Add your feedback on energy supplier iSupply

jrio

"Unfortunately due to system issues we have been unable to issue your refund to the timescale we had hoped for. We have now accrued a backlog adding to the increase of refund requests so close to Christmas.

We are working hard to clear this backlog and HOPE this will take no longer than 2 weeks. We understand your disappointment in us due to this wait, but please do bear with us at this time. Your patience is appreciated and we hope to get your refunds to you as quickly as we can."

This means that from the end of the contract they expect you to wait up to 10 weeks to receive money owed to you.

amtrakuk

well I've finally moved from isupply and wasn;t as smooth as i expected. First they put a block on my account being moved as I had a balance to pay off. Finally they lifted this and was advised to wait for a settlement figure. I did and an email came though - fair enough. Then the NEXT DAY I got a demand for payment for the outstanding amount. The way it was worded did seem a bit threatening. However I was able to pay the amount in full over the phone.

AirCooledHeaven

I discovered after switching to isupply that going for the absolutely cheapest deal is not always the best thing. Once you've signed up with them they will no longer accept any communication from you by phone, you're forced to use their on-line messaging system, and if you get a reply within 7 days you're doing well. They have absolutely the worst customer service I have ever experienced and I wouldn't wish them on my worst enemy. Everything is sweetness and light when you're signing up but if you need any help afterwards then forget it. I have just switched from them to ExtraEnergy, isupply blocked my switch twice despite my account being over £100 in credit, to try and keep me locked in to them. Seven weeks after my switch I am still waiting for a refund of my credit balance. All the bad reviews are true...

The_Last_Username

Just contracted for my 3rd year with iSupply ......... and according to (the variety of) comparisons I looked at, they were STILL the cheapest by a fair bit. :cool:
Yeah their website is "flakey" BUT (in MY case) they respond to queries quite promptly and issues DO get resolved - if at the expense of a little time and effort.
There are worse suppliers out there; look on these forums to see that.
At the end of the day, it's the £'s out my pocket that I care about.

jrio

Outstanding credit refunded a week after notifying them that I had referred the issue to the Energy Ombudsman. That was 9 weeks after the end of contract, 6 and a half weeks after the final statement.

Adjohar

I joined iSupply Energy in January 2014 and had no problems until I needed them to change my meter having been told that the time clock was not switching between day and night rates.

The experience was not good, and it took two months of going backwards and forwards to eventually solve the problem.

As with other customers I could not get replies by telephone or their website communication system - until the problem became almost 8 weeks old, when suddenly they became very communicative and are now trying desperately to hang on to me as a customer.

However, as I have now discovered, the MSE quote for the best swap for me this year is...(dramatic pause).... iSupply Energy, where I can save over £100 on my fixed energy cost for 2014! So why have I been paying so much for the first year?

I am now awaiting their deliberations as to what they will charge me if I do not swap this year, which, to be fair, they have promised very shortly.

More anon.

Lou-s_2

I have been with isupply for 2 years now and have never had a problem. I can change my direct debit amount without any problem. They do like you to use the online system for contacting them but not a problem. They have offered me a new tariff when my current one expires next month which will save me £45 per month - so what is not to like!

Ranchu

I used Isupply Energy for two years without any hassle, in December I received an email to renew but found a better deal. I asked ISupply if they could match, they gave me two options. I chose option 2 and emailed them back, because I hadn't "hit" the button they ignored this request and put me on the higher tariff. I cancelled the account and had to wait over a month for my refund, despite 3 emails to chase my money...if you call them they are rude and are not very good at putting things right.

Millie01_2

They are just awful, i wish i had never switched. difficult to contact. don't understand my problems billing difficult and on and on and on.....
don't do it.

GrouchoMinx

I switched from iSupply in January (account balance in my favour of £293) to First Utility.
Both took Direct Debits in February (have now cancelled iSupply's).
I asked iSupply for my overpayment to be refunded, after 2 weeks they replied: ''We are currently awaiting the final end meter reading to be provided by your new supplier. Once we have received this your final statement will be produced and the refund process will start from the date that the statement has been produced. Apologies for the delay in response, to speed up the close down process please contact your new supplier to get them to send the information we require sooner.''
I haven't received a proper response from First Utility yet, I expect to have to harrass on social media and go to Ombudsman to get my money back - the whole situation is bizarre and unfair to customers. However I don't expect much more from any other company.