Hi Maxine. My problem has still not been resolved. Here is a post that I recently posted on Trustpilot. I signed up nearly 4 months ago with Look After My Bills but cancelled within a few days, well within the cooling off period. Although LAMB has informed me that it was cancelled, I was still signed up to Utility Point. I have over the past few months been 40-50 hours on the phone and by emailing LAMB, Utility Point, SSE and Barclay's bank to sort this mess out. LAMB raised an investigation 70 days ago claiming the matter would be resolved within 7-14 days. They have consistently claimed that Utility Point refuse to cooperate with them. (See below an email received from LAMB ON 4-12-20.)Hi Neil, I hope you're well. I'm getting in touch with regards to the conversation you had with one of my colleagues and the complaint you raised with regards to the cancellation of your switch to Utility Point that they have not yet processed. From looking back at your account, I can see that your switch was cancelled and processed by a customer service advisor on the 10/12/2020. This means that once Utility Point does come to review the investigation we have raised they will be forced to conclude that the cancellation was both correctly processed within the cooling-off period. I can see that my colleague J*** has escalated the investigation with Utility Point; once this information is reviewed they will be forced to revert your supply back to SSE and refund any funds that have been taken. I propose waiting for the results of the escalation - Utility Point should respond within 6 days. I am aware that Utility Point has acknowledged that an investigation is underway - if they do not respond within this timeframe, I can draft an email on your behalf - filing a complaint directly with Utility Point, wish should catalyse a faster response.I appreciate that there has been a significant delay to this process and it has been frustrating and time-consuming for you. For this reason, I would be happy to offer a goodwill payment of £30, to compensate you for the inconvenience caused. If you would like to schedule a call to discuss this matter further, please let me know and we can schedule a call next week. All the best, DanielSenior Energy Advisor and Complaints ManagerLook After My Bills On Sunday 17-1-21 I received a lengthy personal email from Ben Bolt, CEO of Utility Point apologising for the distress caused by the 4 month unresolved situation.Following intervention from Ben Bolt, yesterday (18-1-21,) I received an email from G*** D**** Head of Operations at Utility Point Ltd. Remarkably he states that LAMB has not made any contact with him regarding an erroneous transfer. They are quite clearly blaming each other. (See below.)On Monday, 18 January 2021, 12:07:59 GMT, Glen Davis wrote:Good Morning Mr Milkins, Thank you for your email. Your details have been passed to me to investigate your concerns with your switch to Utility Point that was not cancelled via Look After my Bills. Firstly, I would like to apologise for any inconvenience this has caused, it is never our intention to treat any of our customers this way. On review of your account, I am unable to find any evidence that Look After my Bills requested to cancel the switch on your behalf. I have requested confirmation of this from Look After my Bills and am currently awaiting their response. In the meantime, Utility Point have agreed an Erroneous Transfer with your previous supplier, and your supplies will return to SSE on the 29/01/2021. Once your supplies have returned, SSE will continue to bill you for the period it switched to Utility Point, and we will not charge for this period, so it will be like your account never closed with SSE. I am unsure why a colleague emailed you on the 11/01/2021 to advise we initially attempted to cancel the contract, when this is not the case. Feedback will be provided with further training. I shall be reviewing our processes with Look After my Bills and hopefully look to improve the customer’s journey. Following our licensing conditions as set out by Ofgem, I have applied £30.00 credit to your account as an Erroneous Transfer had taken place, and this will be refunded within 3-5 working days. Thank you for bringing this to our attention, if you have any further questions please do not hesitate to contact me. Warmest RegardsG*** D****Head of OperationsUtility Point Ltd(And the saga goes on and on.)
Neil Milkins ● 1578d