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  • FIRST POST
    • Mistermeaner
    • By Mistermeaner 25th Apr 17, 9:30 AM
    • 2,388Posts
    • 3,005Thanks
    Mistermeaner
    IRESA - refusing switch ; DO NOT USE!
    • #1
    • 25th Apr 17, 9:30 AM
    IRESA - refusing switch ; DO NOT USE! 25th Apr 17 at 9:30 AM
    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?
    Left is never right but I always am.
Page 3
    • Mistermeaner
    • By Mistermeaner 3rd Jul 17, 9:49 AM
    • 2,388 Posts
    • 3,005 Thanks
    Mistermeaner
    thanks - not the most user friendly!
    Left is never right but I always am.
    • Mistermeaner
    • By Mistermeaner 31st Jul 17, 10:56 PM
    • 2,388 Posts
    • 3,005 Thanks
    Mistermeaner
    FYI ombudsman found in my favour and have asked IRESA to permit my move to EDF and also to compensate me for loss and hassle
    Left is never right but I always am.
    • saving-mad
    • By saving-mad 15th Sep 17, 10:01 AM
    • 412 Posts
    • 223 Thanks
    saving-mad
    Did this actually happen?
    I mistakenly chose to switch to them in March this year, they have been taking £57 a month for electric ever since, they refuse to give my previous supplier the end readings resulting in them sitting on £100 overpayment, the payments to this company are too much according to our use too, I believe from working out what we've actually used that the overpayment with IRESA is currently £200 odd.
    We switched on 4th April and apart from finally logging my monthly meter reads and taking £57 a month nothing has been done.
    Im quite a patient person but its getting ridiculous now, I have 2 electric companies owing me £300, albeit i get interest on the IRESA part of it. Is it normal to be with a company for almost 6 months and have no bill?
    I managed to phone them o the odd occasion, they will not let me reduce my payments until there has been 6 meter reads apparently, we only have 3 showing due to them not uploading them to their new system.
    A hopeless company!!
    Owner of a cute cottage in the North York Moors
    • Monie Derbrain
    • By Monie Derbrain 3rd Nov 17, 1:43 PM
    • 5 Posts
    • 1 Thanks
    Monie Derbrain
    Shocking customer service! Everything was ok while I was using them as my supplier, bit slow on a couple of communications but otherwise ok. Switched to another supplier on 14th August with my account £277 in credit. FINALLY received a refund of £195 ELEVEN WEEKS LATER but STILL WAITING FOR REMAINING REFUND. Will never be returning to Iresa....
    • Raxiel
    • By Raxiel 3rd Nov 17, 3:23 PM
    • 477 Posts
    • 246 Thanks
    Raxiel
    Did this actually happen?
    I mistakenly chose to switch to them in March this year, they have been taking £57 a month for electric ever since, they refuse to give my previous supplier the end readings resulting in them sitting on £100 overpayment, the payments to this company are too much according to our use too, I believe from working out what we've actually used that the overpayment with IRESA is currently £200 odd.
    We switched on 4th April and apart from finally logging my monthly meter reads and taking £57 a month nothing has been done.
    Im quite a patient person but its getting ridiculous now, I have 2 electric companies owing me £300, albeit i get interest on the IRESA part of it. Is it normal to be with a company for almost 6 months and have no bill?
    I managed to phone them o the odd occasion, they will not let me reduce my payments until there has been 6 meter reads apparently, we only have 3 showing due to them not uploading them to their new system.
    A hopeless company!!
    Originally posted by saving-mad
    The 6 months without a bill is inexcusable, but it is normal to be in credit at this time of year, ahead of the winter heating bill.
    • Bundlers Boy
    • By Bundlers Boy 7th Nov 17, 7:53 AM
    • 1 Posts
    • 0 Thanks
    Bundlers Boy
    Another DO NOT USE FOR ANY REASON.
    I wish I had researched this company before joining them. At the moment I have had to wait nearly six weeks for my request for a refund of the excessive credit built up on my account, some £200. Despite many emails via their portal, they either close the ticket without a response or totally ignore it. I have downloaded everything from their web site and am going to Ofgen with this. I need my money back and this deliberate delay is not acceptable.
    To blank customers is bad for customer relations as it only serves to infuriate. When you get a call centre operative who only speaks in pigeon English with a very strong afro Caribbean accent so that you can only understand 1 word in five, you just lose the will to live.
    They also do not enter all of the meter readings either, with no explanation of why it is not shown on your account despite getting an automated response of having received it.....As soon as I can, 9afte I have got my money), I'm off.
    • Hengus
    • By Hengus 7th Nov 17, 12:33 PM
    • 4,646 Posts
    • 2,816 Thanks
    Hengus
    Another DO NOT USE FOR ANY REASON.
    I wish I had researched this company before joining them. At the moment I have had to wait nearly six weeks for my request for a refund of the excessive credit built up on my account, some £200. Despite many emails via their portal, they either close the ticket without a response or totally ignore it. I have downloaded everything from their web site and am going to Ofgen with this. I need my money back and this deliberate delay is not acceptable.
    To blank customers is bad for customer relations as it only serves to infuriate. When you get a call centre operative who only speaks in pigeon English with a very strong afro Caribbean accent so that you can only understand 1 word in five, you just lose the will to live.
    They also do not enter all of the meter readings either, with no explanation of why it is not shown on your account despite getting an automated response of having received it.....As soon as I can, 9afte I have got my money), I'm off.
    Originally posted by Bundlers Boy
    Just to clarify what you can and cannot do. If you want to escalate your complaint, you must have followed the supplier's complaints' procedure. If not resolved after 8 weeks, you can then escalate the matter to The Energy Ombudsman (which may well take a further 8 weeks to get a determination which most suppliers will then ignore for a further 4 weeks).

    Suppliers have a Supply Licence obligation to use REASONABLE steps to raise a Final Bill no later than 6 weeks after the actual transfer of supply has taken place (note: not the date that you applied to switch). Some suppliers will argue that they are waiting for validated meter readings so my advice is check with your new supplier that Iresa has been provided with those readings. Your next option is to report Iresa to consumeraffairs@ofgem.gov.uk for a breach of its Supply Licence Conditions.

    Ofgem will not investigate individual complaints but they do add reports to their supplier intelligence files. Best of luck.
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