ISupplyenergy

tracey3596

See threads here : https://forums.moneysavingexpert.com/discussion/4901168
and here : https://forums.moneysavingexpert.com/discussion/4918607

A previous poster suggested that iSupply regularly review the payment plan (after meter readings); well, from various posts on this AND other forums, that would not seem to be the case.
In my experience, YES iSupply will review and ammend your payments BUT only if you (repeatedly) request this.

Wonder if this only applies to over-estimated payments?
As it does seem that iSupply are quite keen on putting payments UP at short notice (not my experience, but that of others posted on forums) but I have never seen another user say their payment has been reduced without asking.

So far and after approximately 18 months of iSupply, my experiences are mixed.
No problems with billing etc. but (as I admit I expected) it has taken effort on my part to request a refund (not yet received) AND (this bit not expected) for my payments to roughly match my actual usage.

It's almost ..... ALMOST ....... enough to make me wish for a return to the days of : Bill -> pay -> done!

andrewc_2

Rhenser wrote: »

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?

I have not made allegations, I have made statements based on shown by the history of my account.

I have provided regular meter readings throughout the operation of my account.

I initially advised them I was a low user due to the property being occupied only some of the time.

"Why have you built up a significant credit on your account???"
They have repeatedly failed to response to messages sent requesting a refund of a credit balance !!!

They have repeatedly failed to reply to complaints messages sent to them, again via the message system they state account holders should use and which comply with the guidelines for making complaints stated in their complaints procedure.

I waited 50 minutes to speak to their customer service staff today to be told "I can see all of your messages. I can only apologise for our failure to respond."
No explanation whatsoever, despite my repeated requests for same.

They have previously responded to messages related to none refund matters within 3 - 4 days.

surfsister

eaglesrjh wrote: »

anyone use this company for electricity?

doing comparisons i'm cheaper leaving dual fuel and going to separate gas and electricity supplies.

Isupplyenergy are coming out as cheapest electricity but I know very little about them.

anyone use them or know about them as a supplier?

customer services ARE RUBBISH!!!!!!

jjblue

Totally different experience for me from the majority of posters here.


I had no issue with the higher payments as I switched in February. Nor the fact that the you pay in advance by having the first DD taken on day of switching.


After my first bill, my DD amount was reduced automatically - albeit only by a pound . After my second bill I sent an online message requesting that my DD be recalculated as I had overestimated my annual consumption. I had did give them a call to follow up as had not heard anything 4 days later, purely because I was being impatient. I got through fairly quickly, and the gentleman agreed to send it for review taking into account my over estimated use and the credit balance I had accrued over the previous 6 months, I was told I would receive a message online in a few days. I received this the next day and I was pleasantly surprised as expected them to be reluctant to reduce payment amounts by much. They just asked I email back that I was happy with the figure which I was . All sorted.

jrio

jjblue wrote: »

Totally different experience for me from the majority of posters here.


I had no issue with the higher payments as I switched in February. Nor the fact that the you pay in advance by having the first DD taken on day of switching.


After my first bill, my DD amount was reduced automatically - albeit only by a pound . After my second bill I sent an online message requesting that my DD be recalculated as I had overestimated my annual consumption. I had did give them a call to follow up as had not heard anything 4 days later, purely because I was being impatient. I got through fairly quickly, and the gentleman agreed to send it for review taking into account my over estimated use and the credit balance I had accrued over the previous 6 months, I was told I would receive a message online in a few days. I received this the next day and I was pleasantly surprised as expected them to be reluctant to reduce payment amounts by much. They just asked I email back that I was happy with the figure which I was . All sorted.

That sounds pretty unbelievable. Mainly the part where you not only got through, but fairly quickly. An online reply the next day? Out of dozens of emails I think that happened once. Plenty with no reply and plenty telling me my latest bill was online when it wasn't.

I can't emphasise enough how dreadful their service is, like nothing I've ever encountered in over 30 years. Their latest trick was to issue me an estimated bill for the last 2 months, rather than for the 3 months from June to August.