Add your feedback on energy supplier iSupply

Timl

I've switched at the end of the contract - and have a large credit balance that I am trying to get refunded. They "lost" the final meter reading and so far have acknowledged my complaint - but taken no action. Promised a response by Wed (on email) promised a call back today after 20 minutes in the phone queue. Are they going broke? Feels like it.

youth_leader

Actual electricity supply is OK but their administration is very poor.

I stayed with them and renewed in December 2014 and was over £300 in credit. I asked about the credit and was told it would be investigated and I could have a 'holiday' from direct debits blah blah.

I didn't hear anything and got in touch again - it seems the delay in my statement has been caused through their system not recognising that my meter has rolled over? Doesn't everyone's?

I have finally had my statement tonight and I am £800 in credit. I could have had this money in my ISA earning a tiny bit of interest, why should they have had it for three months! grr!

Have written tonight to ask when it will be refunded and if I don't hear back by Monday I'm cancelling my direct debit, I'm so fed up with talking to a brick wall.

Dudds112

Having used this supplier for the past 8 months, I will not be using them again. After a tenant took over the bill, isupplyenergy took over four months to refund me the £300+ that they owed me and this was after constant badgering by me via phone and email. This was after they continued to take two months direct debits of £87 each after the account was passed to the tenants. To add insult to injury they then charged me an exit fee despite the fact that they were still the suppliers to the address and they had kept all my money for four months with no interest paid! Wouldn't touch them with a barge pole.

footyguy

Dudds112 wrote: »

Having used this supplier for the past 8 months, I will not be using them again. After a tenant took over the bill, isupplyenergy took over four months to refund me the £300+ that they owed me and this was after constant badgering by me via phone and email. This was after they continued to take two months direct debits of £87 each after the account was passed to the tenants. To add insult to injury they then charged me an exit fee despite the fact that they were still the suppliers to the address and they had kept all my money for four months with no interest paid! Wouldn't touch them with a barge pole.

Oh dear...

Why was the account £100's in credit?

Why did you allow the supplier to continue to take direct debit payments months after you closed the account (leaving the account in credit)? Did you read the Direct Debit Guarantee?

Why did you allow the supplier to charge you an early exit fee when you moved from the property???

chlove

iSupply overbilled us by 40% fand took over 3 months to refund a 400 GBP credit after we transferred to a new supplier.

Impossible to get hold of customer services. At least three sets of emails/3 weeks per enquiry just to get an acknowledgement.

Still billing 4 months after cancellation. Had to threaten legal action before billing ceased.

The iSupply business model relies on under quoting and then floating the company finances on a tidal wave of customer's money in interest free credit.

iSupply are not fit to run a whelk stall - avoid at all costs.

footyguy

chlove wrote: »

iSupply overbilled us by 40% fand took over 3 months to refund a 400 GBP credit after we transferred to a new supplier.

Impossible to get hold of customer services. At least three sets of emails/3 weeks per enquiry just to get an acknowledgement.

Still billing 4 months after cancellation. Had to threaten legal action before billing ceased.

The iSupply business model relies on under quoting and then floating the company finances on a tidal wave of customer's money in interest free credit.

iSupply are not fit to run a whelk stall - avoid at all costs.

Overbilled? :huh:

What do you mean, exactly?

Was there an error in their billing in relation to the tariff applied? Or perhaps the metered units? (Did you supply meter readings, and were they verified?)

Or do you simply mean the direct debit collected monthly was more than the cost of your supply?

The direct debit is initially based on consumption levels you advise them of, and the DD is set at 1/12 of that monthly cost.
So if you ended up £400 in credit because of this, you got your initial estimation of annual usage way out.

We are just coming to an end of a 12 month contract. We overestimated a little (about £36 I guess at the end, and that includes the £12 government credit). That's partly because, I think, this year was not quite as cold as some years.

They offered us a new 12 month deal (or we could go variable, but that is not so competitive). They also reduced our estimated annual consumption considerably - too far we thought.

Anyway, we decided to agree to another 12 month deal, but upped the consumption to what we thought was more likely (not quite as high as last year, but higher than iSupply suggested) - you can do this online when renewing. New, reduced monthly payment advised, because of lower tariff and lower consumption compared to last year.

I asked about the accrued credit via the online account, and they responded in about 2 working days. They agreed to reduce the previously advised monthly payment by a further £3 a month to hopefully balance the books by the end of the next 12 months (as per their terms)

I did cheekily ask if they could also consider the £12 government credit due in October to reduce payment by another £1 per month (since this produced 1/3 of the accrued credit last year) but they replied, again within 2 days, it was not possible to consider that future credit until applied to the account, but I could contact them again then if I wanted it to be taken into account.

GrouchoMinx

MY ADVICE IS TO SHUN THIS COMPANY

I'm about to escalate to complaints/Ombudsman. During the year they have been a nightmare, set my DD at too high a level and took ages to refund so I changed supplier in January (my advice to current customers is to withhold DD payments to get your overpayments down as their shambolic operation works at a snail's pace - they are extremely reluctant to refund) now I am being given the runaround. Here are our communications post changeover, they owe me almost £300. Please note the delay between my message and their reply, also the last message has me fuming!

05/02/2015
I have cancelled my direct debit. When will I get my final bill and refund?

23/02/2015
Thank you for your message. 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.


09/03/2015
My new supplier has confirmed they took over January 25, gave you final Meter reading February 14. After me contacting them with a copy of your last reply to me they have stated they have resupplied you these details.

13/03/2015
Thank you for your message. In response to your query, we have received the relevant information required from your new supplier, your account has now been forwarded to our billing department to run your remaining statements and all payments will show in this. Any credit that may be on the account once your statements have been run will be refunded to you.


15/04/2015
Please give me my refund. This is taking a ridiculous amount of time!

17/04/2015
Thank you for your message. We received confirmation of end readings from your new provider however they have transposed the readings and we have had to reject the readings asking your new provider to correct the problem and provide us with the correct meter readings. We will email you to notify you once we have produced your final statement.


So, if true, they know the readings were transposed, how difficult would it be for them to take these figures?

GuyKeshet

I would not recommend iSupply, as you will be paying for usage you did not consume and often not be billed so you wouldnt know if the bills are correct or not.
I used to work for a company that reconciles billing systems, so I know how to check my bills and contest them, but would you really want to waste time rechecking your bills on a regular basis becasue a new supplier cant build their systems prioperly?
(FYI _ it's not my view, their support agent s apologised and stated 'we're a new provider so our systems are not yet mature' ...)

DETAILS:
I switched to iSupply two years ago, as they quoted a cheap price on a comparison site.

The move was fairly easy, tough they have restrictive transfer dates (start or middle of the month). Like most companies, the DD starts charging immediately

They do provide telephone support as well as online, but my main issue with them - which has now prompted me to move companies - is their inadequate billing system.

Initially I was on an economy 7 tariff. I submitted the day and night reading correctly, but they flipped them so that I was paying high day rate for my nighttime usage whcih is of course higher.

It took multple calls to get it sorted - they managed to do it eventually, but only after several trials whereby they kept getting it wrong and incorrectly racking up hundreds of ounds of fake charges on my account.

I than moved house - their poor IT system cant deal with a housemove, so they had to cancel my account and create a new one as if I left them and came back. They promised they wont charge the early termination charge, but of course their system did. I had to complain to have it refunded.

I'm in my new house, and their billing system has simply given up - I stopped receiving bills from October 2014, so I'm paying monthly, and have no way of knowing what it is I'm paying for, do they owe me money or do I owe them.
I've complained 11 weeks ago and not only is the issue not resolved, my previous bills have disappered.

I have now taken this up with the Ombundsman and left iSupply.
Initially they rejected my transfer request claiming I owe them money. when I called to contest that bogus claim they agreed this was a mistkae and allowed me to leave - but again everything has to be done by arguing over the phone..

So- join them at your own risk, check your bills regularly, call and complain, complain ,complain or simpy go to an operator who actually can build a service, not just a sales team

footyguy

GuyKeshet wrote: »

I would not recommend iSupply, as you will be paying for usage you did not consume and often not be billed so you wouldnt know if the bills are correct or not....

What do you mean by "you will be paying for usage you did not consume", especially if you have not been billed.

They can only bill you against what your meter records, or is estimated to record. If you don't want an estimated bill, you know what to do
They also email you to request a meter reading a couple of weeks before billing.

They usually issue bills/statements every quarter.

As for iSupply transposing the E7 meter readings, as all readings are validated before use by the Meter Reading Agency (you can see online in your account whether or not they have been validated), then this suggests they were transposed with the previous supplier too.

Sandinsun

I have been a customer for a year now and am currently £391.00 in credit according to my last statement using their figures! Strangely other online statements showing a credit of £606.00 have disappeared since they had my reading validated.
I have been trying to get a refund for the last month and seem to be caught in a loop of e mails and delaying tactics. The latest being to claim a refund online under the 'Your Direct Debit Status' of the control panel. Having attempted to do this I'm informed I have no direct debit with them. This is strange since they are taking money out of my account every month!
I have fired off another e mail this morning and am waiting for a reply.