Hi Ross, we're sorry to hear this. We send the Welcome Pack within 24 hours of receiving the application form from Look After My Bills and then from there, 5 more emails are sent to update you on the switch process. We apologise if you did not receive these, we would advise checking your junk/spam inbox to see if they are in there. We can confirm the supply did join us on the original agreed start date with us, we apologise if this conflicted with the information Look After My Bills advised you of. Thank you, Utility Point.