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  • FIRST POST
    • totorotastic
    • By totorotastic 19th May 17, 12:24 PM
    • 10Posts
    • 3Thanks
    totorotastic
    Do not choose isupplyenergy as your supplier
    • #1
    • 19th May 17, 12:24 PM
    Do not choose isupplyenergy as your supplier 19th May 17 at 12:24 PM
    If you're considering switching to isupplyenergy, DON'T!
    I built up a credit due to their overly large direct debits so by the end of 2016, I tried to get a refund of a couple of hundred quid online, the system would only let me reduce the direct debit from 40 to 35 a month, no lower.
    Rang to get refund of credit, told it could only be refunded at end of contract (End of March 2017)
    Rang end of March, told the refund would take 28 days plus 8 working days to process! No way of doing it quicker.
    Get to May 4th, no sign of it, rang and told it would be processed by the 8th.
    Rang on the 13th, told it had gone out on the 8th but "dropped" and no one thought to tell me or try again, lucky I chased them. Told it would be with "escalated by manager" to be with me by the 17th, directly contradicting me being told it could be no quicker than 28 days + 8.
    Rang on the 17th, told it would be with me by the morning of the 18th.
    Rang on the 18th to be told it would be with me by 5.30 that day.
    Still not refunded today (19th). Rang and on the phone for an hour, *6 hours on phone in total so far*, told it will take another 7 days as the credit was more than £150. Demanded to speak to a manager as it has been 2 and a half months they have had my money and they lied to me, telling me it would be with me by now. Told all they could do was request a callback from a manager within 24 working hours (so Monday) Said I would not get off the phone until they got a manager, so he put me on hold, told me he'd asked his manager to speak to me and she "walked off." Then he hung up on me, saying there was nothing else he could do..
    Correct me if I'm wrong but isn't holding onto money that isn't theirs theft? Especially after repeatedly saying it was being refunded and then fobbing me off for longer and longer.
    The most appalling customer service.
    I made a formal complaint about this and was told they would reply to the complaint within 20 days!
    Go elsewhere for your energy needs.
Page 1
    • footyguy
    • By footyguy 19th May 17, 12:40 PM
    • 3,394 Posts
    • 1,333 Thanks
    footyguy
    • #2
    • 19th May 17, 12:40 PM
    • #2
    • 19th May 17, 12:40 PM
    They are not too bad in comparison to some.

    Their front line are overworked (and probably underpaid) and so their initial responses are sometimes wide of the mark.

    This MSE article should have assisted you in getting your DD to an acceptable level
    http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits
    (not sure why it was wrong in the first place. With me, they simply calculated the cost according to the tariff agreed based on my anticipated annual consumption figure I prtovided, and then devided by 12)

    As you have now raised a formal complaint, a complaint handler will handle that. They are, imo, better than the front line staff at handling complaints.
    You moan they say it will take 20 days? They actually have 56 days to respond and resolve the matter

    If you have now left them, you won't get any mopney back until the final bill has been produced ... and may indeed take a few weeks thereafter to be refunded.
    If you are still with them on a new contract, then the credit will be rolled over.

    I'm no longer with them - they are now far too expensive.
    • totorotastic
    • By totorotastic 19th May 17, 1:07 PM
    • 10 Posts
    • 3 Thanks
    totorotastic
    • #3
    • 19th May 17, 1:07 PM
    • #3
    • 19th May 17, 1:07 PM
    If the best you can say about a company is "not too bad compared to some," it's not exactly aspirational business building.
    I rang several times to get my direct debit down over the course of that year as the credit began to build. Each time I was strongly advised not to lower it as I hadn't been with them a year yet and they couldn't analyse a year's usage and I was "likely to use a lot more in the winter". I took their advice (more fool me)
    I am not "moaning" that the complaint will take 20 days. I am not happy that the credit promised me at the end of March is still not with me and taking 20 days on top of 2 and a half months is nearly another month of stretching this out with no resolution in sight. Their initial written/emailed response to a complaint is supposed to happen within 24 hours, that first complaint began on the 17th and there has been nothing emailed or sent to me so I'm not holding my breath that they will stick to their own website timeline.
    I haven't left them. I won't leave them until I have my money back because if I do, I don't think I'll ever see it. I am waiting to get my money back. Then I will leave and never return.
    I am on a new contract (began in April). The credit didn't roll over. Their online system wouldn't let it according to them. It went into "auto-refund."
    I suspect if I built up a debit of a couple of hundred and then told them I'd pay it in 28 days plus 8 days, then told them each time they asked for it after that deadline that it would be a few more days, they would default me pretty sharpish.
    • footyguy
    • By footyguy 19th May 17, 1:20 PM
    • 3,394 Posts
    • 1,333 Thanks
    footyguy
    • #4
    • 19th May 17, 1:20 PM
    • #4
    • 19th May 17, 1:20 PM
    It would appear this is not the first energy supplier you have had issues with
    http://forums.moneysavingexpert.com/showthread.php?t=5604169

    Good luck!
    • totorotastic
    • By totorotastic 19th May 17, 2:00 PM
    • 10 Posts
    • 3 Thanks
    totorotastic
    • #5
    • 19th May 17, 2:00 PM
    • #5
    • 19th May 17, 2:00 PM
    Npower were the pits which was why I left them to go to isupplyenergy, which did have good feedback at the time. Incidentally, the Npower issue never did get resolved. Every now and then I get a debt collector's letter, then one from Npower demanding varying amounts. Each time I ring to say a bill in dispute shouldn't be sold, they need to send me an accurate bill, they say they'll send an accurate bill and then they don't and the rigmarole starts again.
    Someone recommended OVO the other day, might give them a shot. Thanks for the good luck message, I need it!
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