IRESA - refusing switch ; DO NOT USE!

Mistermeaner · 25 April 2017 at 9:30AM

MoneySavingExpert.com Insert 27 July 2018:

Iresa has ceased trading. Read our news story for what to do if you're affected:

Energy firm Iresa ceases trading - here's what it means for customers

Back to the original post...

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Hi

My tale of woe; partly as a warning to others but also in case anyone has useful advice:

Moved into new house (purchased not rented) 18th feb. House currently supplied by british gas - took meter readings, they matched the sellers and confirmed these with british gas

A week or so after moving in get round to looking at bills etc.- used a price comparison site and selected IRESA on basis of price. direct debit set up.

They took first direct debit payment in March

As time goes on they still hadn't registered us, so couldn't submit meter readings (so still technically with british gas)

Beginning of April IRESA take a 2nd direct debit payment (despite us still being with british gas)

Finally 7th april email from IRESA asking for meter readings as they have now set up our account

I duly tried to submit through their online portal, but this wasn't set up to allow this. I tried phoning and gave up after 20minutes on hold. Finally found an email address and sent the meter readings via email.

Seeveral days later my online account updated with the gas reading but not the electric

I tried phoning and emailing and using their online portal - all without success. I then got a message saying all my issues had been resolved - I checked the website ; nothing resolved!

Due to the poor customer service and being unable to contact them I initiated a transfer to EDF (who I've used before and at least are contactable!). I cancelled my direct debit as I didn;'t want IRESA taking any more of my money (my account in considerably in credit given they have taken 2 monthly direct debits but only been supplying me for a couple of weeks)

received a message from EDF yesterday saying that IRESA have blocked my transfer. Later in the day I received a stock message from IRESA telling me I need to set up a new direct debit with them.

I have again tried to phone (pointless), I've emailed them and written a letter explaining I wish to move, they owe me money (although I will of course pay any amounts due) and that they have no right to block my transfer as my account is in credit.

As always no response from them.

Just to be sure I have spoken with british gas who have confirmed they closed my account with them on 7th april; as far as british gas are concerned IRESA took over both my gas and electric on 7th April.

My IRESA online account is still showing no electricity account and nearly £200 in credit

Any suggestions; EDF say they can't do anything

How do I make IRESA allow the transfer?

molerat · 25 April 2017 at 11:31AM

You start the formal complaint process.

I have been with them since 30th Jan and my electric meter is still not set up. Am I unduly worried, not really. They are paying me 4% on the credit balance and I know exactly how my account sits through my own spreadsheet. I may start worrying next Jan if they have not sorted it but I will cross that bridge then.

Mistermeaner · 25 April 2017 at 11:43AM

Thanks; I've had bad experience in the past trying to recover overpayments - its now a point of principle as they are impossible to communicate with. I'd sooner avoid a problem down the line by acting now rather than waiting a year!

luckwudaveit · 25 April 2017 at 12:51PM

Try contacting them by direct message on Twitter. I had an instant response.

If Twitter isn't your thing, then be patient. Iresa are notoriously difficult to contact but you are being supplied gas & electricity meantime. You need to keep the direct debit active, not just to pay them, but also for them to refund you should you leave.

Starting another switch while one was underway is not perhaps advisable as it just adds confusion. But that's not advise for your situation as it's water under the bridge.

spiro · 25 April 2017 at 1:44PM

IRESA can only object to you switching if you have a debt with them. To be a debt they must have issued a bill which you don't pay within 28 days. If they have not issued a bill then they can't object.

SpotlandRules · 25 April 2017 at 8:17PM

Sometimes cheapest is not always the best

Mistermeaner · 26 April 2017 at 9:24AM

and so here we are in a stand off!

I had some email communication with IRESA where they explained they will block me transferring unless I set up a direct debit...

However they owe me money! and not to mention they are unable to generate a bill (final or otherwise) as they are not able to input my meter readings for electric (the online portal doesn't work and those I have sent by email they cannot register)

Surely they cannot block me from transferring while they sort out their own mess?

Me paying them another months direct debit to put my account even further into credit is not to me the answer

Furthermore I see no requirement in my contract for me to have an active direct debit

Woofwoof · 26 April 2017 at 9:33AM

Iresa have been pretty useless, not responding to emails, I can't get a phone call answered, and their web site keeps "hanging" and cutting out, so I can't submit a meter reading that way. As mentioned, setting up Electricity accounts seems a particular problem for them - how hard can it be? But, both British Gas and EDF have been useless in the past when I have swapped ... I'm having to go for the hope-it-will-sort-itself-out in the longer term approach, which is pretty dire with all the technology we have today.

footyguy · 26 April 2017 at 9:34AM

No issues here accessing Iresa online account ...

footyguy · 26 April 2017 at 9:36AM

Mistermeaner wrote: »

and so here we are in a stand off!

I had some email communication with IRESA where they explained they will block me transferring unless I set up a direct debit...

However they owe me money! and not to mention they are unable to generate a bill (final or otherwise) as they are not able to input my meter readings for electric (the online portal doesn't work and those I have sent by email they cannot register)

Surely they cannot block me from transferring while they sort out their own mess?

Me paying them another months direct debit to put my account even further into credit is not to me the answer

Furthermore I see no requirement in my contract for me to have an active direct debit

Your best advice was given in the first sentence of the first reply given as early as post#2

Mistermeaner · 26 April 2017 at 9:57AM

thanks; forgive my ignorance what is the formal complaint process? I have asked IRESA and told them I want to escalate this issue as a formal complaint but.... no response!

IRESA - refusing switch ; DO NOT USE!

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