Isupply - Can't get my refund back!

tracey3596

Thanks for that As1 - I'm pleased you got your refund.
It's good to know that customers CAN get refunds . . . without resorting to Ofgem; now if iSupply can clean their act up a little MAYBE they could become one of the few energy companies to get good reviews!
I just had a reply to say they have requested my refund BUT to please be patient as they have lots of refund requests.
I will update if I too receive a refund.

Rixx_W

I spoke to iSupply 10 days ago after the complaint I left 12 days before that wasn't answered.

They apologised that the complaint had been overlooked and not responded to and that my refund would be dealt with by Wed and would be with me within the week. I know it shouldn't take a week but I gave them the benefit of the doubt and waited.

After nothing arriving, I phoned today and after almost 23 mins waiting in the queue, I was answered. According to the system the refund went through a week ago however after I said it hadn't, we finally got to the problem that the accounts dept refunded the money to my old bank account which I closed last May and not to my current one which they took Direct Debits from until Feb this year. When I also queried why they didn't look into this when the refund bounced straight back to them from my defunct account, this also couldn't be explained.

Well the money should be back into my account today (tomorrow at the latest) but it has definitely confirmed that I shall never use iSupply in the future.

tracey3596

Let us know if you get your refund please?
Myself?
Five weeks in from complaint; now I have upgraded the complaint as per iSupply's complaints policy.
Ho-hum.

Rixx_W

Refund came through on Friday and that's that. :j

tracey3596 you may need to give them a call, as the email complaints system doesn't sem to really work (when I said to the CS that I had sent in a complaint, they couldn't see it till I told them exactly when I sent it in).

Hope your wait isn't much longer.

pooch

Rixx_W wrote: »

...I'm still awaiting the refund and the 28 days is due up on Tue, so I'll see what happens then.

Rixx_W wrote: »

Refund came through on Friday and that's that. :j...

Happy to hear you have received the balance back, and ahead of tomorrow they gave as the long-stop

Chef1980uk

Still waiting for my 3 figure sum to be refunded. I shouldn't have to go through their complaints process to get my money back when I'm no longer a customer. I sent them a message online asking for it months ago and they said they had issued it, a complete lie. It's theft and I'm taking them to court shortly as I want the interest added aswell.

yasmup

Chef1980uk wrote: »

Still waiting for my 3 figure sum to be refunded. I shouldn't have to go through their complaints process to get my money back when I'm no longer a customer. I sent them a message online asking for it months ago and they said they had issued it, a complete lie. It's theft and I'm taking them to court shortly as I want the interest added aswell.

I'm in the exact same situation.

I want a Ferrari.

:cool:

tracey3596

UPDATE:
7 weeks next week since I turned my request into a formal complaint.
So one week until I begin through Ofgem.

Phone calls: - although I can get to speak to a human, it does no good. Through Option 4 (Complaints), it's a case of "I'll ask accounts & 'phone you back". Not once in three attempts have I actually had a call-back. :mad:
Eventually was told something along the lines of "sorry for delays (with your refund ) but it IS being processed ".

No response from online complaint escalation of over a week ago either.

SO - they have just over one week for my refund to hit my account OR my complaint goes to the ombudsman.

(Remember I'm a current customer, on my second year with iSupply and building further credit despite accurate and regular readings being supplied. Not good enough, iSupply. )

wavelets

tracey3596 wrote: »

UPDATE:
7 weeks next week since I turned my request into a formal complaint.
So one week until I begin through Ofgem. ...

Ofgem won't help you; they don't help individuals with their complaints.

You could ask the energy ombudsman to assist once 8 weeks have passed

Although just keep attempting to call the supplier will probably be quickest - the ombudsman is snowed under dealing with complaints at present I hear.

tracey3596

I knew that, hence "Ombudsman" - why I wrote Ofgem I don't know!
Thanks for that though.
No wonder the Ombudsman's so busy; it seems like energy companies have little regard for their customers judging by the number of posts on this (and other) forums. :cool: