Read the stories.
Post your draft letter of claim and then we will go from there.

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  • BankFodder changed the title to EVRi EVRi Hermes has 'sucessfully' lost my Graphics Card

Good afternoon BankFodder,

 

Thank you for your prompt reply!
I'm sorry for the delay in answering and preparing my Letter of Claim, I've just been very busy nowadays.

I believe I've put everything into my Letter of Claim, please see that attached to this message.
The only thing I was not sure is the ‘gesture of good will’ part, As EVRi has paid me £20, I recon that can be subtracted from the total.

Please let me know if there is anything that I have to change or re-word in it.

Thank you for your help!

 

EVRi Parcelnet Limited_Letter of Claim.pdf

 

..

 

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Presumably you have now sent it off?

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Posted (edited)

No, I would not do that without having a green light from here :)
So how is this claim of mine, would this be ok, or should I reword it or change anything in it?

Edited by dx100uk
unnecessary previous post quote removed
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No just send it.

It's fine

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Posted (edited)

thank you, I will drop the letter off at my local post office tomorrow with 1st class tracked etc

Edited by dx100uk
unnecessary previous post quote removed
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  • 4 weeks later...

Being busy with my kids lately (twins 7 weeks old), but this is how far I've gone so far since last update:

 

8th of April, Letter of Claim received by Evri by post (EVRi)

8th of April Email had been sent with the same Letter of Claim to Evri

 

13th of April Evri had responded and named me Tom Simpson (does anyone know him?)

I had answered to Evri with my phone number and informed them about my name, no reply since.

 

26th of April as of today, Money Claim Online, claim has been filled against Evri

claim_consumeractiongroup.pdf Evri_Reply_Tom_Simpson.pdf

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Thank you. It just shows what idiots your dealing with.

Please let us know when you receive the defence and post it up here in PDF format.

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Yeah, it looks like they aren't aware of that who is who and don't even pay attention to reading theirs complaint/claim letter first till the name at least.

However once I receive their defence will upload it here in PDF.

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  • 1 month later...

You should receive a directions questionnaire soon which will ask you if you are prepared to go to mediation .

Tell them that you are .

In the meantime, start reading up all the stories here about the rights of third parties and also about the impossibility insurance .

You should have done this reading already but I suspect that maybe you haven't .

If I'm right then start reading it up very seriously so that you understand the principles

 

 

 

 

 

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Posted (edited)

Thank you for your reply BankFodder!

You have suspected it very well, I need to do the reading asap.

I'll be back soon :-)

Edited by Devid_81
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  • 2 weeks later...

I'm now filling out the Notice of Proposed Allocation to the Small Claim Track sheet and will be sending it back to County Court Business Centre today with 1st class signed and tracked letter.
On the first page under the section of Take Notice That there is something that has caught my eyes:
 

You must by 20 June 2022 complete the small Claims Directions....and serve copies on all parties.

 

To whom should I serve these copies?Evri?

Or is it something that would go to witnesses if there were any?

Sorry but I'm a bit confused :)

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Evri or Solicitor named if acting.

 

 

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Evri has sent their N180 to me just now.

It looks like they are quite busy this year until 31-10-22.

I can upload it in PDF if needed, just let me know please.

 

My paper copies of N180 should be with Court and with Evri by tomorrow if all goes fine.

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Quote

I can upload it in PDF if needed, just let me know please.

 

No thanks we have seen plenty...as long as they have not ticked yes to any applications...file away.

 

 

.

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We could do with some help from you.

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 Have we helped you ...?         Please Donate button to the Consumer Action Group The National Consumer Service

 

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  • 2 weeks later...

Your appointment details

Claim number: J4QZXXXX;

Parties: Mr David XXXXX XXXXXXX v Evri Europe Gmbh;

Appointment date: 13/07/2022;

Appointment time slot: 13:00 - 15:00

I'll be back with all details in 2 weeks time how the phone conversation went and what is the outcome.

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Don't give way on a single penny.

You could email them and tell them that if they are going to rely on the third parties issue that you will be wanting to see a copy of the contract with the parcel broker.

You can make this point in the mediation as well.

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23 hours ago, BankFodder said:

Don't give way on a single penny.

You could email them and tell them that if they are going to rely on the third parties issue that you will be wanting to see a copy of the contract with the parcel broker.

You can make this point in the mediation as well.

I did not know this is something that Herpes (EVRi) can provide me just like that!
I will email them before the mediation, as I've got a feeling EVRi will try everything to avoid paying me a penny back.
Thanks for the tip again!

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I don't imagine for a moment that you will be able to get the contract but sending them a message about it and telling them that if you don't receive it then you will be asking the judge to force the disclosure might produce some useful pressure

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On 01/07/2022 at 11:07, BankFodder said:

I don't imagine for a moment that you will be able to get the contract but sending them a message about it and telling them that if you don't receive it then you will be asking the judge to force the disclosure might produce some useful pressure

 

Email has been sent to Evri about asking for their copy of the contract with the parcel broker.

If by any miracle Evri answers to that, I will update here.

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  • 2 weeks later...

The mediation has finished.
I have received 3 calls from a Mediator as 'usual'

1st call was about 2pm this afternoon, the Mediator lady introduced herself and told me how the mediation will be processed step by step.

I told her the story, I mentioned my rights in the matter etc.

2nd call was right after the first one only waited like 5 minutes or so, Evri was trying to defend themselves with the usual "you should have gone to PackLink and did not take the insurance, there you go you were a bad boy'
Offer £300, declined immediately, I told her again that I'm a fully contracted party, therefore I'm relying on Right of Third Parties Act 1999, and told her about the unfair insurance scheme etc.

 

3rd call awaited about 15-20 minutes, Evri has changed it's mind a little, but their defense is still with third party issues and because of that the third party right is excluded with this case.
I told her I asked them about the contract with their parcel broker by email, but never received it from them.
Final offer £550, thanks but no thanks, I'll see them at the court with all evidences I've got against them.

Long story short, I was somehow expecting that the court fee will be 'bin-ed', and I would go away with £1050, but £550?
It's a joke, not sure how long it takes from this point to take them to the court, but I'm sure this will be a long story from here.

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The claim will proceed to allocation stage next...you should if not already received a Notice of Allocation N157...detailing  the hearing date the hearing fee you must pay by date and the courts directions in preparation of the hearing.

 

Post up once this is received.

 

Andy.

 

 

 

.

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We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group The National Consumer Service

 

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