Switchd レビュー 589

Switchd からの回答

2021年12月6日

Hi Batchep,

Thank you for taking the time to share your experience with Switchd.

We are glad we have been able to find you a cheaper energy deal! We don’t only wish to save our customers money, we also want to save them time and hassle.

We find and apply for the best energy deals and work with the energy supplier to ensure the switch is completed. Customers are able to communicate with their energy suppliers like normal via phone call, live chat or email. So, we are surprised and saddened that we have added a layer of complexity. Please accept our sincere apologies if we have added to your stress.

Please email us at team@switchd.co.uk with details of your queries, and one of our Customer Experience Team members will be more than happy to help!

Kind regards,

The Switchd Team

Switchd からの回答

2021年12月6日

Hi Sophie,

Thank you for your wonderful review!

Its our mission to make switching energy as hassle free as possible. So in times like this, it is important for us to provide our customers with support and communication, so that they can rest assured knowing we have their backs and will keep them on the best deals.

Kind regards,

The Team at Switchd

Switchd からの回答

2021年12月6日

Hi Jon,

Thank you for sharing your experience with Switchd.

We hope you’re enjoying the money we have helped you save!

We are in “interesting" times indeed. So now more than ever, we are here to provide our customers with support through the current energy crisis.

Kind regards,

The Switchd Team

Switchd からの回答

2021年12月6日

Hi Lauren,

Thank you for taking the time to leave such a great review!

We are glad you know we have your back and will get you switched as soon a better deals become available. Because unlike any other service, we scan the whole energy market every day!

Kind regards,

The Switchd Team

Switchd からの回答

2021年11月15日

Hi Jeffery,

Thank you for taking the time to write a review.

We are sorry that Octopus Energy haven't yet completed setting up your account with them just yet. Avro Energy's administrators are currently working with Octopus Energy to have all the accounts transferred over. There are hundreds of thousands of account so this may take some time and we thank you for your patience.

It's unlucky that you were caught in the middle of the energy crisis. The good news is that we are closely monitoring the transfer of you account and as soon as it is completed, we will notify you. We will then resume scanning the whole energy market to ensure that you are on the best deal!

Kind regards,

Switchd

Switchd からの回答

2021年10月21日

Thank you H Styles, we really appreciate you taking the time to leave us feedback. We love helping save money with ease, so it's great to hear that you've found our service so useful and customisable!

We aim to deliver an effortless experience across all aspects of our service and it's really useful to hear your feedback about the slight confusion with email contact recently. We'll take this back to the team to ensure that we're consistently delivering the high quality service that we're aiming for.

Thanks again,
Switchd

Switchd からの回答

2021年10月21日

Hi Mike Angell,
Our team will be delighted to hear this - thank you for taking the time to leave us this positive feedback!

Thanks again,
Switchd

Switchd からの回答

2021年10月25日

Hi Mr Maclean

Thank you for taking the time to let us know about your experience with Switchd.

We are glad that we have been able to help you find competitive energy deals!

We are, however, sorry to hear that you have been receiving confusing emails. Switchd use an automated forwarding system where emails from your energy suppliers will automatically be sent to you. This is so you do not miss any important communications from them.

We can see that you were in the process of being switched from Green to Avro Energy when both energy suppliers stopped trading in September. So, you would have received more emails than usual from both of them. We can also see Shell Energy (who are taking over all of Green’s customers) sent you some emails by mistake informing you that they would be taking over. So we can understand why you would be confused!

We can see that you have been speaking our Customer Experience team via to clarify who your new supplier is and also to answer your queries about being charged by your old and new supplier. Please rest assured that thanks to OFGEM, any credit balances will be protected.

We will continue to help you with your queries via email!

Kind regards,

Switchd

Switchd からの回答

2021年10月21日

Hi Toby,
Thank you! We're so glad that you're enjoying and getting value from our service and we appreciate you taking the time to leave such a glowing review!

Thanks again,
Switchd

Switchd からの回答

2021年10月21日

Hi Purpose,
Thank you for leaving us a review, especially such a positive one! We're so glad that we could find and effortlessly switch you to a better deal. And be sure you to use your referral code so that when you do recommend us, both you and the person you're recommending can get rewarded :)

Thanks again,
Switchd

Switchd からの回答

2021年10月21日

Brilliant, thanks Steve Harrison - so glad to hear that we've been able to relieve that pressure for you! We work hard to deliver the best deals for you, from the whole market with the least effort and we love hearing feedback about how we've been able to do this.

Thanks again,
Switchd

Switchd からの回答

2021年10月5日

Hi Tim,

Thank you for taking the time to share your experience and staying with Switchd over the years.

Our mission is to have a simple product that makes being on the best energy deals simple and hassle-free so we are glad to see you have found it easy to use! Having great customer service is also important to us and our Customer Experience team will be happy to know that you appreciated their support.

Kind regards,

Switchd

Switchd からの回答

2021年10月5日

Hi Ken,

We are sorry to hear that you have found the situation with your supplier ceasing to trade upsetting and confusing. It is our mission to make energy switching as clear and hassle free as possible, even in times like these.

We can see that you sent in several emails on Friday and Saturday which our Customer Experience team responded to on Saturday. We hope we were able to answer all your questions! We had also provided a phone number for you to call if you would prefer to speak on the phone.

We do have an answer bot that automatically suggests useful articles for our customer to read. Many of our customers find these really useful as they can get their answer straight away rather than having to wait 1 working day for us to get back to them. But of course, we will always respond to queries regardless!

Kind regards,

Switchd

Switchd からの回答

2021年10月5日

Hi Hugh,

Thank you for taking the time to share your recent experienced with Switchd. We are sorry that the supplier we switched you to has now ceased trading.

At Switchd, we undertake due diligence for every single supplier we switch our customers to. Part of this due diligence is ensuring that they are approved by OFGEM, the government energy regulator, which Green was. As you may have heard on the news, the energy market is going through very difficult times and so, inevitably, some of the small to medium sized energy companies have ceased trading.

It is very unfortunate, however, all Switchd members affected can rely on us to provide support and regular updates on the situation! They can rest assured know that their energy supply will continue uninterrupted, that credit balances will be protected and that we will put them on the best deal as soon as it is possible.

We can see that our Customer Service Team wrote to you on the 28th September confirming that a refund for the remainder of your subscription was being processed which you should have received by now.

If you need any further assistance from us, please do get in touch and we will be more than happy to help

Kind regards,

Switchd

Switchd からの回答

2021年10月5日 に更新

Hi Subramanian,

We are glad to hear that you're happy with our Service.

Our super smart algorithm will search for new deals based on your preferences every single day. That means as soon as a good deal becomes available we will automatically initiate a switch, saving you lots of money with minimal time and effort on your part!

Kind regards,

Switchd

Switchd からの回答

2021年10月5日

Hi Alfie,

Thank you for taking the time to write such a fantastic review!

It is our mission to make energy and energy switching as hassle free and straightforward as possible. So always its great to hear that thanks to our clear and timely communications (especially in times like these!) our customers are clear on what is happening and feel reassured.

Kind regards,

Switchd

Switchd からの回答

2021年10月5日

Hi Lucy,

We are glad to hear that we are able to provide you with reassurance in these crazy times!

Yes- the energy market is very unsettled at the moment. But all our customers can rest assured knowing that Switchd have their back! We are still ensuring customers are on the best deals possible, monitoring the market closely and providing our customers with regular updates where necessary.

Kind regards,

Switchd

Switchd からの回答

2021年9月22日

Hi Charlotte,

We are sorry to hear that your energy supplies were taken over by a new energy supplier for unknown reasons.

Having investigated your Switchd account and correspondence between yourself and Switchd, we can confirm that we did not instruct a switch for your property to a new supplier in June 2021. We switched you to a great deal on the 14th January 2021 and We have NOT since instructed a switch for your property as there is no better deal on the market right now.

These type of things happen but there is no need to worry as there is a set procedure for it to be corrected. Although us at Switchd are not responsible for this new energy transfer, we are of course always happy to help resolve the issue! This is why we had contacted the original supplier on your behalf to inform them of this issue and who have confirmed they are working to correct it.

The reason we have advised you to call both suppliers is because this is the fastest way to have this resolved. Due to energy supplier’s strict customer data protection policy, they will speak only directly with the account holder. Apologies if that information was not communicated clearly enough.

Once the supplies are returned to the correct supplier, it would be as if you have never left them and any exit fees charged will be refunded.

Our Customer Experience team has contacted you to discuss this in more detail and we hope to soon reach a positive resolution!

Kind regards,
Switchd

Switchd からの回答

2021年10月5日

Hi Nicky,

We are sorry that the supplier we switched you to has ceased trading. As you may have heard on the news, the energy market is going through very difficult times and so, unfortunately, some of the small to medium sized energy companies have ceased trading. We know that when this happens it can be confusing but our Switchd members can rest assured that we will continue to provide support, monitor the situation closely, provide regular updates and ensuring they are on the best deals possible.

It is important to us that the switching process is as clear as possible to our customers. That is why, on the same day that your supplier announced they were no longer trading, we sent an email to all our affected customers about the news and what the next steps would be. Did you not receive that?

We understand your confusion in regards to why the switch was completed the day after your supplier ceased trading. In an ideal world one would be able to complete a switch from one suppler to the next in a few days and cancel whenever they like. However, it is actually a 21-day process and once 14 days have passed, that switch cannot be cancelled. Not by the original supplier, nor by the new supplier, even if the new supplier has stopped trading. This is why the switch was still completed, as when the supplier ceased trading the switch was 1 day away from being complete.

In addition, sometimes when a supplier stops trading, they do not cancel the direct debit that has been set up. Which would explain why the new supplier took £184. We can appreciate that this is really inconvenient. The good news is that any credit balance owed by the supplier who has gone bust will be protected thanks to OFGEM, the government energy regulator. OFGEM have appointed a new supplier to take over your energy account and that charge will go towards them now supplying your energy. Once the transfer is complete they will be able to provide your old supplier with final meter readings so you can get your refund from your old supplier.

All of our Switchd members are free to cancel their subscription any time they want- there are no conditions to leaving! There was a technical issue that prevented some customers cancelling the account themselves online, however that was fixed on the same day that it was brought to our attention.

We can see that you are in conversation with our Customer Experience team, where we aim to answer all your queries to your satisfaction.

Kind regards,

Switchd

Switchd からの回答

2021年9月20日

Hi Fiona,

We are truly sorry that your energy supplier has ceased to trade. The energy market at the moment is volatile and you cannot predict which companies will last and which ones will fail. Not to worry though, we are monitoring the situation with suppliers who have ceased to trade and keeping our customers updated on next steps. Most importantly, they are aware that the energy supply will continue uninterrupted and any credit balances will be kept safe by OFGEM.
It is likely, that although the new deal we have switched you to is more expensive than your last, it was still the cheapest deal that was available. Due to the recent sharp price increases in the energy market, the current deals are not as cheap as the deals available last year. We can look into this for you and confirm.

Our customers being able to get in touch with us is extremely important to us at Switchd, so we are surprised and sorry to hear that your emails have not been responded to. We are unable to find any recent emails that have not been responded to from “Fiona”. Please can you send an email to team@switchd.co.uk with the subject “Complaint”, and your account information and we will make sure to look into your query as a priority.

We will also be able to look into your query that your energy was switched when you had asked for your account to be paused, which we apologise for. We will be able to see if this was human error or something to do with our system.

We look forward to hearing from you.

Kind regards,
Switchd