My contract was/is still in the 49/42 days ofgem switch guarantee. I contacted them on the 4th of February to try and find out if I was covered by this guarantee and was told yes I am. I explained that my window would begin on the 11th so I'd appreciate a call from the cancellation team any time after this. Fast forward to the 14th. I still haven't heard from the "loyalty team" so I tried to start my switch to EDF who accept my switch and begin it from the 11th. The 14th is when I get a notification that my switch has been stopped by the bunch and to contact them to find out why. I call the bunch on the 14th and ask why this has happened. Due to the nature of the company they needed to set up a call with me to cancel and to get this confirmed. It'll be within 3-5 working days. I explained my schedule asked to be called Thursday the 19th if possible due to working hours. Fast forward again to the 19th no attempt at contact. I call at 16:00/16:30 to enquire if they were going to call. I'm informed that there is no direct line to the loyalty team but they'll put on a urgent request so that I can be given my "loyalty call" I'm now down to 37 days left of my contract. (12 days into my switch window) With still no contact despite "urgent" contact on my account. I have just put in a complaint on the 19th to ensure I've contacted on all fronts, I'm still waiting for a response to this complaint as the contract is set up to "auto-renew" despite my several attempts of contact. At £310 a month for a 2 bedroom household I'd advise to stay away from the bunch group and look into something with a little more transparency in it's customer service. I've tried to reach out to citizens advice bureau who have told me bunch is now in breach of their verbal contract with me and neglecting their ofgem guarantee due to me requesting a cancellation several times and rejecting my switch. Thanks to this information I will be seeking legal action to recover any damages due to extreme stress and mental duress that this has caused as well as recovery for any potential overcharges incurred over the next few months, whilst I start to fight this. (I'll update if I ever get a call from the loyalty team). As confirmed below. They've responded to me via email. Still not had a phone call which works for me. I've had written confirmation my account will close in 72 hours. Job done.

I would give them 0 stars if i could. This service is a scam. Got to them with Just move in. And when I knew about the BUNCH and emailed them about the cancellation they dont even relply. They kewp on providing the unwanted services. And the irony is, my electricity supplier was changed and i don't even know abot it till now. WHAT THE HELL IS GOING ON!!

Jordan was very helpful and even offered ways for us to save money. Really appreciate the tip. He was pleasant and courteous.

Very patient to repeat himself and very efficient and timely

I spoke to Jim regarding renewing my contract and he was very helpful regarding the best options and deciding what was right for me..overall very happy with the service!

Harry was really helpful helping with our renewal and ensuring we got the best possible monthly cost for our bills. Happy with the service we received!

Easy and supportive customer service, Thankyou for your help with my account Alun.

He explained every details to my understanding

Very friendly and helpful

Had a good constructive call with Alun, thanks.