Ebico Company Representative

Leblanc_2

Ebico_Company_Representative wrote: »

Thanks, I think this one is all sorted now.

No it is not.

I had the tenants contact me yesterday to say:

"We received a confusing letter from Ebico today. A Miles Hoare wrote us that he received a letter from you saying that we are leaving Ebico. I do not know how this has happened, since I only spoke to Ebico once (confirming that we are the new tenants, giving them the meter readings...) and we never contacted them about leaving Ebico.

That is also the reason we received bills from Scottish Hydro Electric last week and not from Ebico. Should we ignore these bills since we never switched to this company"?

So as I said before Ebico have an admin problem. I was told that this was all sorted back in February.

How can Miles Hoare say that I have cancelled someone else's contract???

Does Ebico permit someone to cancel another person's contract? This is ludicrous!!!

tismemick

i've got a little prob you can look into, lol,

i owe ebico £29 for a period before pre-payment meter was put in on elec, but they sent me a bill for over £53,
this has now been going on for over 3 months, i even got a letter saying that i am over due the £29 but when i rang up stating that i wont pay till they send me a bill for the right amount they keep telling me that their screen says i only owe £29, so when i then ask to clarify that with a bill thro my door the bill comes and says £53.
this is getting beyond a joke, how can ur pc screen say £29 (the correct amount) but the bills i keep getting are for £53, even your CS reps cant seem to find the £53 but the bill still comes with £53?

This amount wont get paid till i get verification that i only owe £29 on a paper bill and not £53

Ebico

Please can you both email [EMAIL="info@ebico.co.uk"]info@ebico.co.uk[/EMAIL] with your details so these issues can be looked into, thanks.

Leblanc_2

Ebico_Company_Representative wrote: »

Please can you both email [EMAIL="info@ebico.co.uk"]info@ebico.co.uk[/EMAIL] with your details so these issues can be looked into, thanks.

I have phoned twice.
I have in turn been phoned back twice..........eventually!
I have been assured by admin that the problem was fixed.
I have contacted you on this site.
You have told me that it would be fixed.
Here I am back in the same loop.

I repeat, "there is a problem with Ebico's admin system and they appear to be incapable of sorting problems out".

I find when I talk to admin on the phone they seem to make what should be a simple matter of rectification much more complicated. In fact this is what has happened this time. They seem to have taken the original problem and generated another one, and set it off and running.

I am concerned that if I get further involved Ebico admin will muddy the waters even more.

I am going to take a back seat for the moment, and leave the tenant to try and sort the problem out from his end, otherwise it could get overly complicated.

However, I am concerned that my tenant was told that I hd cancelled his supply with Ebico and that they have this in writing. This is absolute fiction.

I repeat my question, does Ebico accept cancellation of supply from other parties who are no longer registered with Ebico for that supply?

Premier_2

To be fair, it says in the signature of the Ebico company Representative that she is here to respond to queries about the company so that she can help solve issues.

Lauren has offered to help you, but now you say

Leblanc wrote: »

...I am going to take a back seat for the moment, and leave the tenant to try and sort the problem out from his end...

Fair enough, but then you go on and ask:

Leblanc wrote: »

...I repeat my question, does Ebico accept cancellation of supply from other parties who are no longer registered with Ebico for that supply?

What response would you like?

Yes? - well you've already described such a situation as 'ludicrous'

No? - then you can rant on about them having apparently done so

Which rant path are you looking to pursue? Or don't you care?

greenoak

I own a few houses that are tenanted and have prepayment meters.

Is it the tenant or the landlord that can effect the switch to your service.

What is the process of switch over with pre payment meters?

Most top up from local shop and a card and some have the strip credits.

Thanks

Leblanc_2

What I am doing is showing how I have already been through the Ebico complaint's system and it did not solve the problem. I am also indicating how they generate further problems, so compounding matters.

You will also note that I say that I am taking a back seat for the moment, because I genuinely believe that it could complicate matters given my experience.

I did not go fully into the problems I had with calls not being returned etc.

Ebico has admin problems, you just have to read some of the other threads!

When I don't get good service I like to let others know. Perhaps this will lead to an improvement in service.

I get fed up with companies who present a front of good service, but the reality is different. My personal experience is that Ebico comes into this category.

Thank you for replying in the fashion you did. It is more grist to the mill.

Premier_2

Leblanc wrote: »

...When I don't get good service I like to let others know. Perhaps this will lead to an improvement in service....

It might do, but only if ebico are aware of the actual case themselves. They have been kind enough to extend the offer to you so that they can explore your issue and possibly improve their service, but you appear to have refused to accept that offer on this occassion, if only 'for the moment'.

I'm sure you realise that in the normal course of events, when you contact ebico you actually usually contact SSE, their supply partner. Could that also be the reason your tenants have been confused by recieving a bill from Scottish Hydro Electric, an SSE company? Ebico don't issue their own bills for domestic energy supply, an SSE company does it on their behalf

Premier_2

greenoak wrote: »

I own a few houses that are tenanted and have prepayment meters.

Is it the tenant or the landlord that can effect the switch to your service.

What is the process of switch over with pre payment meters?

Most top up from local shop and a card and some have the strip credits.

Thanks

It should be the account holder that changes supplier. The account holder should be free to choose who they purchase their energy from.

To switch to ebico, the account holder can either apply online, or in writing using the downloadable application form or by calling them on 0800 458 7689 and they will send out a copy of the form. This applies equally for prepayment as well as credit meters.

Leblanc_2

Premier wrote: »

It might do, but only if ebico are aware of the actual case themselves. They have been kind enough to extend the offer to you so that they can explore your issue and possibly improve their service, but you appear to have refused to accept that offer on this occassion, if only 'for the moment'.

I'm sure you realise that in the normal course of events, when you contact ebico you actually usually contact SSE, their supply partner. Could that also be the reason your tenants have been confused by recieving a bill from Scottish Hydro Electric, an SSE company? Ebico don't issue their own bills for domestic energy supply, an SSE company does it on their behalf

I am perfectly aware of how the Ebico supply and billing systems work. I contacted Ebico and not the supplier.

I also do not want to second guess how Ebico got themselves into this pickle, that is for them to determine and rectify.

It would not be too difficult for the Ebico rep on this site to look back over the thread on this matter, if they want to get involved. However, to repeat myself yet again, I will leave it for the tenant to deal with this issue for the moment. He is the account holder.

However, I will say that considering the time and energy I put in when I made my initial complaint to Ebico, it is extremely frustrating to find that they set another problem hare running, and an erroneous one at that!

It is also infuriating to be told by the tenant that a named Ebico rep stated in a letter that I had cancelled the tenant's Ebico supply, hence my query as to whether Ebico accepts cancellation of supply from the non registered account holder. Not an acceptable or possibly even a legal business practise I would have thought. I have told the tenant to ask Ebico to prvide a copy of this alleged cancellation letter from me.

Ebico is trying to blame someone else for their mistake, again not very good business practise I would have thought!

It is also annoying when Ebico is attempting to establish a profile on this site, and say "problem solved" when it patently is not, and they have generated an additional one.

I recommended Ebico to three of my relatives and they came back to me and were quite critical over the time Ebico took to take over their supply.

I will reiterate, there are certain things I like about Ebico, their customer service is not one of them. It is akin to what I find with Internet I.Ps, all is usually well once you are up and running, but wait for the upset if you have a problem and need to interact with customer services!

If you want to be a self appointed apologist for Ebico, that is your choice, but I also reserve the right to highlight my problems with their customer service. Hopefully this will lead to improvements.

This is a popular site and if surfers Google too many negatives it will not bode well for future success. These types of sites empower the consumer.