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    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:56 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Ebico energy reviews: Give your feedback
    • #1
    • 28th Jan 13, 4:56 PM
    Ebico energy reviews: Give your feedback 28th Jan 13 at 4:56 PM
    This is a feedback thread on energy supplier

    Ebico

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly??
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the


    Click reply below to discuss. If you havenít already, join the forum to reply.
    Last edited by MSE Andrea; 11-09-2017 at 2:02 PM.
Page 5
    • hehoho
    • By hehoho 10th Jan 18, 6:12 PM
    • 5 Posts
    • 0 Thanks
    hehoho
    Still having problems with Ebico Zero's admin.

    The company does not accept cheques.

    I'm a very low user, especially of gas (~£40 per year) because I don't use the central heating.

    The October bill was estimated despite my having submitted readings.
    Same again in December, when the estimate was for 150% of my annual consumption.

    I am about to start on a battle to get my money back.

    Also looking for a new supplier of electricity, even if I have to pay more.

    Absolutely dreadful!
    Last edited by hehoho; 20-01-2018 at 3:38 PM. Reason: sp error
    • EachPenny
    • By EachPenny 10th Jan 18, 8:43 PM
    • 4,042 Posts
    • 8,246 Thanks
    EachPenny
    Still having problems with Ebico Zero's admin.

    The company does not accept cheques.
    Originally posted by hehoho
    That isn't an 'admin' problem though. It is just that they do not accept cheque payments - like a lot of organisations these days.

    If you don't want to pay by direct debit or debit card thenyou can still pay by cash either at a Post Office or Paypoint. That way you'll save yourself the cost of a stamp.

    The October bill was estimated despite my having submitted readings.
    Same again in December, when the estimate was for 150% of my annual consumption.

    I am about to start on a battle to get my money back.
    Originally posted by hehoho
    It shouldn't be a battle. If they have sent you an estimated bill and it is more than you've used then call them, give them your readings and ask for a refund. I've done that before and a new bill was issued immediately.

    Personally I'd have done that the moment the bill arrived, rather than paying the bill and then complaining.
    "In the future, everyone will be rich for 15 minutes"
    • footyguy
    • By footyguy 11th Jan 18, 4:28 PM
    • 4,067 Posts
    • 1,631 Thanks
    footyguy
    ...
    It shouldn't be a battle. If they have sent you an estimated bill and it is more than you've used then call them, give them your readings and ask for a refund. I've done that before and a new bill was issued immediately. ...
    Originally posted by EachPenny
    I agree it should not be a battle, but it seems it can be now RHE are running the show.
    I disagreed with an estimated reading the supplier elected to use - they changed the one I provided, but still registered it as my reading, which I denied,
    They eventually accepted it was not the reading I provided, and agreed they changed it because they did not believe the reading I provided.

    When I asked them to use the reading I provided, they refused. I refused to pay the bill they produced saying it was based on wrong readings (a higher reading than the meter actually read even when I complained)

    In the end, they agreed to send a meter reader. Only then, and with a further nudge, did they agree to rebill me correctly.

    But they destroyed all the history in doing so, making it seem there was never an issue in the first place. However, I make a habit of downloading everything, so if it then changes, I can see ...

    So even if it does become a battle, it is a battle that is eventually won
    • Anthorn
    • By Anthorn 11th Jan 18, 6:43 PM
    • 3,340 Posts
    • 874 Thanks
    Anthorn
    I agree it should not be a battle, but it seems it can be now RHE are running the show.
    I disagreed with an estimated reading the supplier elected to use - they changed the one I provided, but still registered it as my reading, which I denied,
    They eventually accepted it was not the reading I provided, and agreed they changed it because they did not believe the reading I provided.

    When I asked them to use the reading I provided, they refused. I refused to pay the bill they produced saying it was based on wrong readings (a higher reading than the meter actually read even when I complained)

    In the end, they agreed to send a meter reader. Only then, and with a further nudge, did they agree to rebill me correctly.

    But they destroyed all the history in doing so, making it seem there was never an issue in the first place. However, I make a habit of downloading everything, so if it then changes, I can see ...

    So even if it does become a battle, it is a battle that is eventually won
    Originally posted by footyguy
    To be fair to Ebico and RHE, they are not the only energy company to have problems with billing and certainly won't be the last. It appears to me that certain energy companies boost their short-term profits by falsely estimating bills which are blatantly too high.

    However some of us did warn about the possibility of customer service issues following the start of the new partnership with RHE: Where that came from was that Ebico's excellent customer service record was achieved while they were in partnership with SSE where it was SSE which responded to issues. That warning about RHE's customer service for Ebico customers is now becoming justified in the light of current reports.
    • alkip
    • By alkip 11th Jan 18, 6:47 PM
    • 167 Posts
    • 43 Thanks
    alkip
    Used to be great not so now
    Been with Ebico for quite some time and, whilst their partner, for my area at least was SSE everything was superb.

    That partnership ended some months ago and I chose to stay with Ebico and their new partner Robin Hood Energy sadly it is not proving to be one of my wiser decisions.

    The 3 quarterly bills I have received whilst with RHE have been based on estimates even though I sent them the correct reading within the time window given, on questioning this one person told me it was due to me supplying the readings too soon ..... huh? .... whilst another person told me that, if I received the meter reading request by e-mail rather than through the post I would have 7 days in which to submit the reading, I agreed to this but explained to them that I wasn't hopeful this would solve the issue.

    I am still awaiting a reply to an e-mail I sent them over a week ago.

    I did look at changing to Solarplicity but their reviews are far from encouraging.

    Ebico, what have you done? The once great service you provided has gone.
    Live long and prosper
    • Stuart_W
    • By Stuart_W 11th Jan 18, 11:38 PM
    • 1,377 Posts
    • 649 Thanks
    Stuart_W
    I'm afraid I'm another one to add a voice to the shambles Ebico has now become.

    It worked really well when operated via SSE. I recommended them to colleagues that were in the middle of billing chaos with other suppliers. Bills were usually accurate, well presented, easy to pay, estimates were pretty close and I'm sure the meter was read at least every 6 months if not more.

    When I try to submit a meter read online it gets rejected and I'm told I have to submit it via telephone. Basically they don't believe my low electricity consumption as it is lower than one of their previous estimates. SSE never rejected any of my reads - even when it was lower than a previous estimate.

    I've already switched my gas away to a cheaper supplier, after going through a long winded dead end of trying to switch my gas to Ebico Prime Fixed but keeping my electricity on Ebico Zero - a question I specifically put to Ebico by email about whether this was possible and told yes, but has to waste at least half an hour of my life on the phone trying to arrange this to then at the last minute be told this wasn't possible. Grr.

    They didn't automatically adjust my monthly direct debit after my gas was transferred and kept taking the same amount each month.

    SSE simply wouldn't have been this shambolic. But then again, SSE have pulled the plug on ex-Equipower customers that didn't transfer over, so I guess us low-use electricity customers can't expect decent customer service if we're too tight to pay a standing charge.

    I loved SSE-powered Ebico because they just billed properly, didn't make any mistakes, total flexibility on how to pay - I was originally paying on quarterly bills paying for what I'd used following a previous bad experience based on a previous shambles with another supplier who refused to believe my reads and ended up in credit in excess of my annual consumption. I opted into monthly DD with SEE-powered Ebico because they'd proved their billing system was reliable and my monthly direct debit was pretty accurate.

    I might even choose to forego the 1% direct debit discount and demand quarterly billing on my Zero account if they can't sort out my account soon.

    I am expecting a price rise on Zero any week now. It was only guaranteed at the advertised price to the end of 2017.
    Last edited by Stuart_W; 11-01-2018 at 11:40 PM.
    • EachPenny
    • By EachPenny 12th Jan 18, 12:25 AM
    • 4,042 Posts
    • 8,246 Thanks
    EachPenny
    I might even choose to forego the 1% direct debit discount and demand quarterly billing on my Zero account if they can't sort out my account soon.
    Originally posted by Stuart_W
    No need to forego anything. Ebico give the DD discount even if you opt to pay quarterly. How many energy suppliers do that, and don't have standing charges?
    "In the future, everyone will be rich for 15 minutes"
    • footyguy
    • By footyguy 12th Jan 18, 1:15 AM
    • 4,067 Posts
    • 1,631 Thanks
    footyguy
    No need to forego anything. Ebico give the DD discount even if you opt to pay quarterly. How many energy suppliers do that, and don't have standing charges?
    Originally posted by EachPenny
    To clarify, you only get the Direct Debit discounted tariff if you pay by Direct Debit, either monthly or quarterly

    If you opt for quarterly billing using any other payment type, then you do forego the discount.

    I suspect what Stuart_W is thinking of is not paying by direct debit at all, so that the bill is not paid unless and until he agrees it, based on the correct meter reading ... even when it is lower than a previous estimated meter reading
    Last edited by footyguy; 12-01-2018 at 1:20 AM.
    • EachPenny
    • By EachPenny 12th Jan 18, 1:46 PM
    • 4,042 Posts
    • 8,246 Thanks
    EachPenny
    I suspect what Stuart_W is thinking of is not paying by direct debit at all, so that the bill is not paid unless and until he agrees it, based on the correct meter reading ... even when it is lower than a previous estimated meter reading
    Originally posted by footyguy
    That's what I do though. I get the bill, check it, and ask to have it changed if it is wrong. If they don't agree and the amount is significantly more than I should be paying then there is enough time between the bill being raised and the DD being taken to cancel the DD - obviously notifying the supplier first. Leaving you in the same position to challenge the bill as if you were paying by card, FP or cash.

    I also thought Stuart_W is thinking that quarterly billing means paying a defined bill based on meter readings on specific days (i.e. less open to argument) rather than paying monthly amounts equating to the supplier's estimates divided by 12 (i.e. not so well defined and harder to argue against).
    "In the future, everyone will be rich for 15 minutes"
    • Xbigman
    • By Xbigman 12th Jan 18, 7:17 PM
    • 2,980 Posts
    • 1,231 Thanks
    Xbigman
    The issues with readings being rejected seem to mainly feature with very low users. Its most likely RHE's systems are set to reject readings at too high a level for the sorts of customers that Ebico have brought to them. The test of customer service is not that there are no teething problems but that the teething problems are cured. If this sort of thing is still happening after a year then there is reason to complain.

    For myself, a low user instead of a very low user, I have had faultless service.



    Darren
    Xbigman's guide to a happy life.

    Eat properly
    Sleep properly
    Save some money
    • Anthorn
    • By Anthorn 13th Jan 18, 2:21 PM
    • 3,340 Posts
    • 874 Thanks
    Anthorn
    The issues with readings being rejected seem to mainly feature with very low users. Its most likely RHE's systems are set to reject readings at too high a level for the sorts of customers that Ebico have brought to them. The test of customer service is not that there are no teething problems but that the teething problems are cured. If this sort of thing is still happening after a year then there is reason to complain.

    For myself, a low user instead of a very low user, I have had faultless service.



    Darren
    Originally posted by Xbigman
    Wow you are so benevolent. So we should tolerate inaccurate billing for a year and then we can complain about it? Wouldn't do for me: I want accurate billing from the outset and if I don't I'll complain about it and pass it to Ofgem if necessary.

    Your so-called "teething problems" are the fault of the supplier whichever supplier that is and the problem is either inefficiency or the deliberate inflation of bills. If we allow them such leeway we are playing into their hands and the situation can only get worse
    • trickytree1963
    • By trickytree1963 13th Jan 18, 2:46 PM
    • 215 Posts
    • 123 Thanks
    trickytree1963
    Wow you are so benevolent. So we should tolerate inaccurate billing for a year and then we can complain about it? Wouldn't do for me: I want accurate billing from the outset and if I don't I'll complain about it and pass it to Ofgem if necessary.

    Your so-called "teething problems" are the fault of the supplier whichever supplier that is and the problem is either inefficiency or the deliberate inflation of bills. If we allow them such leeway we are playing into their hands and the situation can only get worse
    Originally posted by Anthorn
    I bet Ebico got your address right though
    • Anthorn
    • By Anthorn 13th Jan 18, 3:17 PM
    • 3,340 Posts
    • 874 Thanks
    Anthorn
    I bet Ebico got your address right though
    Originally posted by trickytree1963
    They had it correct when it was SSE which was my previous address but I didn't move on to RHE so I wouldn't know.

    Overall, if Ebico returned to its principles of the same price for all regardless of payment method AND partnered with a supplier which provides Warm Home Discount I would likely return to Ebico.
    Last edited by Anthorn; 13-01-2018 at 3:26 PM. Reason: Last paragraph added
    • EachPenny
    • By EachPenny 13th Jan 18, 4:23 PM
    • 4,042 Posts
    • 8,246 Thanks
    EachPenny
    Your so-called "teething problems" are the fault of the supplier whichever supplier that is and the problem is either inefficiency or the deliberate inflation of bills. If we allow them such leeway we are playing into their hands and the situation can only get worse
    Originally posted by Anthorn
    If the supplier issues an incorrect bill and the customer demands a replacement correct one then it will cost the supplier money, potentially a lot more than they could 'gain' by "deliberate inflation" of bills.

    Customers need to take responsibility to check their bills are accurate and complain if not. How many times is that said to people posting on this board about inaccurate bills causing problems?

    Overall, if Ebico returned to its principles of the same price for all regardless of payment method AND partnered with a supplier which provides Warm Home Discount I would likely return to Ebico.
    Originally posted by Anthorn
    But as we now know as fact, those principles couldn't be continued for reasons beyond Ebico's control. It was unfortunate for those people affected - but what exactly did you expect Ebico to do, go bankrupt trying to keep things as they were?
    "In the future, everyone will be rich for 15 minutes"
    • Xbigman
    • By Xbigman 13th Jan 18, 7:01 PM
    • 2,980 Posts
    • 1,231 Thanks
    Xbigman
    Overall, if Ebico returned to its principles of the same price for all regardless of payment method AND partnered with a supplier which provides Warm Home Discount I would likely return to Ebico.
    Originally posted by Anthorn
    Which is now illegal as there is a pre payment price cap.

    And no, I am not benevolent I am realistic. Customer service takes time to sort out system issues and I am willing to give them that time.



    Darren
    Xbigman's guide to a happy life.

    Eat properly
    Sleep properly
    Save some money
    • silverwhistle
    • By silverwhistle 13th Jan 18, 8:04 PM
    • 1,683 Posts
    • 2,212 Thanks
    silverwhistle
    Thanks for reminding me that I received a letter yesterday from Ebico requesting my readings. I've just submitted them and note that the last bill was estimated but pretty accurate as I'm a low user.

    I've just calculated my gas bill should be £14.33 unless something really funny has happened to the calorific values! I pay on receipt of bill and find that does away with lots of the problems that get highlighted on these boards, whoever the supplier.
    • Anthorn
    • By Anthorn 13th Jan 18, 9:24 PM
    • 3,340 Posts
    • 874 Thanks
    Anthorn
    Which is now illegal as there is a pre payment price cap.

    And no, I am not benevolent I am realistic. Customer service takes time to sort out system issues and I am willing to give them that time.



    Darren
    Originally posted by Xbigman
    Looks like I need to get back to basics to further illustrate my previous post: Users on the Ebico Zero tariff get a discount if they pay by direct debit but users who don't pay by direct debit don't get the discount. Conversely those who pay by direct debit get their energy cheaper and that represents an abandonment of Ebico's principle that customers pay the same regardless of payment method.

    And so it's not the fault of the supplier that they do not have efficient processes in place to deal with billing? So who's fault is it then? All I can say in reply is that Ebico / RHE are lucky that I'm not a customer because as soon as they told me they would not / could not sort it out I would go to complaint!
    Last edited by Anthorn; 13-01-2018 at 9:38 PM.
    • Anthorn
    • By Anthorn 13th Jan 18, 9:50 PM
    • 3,340 Posts
    • 874 Thanks
    Anthorn
    But as we now know as fact, those principles couldn't be continued for reasons beyond Ebico's control. It was unfortunate for those people affected - but what exactly did you expect Ebico to do, go bankrupt trying to keep things as they were?
    Originally posted by EachPenny
    You have possibly hit the nail on the head: It is a matter of documented history that Ebico changed its partner from SSE to RHE without first notifying SSE nor its customers. The question that remains is, "Why?"

    As I remember it Ebico's reason was that RHE had a similar outlook in caring for those who were in fuel poverty. We know now that is hogwash, pure and simple. I would suggest that the reason for the change to RHE was that Ebico were chasing the money and they got more of it from the partnership with RHE.
    • EachPenny
    • By EachPenny 13th Jan 18, 9:51 PM
    • 4,042 Posts
    • 8,246 Thanks
    EachPenny
    Looks like I need to get back to basics to further illustrate my previous post: Users on the Ebico Zero tariff get a discount if they pay by direct debit but users who don't pay by direct debit don't get the discount. Conversely those who pay by direct debit get their energy cheaper and that represents an abandonment of Ebico's principle that customers pay the same regardless of payment method.
    Originally posted by Anthorn
    But when this 'abandonment' happened it was coupled with a price decrease - so customers on non-DD tariffs got a price reduction, those who agreed to pay by DD got a bit more of a price reduction.

    If Ebico had raised prices for non-DD customers then your point might have some validity.

    It is a well established principle that the payments of customers paying by DD cost less to process than payments by other methods - encouraging customers to pay by DD saves processing costs which means Ebico can offer some of that saving as an incentive to DD customers, and perhaps (we don't know) also use the reduced cost to help keep prices down for everybody.
    "In the future, everyone will be rich for 15 minutes"
    • Anthorn
    • By Anthorn 13th Jan 18, 10:23 PM
    • 3,340 Posts
    • 874 Thanks
    Anthorn
    But when this 'abandonment' happened it was coupled with a price decrease - so customers on non-DD tariffs got a price reduction, those who agreed to pay by DD got a bit more of a price reduction.

    If Ebico had raised prices for non-DD customers then your point might have some validity.

    It is a well established principle that the payments of customers paying by DD cost less to process than payments by other methods - encouraging customers to pay by DD saves processing costs which means Ebico can offer some of that saving as an incentive to DD customers, and perhaps (we don't know) also use the reduced cost to help keep prices down for everybody.
    Originally posted by EachPenny
    The FACT remains that those who pay by direct debit get their energy cheaper than those who don't pay by direct debit and that represents an abandonment of Ebico's principle that everyone pays the same regardless of payment method. It's a fact which is well documented by Ebico itself!
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