Add your feedback on energy supplier iSupply

okigen

Hm... I opened the Energy accounts section but it only had my contact details. When I first had the account, there was another area below that to change contract etc. but it disappeared before I managed to do anything. I decided to switch to another supplier, so just wanted to make sure nothing would block the transfer.

Annoyingly their phone line only works in office hours when I'm so damn busy

Flt._Lt._Biggles

^^^

Yes, iSupplyEnergy are a low cost supplier.
As per their website, they are only open 9:00 - 17:00 Monday - Friday (excluding bank holidays)

Normally you should be able to message them via your online account system, but presumably from what you have said, that option is also not available to you.

In which case, if you really are too busy to call them during their opening hours, then email them anytime giving them your supply address (and possibly your account number if you know it).

Rocket scientists? Who needs them, eh? :cool:

footyguy

Okigen wrote: »

Hm... I opened the Energy accounts section but it only had my contact details. When I first had the account, there was another area below that to change contract etc. but it disappeared before I managed to do anything. I decided to switch to another supplier, so just wanted to make sure nothing would block the transfer.

Annoyingly their phone line only works in office hours when I'm so damn busy

If you've switched supplier, then that is why you no longer have the option available to have a new tariff from iSupply - they are no longer your supplier!
If you want to go back to iSupply you will have to switch back to them as a new customer.

You can either do that via their website (from their home page or by clickinh 'Quote' on top menu bar) or better still use a comparison site that will offer you some possible cashback too

footyguy

footyguy wrote: »

Well I've got an answer to what they think they will be doing to my DD - increasing it my about 30% :mad:
(I've told them what I think of that suggestion, even though there was no option given by them to reply)

...

iSupply have now sent formal notice of their intention to increase my monthly DD, completely ignoring my earlier message objecting to such increase giving detailed reasons why.

They said in their email

...contact us through "Your Messages" on your online account. (Clicking the "Ask us a Question" tab and choosing the "Direct Debit" category helps us respond to your message and provides a permanent record.) ...

Should I mention that no "Direct Debit" category exists where they say? :cool:

Anyway, I've sent another message objecting to the change in DD, and what will happen it they take a disputed amount... which they will because they only send 5 days advance notification (by agreement) and I know that means they have already submitted the collection file and experience also tells me they will not recall it.

So then we will go into formal complaint, and they will ignore it (or give nonsense replies) until 7 weeks & 6 days later at which point they will call me to try and get the matter resolved urgently as they won't want me taking it to the ombudsman.

(See some much earlier posts in this thread for a similar experience about a year ago with this same supplier)

footyguy

I have explained previously the tortuous issues involved in trying to use theiSuppy meassaging system.

e.g. If they message you and you wish to reply, they may not give you that option.
So you have to start a new message.
But to start a new message you must first read a FAQ
That automatically puts a title to your message (which probably doesn't exactly fit your message content, as it relates to the FAQ, and if the FAQ answered the point, you would not need to message them!)

Anyway, now I dicover that if you use the same question repeatedly, they block you sending the message to them saying

We have indentified that you have sent this same message recently within the last 3 days. Please contact our Customer Support Team if you haven't had a reply or you are not happy with the reply.

Good job there are quite a range of FAQs to use


Also they have today sent me a message (about an hour ago) stating I must reply by 27-Apr-2016
:cool:

footyguy

So after bombarding them with messages, both new ones and responses to messages that they sent that didn't make sense, and asking strongly for someone to get a grip as I'm sure they were getting more confused that I was, eventually they assign someone from their 'Escalations Team' who appears (fingers crossed) to actually be taking control and attempting to resolve matters

Unfortunately, I have had to send them a couple more messages in the meantime, but it does appear whoever first reads them can see that my account is now assigned to that 'Escalations Team' member.

Good news is that if/when you do leave this supplier, you retain access to the online account ... and so can still access things like old statements, etc

The bad news is that when you leave, they mark the account as closed and that seems to prevent any more statements being added to the account e.g. the annual statement, or even a regular/final statement. But they do send you an email telling you to go and view it, even though it ain't there! :cool:

However, if you message them, they should be able to email such missing statements to you

footyguy

Merit where merit is due.

Now that I have a personal 'Escalations Team' member assigned to my account, progress is certainly happening.

It would appear they have secured getting the supply back to them under the Erroneous Transfer Customer Charter; should happen next week hopefully.

There's still a few more issues on their 'To do' list in order to get the account straight thereafter, but they seem to wish to take things one step at a time at the moment, which is fine by me (now that they are keeping me informed of those steps they are completeing and still planning)

buglawton

footyguy wrote: »

I have explained previously the tortuous issues involved in trying to use theiSuppy meassaging system.

e.g. If they message you and you wish to reply, they may not give you that option.
So you have to start a new message.
But to start a new message you must first read a FAQ
That automatically puts a title to your message (which probably doesn't exactly fit your message content, as it relates to the FAQ, and if the FAQ answered the point, you would not need to message them!)

Anyway, now I dicover that if you use the same question repeatedly, they block you sending the message to them saying


Good job there are quite a range of FAQs to use


Also they have today sent me a message (about an hour ago) stating I must reply by 27-Apr-2016
:cool:

You've just singlehandedly put me off iSupply for my upcoming switch. I thought that wilfully obstructing customer communications was the preserve of the big 6, not of the supposedly nimbler/smaller operators.

footyguy

I'm hearing rumours iSupplyEnergy have suspended new sign ups to all of their tariffs.

I'm not sure if it affects existing customers but I've had issues since early May, see above. My online account shows as their most expensive variable tariff, but they have assured me they will manually adjust that each bill ... we'll have to wait and see.

But they appear to have been removed from all comparison sites (I've checked EHL, Energylynx & CEC so far)

It does appear you could still sign up using their own website, but don't be surprised if when you try, they come back later and reject your application.

I don't know why they have decided on this course of action, but it doesn't look good. It may be in preparation for the worst, or it may simply be that as they are clearly struggling to service existing customers, they've closed their doors to new ones until they get themselves sorted out.

tori.k

I'd rather pay more than deal with I supply again they deliberately set direct debits way to high with their winter weighting and £100 buffer then it's a royal pain to get the credit refunded . Ended supply 8th June final bill 30th June incorrect there end (readings correct just removal of a computer generated charge) now have to allow 14 days for correct bill and another 28days on top for refund, so now told the £132 they owe me should be with me sometime in August maybe.