An ‘erroneous transfer’ (or ET) refers to when a property has been switched by mistake.
This can happen for the following reasons:
- There’s a mistake on the national gas/electricity database (either with your address or meter details)
- There’s been a human or systems error when switching
- You details have been used fraudulently to switch
As an energy customer, you’re protected if this happens and retain the right to be with your preferred supplier. More info here.
How would I spot this?
- You might receive an email or letter from your current supplier saying “Sorry to hear you’re leaving”, but you don’t want to leave
- You receive your welcome letter from a new supplier and notice your address/details are wrong
- You receive a final bill
How can it be resolved?
- Either one of the suppliers can get in touch with the other to advise of the ET
- We will confirm some information so we can make sure we’re taking the right steps
- You’ll be transferred back to the right supplier, which can take around 12 weeks
- Your Direct Debit with your correct supplier will continue
- The correct supplier will bill you for the ET period once the process is complete
Hopefully this won't happen, but if it does, we hope this helps explain what it is and how we can help. Feel free to post any questions below...