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  • FIRST POST
    • mr_ottermole
    • By mr_ottermole 22nd Nov 16, 9:23 PM
    • 19Posts
    • 1Thanks
    mr_ottermole
    Gb energy leaving issues and refund
    • #1
    • 22nd Nov 16, 9:23 PM
    Gb energy leaving issues and refund 22nd Nov 16 at 9:23 PM
    Hello

    I'm looking for advice on switching suppliers and getting a final bill and refund from gb energy.

    I moved on 11 November but haven't had anything through from gb such as a final bill. I have worked out my last bill and I think they owe me 65 which is three months bills for me.

    I've tried contacting gb through twitter and email and website with no response. Their phones are always busy.

    Csn anyone advise how long I have to wait and what to do if I don't get a reply. I need the money so I can pay my new supplier. If I dont get this money back I may be forced to take a loan to cover the winter use and I am worried about being in debt to the new supplier as well

    I had no issues with n power so why can't I get my money back from gb energy

    Advice welcome thanks
Page 1
    • Hengus
    • By Hengus 22nd Nov 16, 9:49 PM
    • 4,352 Posts
    • 2,559 Thanks
    Hengus
    • #2
    • 22nd Nov 16, 9:49 PM
    • #2
    • 22nd Nov 16, 9:49 PM
    Wow - you clearly don't switch very often. Suppliers have up to 35 days to transfer your supply and 6 weeks from the date of transfer to produce your final bill. Refunds may take up to a month depending on the supplier and how much credit you have built up.
    • mr_ottermole
    • By mr_ottermole 23rd Nov 16, 8:29 AM
    • 19 Posts
    • 1 Thanks
    mr_ottermole
    • #3
    • 23rd Nov 16, 8:29 AM
    • #3
    • 23rd Nov 16, 8:29 AM
    Thanks hengus I've only been in my own property four years and have switched three times this being my third. Never had problems in the past as my refund came quickly so don't have the experience of others who have lived in their own house for longer.

    I'll give them the time and then go to the ombudsman. They are making money out of my money whilst I'm struggling to afford to have the heating on at all which I object to.

    Thanks again
    • Hengus
    • By Hengus 23rd Nov 16, 8:45 AM
    • 4,352 Posts
    • 2,559 Thanks
    Hengus
    • #4
    • 23rd Nov 16, 8:45 AM
    • #4
    • 23rd Nov 16, 8:45 AM
    Thanks hengus I've only been in my own property four years and have switched three times this being my third. Never had problems in the past as my refund came quickly so don't have the experience of others who have lived in their own house for longer.

    I'll give them the time and then go to the ombudsman. They are making money out of my money whilst I'm struggling to afford to have the heating on at all which I object to.

    Thanks again
    Originally posted by mr_ottermole
    You may find that things move faster. The problem is that the behind the scenes procedures that underpin the domestic energy sector would be worthy of a Third World country efficiency award. Ovo, for example, used to state that it could take them up to 12 weeks to produce a final bill if an independent gas transporter was involved in the switching process.
    • sillygoose
    • By sillygoose 23rd Nov 16, 5:31 PM
    • 3,928 Posts
    • 3,990 Thanks
    sillygoose
    • #5
    • 23rd Nov 16, 5:31 PM
    • #5
    • 23rd Nov 16, 5:31 PM
    Gb Energy seem to have sacked all their customer service staff, or they have all gone a winter cruise together!

    I have regular issues with them but they have always been responsive.

    I have had no response to my email several days ago asking why my last bill showed a £4000 miss-charge that looks like it was adjusted off again. I want to know what happened.

    Usually I get a quick response via messaging on their Facebook page but that is being ignored too.

    I tried a direct email which has worked in the past but that bounced saying they don't respond to this method any more.

    I could try phoning but usually find the phone people don't have the power to fix my readings issues fully.

    Hello GB Energy??? anyone out there??????
    • marble
    • By marble 23rd Nov 16, 6:21 PM
    • 251 Posts
    • 231 Thanks
    marble
    • #6
    • 23rd Nov 16, 6:21 PM
    Slow Response
    • #6
    • 23rd Nov 16, 6:21 PM
    I moved house a month ago and opened a support ticket requesting a final bill and closure of my account. Heard nothing until today where I got a ticket update saying

    "At the moment we are experiencing higher than anticipated volumes, so it’s taking a little longer to respond than we would normally like."

    Sounds like they're having some issues.
    • sillygoose
    • By sillygoose 23rd Nov 16, 7:04 PM
    • 3,928 Posts
    • 3,990 Thanks
    sillygoose
    • #7
    • 23rd Nov 16, 7:04 PM
    • #7
    • 23rd Nov 16, 7:04 PM
    I am on fixed but didn't they ramp up their prices massively recently for new and non fixed customers?

    I presume they are struggling to cope with the exodus of people leaving and have either cut staff or they are jumping ship.

    As is usual with cut price firms, they never seem to be sustainable.
    • Kevin B*
    • By Kevin B* 24th Nov 16, 11:50 AM
    • 1 Posts
    • 0 Thanks
    Kevin B*
    • #8
    • 24th Nov 16, 11:50 AM
    • #8
    • 24th Nov 16, 11:50 AM
    I have been trying to find out whether my account has transferred to GB Energy since mid October but my three query forms have generated only one useless response. Money has been taken by them, and money refunded, no idea why. Emails to them are not accepted anymore. I have just given up trying to phone them after 33 minutes on hold. I would leave them if I knew I was activity them!
    • sillygoose
    • By sillygoose 24th Nov 16, 6:58 PM
    • 3,928 Posts
    • 3,990 Thanks
    sillygoose
    • #9
    • 24th Nov 16, 6:58 PM
    • #9
    • 24th Nov 16, 6:58 PM
    Its got all the signs of a company about to go belly up.. what happens to our supply when they do?
    • Hengus
    • By Hengus 24th Nov 16, 7:08 PM
    • 4,352 Posts
    • 2,559 Thanks
    Hengus
    Its got all the signs of a company about to go belly up.. what happens to our supply when they do?
    Originally posted by sillygoose
    OFGEM steps in and it will move all customers to another supplier. (Supplier of Last Resort). There have been recent changes to the Supplier of Last Resort rules to protect consumer credit balances (yet to be tested).
    • asnac
    • By asnac 24th Nov 16, 7:49 PM
    • 15 Posts
    • 11 Thanks
    asnac
    A company to be avoided
    GB Energy were a very cheap supplier but massively hiked their prices recently. I switched but they still owe me £100. I sent them two messages on their website asking how/when they proposed to reimburse me, tried to phone but could not get through, sent a hard copy letter, eventually filled out a complaint form saying my next step would be Ofgem. They claim that they get back to customers after 48 hours but believe me that doesn't happen!

    And they still had the effrontery to attempt to take this month's direct debit! Luckily I had cancelled it after I switched to a different company, and it shows as a debit and then an instant credit on my bank statement.

    Don't switch to GB Energy and if you are with them, consider your options.
    • Mr K
    • By Mr K 25th Nov 16, 9:11 AM
    • 1,101 Posts
    • 651 Thanks
    Mr K
    OFGEM steps in and it will move all customers to another supplier. (Supplier of Last Resort). There have been recent changes to the Supplier of Last Resort rules to protect consumer credit balances (yet to be tested).
    Originally posted by Hengus
    This happened to me with Amerada a few years ago. Powergen took over the supply and had to provide the same tariff, no risk or interruption to supply if a company liquidates. In fact think I benefited as i think I owed Amerada and they never collected.

    As for GB Energy they do look if they have given up with customer service. My query over a month ago about an increased DD hasn't been responded to.
    Last edited by Mr K; 25-11-2016 at 9:14 AM.
    • lazyjack
    • By lazyjack 26th Nov 16, 12:22 PM
    • 153 Posts
    • 116 Thanks
    lazyjack
    Well, looks like GB Energy have gone:

    https://www.gbenergysupply.co.uk

    They will still owe me about £160 when my transfer away completes shortly, what are the chances of getting this ?
    • Hengus
    • By Hengus 26th Nov 16, 12:35 PM
    • 4,352 Posts
    • 2,559 Thanks
    Hengus
    Time to cancel my next DD payment to GBEnergy due on 1 December - me thinks. I am in credit.
    • SammenForLivet2
    • By SammenForLivet2 26th Nov 16, 1:33 PM
    • 561 Posts
    • 561 Thanks
    SammenForLivet2
    I tried to call them this morning to see if there was any update on the IVR, and they then said that the offices are closed (as to be expected), but referred me to: https://hebridesenergy.co.uk, which seems to be another outfit of GB Energy. Not sure if this is normal or not.

    Guess I'll have to go back to more expensive staff tariffs
    Thank you all for helping me make my day by saving money!
    Although I work for a big six energy supplier, any views, opinions or ideas are my own, and don't represent the views of my employer.
    • busybee100
    • By busybee100 26th Nov 16, 1:41 PM
    • 1,138 Posts
    • 2,425 Thanks
    busybee100
    Well, looks like GB Energy have gone:

    https://www.gbenergysupply.co.uk

    They will still owe me about £160 when my transfer away completes shortly, what are the chances of getting this ?
    Originally posted by lazyjack
    That link goes straight through to GBenergy for me. What makes you think they've gone?

    • sillygoose
    • By sillygoose 26th Nov 16, 1:47 PM
    • 3,928 Posts
    • 3,990 Thanks
    sillygoose
    The only communication I have been able to elicit was by leaving a bad review on Trustpilot which did get a fairly quick response of a stock cut and paste apology with a promise to look at my issues, of course nothing has happened.

    Oh I see know, lots of reviews now say ceased trading page showing.. will try clearing browser cache..

    EDIT - nope still seeing the usual site..

    I am wondering if people were accidentally seeing a test run of how the website will look Monday morning when its official?
    Last edited by sillygoose; 26-11-2016 at 1:53 PM.
    • Jim6241
    • By Jim6241 26th Nov 16, 2:28 PM
    • 5 Posts
    • 0 Thanks
    Jim6241
    Provider of last resort message
    Tried to enter monthly Meter readings at 12:20 and got a "ceased trading" message.
    Tried half an hour later and all was back to normal.
    I'm £220 in credit......do I cancel xmas
    • busybee100
    • By busybee100 26th Nov 16, 2:34 PM
    • 1,138 Posts
    • 2,425 Thanks
    busybee100
    I saw your review sillygoose and the others about the ceased trading page so I've just logged in. Everything looks normal but to be honest if I had a dd going out soon I would probably cancel it.
    https://uk.trustpilot.com/review/www.gbenergysupply.co.uk

    • JLog
    • By JLog 20th Mar 17, 4:12 PM
    • 1 Posts
    • 0 Thanks
    JLog
    Call 0800 644 4451
    Like mr_ottermole I switched some time before GB went bust and my new supplier didn't get my credit balance transferred from GB. Having already switched I was not taken on by the supplier of last resort (Co-operative) but was comforted to get, in January, a final statement showing the credit. This came from "GB Energy Supply, Supported by Co-operative Energy Ltd".

    I then waited patiently, having seen "We are still in conversation with Ofgem on how to manage the refund of credits, however the plan is to refund any credits to customers after they have switched supplier ..." on a .gbenergysupply link called "faq-next" which describes the situation now that Co-operative has assumed responsibility.

    DON'T wait patiently. Call the number above if you're waiting for a credit refund - I spoke to a nice lady who said words to the effect of "Sorry we haven't addressed this already. You'll get your refund (to the account used for GB direct debits) in a couple of days". Which I did.
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