Add your feedback on energy supplier iSupply

TMC19

I will be moving away from I supply as soon as my year's contract comes to an end. Their customer service is appalling.

The only way you can communicate with them is essentially through their online messaging system, which I find quite difficult to use. You have to go through FAQs, but when you get a reply you can't respond, you have to go through FAQs again, but it has to be a different FAQ, not the one that you were originally asking the question about :mad::mad:

They don't respond to queries promptly at all. I have been waiting for more than a week for a reply to my last query about my dd. I had to take time off work today to phone, as they are only open during weekday office hours. It took 30 minutes to answer the phone. They had cancelled my direct debit erroneously five months ago and I have been trying to get it reset up ever since. They eventually emailed me a form which I had to print off, sign, scan and send back to them. Every time I tried to print, the signature section missed off, so I messaged my details and also asked them to post a form to me. They told me not to worry as they would reinstate the dd. They then sent me a statement saying that I had no dd :mad: Then they didn't reply to my messages :mad:

Before they cancelled my dd they had increased it by 50% based on huge overestimates of my usage. When I queried this, they did not reply to my messages. By the time I leave them I am going to be hugely in credit. Even though I send in meter readings it takes weeks for them to respond by altering the statement.

I have tried most of the big 6 over the past few years. Let's face it, customer service isn't great with any of them. I've found British Gas to be best but not not always cheapest. I went with isupply because they were cheap, but I would rather pay a bit more and know where I stand than feel like I am left without a clue as to what is going on.

I put in a formal complaint with them today, but based on my experiences, I doubt that I will get anywhere.

c1834be25

robp1000 wrote: »

Signed up for ISuppys 3 year fix which was due to start on the 20th Dec.

Just received a message today from them:



Will give them a call in the morning for more information. Is this a problem at their end or mine? Never had any problem with previous energy switches?

Cheers in advance

Rob

@robp1000: I just got the same thing. Like you, never had a problem transfering before (and I am in credit with my current supplier, in case that is relevant).

Does anyone know what the cause is or how to go about fixing it?

David

footyguy

c1834be25 wrote: »

@robp1000: I just got the same thing. Like you, never had a problem transfering before (and I am in credit with my current supplier, in case that is relevant).

Does anyone know what the cause is or how to go about fixing it?

David

Try calling them on 0330 2020298.Lines are open 9am-5pm, Mon -Fri.

Are you supplied via an IGT?

Not sure why you are attempting to switch your gas supply to them anyway - I feel sure there is probably a better gas deal out there for you. Consult a comparison site to find that best deal for you.

c1834be25

@robp1000: Just spoken to iSupply and was told that this indicates a delay in getting the supply transferred, but it will still go ahead.

cos_2

I just got the same message. It seems utterly ridiculous, so I've messaged them to say if they can't accept me as a customer for both electricity and gas they can get stuffed.

Broadleaf

I had the same, Rob. But only for the gas, not for the electricity. I called to find out more - as it said in the "message" only to discover:
1. Their answer message is so poor in audible quality I had to call five times to eventually get to an option in the hope of speaking to someone. But even here, the music went on for a bit before disappearing with no connection to a person.
2. I wanted to ask exactly that information meant and ask another question. No reply to the second question means I could be left high and dry without electricity on or near the changeover date and none of the literature provided to date gave me a clue (for what might be a routine thing I imagine).
3. I went back online to try to ask them there with a message. To "ask a question" you just get taken to a page with a list of the usual.
At this point I went back to my messages and after about a minute of going around in circles I cancelled my electricity contract which was still in its cooling off period.
The bottom line? I don't think you should be disappointed. There's "keeping costs down" and there's also that age-old foundation of allowing your customers to contact you.

380

Like many others I have found the switch process to isupplyenergy is complicated and cumbersome. The website is clunky and has fallen down twice while I've been using it.
I was sent an email request to submit my first meter reading but the website says they are "still waiting meter readings from industry" - whatever that means.
The 'helpline' took 30+ minutes to be answered. The operative did try to be helpful but clearly the whole system is not especially fit for purpose.
I have been charged an upfront fee of 63 quid. Apparently whatever my meter readings I will pay this for the first three months and then may be able to change them.
I have 18 months to go (!) but have a feeling that I'll bail long before them. I was with First Utility and they may not be the cheapest but their processes work and their App is transparent and easy to use.
All that glitters is not gold - be warned.

MrMaloney

Are there any rules over how much and how long a supply company can hold onto credit balances for?

I have just renewed on a 12 month fixed contract with isupply, as it looked to be the best going for me. My issue is that they have been holding onto a £417 credit and have over the past 2-3 months made excuses why they couldn't refund, such as we need to wait for another meter reading. I pay £66/month currently (they increased it from £43/month in April last year. After threatening to phone up radio 5 when Martin is on next week etc they did eventually offer to pay £250 now and then refund any other balance when I change onto the new fixed contract on 4 Feb. I asked how long to refund the £250 and they said 28 days. I did state that it is possible to carry out same day bank transfers in the UK and whilst I wouldn't expect it today I would have thought it was possible to work through their internal checks within 3 or 4 days. All she could say is she would mark it as urgent. There must be rules on how much and how long supply companies can hold onto customers credits??

In one conversation with them on the subject at the beginning of the month, we touched on meter readings. They said they were legally obliged to send out a meter reader at least once every 2 years. I pointed out thtI hadn't seen one and I've been with them over 2 years. They have now booked on for 3 Feb. My own meter readings I supply to them have all been "validated". I have an eon installed smart meter, they say they can't read smart meters ... yet. However, the company they contract out to for meter readings do seem to be able to read smart meters (I forget the name of the company but went to their website and they said that they can do this). I'm guessing my meter readings are being validated by the contracted reading company who check my smart meter reading. I would guess that either it's cheaper for them to do it this way, or they hide behind being unable to read smart meters as a way of inflating estimates.

footyguy

MrMaloney wrote: »

Are there any rules over how much and how long a supply company can hold onto credit balances for?

I have just renewed on a 12 month fixed contract with isupply, as it looked to be the best going for me. My issue is that they have been holding onto a £417 credit and have over the past 2-3 months made excuses why they couldn't refund, such as we need to wait for another meter reading. I pay £66/month currently (they increased it from £43/month in April last year. After threatening to phone up radio 5 when Martin is on next week etc they did eventually offer to pay £250 now and then refund any other balance when I change onto the new fixed contract on 4 Feb. I asked how long to refund the £250 and they said 28 days. I did state that it is possible to carry out same day bank transfers in the UK and whilst I wouldn't expect it today I would have thought it was possible to work through their internal checks within 3 or 4 days. All she could say is she would mark it as urgent. There must be rules on how much and how long supply companies can hold onto customers credits??

In one conversation with them on the subject at the beginning of the month, we touched on meter readings. They said they were legally obliged to send out a meter reader at least once every 2 years. I pointed out thtI hadn't seen one and I've been with them over 2 years. They have now booked on for 3 Feb. My own meter readings I supply to them have all been "validated". I have an eon installed smart meter, they say they can't read smart meters ... yet. However, the company they contract out to for meter readings do seem to be able to read smart meters (I forget the name of the company but went to their website and they said that they can do this). I'm guessing my meter readings are being validated by the contracted reading company who check my smart meter reading. I would guess that either it's cheaper for them to do it this way, or they hide behind being unable to read smart meters as a way of inflating estimates.

See your thread here for replies
https://forums.moneysavingexpert.com/discussion/5591478

23Bunter

I've had a similar (very bad) experience with this lot.
On switching in 2013 they quoted a very attractive rate based on existing certified consumption figures, so of course I signed up and paid regularly.
In year 2, the rate more than doubled for same consumption + perhaps 12%- also paid regularly.
In year 3 we moved house, so asked them to transfer supply - provided meter reading etc. They completely screwed up this simple procedure, so switched to B Gas in exasperation.
But then the trouble starts. On exit they demanded £450 on account of Year 1 consumption, despite having had accurate figures and quoting a fixed price.
Obviously just a misleading dodgy practice to entice new customers at the outset.
Also their `customer service` is appalling - inefficient, tedious and rude.
New customers beware - you will just get charged more down the line.