Add your feedback on energy supplier iSupply

tracey3596

OoohhH! :eek:

Makes my experiences look kinda tame;
anyway, I have been with iSupply since Jan2013.
Transfer went okay, and I was given lots of notice before I chose to continue into a second year with 'em. :cool:

All bills received okay - and as far as I can reasonably calculate, accurate - plus (so far, MOSTLY) I have had reasonably fast replies from iSupply's online messaging service. Between one and three days seems the norm.
The telephone service I think we ALL know about; poor at best, and very "hit-and-miss".

The only problem I personally have had is in obtaining a refund; I have posted about this somewhere in these forums.
I was well-aware of the difficulties in getting credit refunded BEFORE I joined the company however, figuring that the potential saving outweighed any difficulties - since the Ombudsman would EVENTUALLY ensure satisfaction in my favour (hopefully) if the worst came to the worst.
To cut a long story short, I got my refund - after approx. 10 weeks of complaining and threatening. :mad:

To (perhaps, over-) simplify; my previous supplier wanted £102 per month, up from £80-something. One of the "big six". Based upon current pricing and usage. Yes, this year too.
Electricity only, as oil is used for heating.
What? :eek: I said!

iSupply (okay, after a little adjustment now is) £46! :T

A bit of a difference and - for me, with MY circumstances - worth the difference. :T Even WITH a little "hassle".


Which leads me to:

Hints for any senior Energy Supplier readers out there:

Technology is a wonderful thing in many ways.
When a reading is supplied, why can't you base a customer's payment on that reading?

Instead of "calculating" how much is used over a year, divide by 12 months and weight it (i.e. put extra on) for winter.

SO: you have (say) a reading every (2 weeks to) month - bill for what is used that month. (Um, didn't that used to happen the "old-fashioned" way with paper bills every three months?) :cool:

And before anyone suggests "but how do I know how much my bill will be?" or " how can I budget for ... "
You mean like car fuel?
Or mobile 'phone?
Or ... should I go on?
Because you can budget effectively IF you are aware of your usage, just like with your phone or car or ....

Stick with a planned payment system.

Just my tuppenceworth --- or is that fivers' worth, in the current socio-economic clime?

harryflash

As already mentioned by others:

1) Never answer calls.
2) Never reply to e-mails.
3) Online account management software has bugs, fires erronous "new bill" notifications and generates bills without numbers on.

The customer service is so bad for iSupplyEnergy that I am surprised that this website doesn't list it as a disclaimer against them, since this firm seem to be one of the cheapest and this website provides a disclaimer for "new, unknown" firms.

GrouchoMinx

I've been with them since Feb 1 2014 and am already over £300 in credit!

I asked for a refund of the overpayment and reduction of my DD after the first bill (less than £200 then, but I can do with the money as unemployed). They replied that it was not their company policy to issue mid-term refunds and offered to reduce DD by £6 if I agreed by a certain date.

Currently quoting the condition and stating the proposed reduction is not enough ...

... I don't mind providing the meter readings and doing everything online and there are breakdown bills easily accessible on the website, but I do expect to be treated fairly and the charges to somewhat reflect ACTUAL consumption!

I'm expecting to be given another brush-off. I'll post again if they surprise me by actually giving me some of my money back. I suppose I'll have to either go through the Ombudsman process or switch supplier and incur their penalty - grrr!

Not sure which would be the best option.

I do know that when this 'contract' is up or I change to another supplier I will not take the DD option ever again no matter what the 'incentive'.

A lesson learned :-D

jrio

Best to go through the Ombudsman rather than incur a £30 penalty due to their unresponsive attitude.

They seem to have completely given up on supplying me with statements and replying to emails.

IggyB

Have been with isupply since Jan 2013. Switch to them went smoothly, only took three weeks, and no problems since. Receive regular emails approx 2 weeks after they are prepared to advise that my statement is available online. They asked for final read after first 12 months was up, issued final bill, and then automatically reduced DD for next 12 months due to reduced usage.

So no issues for me at all.... but I've not asked them to do anything out of the ordinary yet to test their response times. Will post back if opinion changes.

jrio

Bill for April to June received on 30 July although dated 18 July.

I wonder how long they'll hang on to any remaining credit when I leave mid-September?

GraemeT

Hi all
Like others I have found this company to have very poor customer service - we switched to them in December 2012 with no problems. That contract ended in 2013 and we renewed on a new tariff - again no problems.

Our monthly direct debit had been around £40 but I informed them that our consumption would rise dramatically and it went up to £63 (actual consumption is around £160 a month).
In March 2014 I sent them a meter reading that showed this change and they decreased the payment to £47 a month!
In July 2014 we switched to a different company where we now pay £152 a month.

At the time of closing the iSupplyenergy account I had estimated we owed them £800 and was expecting that to be collected by Direct Debit when they created the final bill. I was therefore a tad surprised when they cancelled my direct debit.

Roll on to 17th September when they finally created my final bill and emailed it to me at 08:45 - at 17:41 they then sent me a 'pay up or we send the baliffs in' type of email which I have tagged on below.

The outstanding amount was ready to go in my current account and I have paid them using a bank transfer - their credit control department really needs a lesson in account handling (I'm a former Collections Agent and this sort of communication is the fourth or fifth stage we would have used on a truly delinquent account - not a 'gentle' nudge to pay a bill less than 24 hours old)

So my recommendation would be that whilst iSupply are often the cheapest on comparison sites be aware that you will get no customer service and when you switch from them calculate any outstanding amount and have it ready to go)

---

'nice email from iSupply

---

Our records show that we have not received full payment of the outstanding balance on your account of £822.35.

Payment is overdue on your Final Statement. Please make immediate payment using one of the methods below:

By Phone: Please call us on 01202 612 236 to make payment. There is an additional charge of 2.55% (plus VAT) for payments by credit cards. For debit card payments there is up to a 35p (plus VAT) charge per transaction.

By Post: Cheque payments must be made payable to iSupplyEnergy; Our postal address is iSupplyEnergy, Richmond House, Richmond Hill, Bournemouth, BH2 6EQ. Please put your customer reference number on the reverse of your cheque.

By Bacs Transfer:
Bank Account Name: iSupplyEnergy Limited:
Bank: Lloyds TSB
Sort Code: 30-80-89
Account Number: 26768560
(Please put your reference number as the reference number for the payment)

If you are experiencing difficulties in paying this balance then please respond by calling our Credit Control Team on the number above.

Failure to respond to this communication will result in further action being taken against you which may include court proceedings.

Once you have made full payment please let us know to prevent any further action being taken against you via: isupplyenergy.co.uk/MoneyOwed.aspx If you have already sent payment for this invoice within the last few days please accept our apologies and disregard this email.

Thank you in anticipation of your prompt response.





Credit Control Department
iSupplyEnergy

amtrakuk

The first time I've come across problems with a supplier.

I'm trying to move providers towards the end of the contract from isupplyenergy despite phoning up and saying I was happy to pay the early cancellation fee. Every attempt from the new supplier is "blocked", again speaking to isupplyenergy I was told there was an automatic block to avoid poaching. I was told the block was lifted but yet again the request has again been blocked.

Every meter reading I give results in a "Meter reading Not Valid" in my inbox. I have phoned numerous occasions about this and they can't give an answer.

Next stop - regulator

Dan_Avery

I tried to switch to isupply at the beginning of July. I heard nothing by the end of August so I thought perhaps I had not submitted it. I checked my records via the Cheap Energy Club and it looked like it had been submitted. I submitted again as I could still make savings. 2 weeks later I got an email stating that I could not be accepted as my meter was not compatible. Presumably because it has Economy 7 and normal usage, but it did not say. Needless to say a disappointing service - ignored the first time and rejected the second! I've just applied to go to Eon on a deal that may save me £120. Fortunately that seems a good deal for 8 weeks lost. I'm all for giving new companies a chance but I recommend that you consider my poor experience if you consider iSupply.

jrio

4 weeks from the date of the final statement to receive a refund on credit owed(over 6 weeks from the date when the switch was completed).

A shoddy, utterly inefficient company. I've no doubt they wouldn't give me anything like 4 weeks to pay money owed on a final statement.

Although, they often took over 3 weeks to generate a statement from a reading, so it is consistent.