Ebico Company Representative

Premier_2

50,000 customers, about 25% more than last year, and I don't think ebico have too much to worry about, do you?

Why are you still with ebico if you find their service so appalling? There's plenty of other suppliers out there. Keep away from SSE as you'll probablu end up with the same issues. How about E.on, EDF, nPower, British Gas or Scottish Power? How about another smaller company like FU or UW?

Oh, you're not even the account holder but you want to rant about the ebico anyway? I see

Leblanc_2

Premier wrote: »

50,000 customers, about 25% more than last year, and I don't think ebico have too much to worry about, do you?

Why are you still with ebico if you find their service so appalling? There's plenty of other suppliers out there. Keep away from SSE as you'll probablu end up with the same issues. How about E.on, EDF, nPower, British Gas or Scottish Power? How about another smaller company like FU or UW?

Oh, you're not even the account holder but you want to rant about the ebico anyway? I see

This interchange is beginning to resemble my dialogue with Ebico customer services. You don't work for customer services do you?

I could carry on talking with you, but 'transaction analysis' and the 'law of diminishing returns' suggests otherwise.

Please excuse my retiral.:p

hippey

hippey wrote: »

Well here I go....

Requested a Gas Service from EBICO back in November 08 & still waiting...

In Dec 08 called Southern and they said I had no contract so went back to the EbiCo sales line, it seems there was a delay (but later found out from Southern they didn't put it through) so it would take a few weeks, then received a card in the post in January, rang to see when my transfere date would be.....

And no one knew, blaming Npower, but was told I'm in the priority queue now! so gave it a week and called again, Southern said Npower would not reply, so rang Npower, they said they knew nothing about it. So rang Southern and got told again they would e-mail someone in 'accounts'? not sure why?

So Feb 09 called again, now it's not Npowers problem it's Transco (they don't exist by the way!) when I said that I was told I'm wrong, on pushing a little more and explaining that I was on an IGT pipeline, guess what? Yes it was there fault!

And to top it all did I want to take electrictity from Southern electric? (err let me think about it, NO!)

So to top it all, where am I now......well no further forward that November and a very bad experience with EBICO who just don't seem to have any customer service and to top it all the company which they use tries to sell it's own product to you instead!

Anyway what can be done?


PS
I moved electricity at the same time to someone else and this involved new metering and equipment and they did that in 6 weeks!

Well I have had an answer, but still no better off. To be honest I wish I had not bothered with switching to Ebico, it has been an absolute pain in the ....... the supplier just really doesn't have a clue what is going on.

And unfortunatly the answers I have got from Ebico about the process really has not given me much faith, let alone made up for the hours I have spent on the phone to various people to try and sort out the mess.

Premier_2

I managed to switch my IGT supply to ebico in a little over 5 weeks

The IGT is certainly the usual cause of delays in such switching as the the switch needs manual intervention. As I understand it the IGTs don't use the same computer system that National Grid (formally Transco) and the energy suppliers use. It was the IGT that caused the 7-10 day delay for me compare to the electricity switch - and it may have ended up longer if I hadn't made a few quick calls to monitor and expedite the switch.

Of course, if people are not happy with ebico, one wonders why they are still with them? Perhaps it's because they are the cheapest supplier especially when 4 of the big 6 all charge extra for an IGT. Only British Gas and SSE don't (and of course SSE is the company that processes switches and provides other customer services & billing on behalf of ebico)

Ebico

Hippey, we emailed you yesterday about your account, this should be sorted now.

LeBlanc, we wrote a letter to the tenants explaining what happened and asked them to contact us if they wanted to remain on Ebico.

Leblanc_2

Ebico_Company_Representative wrote: »

Hippey, we emailed you yesterday about your account, this should be sorted now.

LeBlanc, we wrote a letter to the tenants explaining what happened and asked them to contact us if they wanted to remain on Ebico.

The problem is what explanation did Ebico give the tenants concerning their enforced switch to Scottish Hydro Electric?

The tenant sent the following e-mail to me: "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".

Note the tenant's statement: "a confusing letter form Ebico".

As Ebico's rep on this site you have still not answered the question I have asked twice. This is my third attempt. Does Ebico accept a cancellation from a non account holder of someone's supply account? The reason I keep asking this is because I certainly did not cancel this tenant's supply with Ebico as I would consider this wholly inappropriate and as I said "possibly illegal".

Incidentally, the Ebico rep that I spoke to regarding the initial problem (which you can refer to further back in this thread) asked me for the tenant's telephone number, which I considered to be an inappropriate request, hence the subsequent 'confusing letter' to the tenant.

So despite the assurance by the Ebico Rep on this site back in February................. "I think this one is all sorted now" the operative word was "think" as some four weeks later the problem was still there. I was also given categoric assurance on the phone from the Ebico Rep that all was now well.

As I said previously, what should have been a simple matter to resolve, has dragged on.

Unfortunately I have lost confidence in Ebico customer service due to the foregoing.

Ebico

When a change on tenancy takes place, the account will automatically revert to the SSE standard tariff. This is not a cancellation, and this happens because the new tenants need to sign an agreement between themselves and Ebico as a contract for supply. This happens on all change of tenancy's with Ebico and with SSE alike.

We spoke to you on the phone and asked you if you wanted to switch it back to Ebico, you said no, this was up to the tenants, so we wrote to them explaining what had happened and asked them to contact us if they wanted to have the Ebico tariff. This has not been responded to, which is why we see this issue as resolved.

Leblanc_2

Ebico_Company_Representative wrote: »

When a change on tenancy takes place, the account will automatically revert to the SSE standard tariff. This is not a cancellation, and this happens because the new tenants need to sign an agreement between themselves and Ebico as a contract for supply.

We spoke to you on the phone and asked you if you wanted to switch it back to Ebico, you said this was up to the tenants, so we wrote to them explaining what had happened and asked them to contact us if they wanted to have the Ebico tariff. This has not been responded to, which is why we see this issue as resolved.

Why when a tenancy changes would you ask the previous tenant if they wanted to switch the new tenant's supply to Ebico? What on earth has this got to do with the previous tenant?

Incidentally, I was never contacted concerning a switch to SSE and neither was the new tenant. If you read the copy of their e-mail that I provided, you will see this.

I simply contacted Ebico just before the new tenant moved in to inform Ebico that I would no longer be the account holder. I provided a meter reading and the names of the new tenants, and arranged for payment of the final bill.
I told the new tenants to contact Ebico and provide their meter reading, which they dutifully did. You can read the process in the copy of their e-mail.

I did not request a change of supplier, neither did the tenant. I was not notified that the supplier was being changed to SSE, neither was the tenant.

Yet this over-complication and confusion over a simple changeover ensues.

Why does the account automatically go to SSE anyway?

You say 'revert' but how can this be classed as a reversion. It was an Ebico account!!! It was not previously an SSE account!!!

Ebico

We asked you because you are the landlord of the property and rang us concerning this issue, if you had wanted the property to be on Ebico, we could have sent out a contract to the new tenants.

The account goes to SSE because they are the supplier to the property, and there is no agreement in place with the new tenant to have the account on an Ebico tariff.

Sol00

I don't see what's so hard to understand from Lauren's resonse.

You were contacted by Ebico to see if you wanted to stay with them, you said no. Therefore, it was put on a SSE tariff as they supply the energy for Ebico. Surely it's just a case of the tenants phoning to request to be put on Ebico instead of all this petty arguing.