ISupplyenergy

Chef1980uk

Expected Monthly Direct Debit From
01 January 2013 £92.00

I'm about to receive my latest statement to cover the next 3 months and they have messaged me to say they are increasing the amount I pay to the following.

Expected Monthly Direct Debit From
01 December 2013 £153.00

that's a pretty big jump, considering our heating is done through coal and not electricity, our winter usage is no where near that much of an increase. Our tariff is fixed for 12 months and ends on 31st December.

Slightly confused.

1 Jul 2013 - 30 Sep 2013
You have used 2,222.1 kWh of electricity in this period
Balance brought forward from previous statement £11.61
Total costs this statement
Payments made this period
Your balance
-£276.00
Your energy statement summary
£263.71
You don't need to do anything. We'll carry this amount over to your next statement.
£0.68 credit

---

1 Apr 2013 - 30 Jun 2013
You have used 2,447.4 kWh of electricity in this period
Balance brought forward from previous statement -£0.87
Total costs this statement
Payments made this period
Your balance
-£276.00
Your energy statement summary
£288.48
You don't need to do anything. We'll carry this amount over to your next statement.
£11.61 owing

---

1 Jan 2013 - 31 Mar 2013
Energy Plan Name: iFix 201312 - £20 Credit

You have used 2,509.1 kWh of electricity in this period
Total costs this statement
Payments made this period
Your balance
-£296.00
Your energy statement summary
£295.13
You don't need to do anything. We'll carry this amount over to your next statement.
£0.87 credit

Medusa_nw

I have had a similar message today, more than doubling my monthly payments from 01.01.14! No idea where they get that figure from, I owe them a small amount but it works out at less than a fiver a month, and they have increased my payments by £45 per month! Also, looking at my bill and the small print, my fixed price expires on 31.12.13, and apparently unless I let them know otherwise I then automatically get changed to their Standard Variable Rate. There are no instructions on how to let them know not to do that (presumably they expect you to do it via the frankly rubbish online messaging system), and nowhere on the website that I can find does it say what these Standard Variable Rates actually are. I can feel a supplier switch coming on...

m2_225288

Well it looks like it is yet another sign of the company incompetence.

There used to be another thread about this company
"iSupply Energy Feedback Thread" over here:
https://forums.moneysavingexpert.com/discussion/4272861
but it has been deleted for some strange reason.



I have had problems with this company since my inception in December 2012.


First of all, I have been told that they do not Offer Economy 10 after signing
up and phoning them to make sure that all goes well when switching.
So I contacted Alex.Gow who has been helpful all the way.

Then come the 3 months log issue trying to solve the way they recorded
Peak and Off-peak on their website and Mr Gow passed me to Kelly.Baddams that has been all but unhelpful.

Then the issue with recording the readings online, if you do not submit
your meter reading at 1st of every month you get estimated bills
(that messed up with my recording system, as I record my electricity
usage on spreadsheet) and their billing system can't be amended as per Kelly.Baddams
who once again been unhelpful, unlike the big suppliers that if you get estimated bill and submit your reading will amend the bill, but no with iSupplyenergy

And now, increase in Direct Debit that is well above what I use:

Date / Bill / Collected / Shortfall / Average per Month
01.04.13 £134.50 £104.00(1) -£30.5 £44.83
01.07.13 £102.98 £94.00(2) -£8.98 £34.33
01.10.13 £104.87 £84.00 -£20.87 £34.96

---

TOTAL £342.35 £282.00 -£60.35

1) Initial credit for joining £20
2) Credit for inconvenience regards the Peak/Off-peak I emailed them for 3 months £10



Now from past usage I can tell that my last bill should be no more that £140 for
last quarter of this year and they would have collected £84 that would leave a total
shortfall of cca £116. But my average consumption if they looked at meter reading
I submit every month on 1st is:

Date / El. used in £ / El. used in £ per month
1.02.13 47.24 (47.24)
1.03.13 92.83 (45.58)
1.04.13 134.50 (41.67)
1.05.13 30.96 (30.96)
1.06.13 68.25 (37.29)
1.07.13 102.98 (34.73) Estimated!
1.08.13 32.19 (32.19)
1.09.13 70.12 (37.93)
1.10.13 104.87 (34.75)
1.11.13 35.06 (35.06)

So they have this data and should have worked out my best Direct Debit amount from it,
but it does not look that they employ competent people

Here is the message:

Here at iSupplyEnergy we periodically review your energy consumption and forecast your future consumption based on the latest information available to us.

The reason for doing this is to ensure that you keep on track to pay the right amount for the energy you have used within the Energy Plan period.
We aim to minimise any final payments we may have to ask for, or refunds we may have to make, at the end of the Energy Plan period.

As a general rule your winter consumption is significantly higher than your summer consumption and our forecasting reflects this.

After comparing this forecast with your future payment plan we have forecast a shortfall of £127 at the end of the Energy Plan period (31/12/2013) and need to revise your payment plan as follows:


From 01/12/2013 your monthly payment plan amount will be £70.


This reflects an increase in your monthly payments of £42 and is due to higher expected annual consumption than initially advised.
We will be in touch with you regarding arrangements for payment of the remaining shortfall. Please feel free to contact us if you wish to discuss this further.

The day of the month on which the payment will be taken by direct debit will remain unchanged.
Please also be reassured that your tariff rates (p/kwh and p/day) will remain the same as agreed within your Energy Plan until the end of the Energy Plan period.


So my question is:
- can anything be done about the Direct debit amount?

- as @Medusa_nw mentioned, my tariff will come to an end
soon as well, what is their Standard Variable Rate
and is there anyone else that can offer
Peak@ 12p
Off-peak@ 7.4p
Standing Charge@ 21p per day or cheaper on the market?

Bluebirdman_of_Alcathays

I don't think you should be naming individuals outright, they are entitled to some privacy away from their job.

m2_225288

Not according to Google, their names are already in public domain
as per Business Dorset posts / LinkedIn ......

http://www.businessdorset.co.uk/news/businessnews/10257542.iSupply_Energy__We_re_bucking_trend_by_reducing_prices

http://www.businessdorset.co.uk/news/businessnews/9975657.Bournemouth_energy_firm_aiming_to_take_on_big_boys/

http://www.linkedin.com/pub/kelly-baddams/54/51b/703


Would it be nice that you could contact them direct when 1st tier help fails, maybe straight from their "Account Management" website?

Oh that would be good customer service ..........

Chef1980uk

In the contract there is a £30 exit fee. Do I need to wait until the contract ends and let it go to their standard tarrif and then compare and switch the following day?

Or can I compare now and choose the start date for the next day after this contract ends without paying the fee?

freeganneist

I'm on my 2nd 1-year fix with them and have found them fine to deal with. The initial switch to them went well, and although they can be a bit slow to respond to messages they do get back eventually, and my feeling is that they prioritise what's urgent. I've only needed to call them once, and it was about a 12 minute wait, after which I spoke to a very helpful person (ie not someone working from a script). After recently being told by British Airways that it would take over an hour for them to answer my call, 12 minutes felt reasonable in comparison!

For my new contract, they increased the direct debit far more than I calculated was necessary. They'd applied a winter weighting, which I think is fine for a small supplier if they need to cover their costs in winter, but my electricity use doesn't vary much seasonally and I wanted to be charged evenly. They took a look at my past use and we agreed an "even" amount, then I was asked to message my request rather than finalise it over the phone. I had a response within a day to my message, confirming the amount.

I'm happy to receive a slightly less instant response to non-urgent issues if it keeps my bills lower, and they seem competent to me.

So far I'm a happy customer, but I'm waiting to see what happens about the reductions the government's announced today. Having just fixed a deal that was the best I could find, I hope I made the right decision.

andrewc_2

isupply are not responding to my requests for a refund of the significant cr balance on my account.

Has anybody successfully received a refund of a credit balance on request ?

Rhenser

andrewc wrote: »

isupply are not responding to my requests for a refund of the significant cr balance on my account.

Has anybody successfully received a refund of a credit balance on request ?

Why have you built up a significant credit on your account???

iSupply originally set the monthly amount as 1/12 the annual amount calculated on the figures you initially provide.
(For new customers that start October - March, this figure is initially 1.2 times bigger to allow for higher anticipated winter usage)
The DD amount is then regularly reviewed based on meter readings which you are asked to provide at least once every 3 months, although you can provide them more often - the more often the provision of meter readings, the more accurate they can estimate any revision to your monthly payments.

Have you provided regular meter readings?


In regards to the allegation they have not responded to your request, have you followed the suppliers official complaint procedure?

ellajuk

I recently sent in a meter reading and had a message back saying that the meter reading is not validated. I also messaged them a request to have my DD reduced, had an automated reply to the fact that my message has been received. I prefer to keep my payments regular throughout the year without being overcharged by 30% for the winter months as electricity is not my main source of heating it remains constant throughout the year. I also messaged them last year about this but they estimated I would use more electric in the winter months, seems odd that the contract had an original agreement to take a set amount of DD.. then they change it with no evidence that I have gone over this quote.. Also due to the fact that I have not had a statement since end of December I feel I have kept in the dark (also my money) I have now applied to switch suppliers as I feel I have no control whatsoever.