Add your feedback on energy supplier iSupply

VX_Foxy

iSupply are the second most shockingly incompetent company I've ever had the displeasure to deal with (the first being Wren Kitchens). They mucked up the transfer to them - it took almost a year to get our first gas bill, and now we're out of contract they're mucking up our transfer away from them.

Due to their original !!!!-up there was an outstanding balance on the account when we applied to switch so they objected to the switch. We've cleared that balance but the account hasn't been updated. We're obviously continuing to use gas so there is an additional balance on the account but because they haven't updated it we can't clear it to enable the transfer.

Now they're saying that we need to re-apply to transfer because of the first objection.

Infuriating is not the word!!!

LDCA

I left iSupply 2 months ago and have still not received a refund despite chasing by phone and message 8? times.
Throughout my time with them, they kept both gas and electricity accounts £100+ in credit yet still took money by DD every month.
The month after the accounts were closed, they took another payment. I phoned and was told it'd be refunded. Of course it hasn't.
When I escalated the complaint, following their procedure I got a brusque response telling me they're entitled to take 14 weeks to refund from the final bill. The final billing dates were a month after account closing...
It seems their ploy is to overcharge and hang on to the money as long as possible to earn interest on it.
My theory is their money is made from earning interest on other people's money more than any profit made from billing.
They haven't quite had their 14 weeks but I'm not prepared to give them nearly 5 months of hanging onto my money and will escalate to ombudsman.

Biscuit_Tin

LDCA wrote: »

I left iSupply 2 months ago and have still not received a refund despite chasing by phone and message 8? times.
Throughout my time with them, they kept both gas and electricity accounts £100+ in credit yet still took money by DD every month.
The month after the accounts were closed, they took another payment. I phoned and was told it'd be refunded. Of course it hasn't.
When I escalated the complaint, following their procedure I got a brusque response telling me they're entitled to take 14 weeks to refund from the final bill. The final billing dates were a month after account closing...
It seems their ploy is to overcharge and hang on to the money as long as possible to earn interest on it.
My theory is their money is made from earning interest on other people's money more than any profit made from billing.
They haven't quite had their 14 weeks but I'm not prepared to give them nearly 5 months of hanging onto my money and will escalate to ombudsman.

It's good that the supplier managed to send you a final bill just 4 weeks after the actual switch was completed as they are allowed up to 6 weeks.

The final bill should be settled either way within 2 weeks being issued.

Ask iSupply for their source of the 14 weeks they refer to, if they are refusing to settle.

There should have been no further DD collection after the final bill, unless that was included within the final bill produced.

Billyoo

Took over an empty flat from previous occupier. Nothing sent so I could change for some time. In the meantime they had assumed I had been using at the previous 'occupied' rate. When I went to switch they stopped me because I 'owed' based on their estimates over £30 on electricity (but did let the gas switch go through as it was lower). Despite providing meter readings wouldn't believe me. Had debt collection letters in the meantime - even though I had told them the situation & why I wasn't going to pay anything until they produced a bill based on the correct usage and tariff. Each 'bill' on the account they had created, but not told me about, had different rates on them. Only when I contacted their complaints team did they 'fix' it - the debt collection ones implied that I was lying. Loads of work to just get it sorted..

Shavuot

Billyoo wrote: »

Took over an empty flat from previous occupier. Nothing sent so I could change for some time. In the meantime they had assumed I had been using at the previous 'occupied' rate. When I went to switch they stopped me because I 'owed' based on their estimates over £30 on electricity (but did let the gas switch go through as it was lower). Despite providing meter readings wouldn't believe me. Had debt collection letters in the meantime - even though I had told them the situation & why I wasn't going to pay anything until they produced a bill based on the correct usage and tariff. Each 'bill' on the account they had created, but not told me about, had different rates on them. Only when I contacted their complaints team did they 'fix' it - the debt collection ones implied that I was lying. Loads of work to just get it sorted..

Terrible, isn't it?

You'd have thought the energy companies would have a common system for new tenants that have just started a tenancy agreement - probably like homeowners who have just bought a new/different house.

But would anyone follow it if the energy companies did such a drastic thing?

The answer would appear to be NO! :cool:

Andrew1974

A really rather rubbish supplier. Their on-line acccount has been off since 11pm last night. Rubbish.

dcos

I am coming to the end of my 36 month dual fuel contract with iSupply and have had no problems and unit costs have been as expected. I’m not deciding if to stay and that will depend on the price comparison.

glennevis

Breaking news.

Just had an email from iSupplyEnergy:

"We’re writing to let you know that iSupplyEnergy is withdrawing from the UK energy supply market and will soon stop being your energy supplier. To ensure your energy is in safe hands, your supply will transfer to EDF.

You don’t need to do anything. Your supply won’t be interrupted. Your prices won’t go up."

Doesn't surprise me. I haven't had a bill since I joined in August so I've had to do my own calculation to ensure the monthly DD is about right.