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ErroneousTransfer FAQ

  • 31 May 2019
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ErroneousTransfer FAQ
Emily_Boost
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Updated 18/09/2020

Erroneous Transfer FAQ

What is an Erroneous Transfer?

An erroneous transfer is when a supplier has taken over the wrong supply, and sends you back to your previous supplier.

For example, when you sign up with us, we look up your address in a national database that all suppliers have access to. This database includes your current energy details (such as your meter type, your current/previous suppliers etc...)

Sometimes the details in the list are wrong, or bits are missing, especially if your property is a flat or a new build, and we may try to take over the wrong supply by mistake.

How long does it take to resolve?

In a perfect world, this issue is noticed early on in the process, when a customer is in the cooling off period and the switch can still be cancelled.

Of course this isn’t always the case, so for example if we’ve taken over the wrong supply, we’ll raise this to our dedicated E.T team. They then pass the details of the property to the previous supplier and start the process.

On average it usually takes about 12 weeks, but sometimes this can take longer, and be up to 18.

Due to the timescale of this, some customers prefer/find it quicker to remain with the new supplier for 4-6 weeks while the accounts are validated, and then request a fresh sign up back to us https://switch.boostpower.co.uk/get-quote .

What do I do if my property has been switched by mistake?

If you think your supply has been taken incorrectly, or you’ve cancelled the switch and it’s still gone ahead, you’ll need to contact the supplier directly.

We can also get the E.T process started.

How can you take over my supply without my consent?

This can happen if the person signing up the property has signed up the incorrect address. Unfortunately this is an industry wide process, so it can happen to anyone.

Also, not everyone who switches away from their supplier will get in touch to let them know.

With our prepayment customers, you’re not in a fixed contract so we don't uphold any exit fees, therefore you’re free to switch at any point.

We wouldn't put a stop to a customers switch unless they asked us to, or if we have a reason, such as a large debt amount which would be an objection.

How do I pay for my energy?

During the E.T process, you don’t pay the “new” supplier, because you’re returning to your previous supplier. (We treat it as if the switch hasn’t happened).

However, when you return to your supplier you’ll need to pay them for the time since you “switched”. You’ll receive a bill for the usage you’ve used around 6 weeks after you’ve switched back to us.

We’d recommend you set your weekly top up amount aside or in a savings account to avoid paying off a debt upon your return.

We understand customers don’t always do this or are unaware of the situation. So a repayment rate can be arranged.

I have smart meters, what does credit mode mean?

When you switch to a new supplier, your smart meter should be automatically put into a credit mode, this means you‘ll have ongoing supply of gas and electricity.

Can I still top up with if my meters are Smart PAYG Standard?

Unfortunately, you won’t be able to continue to top up your meters, and they’ll stay in credit mode until your supply’s returned to us. In this scenario we’d encourage you to pop the money aside as advised above. Once you’ve returned to us, you’ll receive a statement with a breakdown of your usage, and a repayment rate will be offered to you.

I have a key/card meter, can I still top up with Boost?

With traditional key and card meters, you’ll be able to continue to top up with our key/cards. This ensures you’ll pay our rates and nothing will essentially change for you.

What happens in an emergency?

Even though we’re bringing your supply back to Boost, in an emergency situation you’ll need to contact the new supplier, as they’re responsible for your meter.

An emergency situation might be that you’re off supply because your meter has a fault, you’re unable to top up and your key and/card has stopped working or has been misplaced.

 

 

9 replies

A
Rank

This is so frustrating, I just dont know what is going on :-

1, Boost sent me a message about a month ago saying my electricity is being switched to another          supplier,

2, Telephoned Boost and was told Bulb Energy are taking my electricity account, too late to stop it.

3, Contacted Bulb Energy by email they replied that the switch was stopped.

4, Emailed Boost to let them know, then got a reply that the switch would be objected too and I am staying with Boost.

5, Another message from Boost saying my Electricity supplier is changing.

6, I have not been charged for Electricity since the 17th of December

7, Telephoned Boost and was told it is because British Gas are taking over my electricity supply.

8, I now have to contact British Gas, they have not contacted me in any way.

9, All this is very stressful and none of my fault, all of it has not been requested by me.

10, Is it some sort of scam by people trying to get commision for energy switches.

11, Surely a switch should only take place if the customer directly requests it.

Is this one of the worst years ever?

A
Rank

Just been chatting to British Gas and they have no record of the switch at all.

Told me to tell Boost, crazy.

A
Rank

Sent an email to hello@boostpower.co.uk

Explainig that British Gas know nothing about the switch. British Gas have checked and have no record of it.

Reply from Boost “Contact Customer Services.”

Just keep going round in circles.

 

A
Rank

Had enough, contacted Utilita and have signed up with them.

Just for the record, switches should not be put into action without contacting the customer.

Possibly just a mistake but why was I not told about any of it.

Tim_Boost
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Sorry to hear about this, @AlanM - please see the FAQ topic I moved your post to for more info. 

 

It sounds like I’m too late to help with this. However, starting a new switch tends to be the best action if it’s too late to cancel. Whether that be from Bulb to Boost, or now it seems, from Bulb to Utilita. 

 

For more info on what can cause these bizarre issues, see above.  

A
Rank

Thanks for the reply Tim. I did not know what else I could do. It got very frustrating. Utilita have sent me a welcome booklet. Bulb Energy or British Gas have sent me nothing, so the problem appears to be just with Boost. When I phoned to tell support the whole saga and say I have applied to switch to Utilita, she said what do you want me to do about it?. I said put it on record that I am moving to Utilita and talk to the customers before initiating a switch.

I
Rank

Hi there,

 

We recently had an errouneous transfer from our usual supply company over to Boost at our address but under a different name. We then also, within less than 12 hours of the unwated supply change, had both our gas and electric cut by Boost resulting in over 4 hours with no power or heating during snowy weather with two young children in the house and two adults who needed to work from home as well as nearly £1000 debt added to our meter. To be re-connected we have had to have our whole smart meter system replaced (which we will have to re-replace to return to our previous supplier!)

Although we now have our supply returned and some emergency credit issued (although not with a company that we chose nor with an account under our name) we are now trying to submit a complaint via email however the email keeps getting rejected as it is not linked to a current account’s email or name, which, as mentioned above, we don’t actually have an account with Boost ourselves.

We don’t have access to the account details beyond the name on the account and our address (which is all explained in the complaint letter) so can’t provide these in the email or use the email address linked to the account. We seem to be going in circles and just want the situation resolved. What email can we send this complaint letter to?

I
Rank

Just to add to this, we rang up the boost line again to ask how we are going to get the letter read by anyone who deals with complaints, to get our 4th rejection of the letter as it's not from the email linked to the account… Which as it was nothing to do with us, we don't know the person’s email address and have no access to it (funnily enough as that's our main complaint). So again, who am I meant to email this letter to?

Bradley_Boost
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Userlevel 4
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I’m really very sorry to hear about your Erroneous Transfer situation @ian46.

 

It’s reassuring to hear you’ve managed to get yourselves back over to your previous supplier. Please check out the topic above to get some idea of how things like this can happen. From what you’ve described, it quite possible somebody has tried to switch to us, but mixed their supply details with yours.

 

In regards to trying to raise a complaint, in most cases you should be able to get one raised and escalated to Boost complaints team through an agent over the phone directly, on 0330 1027517, between 8am - 8pm, Monday to Friday.

 

Here’s a full breakdown of our complaints procedure for your information too.

 

All the best,

I'm here to give you a Boost!

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