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    • dave8204
    • By dave8204 20th Apr 17, 11:12 AM
    • 32Posts
    • 70Thanks
    dave8204
    Ebico
    • #1
    • 20th Apr 17, 11:12 AM
    Ebico 20th Apr 17 at 11:12 AM
    Has anyone else got experience of Ebico since they changed provider from SSE to Robin Hood? It seems Robin Hood aren't geared up to handle much more than the local users they're used to. I've had 2 weeks of repeated requests to sign up to the website,2 since actually doing so,2 welcome packs and that same website unusable as it won't recognise my details. They then asked me to give meter readings,website unusable so that's out,used the phone service which confirmed my details then told me I couldn't use it. Managed to get through to their customer services person who cut me off when I complained about their poor service,and no I wasn't shouting or being offensive.Letters from SSE claiming Ebico are not being honest don't inspire either,currently there's a slanging match going on between the 2 with bemused customers not sure who is telling the truth.Whoever's right or wrong given my experience so far and of a couple of Trustpilot reviewers if Ebico don't sort this shambles out quickly they won't be around for much longer.
Page 1
    • EachPenny
    • By EachPenny 20th Apr 17, 3:26 PM
    • 1,615 Posts
    • 1,929 Thanks
    EachPenny
    • #2
    • 20th Apr 17, 3:26 PM
    • #2
    • 20th Apr 17, 3:26 PM
    Letters from SSE claiming Ebico are not being honest...
    Originally posted by dave8204
    Which SSE letter said that? There have been several and maybe I've missed that one. Seems a fairly brave thing to do to claim in a letter that another company is "not being honest".

    What's the problem with the Ebico site being unusable - is it because you can't log on, or is it not working once you've logged on?

    I logged on and submitted my switch reads earlier in the week. I got my SSE final bill for electricity yesterday, no gas final bill yet, but then I've heard they usually take longer.

    I'm not the happiest of customers, but I don't think things have gone too badly given the circumstances.

    I, and I'd guess many thousands of Ebico customers, are more interested in their zero standing charge offer. So I'll put up with some inconvenience if it means retaining what for me is a major benefit, and I really hope the negativity directed at Ebico doesn't put our zero standing charge tariff in jeopardy.

    For people who don't like Ebico there are plenty of other options... for people who want zero standing charges the options are limited.
    • Xbigman
    • By Xbigman 20th Apr 17, 4:31 PM
    • 2,904 Posts
    • 1,166 Thanks
    Xbigman
    • #3
    • 20th Apr 17, 4:31 PM
    • #3
    • 20th Apr 17, 4:31 PM
    I've just been onto the Ebico site and its fine. My only issue is that it hadn't logged me out since I was on it over the weekend.
    Silly question, they haven't changed web addresses have they? I had trouble logging into my Lloyd's bank account recently because they changed to lloyds from lloydsTSB. Obvious when you think about it but frustrating when it happened.
    I'm using,

    account.ebico.org.uk


    Darren
    Xbigman's guide to a happy life.

    Eat properly
    Sleep properly
    Save some money
    • dave8204
    • By dave8204 20th Apr 17, 9:33 PM
    • 32 Posts
    • 70 Thanks
    dave8204
    • #4
    • 20th Apr 17, 9:33 PM
    • #4
    • 20th Apr 17, 9:33 PM
    Which SSE letter said that? There have been several and maybe I've missed that one. Seems a fairly brave thing to do to claim in a letter that another company is "not being honest".

    What's the problem with the Ebico site being unusable - is it because you can't log on, or is it not working once you've logged on?
    Originally posted by EachPenny
    The letter I had from SSE states that they are aware Ebico suggested that my energy supply would be automatically switched to Robin Hood,it then goes on to say that this is not the case and it is "not allowed" for this to be done and as such the letter was incorrect. It also states that the zero tariff remains for customers who stay with SSE.Finally it says "We were unaware this letter was being sent and were unaware of its contents".

    As for the website,that's a mystery,I'd already successfully signed up,arranged my direct debit and logged in a couple of times. Now I can't sign in and when I tried the "forgot my password" link it says there has been an error and to contact them....which I tried this morning with zero success. Currently I'm collecting account confirmation,register your account and welcome to Ebico and thanks for opening your account e-mails seemingly at random.
    Just to make my day the phone rang just after Ebico had cut me off so thinking it was them I answered and someone saying they were from Talk Talk gave my name and asked if I'd noticed my internet getting slower recently then screaming abuse when I said I hadn't....good to see Talk Talk have tightened their security.
    • dave8204
    • By dave8204 20th Apr 17, 9:36 PM
    • 32 Posts
    • 70 Thanks
    dave8204
    • #5
    • 20th Apr 17, 9:36 PM
    • #5
    • 20th Apr 17, 9:36 PM
    account.ebico.org.uk
    Darren
    Originally posted by Xbigman

    Thanks Darren,tried that but same result.
    • EachPenny
    • By EachPenny 20th Apr 17, 10:45 PM
    • 1,615 Posts
    • 1,929 Thanks
    EachPenny
    • #6
    • 20th Apr 17, 10:45 PM
    • #6
    • 20th Apr 17, 10:45 PM
    If it is the SSE letter dated around 22 March, then my copy simply says (about the automatic switch) "This information was incorrect." To me that suggested a genuine mistake had been made, which is significantly different to what your original post said...
    Letters from SSE claiming Ebico are not being honest...
    Originally posted by dave8204
    People look at what is said about companies on forums like this to decide if they want to use them - it would be a shame if any potential Ebico customer were put off from joining them (and/or supporting the Ebico/RHE model of doing things) because of the phrase you've used, which I don't feel reflects what SSE were saying.

    More than one Ebico customer on the forum has said they considered themselves to be an Ebico customer, not an SSE customer. For a lot of people it doesn't make sense that to continue being an Ebico customer we are having to switch to Ebico. I would have expected the process to be automatic and not require us to go through the requirement of requesting a manual switch (unless on a PPM or with WHD) with all the complications that has involved, thanks to the crazy rules the energy companies have to work to. So what Ebico said in their original letter may not have been correct, but it made far more sense than the reality.

    I'm not sure what is going on in your case, maybe you've registered multiple times which is causing the multiple emails and account lock up?

    But bottom line, you still have working gas/electric, you've set up the new DD, you've not had money incorrectly debited from your account? Not sure what the problem you have is then... maybe wait a week or two to let things settle down and then ask them to resolve your account access issue?
    • dave8204
    • By dave8204 20th Apr 17, 11:17 PM
    • 32 Posts
    • 70 Thanks
    dave8204
    • #7
    • 20th Apr 17, 11:17 PM
    • #7
    • 20th Apr 17, 11:17 PM
    They're saying explicitly that Ebico have supplied incorrect information in a letter basically asking people to switch away from one company to another, maybe it's all in the interpretation but I'd guess they ran the wording past their lawyers.

    I have sorted my problem now,I clicked on "register",using the original password,and was sent a verification link to use and can use the website again. All very bizarre bearing in mind I'd successfully registered a week or so before and set up my account,got the confirmation mail etc and now I'm able to access it again all my details were already there.Why that worked I really don't know but it did so I'll settle for that.
    Thanks to all respondents for advice , ideas and comments.
    • EachPenny
    • By EachPenny 20th Apr 17, 11:51 PM
    • 1,615 Posts
    • 1,929 Thanks
    EachPenny
    • #8
    • 20th Apr 17, 11:51 PM
    • #8
    • 20th Apr 17, 11:51 PM
    There's a world of difference between supplying incorrect information (e.g. genuine mistake) and "not being honest". I'm not sure I'd be comfortable with using a public forum to accuse someone of saying that someone else was "not being honest", but we all make personal choices.

    For the benefit of potential Ebico customers reading this thread, it would be helpful to make it clear that SSE's letter didn't say what the first post suggests.

    Glad you got your problem sorted, hopefully people will see that things at Ebico/RHE aren't all bad, even if they are having to deal with the transfer of thousands of customers in a short space of time. Not something small companies are normally geared up to do.
    • Ilona
    • By Ilona 21st Apr 17, 8:30 AM
    • 1,856 Posts
    • 6,411 Thanks
    Ilona
    • #9
    • 21st Apr 17, 8:30 AM
    • #9
    • 21st Apr 17, 8:30 AM
    I've had my letter from Ebico saying, Congratulations you've switched. I always considered that I was an Ebico customer for the past three years, even though the bills came from SSE. Every time I emailed in my readings I always added 'Ebico customer', just to confirm that.

    There has been a couple of teething problems with my changeover, something not quite right with my Ebico account, but that is to be expected with such a large mass of people changing at the same time. I don't panic because I am still getting my gas and electric delivered to my house. Things will calm down after the upheaval, everything will sort itself out.

    I find paying quarterly makes things a lot simpler for me, no direct debits to change. Don't need to contact my bank. The bills come to a halt from one provider, and start from another.

    Ilona
    I love skip diving
    • Cardew
    • By Cardew 21st Apr 17, 9:35 AM
    • 26,706 Posts
    • 12,915 Thanks
    Cardew
    I've had my letter from Ebico saying, Congratulations you've switched. I always considered that I was an Ebico customer for the past three years, even though the bills came from SSE. Every time I emailed in my readings I always added 'Ebico customer', just to confirm that.
    Originally posted by Ilona
    Likewise I have had the same letter.

    Like many people who have switched from Ebico(SSE) to Ebico(RH) I was in credit for both gas and electricity with Ebico(SSE)

    As I was a customer of Ebico and not SSE it would be logical for that credit to be transferred to my Ebico(RH) account; however I understand that is not the case. That said if there is any problem with SSE refunding the money, it is up to Ebico to sort it out.
    • jrio
    • By jrio 22nd Apr 17, 9:39 AM
    • 44 Posts
    • 6 Thanks
    jrio
    I've switched to Ebico this week but am having some reservations, due to the following:

    1) So far it is impossible to get any contact from them. Leave a message and they guarantee they'll call you before the end of the next working day? Nothing. Naturally no response to an email. Their welcome email also lists their contact centre hours as 8am-8pm during the week and 9 to 5.30 Saturdays. Nope. It's 9 to 5.30 weekdays and closed on Saturdays.
    2) I can't set up my online account, seemingly because my email address is registered with them from the online application and it won't allow any further use of it.

    Clearly they have nothing like enough staff to deal with demand, somewhat reminiscent of my experience with iSupply a few years ago.
    • EachPenny
    • By EachPenny 22nd Apr 17, 10:51 AM
    • 1,615 Posts
    • 1,929 Thanks
    EachPenny
    Hi jrio,

    Have you just switched to Ebico from a different company, or are you part of the 'internal' switch from Ebico/SSE to Ebico/RHE?

    If the former, then can I ask why you chose Ebico? Was it because of the lower energy prices?

    Clearly they have nothing like enough staff to deal with demand
    Originally posted by jrio
    Did you do your research before switching - and see that Ebico are a very small company (which partly explains their low costs) and are in the middle of transferring thousands of customers from one supplier to another in a bureaucratic process imposed on them because 'their' customers are not really considered to be their customers by the system our energy supply operates under.

    If longer hours of availability from call centres, or calls being answered within 5 seconds, or emails being replied to same day are important considerations, then there are plenty of other suppliers out there, but customers may have to pay more for those benefits.

    That said, the Ebico call centre opening hours on the website don't seem to be correct when you try to call them. That is poor customer service. However, it is an 0800 number and there is a recorded message which does give the correct hours so you won't be left wondering why your call isn't being answered, and know when to call back - free of charge.

    As per Dave's issue - presumably your lights are still working, your kettle still boils, you haven't been wrongly debited large amounts of money, you have a confirmed switching date... it might be a bit inconvenient not to be able to log on to your account, but what is the immediate problem?

    A bit of inconvenience is nothing compared to saving a considerable amount of money on your energy bill - if that is why you switched to Ebico in the first place.
    • Cardew
    • By Cardew 22nd Apr 17, 1:08 PM
    • 26,706 Posts
    • 12,915 Thanks
    Cardew
    Hi jrio,

    Have you just switched to Ebico from a different company, or are you part of the 'internal' switch from Ebico/SSE to Ebico/RHE?

    If the former, then can I ask why you chose Ebico? Was it because of the lower energy prices?



    Did you do your research before switching - and see that Ebico are a very small company (which partly explains their low costs) and are in the middle of transferring thousands of customers from one supplier to another in a bureaucratic process imposed on them because 'their' customers are not really considered to be their customers by the system our energy supply operates under.

    If longer hours of availability from call centres, or calls being answered within 5 seconds, or emails being replied to same day are important considerations, then there are plenty of other suppliers out there, but customers may have to pay more for those benefits.

    That said, the Ebico call centre opening hours on the website don't seem to be correct when you try to call them. That is poor customer service. However, it is an 0800 number and there is a recorded message which does give the correct hours so you won't be left wondering why your call isn't being answered, and know when to call back - free of charge.

    As per Dave's issue - presumably your lights are still working, your kettle still boils, you haven't been wrongly debited large amounts of money, you have a confirmed switching date... it might be a bit inconvenient not to be able to log on to your account, but what is the immediate problem?

    A bit of inconvenience is nothing compared to saving a considerable amount of money on your energy bill - if that is why you switched to Ebico in the first place.
    Originally posted by EachPenny
    The reason most people choose Ebico is because they have low consumption and the firm have a zero Daily Standing Charge.

    They are also a 'not for profit' company, and don't?(didn't) penalise pre-pay and quarterly pay customers.

    It is also pertinent to point out that their customer service was excellent, albeit because SSE handled the accounting.
    • bubieyehyeh
    • By bubieyehyeh 22nd Apr 17, 5:05 PM
    • 345 Posts
    • 95 Thanks
    bubieyehyeh
    I email Ebico today to update my direct debit details, a simple query I thought.

    I got a very quick responce (10mins) the email said it has noted the new bank details they said please confirm I was happy with the direct debit amount of XX per month.

    I replied I had signed up to the quarterly direct debit (RH) tariff so XX was wrong.

    After several more email back and forth, they seem to be telling me that they can't do quarterly direct debits.

    One bizarre email said quarterly billing doesn't mean quarterly payments, which contricts the welcome pack that says DD will be taken 14days after the bill is produced.

    Not sure if this is teething problems with the new RobinHood tariffs, or poorly trained staff.

    Starting to wish I hadn't moved to Ebico.
    • EachPenny
    • By EachPenny 22nd Apr 17, 5:33 PM
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    EachPenny
    I email Ebico today to update my direct debit details, a simple query I thought.
    Originally posted by bubieyehyeh
    Other reports say there is nobody in the Ebico office on Saturdays, so maybe you were talking to someone at RHE?

    ...they seem to be telling me that they can't do quarterly direct debits.
    Originally posted by bubieyehyeh
    They can and do. I asked for quarterly DD payments and that's what I got. I even get the direct debit discount, which I thought might be reserved for people paying monthly.

    One bizarre email said quarterly billing doesn't mean quarterly payments...
    Originally posted by bubieyehyeh
    I would LOVE to see that email Are they saying you get a bill once a quarter but pay monthly?
    • trickytree1963
    • By trickytree1963 22nd Apr 17, 7:13 PM
    • 86 Posts
    • 43 Thanks
    trickytree1963
    You have two DD options.

    Fixed DD monthly.

    Variable DD on receipt of bill. If you are on quarterly billing the latter can be quarterly.

    Robin Hood's Ebico line is open 8am to 8pm weekdays and 9am until 5pm on Saturday. The Freephone number is on the Ebico site .

    Its 0800 028 6699
    • bubieyehyeh
    • By bubieyehyeh 22nd Apr 17, 10:54 PM
    • 345 Posts
    • 95 Thanks
    bubieyehyeh
    I did wonder if I was communicating with RHE rather than Ebico, since RHE do fixed and variable DD, but always monthly DD.

    This was a quote from the bizarre email from ebico....

    Please be advised that there is a difference between quarterly billing and quarterly payments.

    Your billing package is set to be quarterly anniversary, meaning you will receive your bill on a quarterly basis, however, this does not mean that your payments will be taken quarterly as well.



    I have set up your payment schedule at the amount of XX.00 per month, as our system, at the moment does not allow setting quarterly payments.


    Good to hear the quarterly variable DD (which is a big reason I switched to Ebico) is possible. I suspected it was a staff training issue.

    My latest email asked for the email to be reviewed by someone senior, so hopefully someone which sort it out on Monday.
    Last edited by bubieyehyeh; 22-04-2017 at 10:57 PM.
    • EachPenny
    • By EachPenny 23rd Apr 17, 10:06 AM
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    EachPenny
    This was a quote from the bizarre email from ebico....
    Originally posted by bubieyehyeh
    Given the Ebico office opening hours, and the confusion over monthly/quarterly billing and payment, I think it is likely the email was from RHE and not Ebico. As you say, RHE only do monthly DD so it is quite possible an RHE employee is familiar with monthly DD's and either didn't understand you were an Ebico customer or wasn't aware Ebico Zero allows pay-on-bill quarterly DD.

    When I transferred to the new Ebico/RHE arrangement I selected monthly DD because I thought you had to to get the extra DD discount. When I phoned to confirm my switch date the Ebico CS person said they noticed I'd changed to monthly DD and was I aware I could still pay quarterly if I wanted to. So you should be Ok if you speak to Ebico.

    Hopefully you'll be able to get it all sorted tomorrow.
    • FullForce
    • By FullForce 23rd Apr 17, 1:56 PM
    • 43 Posts
    • 13 Thanks
    FullForce
    I did wonder if I was communicating with RHE rather than Ebico, ....
    Originally posted by bubieyehyeh
    Surely the email you claim to have received states who it is from???
    • EachPenny
    • By EachPenny 23rd Apr 17, 3:00 PM
    • 1,615 Posts
    • 1,929 Thanks
    EachPenny
    Surely the email you claim to have received states who it is from???
    Originally posted by FullForce
    Unfortunately life isn't that simple as an Ebico customer. Some functions such as billing are carried out by their 'supply partner' which is being changed to RHE. With their previous partner SSE some, but not all*, communications were branded as 'Ebico', generally by including the Ebico logo somewhere. So it isn't always obvious who sent a particular email or letter.

    * E.g. a letter telling me my meter was due for exchange was branded SSE with no mention at all of Ebico.
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