Atlantic Price Protected Sept 2011 rebate -BEWARE!

sinbin_72

I, like many, signed up to the Atlantic fixed Sept 2011 tarriff. In tyhe 13th month you are supposed to get a rebate. When I called to ask where it was I was told that due to the fact that in month 12 I made an extra payment by card, as my monthly payments were putting me behind, I was not entitled to the rebate.

I was told that there had to be 12 unbroken payments. However, my direct debits had remained active throughout and I had not missed a payment. To add insult to injury I was told that if I had made a one off extra direct debit payment instead of paying it all off on my visa debit card then I would have been ok.

I told the operator that the t&c's did not make this clear at all and that my direct debit has had 13 consective direct debits on the 1st of every month. All on time. My only crime was to clear the balance of my account by debit card and not by a one off direct debit.

The operator told me he was disgusted also at the unfairness of the rule and he had received dozens of people like me upset at not getting their rebate because of this rule.

I just want to make you all aware. I am leaving Atlantic as soon as possible.

jalexa

sinbin_72 wrote: »

I was told that there had to be 12 unbroken payments.

No, either (quite likely) you have been misinformed or you have misunderstood.

The relevant clause of the tariff Terms and Conditions says...

4. You will receive a rebate payment in month 13 after 12 months' continuous supply and annually thereafter. Rebate amount based on average of total payments for energy consumption made over the preceding 12 months.


I could have highlighted one or two words, but I think it is clear without any emphasis.

Tactically I would recommend you set a trap by requesting a copy of the tariff specific Terms and Conditions, without alerting the supplier to your reason. The supply regulations require this is provided on request.

Then simply raise a complaint strictly in accordance with the Atlantic complaint's procedure. I recommend you do this in writing (or email). If you are phoned to discuss the issue I recommend you decline to discuss the issue but insist on a written (or email) response.

You can't lose this one. Don't forget to ask for a "Distress & Inconvenience" ex-gratia payment. If they decline that extend the issue to the Energy Ombudsman.

Premier_2

sinbin_72 wrote: »

I, like many, signed up to the Atlantic fixed Sept 2011 tarriff. In tyhe 13th month you are supposed to get a rebate. When I called to ask where it was I was told that due to the fact that in month 12 I made an extra payment by card, as my monthly payments were putting me behind, I was not entitled to the rebate.

I was told that there had to be 12 unbroken payments. However, my direct debits had remained active throughout and I had not missed a payment. To add insult to injury I was told that if I had made a one off extra direct debit payment instead of paying it all off on my visa debit card then I would have been ok.

I told the operator that the t&c's did not make this clear at all and that my direct debit has had 13 consective direct debits on the 1st of every month. All on time. My only crime was to clear the balance of my account by debit card and not by a one off direct debit.

The operator told me he was disgusted also at the unfairness of the rule and he had received dozens of people like me upset at not getting their rebate because of this rule.

I just want to make you all aware. I am leaving Atlantic as soon as possible.

I believe you have good cause for complaint if, as you say, you have paid the past 12 consecutive payments by DD.

Raise a formal complaint following their complaints procedure.
http://www.atlantic.co.uk/helpandadvice/complaintsprocedure/

You should expect to get a rebate on your account, but don't leave them as that may well jeopardise your position. Based on the experience of other posters, the rebate may not be made in month 13 (perhaps month 14 or 15) but it should eventually happen